KUALA LUMPUR, March 19 — The Covid-19 outbreak has brought out the best and the worst in people. A recent incident on a Malaysia Airlines flight illustrates this point and also shows why the Malaysian brand has continued to earn the respect of travellers here and abroad.
These are trying times. More than 150 countries across the globe have been hit by the Covid-19 outbreak, with over 200,000 cases reported and death toll in the thousands, since the disease began spreading from China’s Hubei province late last year.
Every country has its own way of dealing with the pandemic. Some are under total lockdown, such as Italy, Spain and the Philippines, while others have imposed travel bans to mitigate the influx of people carrying the virus from abroad.
“Everybody should stay at home and avoid close contact with others” — this is what we have been told repeatedly by the higher authorities.
Unfortunately for Netusha Naidu, 25, a Malaysian studying in the United Kingdom (UK), she had no choice but to take the risk of travelling back to Malaysia to get proper healthcare. The UK’s National Health Service was unable to respond fast enough to her needs as it had its hands full with the new pandemic.
(To-date, the UK has 1,960 confirmed cases, and 71 people have succumbed to the virus. And it is suspected that 50,000 people in the UK may have already been infected with Covid-19.)
The Negeri Sembilan-born lass suffers from endometriosis, which causes chronic pain, fatigue as well as weaker immune system. Being exposed to the public in a confined space such as on a plane full of people, with potential carriers of Covid-19 among them, would be extremely dangerous for her.
Seeking better healthcare
Relating her experience, Netusha said she spent the start of 2020 being bed-ridden with pain most of the time, and it was very difficult for her to even get an appointment to see a specialist because the general practitioner she was seeing insisted that she could only see one if the situation got “really bad”.
As her health deteriorated, she went to the hospital but was told there was a six- to eight-week waiting period just for an ultrasound scan and another three months for post check-up.
“When the UK government announced it wanted to go for ‘herd immunity’ (a now-aborted policy of allowing the virus to spread in order to develop the population’s immunity), I was struck by panic and fear, causing my family and friends to worry that I would not get access to healthcare. Especially since I am now immunocompromised, I would potentially be infected,” Netusha told Bernama when contacted.
Her university had also started asking students to leave the college accommodation.
“So, my parents asked me to take the earliest flight out before the situation got even worse there.
“It seemed wiser to be at home where I would have more support and access to healthcare as a Malaysian citizen. I’m privileged enough to have made this decision (to fly back) even with the risks,” she told Bernama when contacted.
Hence, Netusha, who is studying for an MPhil in World History at Cambridge University, took the Malaysia Airlines flight MH0001 from London to Kuala Lumpur and was given an empty row to sit in, as she was frightened of being sandwiched between strangers who might nod off and lean accidentally into her space.
Despite a very cooperative and considerate cabin crew, the long-haul journey did not start well. A major commotion erupted as some passengers misinterpreted her chronic illness, thinking she was infected with the deadly coronavirus, and wanting to deny her of the airline’s ‘special hospitality’!
Chaos onboard
According to Netusha, some elderly passengers were upset that she was given a whole row and one of them insisted on sitting on the aisle near her.
The elderly man rebelled after his request was denied by the cabin crew and raised his voice at them.
He continuously ignored the cabin crew in spite of the many times they tried explaining that Netusha was chronically ill and very vulnerable to Covid-19.
“His whole groupie started accusing me of being ‘dangerous’ and yelled, ‘If she is sick, then why is she allowed to fly?’ Obviously, that created a mild panic on the plane,” Netusha recalled.
The commotion, however, subsided thanks to the cabin crew’s excellent risk management, she said.
Heart-warming Malaysia Airlines
According to her, the airline’s cabin crew stood by her and threatened to call security if the elderly man and his group refused to take their seats and cooperate.
Efficiently handling the situation from worsening, the crew went all out and clarified to passengers about Netusha’s actual situation.
“Thank you (Malaysia Airlines) for standing up for me and protecting me from vile passengers.
“Cabin crews are risking their lives by exposing themselves to hundreds of people who are potential carriers of this virus and yet somehow, they manage to do their best to care for the vulnerable, including those with invisible illnesses,” she said.
She also expressed her gratitude for the kindness shown by passengers who had offered her support.
Malaysian Hospitality
This horrifying experience was shared by Netusha via her Twitter handle @netusha_, and it has garnered almost 2,000 likes and over 1,000 retweets as at press-time, with many showing support for ‘vulnerable’ passengers like her.
Many readers praised Malaysia Airlines’ well-trained and compassionate staff that reflects its brand, which is internationally known for exemplary service and hospitality.
Indeed, kindness is so crucial in these tough times.
“At this juncture, we need collective action and kindness to get through this dark period for the world.
“Be like MH0001. Care for not just the old, but (also) the weak,” Netusha said.
— Bernama
