"Would any CEO of MAS be as daring as Peter Hill, the British CEO of Sri Lankan Airlines, who stood up against the Sri Lankan President Mahinda Rajapaksa in 2007?
President Rajapaksa, together with his family and several officials, was in the United Kingdom to witness the passing out parade of Rajapaksa’s son from the Royal Naval College, Dartmouth. When Rajapaksa demanded that 35 seats be reserved for his entourage to return to Colombo, Hill refused to bump passengers off the flight from London. Hill may have been the passengers’ hero but his work permit was rescinded.
How many politicians and their spouses have used their influence to obtain free flights or bullied airline staff for upgrades for themselves, their officials, friends or relatives? How many times have we heard of a spouse of a leading politician wasting taxpayers’ money on transporting her shopping via MAS and MAS Air Cargo?"
"How many genuine passengers have been victims of alleged over-booking by MAS when it is well known that government officials were offered preferential seats over normal fare-paying passengers?
It is also well known that MAS practices two sets of rules: one for Malaysians and another for westerners. One Malaysian mother and child were bumped off one flight to the UK. Under EU rules, cancellation of the flight meant they were due compensation. Only her teenage son was offered compensation because he had an English name. The mother was refused compensation despite pointing out the discrepancy to the senior managers in London."
"We need a Peter Hill, or Jan Carlzon who changed SAS (Scandinavian Airlines System) in MAS so that real transformation can take place. If the MAS Union is an obstacle to change fix it.
To operate an airline profitably every seat must generate revenue and every flight is making money. That is basic in management. It is, therefore, the duty of the sales people in our national airline to do their job. And they are not.
Have you tried booking a flight to London? It is always full. But when you are finally given a seat and board the aircraft, you will find there are still plenty of seats available. The problem of overbooking must be solved and ticketing agents should be penalised for blocking more seats than they can sell . You can deal firmly with erring ticketing agents, if they are your cronies, friends or relatives."
The MAS Story: Malaysian Hospitality or Malaysian Humbug
by Mariam Mokhtar