Interesting point rootsgirl - the Skytrax survey is a 'survey' so by definition it is a cross-sectional vote by respondants. I guess its just that's what people at the end of the day remember as being the airline(s) that gave 'good service'. Nothing in particular about products or individual specialities of the particular airline is taken into account.
I guess (as a frequent flyer with MAS) I can vouch that they do give excellent service (generally - as I believe I'm open-minded to that fact that there have been flights with MAS when service has been good and efficient but little more so). OVERALL though - the cabin crew on MAS have always made me feel welcomed and even in Economy where I spend most of my flying days - most seem to enjoy their job and show it by being very natural about their service.
Personally - in economy on MAS
1. 9 out of 10 times - I am usually addressed by my appropriate title and name on being welcomed on-board, during the flight and right up to stepping off the plane at the other end.
2. MAS crew (especially on long flights as I often do LHR
) always try to help parents with young children - this is almost always evident - from boarding, to after the meal service - crew often help entertain the kids, talk to the older ones, often carry the younger ones for periods of time - to help parents have some peace and quiet and settle families. That I have rarely seen on other airlines that I spent many years flying with.
3. They seem to be a hard working bunch and often bear it with a smile - my last report - I mentioned the stewardess who had sore feet (as most crew do I'm sure) as she frowned and winged 'This is the worst flight we do (the KUL
daylight service) as its just nonstop for 13 hours and its always packed!' - but she then winked, smiled, picked up another tray of water at the galley and continued her rounds through the cabin. Fair cop, I say - no doubt its true.
4. There are flights when some crew members are having off-days - but we're all human and on-balance it doesn't seem to matter with them. The standard is usually so high that its rarely noticed.
Being voted first 3 times in a row doesn't necessarily mean that MAS is the best airline to fly with all the time - and that other airlines are simply poor. Its just a reflection of what passengers who have flown them generally 'take home' with them at the end of the flight.
Example... Having flown BA
for over 20 years...
Excellent as an airline generally but at the end of the day - faceless service and more often than not - the cabin crew don't portray to passengers as being there to serve passengers. (Some may argue they are not there for that reason but for safety reasons - to which I would also agree - but the crew can sometimes be quite abrupt for little reason). Overall - I wouldn't vote for them for this reason eventhough I think they are a good airline generally.
Above all - maybe its just Malaysian nature to be friendly... (nb - I say that having Malaysian family members