Tue. Oct 22nd, 2019

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Malaysia Airlines CEO Sent Shocking Message On The Future of the Airlines

7 min read

There are many reports on Malaysia Airlines for the past few days after Khazanah posts loss before tax of RM6.27b in 2018. Many ‘experts’ and ‘consultants’ blamed Malaysia Airlines for the loss and there were echoes to either close down or to sell Malaysia Airlines. For that, Malaysia Airlines Group CEO Captain Izham Ismail sent a shocking internal circular message to all the Malaysia Airlines Berhad employees this morning.

According to the transcript, Malaysia Airlines CEO met Tun Mahathir Mohamad in November 2018 with new plans which is targeted to be rolled out in April/May this year. Tun Mahathir acknowledged the challenges and stated that Malaysia Airlines is an instrument of policy and Malaysia needs this airline.

Below are the Full Transcript from Malaysia Airlines CEO Internal Circular Message To All MAB Employees This Morning in English and Malay.

CIRCULAR FROM GROUP CHIEF EXECUTIVE OFFICER (GCEO)

To : All Employees Systemwide

Date : 9 March 2019

Dear Colleagues,

The spotlight was on us this whole week and I know how the unfavourable things written about us in the media have affected you greatly. It’s difficult to stay strong when you know the things being discussed will personally affect you and all your families.

“Does Malaysia need a national airline?” “Should Khazanah just sell-off or even shutdown Malaysia Airlines?”

I’m sure these sensational news headlines have affected your spirits and many have personally voiced their concerns to me. What will happen to all of us? Will we still have our jobs? Will we still be able to feed our families?

As your leader in this organization, I urge you to not let the noise distract us from our focus or hinder our efforts towards turning around the Company. We have come too far to let others break us apart.

2018 was a very challenging year for us operationally however we have managed to score substantial wins across the board. I am happy to see tremendous progress across the Group especially in our customer satisfaction index and in our net promoter score which both saw great traction. We also achieved solid operational stability in 2018, with OTP, disruption management and mishandled baggage improvements. The recent IOSA audit proved how we are capable of turning things around when we put our minds to it and work as a team. The audit saw 4 findings in 2019 from 110 in 2017. That is a remarkable turnaround and we should all be very proud.

Just last night we were accorded Best Airline in Asia Award by the International Council of Pacific Area Travel Writers Association (PATWA). A panel of secret jury that comprise of mystery travelers, members and officials of PATWA, recognise individuals and organisations that have excelled in promoting tourism across aviation, hotels, travel agencies, tour operators, destinations, government bodies and tourism ministries. The awards are now in their 18th year and have earned a reputation as one of the most coveted and sought-after awards in the travel industry.

Who are the outsiders to say that we have not done any good for the country?

The management and I together with the Board are well aware that the aviation landscape here in Asia has especially been tough with intense competition with fuel and forex volatility among others. We acknowledge the fact that we cannot remain status quo in managing this airline. Therefore in September 2018 we had started on a plan to remodel the business. Two months later in November I met YAB Prime Minister and Chairman of Khazanah, Tun Mahathir Mohamad to brief him of our situation and what we were planning to do about it. Tun Mahathir acknowledged our challenges and stated that Malaysia Airlines is an instrument of policy and that Malaysia needs this national airline. We are currently at the stage of refining the plan which is targeted to be rolled out in April/May time frame.

While this is being done I have also continued with my usual walkabouts, most recently on Tuesday, 5 March. After 40 years in the airline never have I felt such a sense of purpose. I got goosebumps from the atmosphere and buzz I received from all of you and the intense morale displayed. I was deeply moved by the commitment you demonstrated to the company.

The amount of sweat, blood and energy that you have put into, shows that you are giving your utmost best and that you sincerely, wholeheartedly want to contribute in any way you can to ensure the success of Malaysia Airlines.

I am so proud of you, proud of your sacrifices, and I urge you not to let the noise out there demotivate us. The Board stands beside us and we must continue to believe, continue to have faith.

The Malaysia Airlines brand is still very relevant unlike what others may say. We have data that supports this and we know that Malaysia Airlines, as the country’s national carrier, has sealed its status as a national icon that all Malaysians resonate with.

Yes there are people out there who don’t believe that we will pull it off. All I can say is, more than ever this is the time we need to be united and work towards one goal, giving your best to Malaysia Airlines.

Thank you.

Izham Ismail

(UNTUK KEGUNAAN DALAMAN SAHAJA)

SURAT PEKELILING DARIPADA KETUA PEGAWAI EKSEKUTIF KUMPULAN  

Kepada : Semua Kakitangan

Tarikh : 9 Mac 2019

Rakan-rakan yang dihormati,

Kita menjadi tumpuan media sepanjang minggu ini dan saya tahu perkara-perkara yang dibincangkan telah memberi kesan mendalam kepada anda. Sukar untuk kita kekal kuat apabila kita tahu perkara yang dibincangkan akan memberi kesan secara peribadi dan kepada keluarga kita.

“Adakah Malaysia memerlukan syarikat penerbangan nasional?” “Adakah Khazanah patut menjual dan tutup Malaysia Airlines?”

Saya yakin tajuk-tajuk berita sensasi ini telah menjejaskan semangat anda dan ramai yang secara peribadi menyuarakan kebimbangan mereka kepada saya. Apa yang akan berlaku kepada kita semua? Adakah kita masih mempunyai pekerjaan? Adakah kita masih dapat menyara keluarga kita?

Sebagai pemimpin dalam organisasi ini, saya menggesa anda supaya tidak membiarkan cakap-cakap ini mengganggu tumpuan atau menghalang usaha kita memulihkan Syarikat. Kita sudah melangkah jauh ke hadapan untuk membiarkan orang lain memecahkan kita.

2018 adalah tahun yang sangat mencabar untuk operasi kita namun kita berjaya mencatat banyak kemenangan dalam pelbagai bidang. Saya gembira melihat kemajuan yang luar biasa di seluruh Kumpulan terutamanya dalam indeks kepuasan pelanggan dan dalam skor promoter bersih (net promoter score) yang kedua-duanya mencatat daya tarikan yang hebat. Kita juga mencapai kestabilan operasi yang mantap pada tahun 2018, dengan OTP, pengurusan gangguan dan salah kendalian bagasi menunjukkan kemajuan yang memberangsangkan. Audit IOSA baru-baru ini membuktikan bagaimana kita mampu mengubah keadaan apabila kita meletakkan minda kita kepada sesuatu dan bekerja sebagai satu pasukan. Audit menyaksikan empat penemuan pada tahun 2019 daripada 110 pada 2017. Ini adalah pemulihan yang luar biasa dan kita semua harus berasa bangga.

Malam tadi kita dinobatkan sebagai Syarikat Penerbangan Terbaik di Asia oleh Persatuan Penulis Perjalanan Kawasan Pasifik Antarabangsa (PATWA). Panel juri rahsia yang terdiri daripada pelancong misteri, ahli dan pegawai PATWA, mengiktiraf individu dan organisasi yang cemerlang dalam mempromosikan pelancongan merangkumi penerbangan, hotel, agensi pelancongan, pengendali pelancongan, destinasi, badan kerajaan dan kementerian pelancongan. Penganugerahan ini kini berada di tahun ke-18 dan telah mendapat reputasi sebagai salah satu penghargaan yang paling diingini dan dicari dalam industri pelancongan.

Siapakah orang luar yang mengatakan bahawa kita tidak melakukan apa-apa yang baik untuk negara?

Pihak pengurusan dan saya bersama Lembaga Pengarah sedar bahawa landskap penerbangan di Asia amat mencabar dengan persaingan sengit di samping volatiliti bahan bakar dan tukaran wang asing antara lain. Kami mengakui kita tidak boleh kekal status quo dalam menguruskan syarikat penerbangan ini. Oleh itu, pada September 2018, kami telah memulakan rancangan untuk merombak perniagaan. Dua bulan kemudian pada bulan November, saya bertemu YAB Perdana Menteri dan Pengerusi Khazanah, Tun Mahathir Mohamad untuk memberi taklimat tentang keadaan kita dan apa yang kita sedang rancang untuk lakukan. Tun Mahathir maklum mengenai kesukaran yang kita hadapi dan menyatakan bahawa Malaysia Airlines adalah instrumen dasar dan Malaysia memerlukan syarikat penerbangan nasional ini. Kami kini berada di peringkat penambahbaikan pelan yang disasarkan untuk dilancarkan pada bulan April/Mei.

Sedang perkara ini dilakukan, saya juga meneruskan turun padang seperti biasa, paling baru pada hari Selasa, 5 Mac. Selepas 40 tahun di dalam syarikat penerbangan ini, belum pernah saya merasakan semangat perjuangan sebagaimana saya saksikan pada hari itu. Meremang bulu roma saya merasakan suasana di tempat kerja dan semangat sengit yang dipaparkan. Saya begitu tersentuh dan berasa hiba melihat komitmen yang anda tunjukkan kepada syarikat.

Setiap titisan peluh, darah dan tenaga yang anda curahkan, menunjukkan bahawa anda memberi yang terbaik dan anda sepenuh hati serta ikhlas menyumbang dalam apa jua cara untuk memastikan kejayaan Malaysia Airlines.

Saya berbangga dengan anda, bangga dengan pengorbanan anda, dan saya mengajak anda untuk tidak membiarkan cakap-cakap di luar sana mematahkan semangat kita. Lembaga Pengarah bersama-sama kita dalam perjuangan ini dan kita mesti terus percaya kita mampu melakukannya.

Jenama Malaysia Airlines masih sangat relevan tidak seperti apa yang orang lain katakan. Saya mempunyai data yang menyokong kenyataan ini dan kita tahu bahawa Malaysia Airlines, sebagai syarikat penerbangan kebangsaan negara, telah menetapkan statusnya sebagai ikon kebangsaan yang diterima oleh semua rakyat Malaysia.

Ya, ada orang di luar sana yang tidak yakin kita mampu melakukannya. Apa yang boleh saya katakan adalah, inilah masanya untuk kita bersatu dan berusaha ke arah satu matlamat, memberikan yang terbaik kepada Malaysia Airlines.

Terima kasih.

Izham Ismail

My first flight experience was with Malaysia Airlines in 1992. I blogged about it somewhere in the past and I was taking the shuttle plane from Changi Airport to Subang Airport back then. I was very nervous back then as I was traveling alone. I was seated with the stewardess at the back seat. If you ask me about Malaysia Airlines, it always give me back great memories. This is what I can say about Malaysia Airlines after dozens of flights with them since 1992 until today. Is Malaysia Airlines relevant in 2019? This is not up to us to say but it will be decided by Khazanah or government.

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