For Malaysia Airlines crew members Soh Chiew Yong and Mohd Azhar bin Zainuddin, flying with the flag carrier has broadened their worldview
Soh Chiew Yong, a seasoned cabin crew shares, how small acts of kindness and heartfelt connections have defined a career in Malaysian Hospitality.
I began my journey with Malaysia Airlines over 20 years ago, seeing flying as just a job – a structured path with clear responsibilities. But with each flight, every destination and the countless faces I encountered, my perspective has shifted. I have realised this profession isn’t just about going places – it’s about touching lives along the way.
Over the years, I’ve grown through both challenges and meaningful moments. I’ve had the honour of calming anxious mothers-to-be, guiding children travelling alone and supporting my team through unpredictable situations.
One memory that has stayed with me is receiving a heartfelt note and photo from a family I served on a flight from Dubai to Istanbul in 2009. They thanked me for making them feel seen during a difficult time, and we keep in touch to this day. That moment reaffirmed my belief in just how lasting our impact can be.
As a cabin crew, we are trained to prioritise safety and services – but often, it’s the subtle, thoughtful gestures that passengers remember most. I believe every small act of kindness enhances the customer’s travel experience and reflects Malaysia Airlines’ commitment to exceptional care. That’s why we’re known for our tagline: Malaysian Hospitality.
I’ve learned to listen patiently when problems occur, to validate our customer’s feelings and to offer reassurance when it’s needed most. Those small gestures matter, especially when they come from the heart. Malaysia Airlines’ values – Genuine, Efficient, Progressive – clearly define respect, warmth and professionalism. I strive to embody these values and they’ve shaped my leadership style and personal growth.
Today, I’m proud to pass on what I’ve learnt to the younger crew, encouraging them to see this not just as a duty, but as a calling. Being a cabin crew isn’t just about operations. It’s about being the familiar face you see when flying back home, a comforting presence before a new journey and the person who helps you feel safe in the air.
Flying has become my passion and my purpose. I’m proud to represent an airline that has shaped who I am and continues to inspire me to lead with heart. In the words of Maya Angelou: “People will forget what you said, but people will never forget what you did and how you made them feel.”
Drawing from his years in Japan, flight steward Mohd Azhar bin Zainuddin brings global perspective, discipline and cultural warmth to every journey.
From 1995 to 2000, I had the incredible opportunity to study in Japan under a full scholarship from the “Look East Policy”, initiated by former Prime Minister Tun Dr Mahathir Mohamad. At the time, Tun Mahathir believed that Japan’s values, particularly in education, work ethics and innovation, were essential in shaping the next generation of Malaysians.
Japan is a country renowned for its rich cultural heritage and technological advancements, offering a unique blend of tradition and modernity. My five years there was an enriching experience – they broadened my horizon and deepened my understanding of global cultures.
Now, as a cabin crew with Malaysia Airlines, I bring that international experience and cultural sensitivity to my role, ensuring a warm and welcoming atmosphere for passengers from all walks of life.
My time in Japan equipped me with valuable skills and a global perspective that I am proud to share with others. I developed strong communication skills in Japanese, adaptability and a deep respect for different cultures.
The discipline and organisational skills I gained during that time have served me well in my 25 years as a flight steward, helping me maintain high standards of inflight service and remain calm in the face of any challenge.
As a Japanese-speaking crew member, I am able to assist Japanese passengers with everything from translating important information to handling special requests, helping them feel more comfortable and truly cared for.
It’s a service I’m proud to offer, and one that enhances the overall experience for our passengers.
