Monday, May 20, 2013

#905 : KENYATAAN DARI MAS MENGENAI KES TERKANDAS DI VIETNAM



Berikut adalah kenyataan rasmi syarikat penerbangan MAS dalam membantu menerbangkan seorang ibu, Izan Suhaila Mohd Ali bersama bayinya, Maryam Sofea pulang ke Malaysia. Kenyataan ini dihantar pihak MAS siang tadi:


Terima kasih Malaysia Airlines.


SUBANG: Malaysia Airlines have received numerous queries with regards to the predicament faced by Izan Suhaila Mohd Ali and her baby, Maryam Sofea who were denied boarding on another carrier yesterday.

This statement is to record the chronology of events that transpired at the Malaysia Airlines office at Ho Chi Minh City (Saigon), Vietnam that led to the national carrier's decision to fly them back to Malaysia.

Malaysia Airlines learned about the unfortunate situation of Izan and 14-month-old daughter Maryam from Tourism Malaysia. As it is a standard procedure for all passengers with symptoms of contagious disease to get a fit-to-fly certification from a doctor, Malaysia Airlines made the decision to take Maryam Sofea to a doctor. This is to ensure that no one passenger puts the health of another passenger at risk.

As such, Malaysia Airlines staff picked up Izan and her baby from the hotel they were staying in to be brought to the clinic. The doctor examined the baby and confirmed that she was no longer contagious. It was said that she was out of the incubation period and that the black spots are actually just dry scabs.

Immediately after that, Malaysia Airlines worked on preparing the travel documents for Izan, Maryam and two other relatives. They were booked onto flight MH759 that departed Ho Chi Minh yesterday so that they would not have to spend another night in Saigon and incur more costs.

It was Malaysia Airlines staff from Saigon who drove the family back to the airport from their hotel. As they reached the airport at 1550 (3.50 p.m) hours, the Airport Services team had all the necessary documentation ready to ensure a fast check-in. A ground staff was especially assigned to escort the family through Immigration & Customs.

This was important as there was a query on the immigration stamp in their passports due to the previous day’s incident. Izan, baby Maryam and family managed to board Malaysia Airlines flight MH759 and departed Saigon for home at 1640 hrs (4.40 p.m).

Malaysia Airlines Group Chief Executive Officer, Ahmad Jauhari Yahya said, "We are glad that the team in Saigon displayed 100 per cent Malaysian Hospitality in this situation. The ability of the team to act beyond their normal duties is to be highly applauded.”

“It is also commendable that they did not break any rules of the standard procedures that we follow but yet managed to go out of their way in displaying a true spirit of compassion and empathy. I would like to personally thank all the staff that was directly involved in this case," Ahmad Jauhari added.

Safety of customers is of paramount importance at Malaysia Airlines and thus all measures were taken to help the stranded passengers and at the same time ensuring that no other passengers’ health were put at risk.

Malaysia Airlines flies three times daily to Ho Chi Minh City, Vietnam

 
* * * * * * * *

Berikut adalah terjemahan dari kenyataan di atas. Jika terdapat perbezaan, sila rujuk kepada kenyataan di atas:

1. SUBANG: Malaysia Airlines telah menerima pelbagai pertanyaan mengenai kesukaran yang dihadapi Izan Suhaila Mohd Ali bersama bayinya, Maryam Sofea yang telah dinafikan untuk terbang pulang melalui sebuah syarikat penerbangan semalam.

2. Kenyataan ini adalah merekodkan kronologi kejadian di pejabat Malaysia Airlines di bandar Ho Chi Minh (Saigon), Vietnam yang menjurus kepada keputusan untuk menerbangkan keduanya pulang ke Malaysia.

3. Malaysia Airlines mengetahui mengenai kejadian malang melibatkan Izan bersama bayi berusia 14 bulannya, Maryam dari pihak Tourism Malaysia. Berikutan ia adalah prosedur lazim bagi setiap penumpang yang mempunyai simptom penyakit berjangkit mendapatkan sijil 'sihat untuk terbang' daripada seorang doktor, Malaysia Airlines membuat keputusan membawa Maryam Sofea menemui doktor. Ini bagi memastikan tiada mana-mana penumpang yang bakal menaiki penerbangan MAS memberi risiko kesihatan terhadap penumpang lain. 

4. Berikutan itu, kakitangan Malaysia Airlines mengambil Izan bersama bayinya dari hotel penginapan untuk ke sebuah klinik. Doktor yang melakukan pemeriksaan mengesahkan yang bayi itu tidak menyebar penyakit. Doktor juga mengesahkan bayi itu keluar dari tempoh pengasingan dan tanda hitam adalah kuping kering.
 
5. Sejurus kemudian, kakitangan Malaysia Airlines terus menyediakan dokumen perjalanan untuik Izan, Maryam dan dua orang saudaranya. Mereka telah ditempatkan untuk terbang melalui penerbangan MH759 berlepas dari Ho Chin Minh semalam agar mereka tidak perlu lagi bermalam di Saigon yang menanggung pelbagai kos lagi.

6.  Kakitangan Malaysia Airlines sendiri yang memandu keluarga ini ke lapangan terbang daripada hotel penginapan mereka. Sebaik tiba di lapangan terbang pada jam 1550 (3.50 petang), kakitangan Khidmat Lapangan Terbang sudahpun menyediakan kesemua dokumen bagi memastikan kemasukan segera. Seorang kakitangan lapangan turut dikhususkan bagi membantu keluarga ini melepasi pemeriksaan Imigresen dan Kastam.

7. Ini adalah penting kerana terdapat pertanyaan terhadap chop imigresen pada pasport mereka berikutan insiden sehari sebelum. Izan, bayinya Maryam dan keluarga menaiki penerbangan Malaysia Airlines MH759 dan meninggalkan Saigon pada jam 1640 (4.40 petang).

 

8. Ketua Pegawai Eksekutif Kumpulan Malaysia Airlines, Ahmad Jauhari berkata, "Kami merasa bangga kerana pasukan di Saigon memaparkan 100 peratus Malaysian Hospitality dalam situasi ini. Kemampuan pasukan ini bertindak melebihi tugas lazim mereka sangat dipuji."

9. "Ia juga sangat dipuji kerana pasukan yang sama tidak melanggar sebarang peraturan mengikut prosedur standard yang dipatuhi namun mampu melaksanakan tanggungjawab berlandaskan belas kasihan dan empati. Saya ingin merakamkan terima kasih kepada semua kakitangan yang terlibat mengendalikan kes ini," tambah Ahmad Jauhari.

10. Keselamatan semua penumpang adalah keutamaan Malaysia Airlines dan semua langkah-langkah diambil bagi membantu penumpang yang terkandas sambil memastikan kesihatan penumpang lain tidak berisiko.

11. Malaysia Airlines terbang tiga kali sehari ke bandar Ho Chi Minh, Vietnam.

* * * * * * *

Sesungguhnya, terima kasih Malaysia Airlines kerana mengutamakan budaya Malaysia, mengutamakan tetamu. Apatah lagi ketika diperlukan. Terima kasih. 

Terima kasih kepada Ahmad Jauhari dan kesemua kakitangan Malaysia Airlines di Saigon kerana inilah khidmat pelanggan terbaik dan perlu dicontohi oleh semua syarikat korporat - go beyond. 

Apa yang dipaparkan di sini mengikut kronologi yang disiarkan, jelas SOP tersedia tidak bermakna kita mengenepikan nilai nilai kemanusiaan kita, belas kasihan, empati terhadap orang lain. 

Jika saya mengenali setiap seorang kakitangan Malaysia Airlines di Saigon, saya mahu menepuk bahu anda dan berkata: well done people, good job and may Allah repay all your kindness and effort.

TERIMA KASIH MALAYSIA AIRLINES.










24 comments:

Huurun Ain said...

ni publisiti untuk MAS ni. wahhh.. baiknya MAS~~

norhidana miswan said...

alhamdulillah, ada pihak yg membantu Izan n Maryam serta saudaranya di ho chi min... air asia sepatutnya belajar ngn MAS tentang nilai kemanusiaan, belas kasihan n empati... bukan cuma tau mengikut buku saja

Izz Latif said...

put aside the heroic actions taken by MAS as they DID that di bawah keperluan untuk membantu
apatah lagi itu orang kita, Malaysia, sendiri.
bukan MAS tampil semata2 utk dapatkan perhatian atau pujian
tp menunjukkan masih ada syrkt besar yang tidak terlalu 'korporat' tp masih berpegang pada prinsip kemanusiaan.
Well done MAS!

fabulousnana said...

Alhamdulillah...

Cipher said...

Lepas ni ground staff AA kat LCCT boleh dok rilex goyang kaki sbb tak ramai passenger.

Me-Si-Story-Teller-Blogger said...

Big Applause to MAS..!!
Humanity that's we want...

tak kesah la Mas nak tumpang glamer ke hape..sekurang2nya mereka sudi membantu Malaysian yg didalam kesusahan...

Kepak Merah said...

bukan publisiti yg menjadi ukuran. tapi tanggungjawab sbg rakyat Malaysia. tahniah MAS

mhmh said...

Tahniah Malaysia Airline. for me this is not merely cheap publicity stunt nor popularity gain. This is purely Malaysian Hospitality. This really show how’s REAL airlines operate , FULL OF PROFESSIONALISM and also beyond their SOW. Big Applause to Malaysia Airlines team. I know because I’m frequent traveler and experience many airlines operator around the globe. For me, MAS is among the top airlines operator in the world.

Shame on you Air Asia. You never learn your mistake.

Johan Cnd said...

Bravo MAS..

Herika said...

Proud of you MAS!!! Very poor service of AA!!!

Herika said...

Proud of you MAS!!! Very poor service from AA!!!

Herika said...

Proud of you MAS!!! Very poor service of AA!!!

Anisah Abdulwahab said...

No matter of publisity but humanity! Well done MAS

Anisah Abdulwahab said...

No matter of publicity but its a humanity! Well done MAS!

Mohammad najib said...

Mas untuk s.lama-lamanya di hati rakyat Malaysia.aa pergi Jln buat s.lama-lama nya di hati rakyat Malaysia.

PuanLala said...

When my 60 yrs old mum went to London, for the first time and alone, the ground staff MAS escorted her, starting from the check-in till the boarding in the flight. My mum informed, she is the first person to board in the plane before letting the rest of passengers in...
When she touched down London, again she has been escorted until the immigration, custom, take her luggage and even the staff has the courtesy to called up my sister at London to inform that my mum has safely arrived at London.
My mum worries regarding the immigration or custom procedures has actually has been a wonderful experience thanks to the hospitality been given.

musafir said...

Nak puji MAS jgn melambung sangt. Depa pun 2x5 juga sometimes. Ni cerita 'profesional' MAS:

Aku gi oversea kelas ekonomi. Tapi masa pegi dapat hadiah Business Class (1 hala). Sepajng perjalanan 3-4x pramugari dok offer sate kat aku. Aku kata taknak, ala sate, biasalah. Dia offer gak (sampai naik menyampah plak). Mmg layanan tip-top la. Yg ni ok la.

Tp yg tak syoknya, bila aku fly masa balik dlm kelas ekonomi, pramugari yg sama buat dek je kat aku, muka masam plak tu. Hampeh! Mana senyum manis kelas VIP? Yg ni aku tak puas hati. Jgn double standard pd client! Klas Ekonomi pun bayar gak.

Tp yg pasti aku dah malas nak naik Air Asia. Dari CEO sampai staf semua hampeh.

sheAYANG said...

Bravo MAS bravo!

AirAsia? Improvement pls. Terapkan aspek kemanusiaan tu lebih sket untuk staff anda.

Lucky Seven said...

Aku dari dulu memang percaya kat MAS 100%, walaupum harga mahal sikit tapi khidmat pelanggan memuaskan hati. Pengalaman pahit aku dengan Air Asia memang tak boleh aku lupa. Taubat le aku nak naik Air Asia lagi. Goodbye Air Asia .....Syabas MAS.

acis said...

terima kasih MAS, Saya Mesti Pilih....

jake Hydra said...

terbaik mas!!!

jake Hydra said...

terbaik mas

The Red Rambutan said...

Bro, aku dah 7 tahun boikot AirAsia.

JunAina said...

Ini bukanlah soal siapa menjadi hero tetapi lebih kepada soal utk membuka mata pihak lain supaya lebih prihatin.

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