Malaysia Airlines has suffered two tragic incidents this year which cost 537 lives and billions of dollars but most importantly the trust of passengers.
MH370 which was flying from Kuala Lumpur to Beijing on March 8, 2014 was disappeared after its contact was lost with air-traffic control in less than hour after take-off. The debris or wreckage and passengers (227 + 12) were never found, there is a search ongoing in the Indian ocean by several countries after Inmarsat located the probable crashing site after analysing and computing the pings sent by the aircraft to satellites but it also has so far yielded no results. Families of victims has accused the airline and governments to hide the facts. Investigations have pointed fingers at its 53-year old Captain Zaharie Shah who had 18,000+ hours of flight experience, a flight stimulator of Boeing 700-200 aircraft was found in his house with a deleted flight path into the Southern Ocean where the plane could be landed on an island with a small runway.
This blow probably wasn’t enough for the Malaysia Airlines as MH17 which was flying from Amsterdam to Kuala Lumpur on July 17, 2014 was shot down probably by a Buk surface-to-air missile at height of 33, 000+ feet when it was flying over the war torn region of Donetsk – Ukraine. All passengers (283 + 15) were killed with in few milliseconds. Immediately a conversation between the commanders and leaders of pro-Russian separatists was released by Kiev government who were allegedly discussing the shoot-down of aircraft which they mistakenly thought of it as a military jet and later found that it was a civilian jet. US put blame on Russia for arming & training the rebels with such a sophisticated surface-to-air device but Russia dismissed it by saying that all the accusations are baseless. The crime scene was spread over a long area as there was a huge distance between the crashing site and the places where some of the bodies fell, one of the bodies fell in the house which freaked its owner and neighbours. One of the freelance journalist described the crash site as devastating. He told CNN that he was worried of stepping over on a human organ as they were scattered everywhere and he never saw anything like this. Blackboxes of the flight were handed over to the Malaysia Airlines by rebels. Bodies & remains which laid out in the open for two days were finally collected and saved in a refrigerated train which then headed to Netherlands. International investigators were thrilled to see the vast amount of area they needed to investigate to collect evidences and were also disappointed for the poor confiscation of the crime scene as rebels had no idea of how to deal with such events.
Malaysia Airlines is already under debt and losing customers’ trust. They have no answers to the question of the families of victims as they themselves don’t know the answer of the question, that why they are at the receiving end. Future of thousands of its employees is under danger as company may very well be forced to sack some of them in an effort to minimise the loss. They’ll also be paying to the families of victims for the lost of their loved-ones and they can also be trailed in International Court of Justice & International Criminal Court. But what else they can do the limit the loss and rebuild the trust with the customers, well:
- They need to cut expenses by sacking employees.
- They need to cut down on meals which they are offering during the flight.
- They need to fly for more routes.
- They need to have more seats on aircraft.
- They need to maintain service level.
- They need to manage ticket prices better so to compete with other airlines who are offering cheap tickets.
- They need to scrutinise their staff and crew members to see if they’re better trained, what are their political and religious believes and how friendly they are.
- They need to cut staff salaries.
- They need to get a bailout package from the Malaysian Government.
- They need to market the actions they are undertaking to make sure the safety of passengers.
It’ll take time but with good managing and planning Malaysia Airline can once again recover and become one of the best airlines around.