KUALA LUMPUR (Sept 6): Datuk Captain Izham Ismail, the group managing director of Malaysia Aviation Group (MAG), has apologised to Malaysia Airlines customers who are affected by the group’s network reduction exercise. 

Speaking at a press conference, Izham said the decision to downscale the group’s network this quarter is to “ensure safe and reliable” flights, and stabilise its operations ahead of a growth period beginning next year.

“Malaysia Airlines is a safe airline. That is why we made this decision [to rationalise the network]. We do not hide behind the curtains.

“I take this opportunity to apologise to all customers, and thank them for their patience and continued trust in us,” said Izham at the press conference to unveil the resumption of direct flights to Paris starting from March next year. 

The network reduction exercise, resulting in flight cancellations, rerouting and delays, has casted the limelight on the national carrier for the wrong reason once again in recent weeks.  

The airline was bombarded with complaints from affected passengers on social media. 

For that, Izham stressed that Malaysia Airlines is “committed to rebuilding trust” among its customers.

MAG has a role to play in supporting the nation’s travel and tourism industry, he said, adding that “safety is of utmost importance” while customer experience remains the top priority.

This was despite the awareness that the move “will affect customers and create a public relations frenzy”, he added.

“We are not taking this lightly,” he said, adding that tough decisions like the network cuts “needed to be made now”.

“This is to ensure the carrier comes out very strongly in 2025, [so that] nothing else is stopping us,” he explained.

Last week, MAG took a bold step announcing a reduction in its network, following multiple disruptions to its services that took place in recent weeks, involving 20% of its capacity. 

This exercise affected services across three airlines - Malaysia Airlines, Firefly and Amal - within Malaysia, as well as Asean, North Asia, Australia, New Zealand, Greater China, South Asia and the Middle East.

Izham attributed the problem to a global shortage of aircraft parts that had affected the on-time delivery of its new aircraft orders, which in turn impacted its fleet planning. 

On top of that, according to him, MAG experienced attrition of a skilled workforce as new maintenance, repair and overhaul players, both local and international, have entered the Malaysian market.

MAG, the parent company of Malaysia Airlines, was scheduled to take delivery of 17 new aircraft orders this year, comprising 13 Boeing 737-8 and four Airbus A330neo aircraft.

To date, it has only received four 737-8s out of the 13 contractually agreed by 2024. As for the A330neos, MAG was scheduled to receive four aircraft, but is now expected to receive three by year end, with the first A330neo due for delivery in October. 

https://www.theedgemarkets.com/node/725794