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Malaysia Airlines has faced several consumerism issues that have damaged its reputation, including flight delays, mishandled baggage, and disrespect of passengers' religions. Flight delays were not properly communicated to passengers and reasons were not fully explained. In one incident, a Muslim girl was placed in a room with an unknown male traveler. Lost, delayed, and damaged baggage left passengers inconvenienced and frustrated as their needs were not addressed in a timely manner by the airline. To improve its reputation, Malaysia Airlines must be more responsible, address issues immediately rather than passing blame, and respect all passengers.
Malaysia Airlines has faced several consumerism issues that have damaged its reputation, including flight delays, mishandled baggage, and disrespect of passengers' religions. Flight delays were not properly communicated to passengers and reasons were not fully explained. In one incident, a Muslim girl was placed in a room with an unknown male traveler. Lost, delayed, and damaged baggage left passengers inconvenienced and frustrated as their needs were not addressed in a timely manner by the airline. To improve its reputation, Malaysia Airlines must be more responsible, address issues immediately rather than passing blame, and respect all passengers.
Malaysia Airlines has faced several consumerism issues that have damaged its reputation, including flight delays, mishandled baggage, and disrespect of passengers' religions. Flight delays were not properly communicated to passengers and reasons were not fully explained. In one incident, a Muslim girl was placed in a room with an unknown male traveler. Lost, delayed, and damaged baggage left passengers inconvenienced and frustrated as their needs were not addressed in a timely manner by the airline. To improve its reputation, Malaysia Airlines must be more responsible, address issues immediately rather than passing blame, and respect all passengers.
The first consumerism issue in Malaysia Airlines Systems that we mention is
about the flight delay and religion. As we mentioned before, organization reputation had seriously decline after the past air crash incident and the delay issues were happened more frequently. In the latest incident which that MH187 flight delay, most passenger felt frustrated and disappointed on MAS irresponsibility attitudes for just make a simple outline about the flight delay and without clarification in depth. Based on this, MAS should inform the passengers of cancellation or delay and provided an explanation as to the reason for the concerned issue and shall first contact passengers to volunteer to surrender their reservation according to International Civil Aviation and Malaysia Aviation Consumer Protection Code under Passengers Rights. Moreover, MAS did not respect to other religion and fail to manage well for the transportation affair. As stated above, Muslim girl passenger been arrange to stay with not known male traveler in the same room for few hours. On this, MAS should done the passenger assignment well as consumer have the right to be treated with respect and dignity irrespective of race or physical condition (Mustapha, 2017). The next consumerism issue that faced by Malaysia Airlines Systems is delayed, lost and damaged baggage. Delayed, lost and damaged baggage or can be said as mishandled luggage cause inconvenience and frustration for individuals and can be costly as we have mentioned. Anisah Azman cant find her luggage while she traveling from Kuala Lumpur to Jakarta and this same goes to other 13 passengers. Although she get help from Jakarta personal, but still fail to find back her luggage. She also been stopped to calling back MAS in Malaysia which they pass the buck to others. Another situation faced by Lynne Hutton and her husband was the waterlogged luggage issue, which their luggage had been obviously left uncovered and cause all the items inside are wet. This kind of case same goes to Andy Goh, which received only third class service but pay with first class price. His luggage has damaged, but were been refuse to get a proper and immediate processing after he reported to the airport crews immediately. To solve this kind of issues, MAS should be act more responsibly and take action immediately but not to pass the buck to others or even the consumers.
In conclusion, Malaysia Airlines Systems should be put more effort on solving
the problem of consumerism issues. The air crush incident in the past had make a serious effect on their reputation. So, the company should not pass the buck but to solve the problem, and just then their reputation can be recovery and win back the trust of consumers.