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a. Introduction
1.0 Background Of Malaysia Airlines
Malaysia Airlines System Berhad is also known as MAS in short. MAS is founded in
1947 as Malayan Airways, but it has change its name as Malaysian Airline System in
1 October 1972. MAS is the flag carrier which is own by government of Malaysia.
MAS headquarters is situated at Sultan Abdul Aziz Shah Airport in Subang, Selangor.
MAS operates flights at its first base in Kuala Lumpur International Airport, and
secondary base in Kota Kinabalu.
Malaysian Airlines System Berhad is the holding company for Malaysia’s
national airlines carrier, one of the fastest growing airlines in Asia. Malaysia Airlines
has two airline subsidiaries, which is Firefly MASwings. Firefly operates scheduled
flights from its two home bases Penang International Airport and Subang
International Airport. The airlines focuses on tertiary cities although has recently
launched services to Borneo from Kuala Lumpur International Airport. MASwings
focuses or inter-Borneo flights. Malaysia Airlines has a freighter fleet operated by
MASKargo, which managers freighter flights and aircraft cargo-hold capacity for all
Malaysia Airlines’ passenger flights.
MAS are using this type of craft Airbus A330–200 and A330-300. Boeing 737-
400, 800 and 400/400. Malaysia Airlines operates a fleet of aircraft with two cabin
configurations. Malaysia Airlines B777-200ER fleet has a two configuration which is
Golden Club Class and Economy Class. Its B747-400 fleet has a three-cabin
configuration, also including First Class. Malaysia Airlines premium cabins and
Economy Class have been giving numerous awards for excellence in product and
service delivery.
From a small air service, Malaysia airlines have grown to become award–
winning airline with more than 1000 aircraft, servicing more than 110 destinations
across six continents.
The slogan for Malaysia Airlines is “Going Beyond Expectations”. On 25
January 2007, Malaysia Airlines launched MH Campaign which means Malaysian
Hospitality.
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Malaysia Airlines also practiced the online booking and buying to make their
reservation or purchasing way easier for passenger. With this online purchasing, the
passengers need to fulfil their details like the destination they want to go and the
departure place they want. The payment will settling via the online banking. Internet
user can book their air ticket, hotel , and train ticket and rent car via Malaysia Airlines
Website.
MAS is a type brick and click company. This is MAS offer both offline and
online ticket booking systems. MAS allows customers to order air ticket and other
services online, and other services also provided. MAS also have its ticketing counter
and office in big city in selected state.
The main products offer by Malaysia Airlines web-site is flight tickets. Besides, it also
provides car rental, hotel booking, booking railway ticket and holiday packages.
1.1 History of Malaysia Airlines
A joint initiative of the Ocean Steamship Company of Liverpool, the Straits Steamship
of Singapore and Imperial Airways led to a proposal to the government of the
Colonial Straits Settlement to run an air service between Penang and Singapore,
resulting in the incorporation of Malayan Airways Limited (MAL), on the 12th of
October, 1937.
The 1960s was a significant decade; as the country that known as Malaysia
was formed in 1963 (incorporating Malaya, Singapore, Sabah and Sarawak.
Malaysian Airlines Limited not long after, welcomed Borneo Airways Limited into its
family.
There are changes a couple of years later, it is due to the split-up of
Singapore from Malaysia, but the airline continued to service in both countries as a
bi-national airline, and renamed Malaysia-Singapore Airlines (MSA). As the airline
continued to grow, with the contribution of both countries’ governments (which
acquired joint majority of the airline in 1966), more international routes were
expanded .
In 1970, the defining moment of the airlines as we know it today. In the early
decade – 1971 to be exact – both the Malaysia and Singapore governments agreed
to set up separate airlines. Malaysians Airways Limited was formed. One year later,
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MAS became Malaysian Airline System (MAS). MAS were officially launched on 30
September 1972, the airline took to the skies as truly Malaysia’s very own national
carrier on 31 September– three months ahead of schedule. Great things were
beckoning MAS in the 80s and logistical innovations ensured that the airline was on
the right track.
In February 1980, we implemented a computerised cargo retrieval system and
a year later, MAS RM2.6million maintenance hangar was officially opened.
The most significant moment for the airlines – and one that help build our future
success – was the 1985 privatization of the airline, the first Malaysian government
agency to do so. In November that same year, the now-private entity MAS was listed
on the Kuala Lumpur Stock Exchange. In 1987, we shortened our name to Malaysia
Airlines.
In 1991, the airline received the 1990 Asian Institute of Management/World
Executive’s Digest Management Award in the General Management category. That
same year, we accepted the TDC 1990 Tourism Gold Award and one year later, our
fourth Boeing award for dispatch reliability of our B737 fleet.
Throughout the 90s, we consistently came out tops in several airline surveys
conducted by such renowned organizations as In-flight Research Services (IRS), UK.
Skytrak UK first awarded us World’s Best Cabin Crew in 2001 and to date –
the most recent award just a few months ago – we have won this coveted title 6
times. Skytrax also ranked us a 5-star airline in 2005, a prestige we have continued
to uphold.
The new millennium saw MAS achieving their dream of being an
internationally recognised and respected airline by the 21st century. Besides the
numerous awards (over 100 in the last decade alone), we continued to be a
dominant force in the Asian and global airline industry.
In December 2005, Dato’ Sri Idris Jala joined Malaysian Airlines as our
Managing Director/Chief Executive Officer. Dato’ Seri Idris introduced the airlines’
three-year Business Turnaround Plan in 2006, which restructuring of domestic
andinternational flight routes. These moves would prove successful; in just two years,
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Dato’ Seri Idris turned the airline around from a nine-month loss of RM1.3bil in 2005
to a RM851million net profit in 2007.
1.2 Vision, Mission and Objective
Vision
i. An airline uniquely renowned for its personal touch, warmth and efficiency.
ii. To be the World’s five star value carrier(FSVC).
iii. To be the airline of excellence
iv. Going beyond expectations
Mission
i. To provide air travel and transport service that rank among the best in terms of safety,
comfort and punctuality.
ii. Make Malaysia Airlines one of the leading standard bearers for the airline industry in
term of safety, efficiency and quality of service.
iii. To be a profitable airline
List of Objectives
i. Highest level of safety
ii. Satisfy legal requirements
iii. Operations are conducted in the most efficient manner
iv. Drive structural cost management
v. Ability to map efficiency in each area of operations
vi. Position as benchmark in the aviation industry
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1.3 Organisational Structure
Figure 1.0: Malaysia Airline System Organizational Structure
Senior Management of Malaysia Airlines
1. Tengku Dato’ Azmil Zahruddin bin
Raja Abdul Aziz
Managing Director / Chief
Executive Officer
9. Effendi bin Abdul Rahman
Senior General Manager, Human Resources
2. Mohd. Azha bin Abdul Jalil
Chief Executive Officer
10.. Muzzaffar bin Othman
Senior General Manager, MD’s Office
3. Captain Mohamed Azharuddin bin
Osman
Director of Operations
11. Shahari bin Sulaiman
Managing Director, MASkargo
4. Dato’ Captain Mohd Nawawi bin
Awang
12. Dato’ Eddy Leong Chin Tung
Managing Director, Firefly
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Senior General Manager, External
Relations
5. Indira Nair
Senior General Manager,
Communications
13. Dato’ Mohd Salleh bin Ahmad Tabrani
Managing Director – MASwings
General Manager – Transition Management
6. Dr Amin Khan
Senior General Manager, Network
& Revenue Management
14. Captain Dr Ooi Teong Siew
General Manager, Corporate Safety, Security,
Health and Environment
7. Dato’ Bernard Francis
Senior General Manager, Sales &
Marketing
15. Shahjanaz binti Kamaruddin
Company Secretary
8. Mohd Roslan bin Ismail
Senior General Manager,
Engineering & Maintenance
Managing Director, MAS
Aerospace Engineering
16. Esther Yap Siew Yen
Chief Internal Auditor
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b. The Organisation and Internal Workings
i. Website Walk-through
Figure 1.1: Malaysia Airlines Homepage
