I was absolutely dissatisfied with the way Malaysia Airlines responded to my damaged wheelchair complaint at their Lost and Found Office in KLIA. The following is the letter sent via email to their Customer Response Centre (firstname.lastname@example.org).
Customer Response Centre
With reference to the above, I would like to file an official complaint with regards to the mishandling of my wheelchair to the extent that it was severely damaged when I arrived at KLIA from Penang.
I am totally dependent on the wheelchair for mobility and independence. The damage caused great inconvenience to me because it rendered the wheelchair non-functional if I was left to use it on my own.
The staff who attended to me at the Lost and Found Office in KLIA was unhelpful. My request for a substitute wheelchair was turned down. His reply was that Malaysia Airlines does not provide for such contingencies and that I should get the wheelchair repaired by myself and to claim the expenses from Malaysia Airlines later.
With my mobility impaired to such an extent, how was I able to continue on my journey, let alone get it repaired? I would like to invite your staff handling such complaints to use that damaged wheelchair for the length from the Lost and Found Office right up to the exit at KL Sentral to see if they could cover that distance. This would be a good exposure for them to understand what I would have gone through and perhaps make them more sensitive in handling similar cases in the future.
Without the help of the escorts that Malaysia Airlines provided upon arrival, the porters of the KLIA Express and my girlfriend who was waiting for me at KL Sentral, I would have been virtually stranded.
From KL Sentral, I had to take a cab and rush to a shop dealing in wheelchairs in Cheras as they were closing at 4:00pm. Upon inspection, the manager informed me that the frame of the wheelchair was badly bent and suggested that I get a new wheelchair instead. Repairing such damage would have been pointless.
I had to pay for a new wheelchair. I would like to know what Malaysia Airlines would have done if I did not have the means to pay for it. As an analogy, would you have sent a man, whose two legs were fractured due to Malaysia Airlines’ negligence, to seek medical attention and pay for the medical expenses by himself? I was exactly like a man with two broken legs because without the use of my wheelchair, I was totally helpless.
I used to hold Malaysia Airlines in high regards. I was happy with the services accorded to me the previous times that I traveled alone. This incident has changed that perspective.
The damage was caused by negligence and incompetence on your side. The very least Malaysia Airlines could have done after that was to loan a wheelchair to me until I was able to get mine repaired or replaced. What would have happened to me if I was unable to get a replacement wheelchair? I would have lost all my independence and mobility. The insensitivity of your staff in handling this incident leaves much to be desired.
In all seriousness I hope you will look into this problem and remedy it before the good name of the national carrier is permanently tarnished.
A Series of Unfortunate Events