AGENTS’ FAM TRIP FEEDBACK


Malaysia Airlines recently hosted 19 agents on a trip to Kuala Lumpur and Langkawi


Kate Self, Travel Counsellors “What stands out is Malaysia Airlines’ service. I can tell clients the quality of


Orangutan in Sarawak


Rainforest World Music Festival


Airline plans to host 100 agents on fams this year


Malaysia Airlines has “significantly increased” fam trip opportunities, recognising agents as “one of the best ways to get the brand front of mind”.


It has taken 18 UK agents away


so far this year and will host at least 85 more by the end of the year. “We’re going to go out of the


way to try and re-engage with the trade,” said chief commercial officer Paul Simmons. “We’ll be seeking to get as many of our trade colleagues over here as we can to experience the airline and the destination – to get it back to being front of mind.” Simmons said whether consumers feel uncomfortable flying with the airline or to the destination is not something it “empirically measures”. “It is starting to break down


but one of the best ways to break it down is for the agent to say they know what it’s like because they’ve been there,” he said. “And if I’m getting people out there I need to have good offers as well.” As an incentive for agents,


until June 30 Malaysia Airlines is 16 June 2016 travelweekly.co.uk 21


“We’re doing our best to get back to where we used to be – it’s where we need to be”


offering a £30 voucher for every first or business-class return ticket sold and a £10 voucher for every economy-class ticket for travel up to December 8. Vouchers can be claimed at Malaysiaairlinesgiveaway.co.uk. Simmons said the airline


“cannot get away” from the fact the


MH370 disaster happened. “Clearly we have ongoing deep


sympathy for the families and all involved. In terms of the business all we can do is try and put our best foot forward,” he said. “Although it is still in the news I


think the resonance is potentially dying down a bit. We’re doing our level best to get back to where we used to be and that’s not just because we want to, it’s because


it’s where we need to be.” › Malaysia Airlines is giving away places on a fam to the Rainforest World Music Festival in Borneo in August: Competitions, page 42


MAS invests in its onboard experience


Malaysia Airlines has spent an undisclosed sum as it seeks to improve customer experience across its fleet. Four of 15 A330-300s are now equipped with new lie-flat business


class seats, with the rest due to be converted this year, while 18 new premium economy seats have been installed on the A330 fleet. A new ‘dine on demand’ service has been introduced for first and business-class customers; a new premium economy class will be installed on the A380s this financial year; and the carrier is soon to start rolling out Wi-Fi on its long-haul wide-body aircraft.


the aircraft is excellent and although we flew business, the economy class has one of the best seat pitches in the sky.”


Carol Smith, Co-operative Personal Travel Advisors “In the past couple of years some clients


have been reluctant to fly Malaysia Airlines. I can usually change their mind about that and now feel even more confident of that having had such a good experience.”


Nick Harding- McKay, Travel Designers “This fam trip has been one of the best I’ve been on. I liked


the spaciousness of Malaysia Airlines’ business class. It is good value with great service.”


Shannon McCandlish, Thomas Cook “I couldn’t believe how luscious and green Langkawi


was. Malaysia is just fabulous. I’ll definitely feel more confident recommending it and I’ll arrange an evening at our branch to promote it.”


› Caught on Camera, page 44


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