Malaysia Airlines Automates Customers Travel Experience Powered by 15below

MALAYSIA Airlines, the national carrier of Malaysia has yet again made significant strides in its digital transformation journey with its latest innovative solution aimed at providing upto-date and consistent notifications throughout customers’ journeys, including flight changes and cancellations.

With this solution, Malaysia Airlines ensures the highest standards in customer engagement, especially in cases of disruption.

In adapting to customers’ evolving expectations for seamless, hygienic, and safer travel experience, Malaysia Airlines embraced automation and is now offering an enhanced customer service designed jointly with 15below, the travel industry’s leading provider of automated passenger communications.

This aims to provide timely updates coupled with convenient, seamless and hassle-free assistance at times of unavoidable flight disruptions, empowering its passengers to take control during such situations.

The project success will be measured on the adoption of customer self-service solutions, a reduction in call centre and airport service desk enquiries, and an improvement in customer sentiment.

Malaysia Airlines’ Group Chief Marketing and Customer Experience Officer, Lau Yin May said, "We are proud of this new milestone as we redefine our customers' travel experience and adopt industryleading innovation and technology. We have witnessed the successful rollout of the first system cutover in conjunction with the reopening of the recent Langkawi travel bubble. It has proven effective in keeping our customers informed and connected to the latest changes in government travel requirements. Working with our partner, 15below, Malaysia Airlines can now further elevate its customer-centric offering that is tailored to our passengers’ needs whilst we head towards this significant milestone in our digital transformation journey.

With the seamless integration of this state-of-the-art functionality and automation on Malaysia Airlines' reservation system, we will be able to deliver superior features that are cost-effective and hyper-personalised. In addition, the interaction is made easy for passengers through two-way communication. This key functionality will keep customers in control of their travel plans as they are provided with up-to-date, reliable, and timely travel information from itinerary confirmations, schedule changes, and cancellations during periods of disruption. The completion of Phase 2 and Phase 3 is expected in Quarter 3 of 2022, and we believe this is timely as we are preparing for a complete travel restart.

I am happy to report that Malaysia Airlines has been making significant customer experience improvements across all key touchpoints, translating to an 84% score on its Customer Satisfaction Index (CSI) and a Net Promoter Score (NPS) of +55 for year-to-date that serves as testament to our ongoing commitments of delivering the best of Malaysian Hospitality services,” added Yin May.

Nicholas Key, CEO at 15below said: “We’re very pleased to welcome Malaysia Airlines to the 15below community. Helping nearly 60 of the world’s best-known travel brands navigate disruption through the toughest period the industry has even known, we have a lot of knowledge and experience to help our newest customer keep its passengers happy and engaged. We have a lot of respect for this worldrenowned brand and look forward to a great partnership going forward.”