Customer logon to MAS online booking system to book ticket, after fill in the necessary information, upon clicking submit, all the info overwritten and can’t make any changes, so customer drop an email to them for the approval for names changes, but it need to charged RM 65 penalty for each traveler. Customer stunt as the error was caused by the system and they asked for charges, in the reply, it mentioned that “Our online booking system is designed in such a way”. It is unfair to have the customer paying for penalty for the system error services provided by the online booking.
Managing Information System of Malaysia Airlines
