Malaysian Airlines..."Journey" from Bad to Worse

Dear Malaysian Airlines

There is a concept called after sales service for all consumer products or service. 

I hope you at Malaysian Airlines are at least aware of the same. Between me and my husband we have both traveled in Malaysian Airlines several times and haven't had much to complain about the inflight services.

My husband's bag was lost by Malaysian Airlines (PIR SINMH27242) and since then the customer 'service' has been quite lacking on several counts. 

Losing bags while travelling is unfortunately not an uncommon feature and we have to be pragmatic enough to acknowledge that it does happen but how you treat your customers post such incidents allows you to differentiate yourself as a good airlines or poor. 

We have received an offer of compensation from you to the extent of USD 240 which is at best a slip-shod effort to under-compensate. We have raised several queries privately which have been ignored like the way there has been general tendency by you to avoid responding and strong arm the customer to an unsuitable settlement.

So here are my open questions to Malaysian Airlines:

a) Kindly convey what is the 'industry standard' mentioned in your compensation offer refer to. Provide public data (industry reports, surveys) to support that this is actually an industry standard which is followed by Malayasian Airlines in all the destination it flies to.

b) Kindly convey the details/ audit trail of PIR. Why was the passenger misled initially with regard to the bag being sighted.

c) Why was bills of purchases asked for? Why was no action taken on the basis of the bills provided? What was the finding from the bills?

d) Is it more common for Malaysian Airlines to lose bags in a direct flight than in a flight where there is a stopover? If yes is there any disclaimer with regard to the same?

We hope Malaysian Airlines has the courtesy to respond to our queries in the first place and with a better turnaround in time compared to what we have received so far.

Regards 
Disgruntled Customer