Malaysia-Airlines | Our clients | TMI - Experts in Customer Experience

Malaysia Airlines


  • MAS was awarded 5-star status in July 2012 by Skytrax
  • MAS’ A380 design ideas were highlighted by CNN travel blogs as examples of understanding today’s customer needs
  • Launch of flagship A380 experience

“TMI embarked on the journey with Malaysia Airlines on a project that would induce change in the way the staff thought about designing and developing new products, from being products and service-centric to customer focused. One of the outputs became fondly known as the ‘Blue Book’ – a blueprint of our customers’ ideal experience when journeying with Malaysia Airlines. Throughout our journey, the TMI team had shown tremendous dedication, passion, diligence and enthusiasm to see Malaysia Airlines as well as the team succeed. Most of all the care, concern and partnership attitude that was shown by the TMI team in providing counsel and information was truly what made the project take-off, despite the heavy turmoil that was happening inside and around the airline. I could not have asked for a better partner to see through the Customer Experience project for Malaysia Airlines."

Anneliza Zainal, VP, Strategy, Policies and Programs, Customer Experience Management