Malaysia Aviation Group Unveils New Customer Support Features with Premier Line and Live Chat Services

Monday, April 15, 2024

Malaysia Aviation Group, the holding company for Malaysia Airlines and Firefly, is excited to unveil two groundbreaking customer support initiatives, Premier Line and Live Chat services, as integral components of its Customer Engagement Map overhaul. The group is also set to introduce an AI-powered chatbot across its various platforms, with a phased rollout beginning in Q3.

The Premier Line offers exclusive, tailored support for Enrich Platinum and Gold members, and since its launch, it has maintained a 100% service level, reflecting the Group’s commitment to delivering unparalleled service and support to its valued customers.

Moreover, Malaysia Airlines and Firefly have recently launched the Live Chat function on their websites and mobile apps. For Malaysia Airlines, this enhances an existing feature, while for Firefly, it marks the introduction of a new avenue of support, enhancing existing customer service channels. The Live Chat feature enables real-time interactions with customer support teams via a chat interface, offering a convenient way for customers to obtain assistance or address concerns on-the-go.

Operating hours for the Malaysia Airlines Live Chat are from 7:00 am to 11:00 pm (Malaysia Time; +8 GMT), seven days a week, including public holidays. Firefly’s Live Chat service operates from 9:00 am to 6:00 pm (Malaysia Time; +8 GMT), Monday through Friday, also including public holidays.

Ahmad Luqman Mohd Azmi, Chief Executive Officer of Airlines from Malaysia Aviation Group (MAG), said, “We are cognisant of the challenges faced by customers in accessing support through traditional means, therefore are committed to strengthening our support channels by incorporating advanced technologies to establish a robust system that meets their needs. With the introduction of the Premier Line and Live Chat services, we aim to enhance the customer experience and provide tailored support to our esteemed Enrich Platinum and Gold members as well as all our valued passengers.

In line with our Customer Engagement Map, we will continue to invest in digital enhancements to improve customer experience, including the introduction of AI-driven chatbot assistance to provide our customers with even more options and seamless support. These initiatives will further support our quest in making our mainline carrier to be among the Top 10 Global Airlines and Top 5 in Asia Pacific by 2030.”

The initiative is part of the Group’s wider Long-Term Business Plan 2.0 (LTBP2.0), which aims to establish the Group as Asia’s premier travel and aviation services organization. A key strategy under this plan is leveraging digital innovation as a fundamental aspect of its operations to improve the overall customer experience. The Group is committed to enhancing its customer support system, a crucial element of its service provision, ensuring customers have smooth, uninterrupted journeys from the time of booking to their arrival at their destination.

Malaysia Airlines has recently launched an exclusive luxury private terminal transfer service for its Enrich Platinum, Business Suite, and Business Class passengers. This service offers a sustainable and luxurious travel option, where passengers are transported by the BMW i7 from the Main Terminal Building to the Satellite Building at KL International Airport Terminal 1, enhancing the travel experience for Malaysia Airlines’ passengers.

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