As lockdowns begin to loosen around the world and the travelling public hesitantly looks towards the skies once again, airlines, travel insurers and other travel industry stakeholders are preoccupied with the question of how to make their offerings safe. Bottom line is essential, of course, but customers are more likely to come – and more likely to bring repeat business – if they feel secure and looked after.
Malaysia Airlines’ scheme, then, seems appropriate. The onboard hygiene kit, which includes hand sanitiser and a face mask, is offered as part of the airline’s ‘Fly Confidently’ campaign, which is also bolstered by a video explaining to travelling customers exactly what to expect when booking and taking a Malaysia Airlines flight. This includes a step-by-step guide to the experience, including home check-in, airport sanitation and screening measures, and onboard safety processes.
“The safety and wellbeing of our passengers and employees is of paramount importance to Malaysia Airlines,” said Daniel Bainbridge, the airline’s Regional Manager for the UK and Europe. “We hope that the Fly Confidently campaign will inform our customers and others travelling at this time of the extensive health and safety measures that have been put in place – including the provision of complimentary hygiene kits.”
The way that airlines and other such businesses approach the fallout from the Covid-19 pandemic and the resulting new normal will be an interesting test. In what promises to be an even more competitive and high-stakes business environment than before, it is highly likely that businesses that do not make customer safety a number one priority will not survive. Arguably, this is as much a moral test as it is one of business acumen – and if a company fails that test, does it even deserve to continue operating?