Enrich Loyalty & Frequent Flyer Programme
Malaysia Airlines
P.O. Box 8002
Kelana Jaya
46780 Petaling Jaya
Selangor Dahrul Ehsan
Malaysia

cc. Customer Feedback

RE: Claiming of previous Enrich miles for MH XXXXXXX

With the regards on the above, I would like to claim miles from 3 of my previous flights. I understand that claiming of previous Enrich Miles is not permitted but I would like to put my case forward for special consideration. This will also affect my decision whether I should continue flying MAS or switch to another airline.

Prior to my flight to London (MH2 04 Nov 05) from KLIA, I have enquired for Enrich membership at the check-in counter and was then directed by the check-in crew to go to the MAS Customer Care service in the building itself for the application. When I asked for an application form at the Customer Care office, I was told by your staff that they have run out of stock, which I found rather outrageous. I then enquired if I can claim my Enrich Miles later, she firmly told me that it was alright and the procedure is by submitting my boarding pass (and she did not mention about air ticket – which I later found out is required when claiming missing miles!).

With that assurance in mind, I then applied for my membership online at MAS website. This is when my true nightmare started. I was sure that I had submitted the form and reached the confirmation screen. I did not receive ANY reply or any email whatsoever for the next 2 – 3 weeks. So I decided to call up MAS Call Centre from London to see if they have received my application. I was told by the officer that they didn’t receive anything and was told to re-apply. I then re-apply online and ensured that I reached the confirmation screen and I had on purposely pressed submitted a few times to ensure that it will go through. But again, after 3 weeks, I did not receive anything at all. I called the MAS Call Centre again, and was told they didn’t receive my application! At this point I am very frustrated, but continue to fly with MAS on the assurance that my Enrich Miles will be accrued. By this time I had already flew MAS 3 times (KUL-LHR)! On my THIRD ATTEMPT to apply online, I finally received my membership on 5th March, before my flight back to KL (MH3 25th March).

Now I am requesting that for my previous 3 flights Enrich Miles to credit to my account on the above basis where: -

1) I was given assurance by MAS staff (MAS Customer Care Office in KLIA) that miles can be credited before membership
2) I have attempted to apply for membership 3 times, and only on the third I got my membership

I hope I will receive a reply as soon as possible before I make my decision to continue flying MAS or to switch to SIA for their KrisFlyer programme. Not only their fares are cheaper, they offer better Miles as I have Citibank Credit Card Reward Points and in future with the American Express SIA Krisflyer Gold Card. At the same time, I have already applied for the membership via their website, and was given my membership number IMMEDIATELY after I had clicked my submit button. But before I decide to switch to SIA, I would like to see if I should continue to fly with MAS, of course with the below flights’ miles credited to my account, I will continue to fly with MAS as I have a reason to.

Below are the 3 flights that I hope you will grant Enrich Miles to my above account. I have also enclosed my boarding tickets and pass.

Class Flight No Date Time
Y MH 0002 04 Nov 05 2355
Y MH 0001 25 Jan 06 2200
Y MH 0002 11 Feb 06 2355

I really hope that I am given the incentive to continue flying MAS, being a Malaysian and wanting to see this company continue flying high and Going Beyond Expectations.

Thanks,

MH XXXXXX