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“Very Pool Special Assistance for Elderly people”

Written on: 06/12/2011 by air125d (1 review written)

Just thought of sharing my mother's experience with Malaysia airlines. I had booked a flight for my mother via Malaysian airlines to Melbourne, initially they told me they would provide with special assistance. As my mother was travelling all by herself and she's suffering from osteoarthrithis, wheel chair assistance was needed. Although she can walk, but she can't climb the stairs or escalators, I spoke to the customer care after I booked the ticket, they told that it will be taken care while she boards the flight, just she has to tell she need assistance at the check- in counter. I was confident that she would be provided assistance, But when she went for check-in the staff just gave her oral guidance abt how to go and where to go, there was no wheel chair assistance for her. Since my mother is 60+ years and travelling for first time, I fully banked on Malaysian airlines to help her but the overall experience has disappointed me, Added to this I had one more bad experience as mistakenly while booking the ticket I didn't put my mother's surname correctly, although the first and given name matched, and I called up malaysian airlines well in advance (12 days) before she flew, to change the booking, firstly they told its not possible, then I went to the Melbourne office of Malaysian airlines and there they charged me 70$ for just adjusting the surname. I think other airlines do it as a goodwill gesture, Because of the above 2 experiences, I have decided not to fly with Malaysian airlines again especially when it comes to elderly people. There are so many other airlines out there, and if Malaysian airlines keep on continuing their poor service for elderly people, I think they will loose out fast on the competition and the image they have built up