Malaysia Airlines self-service tool for reporting missing baggage

Possibly the worst thing about air travel is not check-in or the crowded departure hall. Not even any food you may get on board. It’s when you realise your bag isn’t arriving at the carousel and you then have to report it to the airline.

Good chance there won’t be anywhere to report it. If there is, there will possibly be yet another queue to join.

And the staff – let’s just say the missing bag desk is regarded as the least desirable job.

Malaysia Airlines is making a stab at improving that ‘experience’ by introducing a tool that allows passengers to report any delayed or missing baggage.

They call it Baggage Self-Service Reporting and as you do it yourself on your own device, it can be done any time of day.

The new feature allows passengers to easily make a report, track and monitor the recovery process via their personal devices (mobile, table, laptop, etc.) in a safe and contactless environment.

The Baggage Self-service Reporting feature is available for passengers across all Malaysia Airlines’ domestic and international networks.

The airline says “Passengers can also communicate with airline representatives to get the latest information on their reports”.

Malaysia Airlines’ Group Chief Marketing and Customer Experience Officer, Lau Yin May:

As travel demands continue to soar, travellers want simplified processes, and Malaysia Airlines is always ready to lend a helping hand and go the extra mile with our signature Malaysian Hospitality.

“We want to take the hassle off their travels by digitalising the traveller journey; from biometric facial recognition during check-in, shopping for goodies via Journify and having them delivered to the boarding gate for departing and arriving passengers at KLIA, and now reporting and tracking any baggage issues they face, online.

“This is also timely as it gives peace of mind and reassurance to our passengers that their needs are taken care of, especially when travelling during this peak period as many airports globally are facing operational challenges in managing the influx of revenge travellers.”

When talking about “the influx of revenge travellers” what does she mean? Masses of disgruntled passengers looking for their bags? Taking revenge on any staff they can find?

The airline is making efforts to ensure efficiency across its operations. It recently reaffirmed its commitment to continuous improvements in managing customer queries; reducing the average waiting time to below 20 minutes to address the queries received via its contact centre.

By most airline standards these days 20 minutes is really good. But shouldn’t really be 2 minutes not 20?

N.B. Image credit: Malaysia Airlines

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Malaysia Airlines (MH)