I am proud that Malaysia Airlines is the preferred carrier for many people. It provides the only direct service from the UK to Malaysia and vice-versa, from Heathrow, which is relatively easy to access, unlike Stansted.

In my line of work, where time is of the essence, I would recommend both (the airline and airport).

Obviously, we are delighted when Malaysia Airlines was widely praised recently - ‘Best in Travel’ (Smart Travel Asia), ‘Five-Star Airline’ and ‘Best Cabin Staff’ (both by Skytrax) were some of the awards.

However, one wonders whether all these awards are causing some regional offices to be complacent and giddy with accolades, resulting in the unmistakable display of arrogance.

At the beginning of November, when I was in England, I needed detailed travel advice for our company, plus information about Malaysia Airlines’s new check-in counter at Terminal 4, Heathrow.

Using the contact numbers displayed on the website, I then spent several days (yes, days!), and several Great Britian pounds, trying to contact all the telephone numbers they listed. Every time I called, I was put on hold, placed in a loop, then after several minutes of waiting (each averaging 20 minutes), the line was automatically cut-off.

I tried each of the options available - Customer Services, Reservations, Confirmations etcetera, as suggested by the automated recording, but to no avail.

I even tried the option of being connected to the Regional Area Manager’s office (Syed Abdullah). You guessed it. After waiting several minutes, the automated response told me, ‘….there is no one available to answer your call…’, then promptly cut me off. Again!

On another occasion, the automated response even told me to try an alternative number. Can you imagine the intense frustration (and rage) of not being able to tell the recorded message, that the number it had just provided was the number it had earlier suggested I try?

Malaysia Airlines UK, what is the point of supplying telephone numbers when there is no one to take the call? When I telephoned during office hours and at the weekend, the automated response suggested I try the airport, which I did, but no one picked up the phone.

Malaysia Airlines has two arrivals/departures a day for Heathrow. The staff cannot be preoccupied with passengers all day long, can they? Have the cost-cutting measures pared the staff down to skeletal levels? Thereby looms the question, will safety be compromised?

I do not mind soothing background music while waiting to be connected, but I object to the loud music that drowns out the automated response. One can barely pick out the options suggested, not that it will make any difference. Incidentally, I left a message on the website, but they did not get back to me.

I also know from the bitter experience of others and those of colleagues, that Malaysia Airlines does not acknowledge all letters of complaints but practices ‘selective response’ – they react to letters of praise and the letters of complaints from ‘some’ foreigners only.

So, in desperation, I made one last call, from London, to the MAS ‘help line’ in Malaysia. The automated message was clear, and I managed to speak to customer services within seconds.

Not only was Cik Abby most helpful (she was based at Subang), she managed to resolve all our various queries. To her credit, she also apologised for the non-performance of her colleagues in the London office.

Staff like Cik Abby are like gold. She was reassuring and although she did not have all the answers about Terminal 4 Heathrow check-in, she went away to make the necessary enquiries, but returned promptly with the information. The only correction I will make is that check-in for Malaysia Airlines in UK is four hours before departure and not the two hours that she quoted.

So, there is the ever-efficient Cik Abby and the best cabin crew for the airline. Therefore, what is the regional manager and his staff doing in London? Still revelling in the party atmosphere of winning all these awards at the Grosvernor House Hotel in Mayfair?

Maybe the Key Performance Indicator could be used to gauge the efficiency of the administrative staff at the Malaysia Airlines London office. But then with all the toadying going on, I wouldn’t be surprised if some key personnel in the London office are awarded various ‘pingat’ for services to the high and mighty.

Some things will never change.