Malaysia Airlines Achieves Global Recognition as APEX Four-Star Major Airline

nabalunews

26 December 2024

KUALA LUMPUR: Malaysia Airlines has proudly been awarded the prestigious Four-Star Major Airline status for 2025 by the Airline Passenger Experience Association (APEX). This recognition is based solely on unbiased, third-party passenger feedback collected through APEX's partnership with TripIt®️ from Concur®️.

In a comprehensive evaluation of over 600 airlines worldwide, more than one million PNR-verified flight reviews were analysed, placing Malaysia Airlines among the top 8% of airlines globally. As one of just 50 airlines to attain the APEX Four-Star status, Malaysia Airlines continues to set the standard for exceptional service, ensuring that its initiatives align with global industry benchmarks.

Additionally, Malaysia Airlines was ranked among the Top 10 Best Airlines in the World and secured 6th place for Best Airlines for Food at the recent Condé Nast Traveller Readers' Choice Awards 2024. These accolades, determined by reader votes based on personal experiences, underscore Malaysia Airlines' unwavering commitment to enhancing its service and onboard offerings.

Datuk Captain Izham Ismail, Group Managing Director of Malaysia Aviation Group (MAG), said, "Being awarded the APEX Four Star Major Airline 2025 status and voted among the Top 10 Best Airlines in the World and Best Airlines for Food reaffirms our unwavering commitment to ensuring the highest levels of service and quality in our offerings and the trust our consumers have to our brand.”

“This achievement would not have been possible without the relentless dedication of our team members who ensure that every aspect and detail of our service delivery is in line with the essence of our Malaysian Hospitality. It has been our mission to continually raise the bar and ensuring we curate travel experiences that go beyond expectations, blending world-class service with the rich cultural heritage of Malaysia. We thank our customers for their continued trust in Malaysia Airlines."

Continuing efforts to enhance its end-to-end customer experience for airlines under the Malaysia Aviation Group (MAG), an innovative support options were introduced earlier this year, including the Live Chat feature on Malaysia Airlines and Firefly's website, reducing reliance on traditional voice channels. In addition, Malaysia Airlines offers exclusive services for Enrich Platinum and Gold members via a dedicated Premier Line, with enhanced customer relationship management (CRM) systems that equip agents with a 360 view of customer interactions to ensure first-contact resolution. This customer-centric approach has significantly improved satisfaction, earning the airline the Gold Award for Best Customer Experience in Contact Centre at the Industry Excellence Awards 2024, as well as the Digital Excellence Award in the IT Users Customer Experience category at the PIKOM Digital Excellence Awards.

Building on this momentum, the airline also earned the coveted title of Malaysia Brand Experience of the Year (Aviation) and Malaysia Customer Experience of the Year (Airline) at the Asian Experience Awards 2024 in October.

Malaysia Airlines has since introduced many initiatives to elevate its onboard experience, including special giveaways for young travellers, refreshed amenity kits, and improved soft furnishings such as larger blankets and redesigned duvets and mattress covers.

Last year, the airline was the first and only airline to introduce unlimited complimentary Wi-Fi to all passengers travelling on selected widebody aircraft, regardless of cabin class or loyalty tier. Building on this success, the airline will activate the Wi-Fi connectivity on the 737-8 aircraft by the end of 2024, extending the complimentary and unlimited Wi-Fi service to all passengers travelling on the aircraft. The airline currently owns a fleet of four (4) 737-8 aircraft. With these exciting enhancements, the airline reaffirms its position as a leading choice for travellers seeking both exceptional service and authentic experiences in the skies.