Malaysia Aviation Group, Malaysia Airlines receive accolades at Asian Experience Awards 2024

Their services have met and exceeded customer expectations, setting a new standard for premium travel services. 

Global aviation organisation Malaysia Aviation Group (MAG), along with its airline Malaysia Airlines, took home two major wins at the prestigious Asian Experience Awards 2024.

Malaysia Aviation Group was recognised for its celebration of International Flight Attendants Day to commemorate the contributions of flight attendants from its various airlines, whilst Malaysia Airlines’ Private Terminal Transfer initiative was celebrated for addressing issues resulting from the suspension of the Aerotrain operations at Kuala Lumpur International Airport (KLIA).

International Flight Attendants Day

MAG has launched the celebratory event to display Malaysian Hospitality through a large-scale meet-and-greet event and to maximise public visibility of its efforts. To honour flight attendants from various airlines, it also aims to engage with as many airline crews as possible throughout the day across several airports in the country. 

Its cabin crew spanning the four airlines under MAG—Malaysia Airlines, Firefly, MASwings,
and AMAL—an embodiment of authentic Malaysian Hospitality, has played a pivotal role in welcoming and greeting other airline crews, creating a warm and memorable experience for all involved.

With the activation event running from May 2023 to May 2024, MAG has been able to greet crew from different airlines successfully. The positive feedback on social media platforms such as Instagram and Facebook measured the initiative's success. 

MAG’s celebration of International Flight Attendants Day has also set a new standard in the aviation industry for hospitality and appreciation, reinforcing its position as a leader in these areas. Its acknowledgement of the hard work and dedication of flight attendants has not only strengthened its brand image but has also fostered a sense of community and mutual respect within the industry.

“By staying true to the essence of Malaysian Hospitality, we were able to honour the invaluable contributions of flight attendants, setting a benchmark for appreciation and service excellence in the industry,” the company said.

Malaysia Airlines Private Terminal Transfer

Meanwhile, MAG subsidiary Malaysia Airlines has embarked on a premium terminal transfer initiative to ensure that its elite passengers continue to receive a superior level of service despite the suspension of the aerotrain operations.

Understanding that the aerotrain replacement programme would not be completed until mid-2025, the airline recognised the immediate need for an alternative solution to shuttle buses, which did not meet the standards of premium carrier service.

Malaysia Airlines has partnered with premium automotive brand BMW to introduce a heightened level of luxury to customers’ travel experience with a private terminal transfer service using the latter’s all-electric BMW i7. This vehicle is dedicated to individual passengers or up to a group of four, providing faster and more comfortable transfers. 

Besides making the Private Terminal Transfer service a complimentary offering, Malaysia Airlines has also set up a dedicated lounge with closer gate access points designed to seamlessly integrate into the travel experience.
 
The success of the initiative has been measured through customer feedback and testimonials, as well as Customer Satisfaction Index and Net Promoter Score metrics. Passengers have praised the personalised service, convenience, and premium feel of the experience, reinforcing its commitment to exceptional service standards.

Moreover, Malaysia Airlines’ partnership with BMW has unlocked additional benefits and special privileges through a cross-engagement campaign, enhancing the value proposition for passengers.

The BMW i7 being the first fully electric car introduced at KLIA also aligns with MAG’s sustainability blueprint and commitment. This innovative approach has set a new benchmark in the industry, resulting in other airlines at KLIA replicating the airline’s efforts.

“This Private Terminal Transfer Service initiative stands out for its innovative approach to addressing a critical operational gap, its commitment to enhancing customer experience, and its significant positive impact on both our company and the industry,” the company said.

MAG has bagged the Malaysia Brand Experience of the Year - Aviation title, whilst Malaysia Airlines has won the Malaysia Customer Experience of the Year - Airline category.

Asian Experience Awards 2024 recognises the ingenious initiatives of creative companies delivering meaningful brand experiences to their stakeholders.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Jane Patiag at [email protected].