We refer to the letter Offloaded and rudely treated - well done MAS... by Bertha Chin Lu Phin.

We are indeed sorry that Chin and her family members were inconvenienced by the unexpected changes to their travel plans with us from KL International Airport.

On behalf of Malaysia Airlines, we extend them our sincere apologies for not matching their expectations during their travel to London.

We are now in touch with Chin and her family members to express our regrets and also accord appropriate service recovery for their return travel to Malaysia.

The writer is director of operations, Malaysian Airlines.