Not an Enriching experience

This may come out looking like a complaint letter. But after what I went through it must be said that many locally owned company or GLC (Government Linked Companies) are truly what they are thought to be-Grossly Lethargic Confused Bunch. Why oh why in the world do they set up a customer service department when they have absolutely no idea how to handle or help the customers.

As a frequent traveller with MAS, my husband applied for the Enrich card. This with the hope that he will enjoy benefits, convenient ticket booking, change of flight schedule, redeeming travel points for vacation or flights with much ease, as claimed by MAS.

He was actually a Gold card member but was downgraded to Silver as he no longer thinks its beneficial flying MAS. With an accumulated 60,000 points, we decided to redeem it for a Golden Holiday vacation. This is after we were unable to redeem for a flight to London (and yes we requested for it 4 months before the flight date).

Anyway, we called the Enrich customer service to book for our vacation in Cherating a week ago (2 wks before our vacation date). So, in the back of my mine, I should be able to start making plans for my trip once they confirm it in the next 3 days, perhaps. But of course, as predictable as their incompentency, they couldnt confirm with us even after a week. Hey, we need to pack and etc etc....just tell us if its on or not. They couldnt even do that.

By the way, the customer service said we would actually help ourselves if we personally go to the MAS office.

So, my husband and I were feeling quite adventurous and we decided to go to MAS office Enrich counter. And yes again they couldnt help us. Apparently, the Enrich bunch could only minus points! The obvious thing for them to do is to send us elsewhere -down to ticketing Golden Holidays. So we did, took a number and waited.

Well, after waiting for 2 hours, the Golden Holiday ticketing officer said "you should not have come here until your holiday is confirmed. This is the payment counter". Imagine our frustration and anger! Do these people really know what they are doing?

I am wondering what is the point of having Enrich, when they cant even help us with a simple task like booking a holiday via the phone (talk about convenience). The hotel is either booked or not! Thats all we want to know. If its not, we will make plans for another holiday....Hello!!!! Does anyone have brains over there?

Thank god, the ticketing officer was quite helpful and patient although he had customers who equally wanted their flight plans changed etc and were equally frustrated. The scene at the ticketing office was that of passengers waiting exhaustedly for their delayed flight. Many were even sleeping.

Anyway, the officer confirmed the bookings for us, although it clearly wasnt his job. We too, called to hotel to check for room availability. Plenty were available. Why then, couldnt the customer service book and confirm our bookings within a week and inform us via a telephone call? Do they need 6 months notice?

Come on guys, you are suppose to make life easier for your customers just like what you have claimed. But obviously you guys are so complacent and have absolutely no idea of what to do and what other departments do. Frankly, there are too many of you with little substance. No smiling, no politeness, lethargic like the Government Departments and the list goes on.

We are leaving for Europe on a long vacation and we are flying SIA. Its cheaper by RM900 too!