• Higher cost of JET A1 fuel resulted in more expenditures which affected the net profit of MAS. Malaysia Airlines reinstated a fuel surcharge on its tickets price from 18 sept, 2018 onwards but their competitor such as AirAsia BHD had introduced a no-fuel-surcharge policy. This will encourage more passengers to travel by AirAsia because they offer much cheaper rates. • Service quality is one of the main keys of passengers satisfaction such as waiting time , staff enthusiasm in problem solving , boarding time , flight schedule and boarding system. Lack of comfort and satisfaction of passengers may affect the reputation of MAS causing people to be more inclined towards chosing other airlines for travelling. • Technology has to be in par with other leading airlines. In-flight entertainment can currently act as a differentiating factor, in future it will become a major part of passengers’ expectation especially in long-haul flights. The impact of IFE would be felt indirectly, through increase in passenger loyalty which should have a positive impact on airline revenues. Otherwise, passengers may be more inclined for other airlines hence reducing sales. • Need of professionals who are not only responsible but also focus on customers needs such as Cabin Staff and ground staff. Their communication skills and staff interaction have significant influence on customer purchase intentions. Superior service quality leads to a highly purchase intention in mind of customers. Incase this is not met; it can have a huge impact on MAS sales following unsatisfied customers. • Technical problems need to be managed promptly and efficiently because if they are not taken care of a lot of money will be wasted. Such as Aircraft parts are not cheap everything is almost touching to a few thousand dollars. Furthermore, after MAS having two unwanted incidents many passengers are not confident to fly with them anymore even though there’s was no technical issue on the planes. So, to encounter this technical side of the aircraft must be in well kept conditions. Otherwise, it will affect the reputation and sales of MAS. Above are the impact of Malaysia Airlines. Based on the impacts, how did the management of Malaysia airlines deal with the issues?
• Higher cost of JET A1 fuel resulted in more expenditures which affected the net profit of MAS. Malaysia Airlines reinstated a fuel surcharge on its tickets price from 18 sept, 2018 onwards but their competitor such as AirAsia BHD had introduced a no-fuel-surcharge policy. This will encourage more passengers to travel by AirAsia because they offer much cheaper rates.
• Service quality is one of the main keys of passengers satisfaction such as waiting time , staff enthusiasm in problem solving , boarding time , flight schedule and boarding system. Lack of comfort and satisfaction of passengers may affect the reputation of MAS causing people to be more inclined towards chosing other airlines for travelling.
• Technology has to be in par with other leading airlines. In-flight entertainment can currently act as a differentiating factor, in future it will become a major part of passengers’ expectation especially in long-haul flights. The impact of IFE would be felt indirectly, through increase in passenger loyalty which should have a positive impact on airline revenues. Otherwise, passengers may be more inclined for other airlines hence reducing sales.
• Need of professionals who are not only responsible but also focus on customers needs such as Cabin Staff and ground staff. Their communication skills and staff interaction have significant influence on customer purchase intentions. Superior service quality leads to a highly purchase intention in mind of customers. Incase this is not met; it can have a huge impact on MAS sales following unsatisfied customers.
• Technical problems need to be managed promptly and efficiently because if they are not taken care of a lot of money will be wasted. Such as Aircraft parts are not cheap everything is almost touching to a few thousand dollars. Furthermore, after MAS having two unwanted incidents many passengers are not confident to fly with them anymore even though there’s was no technical issue on the planes. So, to encounter this technical side of the aircraft must be in well kept conditions. Otherwise, it will affect the reputation and sales of MAS.
Above are the impact of Malaysia Airlines. Based on the impacts, how did the management of Malaysia airlines deal with the issues?
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