Malaysia Airlines has spent hundreds of millions of dollars on advertising campaigns in an effort to convince us that it’s a top carrier and we’ll all have fun flying the airline etc. You can read one of my scathing attacks on the marketing department here and another one here.
Unsurprisingly this 1960s approach to building a brand didn’t work so they focussed instead on cutting costs wherever costs could be cut, without giving much thought to the effects of these cuts.
Most recently the carrier was ripped apart in the Malaysia media because it has stopped serving alcohol on any flight of less than three hours and not just in economy but in business class as well. What appeared to be most galling to the hundreds of consumers who commented on the ban was the fact that the airline had implemented the rule below the radar. Without apparently any formal announcement. Scores of furious business class travellers took to Facebook to air their frustrations and to swear never to fly the carrier again.
And then a few days later the CEO stepped down, nearly two years before the end of his lucrative contract. We’ll come back to that in another post. Because this post is a positive one.
This afternoon I received an email from Malaysia Airlines telling me my flight was delayed. Now I know a lot of you are going to ask what is the big deal but this is the first time, for as long as I can remember that MAS has emailed me to inform me that my flight was delayed.
It’s not perfect. For instance I would also like to have received a text notifying me of the delay because I might not have checked my email before leaving for the airport. And of course you’d think that after more than 20 years of being a customer, they could address me by my name but that doesn’t matter.
What matters is that rebuilding the reputation of the Malaysia Airlines brand will require a greater investment in improving experiences at every touch point than in advertising campaigns that are lost in the sea of noise. I’m not holding my breath, but I hope this is the first step in the rebranding process.
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