MAS’ version of “Listen, listen, listen”?

Two videos uploaded on Facebook show MAS employees engaged in a shouting match with irate customers

VIDEO INSIDE

PETALING JAYA: MAS has carried out an internal investigation following two heated exchanges between MAS employees and passengers.

The quarrel, which was caught on camera, went viral on social media.

Both videos are less than a minute long and were uploaded onto the Facebook account of Dass Ramdas.

They depicted two frontline MAS customer service staff members dealing with the irate passengers in a highly discourteous manner.

In the first video, one staff member begins by keeping his cool and telling the shouting passengers to “wait until my manager comes.”

When the passengers continued yelling at him, he looked into the camera and exclaimed “Adoi!,” a Malaysian expression of frustration.

Things then escalated.

He raised his voice, becoming stern and clipped, while repeating the word “Wait” loudly.

“You wait here, ok? I said wait, wait,” he said, pointing and wagging his finger at them.

Some who watched the video said he also used the word “s**t”, but this could not be confirmed due to poor sound quality.

The second video showed a different staff member addressing a client in a loud voice, saying, “Who’s the asshole, you or me?”

The clip does not show whether the passenger used the offensive term first.

The customer service officer told them to “shut up”, and repeatedly yelled “One by one!”, before storming off.

According to the Rakyat Post, the passengers were originally booked on MH616, and were then transferred to MH610, because technical rectification work had to be carried out on the first aircraft.

As a result, 30 passengers missed their connecting flights.

For the inconvenience caused, MAS provided the customers with hotel accommodation and transport, and booked them on the next available flights.

“However, the passengers demanded to be transferred to their scheduled connecting flight to Hyderabad and Bangalore, all of which by then had already departed KLIA.” said MAS in a statement.

“These passengers also demanded to be rebooked on another carrier based at KLIA2.”

“Due to immigration requirements, some of the passengers were denied entry into Malaysia without prior visa applications.”

“Hence, this limited MAS’ ability to facilitate the second demand.”

When the staff was unable to accommodate their request, the argument ensued.

Apparently after the exchanges, a duty manager turned up to sort out the situation.

MAS made arrangements for the affected customers who boarded their flights the next day.

The actions of the staff were roundly criticised by several netizens.

One user named Sumathy Sumelingam LiuChan commented “OMG was he not dismissed immediately ???? Why employ without training….really embarrasing .”(sic)

Another hero of MAS
Posted by Dass Ramdas on Tuesday, May 5, 2015

Customer service and superb hospitality by MAS.
Posted by Dass Ramdas on Tuesday, May 5, 2015