Malaysia Airlines won the World’s Best Cabin Staff award at the World Airlines Award 2007 taking the top position in this 11 month survey, conducted between August 2006 and June 2007, in a closely contested survey between the final top 3 airlines.
Malaysia Airlines Managing Director / CEO, Idris Jala said, “I am very proud of our cabin crew and their outstanding performance. Our crew treat our customers as guests in our own home. They are natural, spontaneous, determined and willing to demonstrate the best of Malaysian hospitality.” “Throughout the year, our crew worked very hard to improve our service delivery as part of our airline-wide initiative to enhance customer experience, and I am delighted that their efforts have been recognized by the customers. This will go a long way in building our brand, customer value and relationship.” The cabin staff showcased their winning ways, and regained the award which they won for several years in the past.
Focused on the quality of onboard customer experience, the survey also looked at the “soft service” provided including cabin staff friendliness, enthusiasm and attentiveness, sincerity as well as consistency in service delivery, in addition to the usual general service efficiency.
Commenting on the survey result, Skytrax CEO, Mr Edward Plaisted said “For the last 4 weeks of this survey, we have seen the winning position move around between the final top 3 airlines several times. In the end, Malaysia Airlines’ passenger support saw them through to the 2007 title, and we congratulate them for this worthy achievement.”
The worldwide survey data for this Cabin Staff award involved more than 3 million respondents representing over 90 different passenger nationalities. Passengers nominated airlines in the 2007 Best Cabin Staff Awards, based upon a wide variety of service quality attributes for cabin staff, including assistance during boarding, enthusiasm, sincerity, courtesy, and consistency of quality among staff. Skytrax Research of London, UK is an independent organization with 18 years specialist experience in airline research. The survey results are published on the web page World Airline Survey - Cabin Staff Awards The World Airline Awards ® are based on the annual World Airline Survey managed by Skytrax - carried out between August 2006 and June 2007. The Survey is regarded as the primary benchmarking tool for Passenger Satisfaction levels of airlines throughout the world - constituting a unique survey format based upon analysis of both business and leisure travellers, and across all cabin travel types (First / Business / Premium Economy & Economy class passengers). The worldwide survey interviews totalled over 14 million respondents - an increase of 1.2 million interviews on the 2006 result, with over 90 different passenger nationalities participating in the survey