businesstraveller.com JANUARY/FEBRUARY 2018
MAKEOVER MAGIC
I’ve been a long-time reader of Business
Tra v e l l e r and just wanted to say I am
very impressed with the new design
in the December issue. Obviously the
content was great as usual, but the new
design and cover really stood out. Keep
up the good work!
Simon Chan, Hong Kong
BUSINESS TRAVELLER
ASIA-PACIFIC RESPONDS:
Thank you Simon. It’s always gratifying to receive positive
feedback. The team worked really hard on the redesign so it’s
great to hear our readers are just as happy with it as we are.
LOUNGE LET-DOWN
Thai Airways (TG) used to have its own lounge at Ninoy Aquino
International Airport’s Terminal 1. It was a bit congested, but the
food and drink, reading materials and ambience were impressive.
On November 3, I f lew from Manila to Bangkok and found that
the lounge was closed for renovation. Instead, we were directed
to the smaller PAGSS-operated lounge, which is also shared with
Korean Air.
Everything about this lounge is simply pathetic: from location
to the seats, food and beverage offering , reading materials and even
air quality. Prior to boarding , I relayed my experience to the Thai
Airways airport manager. He apologetically replied many other
passengers have said the same.
May I suggest that Thai Airways give its premium passengers in
Manila the choice of PAGSS lounges or vouchers for the coffee
shops, such as the Starbucks inside Terminal 1. In this way, we will
certainly be silenced because we have a choice and the decision is
ours. I have high regard for Thai Airways. In my opinion, its
in-f light service is better than many others.
Lim Kong Yan, Philippines
THAI AIRWAYS RESPONDS:
Thank you for your impression of our in-flight service and
suggestions. When Thai Airways International (THAI)’s Royal Orchid
Lounge at Manila’s Ninoy Aquino International Airport closed for
renovation, we began accommodating our premium passengers
in the PAGSS lounge (our ground handling agents). During the
renovation of THAI lounge, we discussed with PAGSS to facilitate
our premium passengers in the other lounge (not the small one).
Unfortunately, the capacity of the larger PAGSS lounge was full
and was not able to accommodate all of our valued passengers.
We also gave suggestions to PAGSS to improve the small lounge,
for example by removing the smell of food, making it more tidy,
changing the carpet, etc. There was a little improvement, but it
still did not meet our standards of quality. Our international station
in Manila kept working hard to negotiate with the authorities
at Manila airport in order to let THAI passengers use the larger
lounge and recently we succeeded. However, we’re delighted
to say that the THAI lounge is expected to reopen in March
2018 to serve our valued customers. We do apologise for any
inconvenience caused during the lounge renovation period and
thank you for your understanding.
HOPELESSLY UNCOMPETITIVE
My wife and I have been loyal customers of Malaysia
Airlines for more than 40 years. However, recent changes
and cutbacks there have forced us to use other airlines. We
booked return business class tickets, Perth to London. Then
I stumbled upon the news that our afternoon f light was axed
and we would be going on the 0210 flight to connect up
with the morning A380. OK, not too bad, as at least we had
beds on the A330. But not long after, they took the A
off the run and put a B737 in its place. They also changed
the timings of the A380 and its days of operation. What a
shambles – and how horrible was the B737, with just basic J
class seats and no J class amenities. The food was disgraceful
and it was impossible to rest. On the A380 we were put next
to the galley for the nearly 14-hour f light. Admittedly, we
were given vouchers to the value of RM400 (US$98) to
spend on duty free on the plane, but the airline has cut back
so much it is no longer enjoyable to f ly with them. Their
product is so hopelessly uncompetitive in every respect, from
the grubby Golden Lounge at KLIA to run-down planes
and now, for us, hopeless schedules.
Kevin Jackson, AustraliaMALAYSIA AIRLINES REPLIES:
We are very disappointed to hear that our customers had
such a bad experience, and we apologise sincerely for
this. Malaysia Airlines takes all customer complaints very
seriously and we will be investigating this matter further.
We would like to invite both passengers to speak with the
regional manager personally to discuss how we can better
meet their needs moving forward.THINGS THAT GO BUMP ON THE FLIGHT
I have a question that I hope Business Traveller can answer:
I have f lown internationally for more than 30 years and
luckily never had any major in-f light problems. However,
I have been on board many planes that suffered serious
turbulence. Interestingly, it’s almost always been during a
f light over mainland China (with a variety of Chinese and
other carriers). Can you tell me, is China particularly prone
to turbulence, and if so why? Or is it just coincidence?
Agnes Wong, ShanghaiBUSINESS TRAVELLER ASIA-PACIFIC RESPONDS:
This is an interesting question, but after doing some
online research we’re afraid we don’t have a definitive
answer for you Agnes. The main causes of in-flight
turbulence are rugged mountain terrain, thunderstorms,
crossing high-altitude jet streams (where air moving at
different speeds meet) or passing through certain types
of clouds (such as heavy cumulus) – most of which are
predictable for the pilot.
China’s many mountain regions and changing weather
patterns would certainly increase the chance of turbulence,
but it seems to occur just as much in the US and other
locations, as well as over certain parts of the world’s major
oceans. Regardless of where you are flying, it pays to
follow the pilot’s instructions on wearing your seat belt.INBOX YOUR LETTERS
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