I refer to your editorial 'Meeting Market Needs is Essential' (Airline Business, May). This is timely advice to carriers bent on taking rapid steps to realise their goals.
Malaysia's national carrier is also experimenting with the new approach. In doing so, it has uprooted the very structure of the company with staff being treated ruthlessly.
There is little or no importance given to the needs of the customers. What really matters is maximisation of profits - either from passengers or by undertaking third party jobs for other carriers.
A Razak Dawood
Petaling Jaya
Malaysia
Source: Airline Business