On the morning of 1 June, at around 1240pm, Encik Ramlan from the Baggage Claim Unit of Malaysia Airlines called me regarding my damaged wheelchair. He called to find out if I had sent the bill to them for my claim to be processed. He said he will try to expedite the reimbursement, possibly by Friday, when his boss returns to the office. Wuan had taken the required documents to fax it over to Malaysia Airlines for me. He called me back a short while later to inform me that he had received the documents and will definitely get back to me by Friday.
The next morning, Encik Remy from Malaysia Airlines called at around 9:00am. He wanted to find out more regarding my complaint. I told him like what I had written in the email. I took the opportunity to suggest that their staff handling such situations be educated to manage it with more compassion because our needs could be very different from that of other people. Hopefully, we can see some changes where handling of disabled passengers and their equipment are concerned.
Encik Ramlan called me at 10:35am this morning. He asked if we could meet. When I told him that I am homebound on weekdays, he suggested that he come over to meet me. He arrived at 11:35am and handed a letter from Malaysia Airlines’ Customer Relations Executive in reply to the email complaint. At the same time, he also brought a Receipt and Discharge Voucher for me to sign. I was reimbursed the full RM1300.00 for the new wheelchair.
I also conveyed to him that I hope incidents like these will not recur again the next time I fly with them. Their staff handling such cargo should be more careful. At the same time, staff manning the Lost and Found Office should have taken the initiative to get me a substitute wheelchair instead of washing his hands off me after taking down my report.
Here, I would like to record my gratitude to Jeff Ooi. He highlighted this issue in not one but three entries in Screenshots and invited his readers to write to Malaysia Airlines “for more sikap penyayang to be showered on disabled people” flying with them. I would also like to say a resounding “Thank You” to all readers of Screenshots and The Digital Awakening for writing to Malaysia Airlines regarding my complaint and all those who had one way or another helped in their own special ways and given me moral support. Please accept my sincere appreciation. Malaysia is a better place because of your kindness.