Malaysia Airlines Expands Digitalisation Of The Traveller Touchpoints With Its New Baggage Self-Service Reporting Feature


The national carrier embraces end-to-end digitalisation to facilitate seamless travel

New Delhi, 2 August 2022 – Malaysia Airlines passengers can now instantly report any delayed or missing baggage at any time of day with the introduction of its Baggage Self-Service Reporting feature. The launch of this new feature is in line with Malaysia Airlines’ bold step in digitalising the end-to-end traveller touchpoints and facilitating a seamless travel experience.

This feature allows Malaysia Airlines passengers to easily make a report, track and monitor the recovery process via their personal devices (mobile, table, laptop, etc.) in a safe and contactless environment. Passengers can also seamlessly communicate with airline representatives to get the latest information on their reports. The Baggage Self-service Reporting feature is available for passengers across all Malaysia Airlines’ domestic and international networks. 

Malaysia Airlines’ Group Chief Marketing and Customer Experience Officer, Lau Yin May said, “As travel demands continue to soar, travellers want simplified processes, and Malaysia Airlines is always ready to lend a helping hand and go the extra mile with our signature Malaysian Hospitality. We want to take the hassle off their travels by digitalising the traveller journey; from biometric facial recognition during check-in, shopping for goodies via Journify and having them delivered to the boarding gate for departing and arriving passengers at KLIA, and now reporting and tracking any baggage issues they face, online. This is also timely as it gives peace of mind and reassurance to our passengers that their needs are taken care of, especially when travelling during this peak period as many airports globally are facing operational challenges in managing the influx of revenge travellers.

We are continuously looking for ways to enhance our service offerings, and the Baggage Self-service Reporting feature aligns with our efforts to offer comprehensive and integrated end-to-end solutions for our passengers. The latest addition to our contactless services reinforces our strong commitment to provide safe, hygienic and seamless journeys for customers who travel with Malaysia Airlines.”

The launch of the Baggage Self-service Reporting feature also further complements the airline’s efforts to ensure efficiency across its operations as global travel demands continue to rise. The airline recently reaffirmed its commitment to continuous improvements in managing customer queries; reducing the average waiting time to below 20 minutes to address the queries received via its contact centre.

As part of the Group’s wider digitalisation roadmap, the airline also offers a suite of products to cater to all travellers’ needs, including students via its MHexplorer programme, which offers discounts on flight tickets all-year round, additional baggage allowance, shopping discounts, and many more.

The national carrier also recently launched its newest in-flight safety video, Satu Dua Tiga, Jom!, which reinforces its efforts to ensure passenger safety through a catchy, musical rendition of the in-flight safety demonstrations and encourages passengers to Fly Confidently.

For more information and to access the Baggage Self-service Reporting feature, visit the airline’s official website at and be sure to download the Malaysia Airlines app for the latest deals and promotions.


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