Voices
These are not scores. They are notes from people who received a document and had to decide which tap to change first.
Two longer accounts sit below the shorter notes. One of them, on the home page, concerns a Kota Kinabalu bundle and a passport field on a domestic sector. The voices here cover other rooms of the same kind of work.
Names of companies are withheld because several operators compete on the same city pairs. Roles and routes are as they were given to us.
They spent an afternoon on our KUL–PEN English path and came back with the child-age picker. We had been arguing about the fare grid for months. The picker was sending the session back to search when someone entered 2 years old, because our infant rule lived on a different screen. The briefing is dry. That helped. I could take it to the carrier meeting without it sounding like a complaint.
The search study caught our default origin: Subang. Half our Penang traffic flies from KLIA. People were typing PEN, seeing thin calendars, and leaving. We changed the default. I wanted them to also rewrite the empty-state copy; they refused, said it was outside the study. Fair, if a little stiff.
Priya’s cancellation brief named the Malay confirmation email that promised ‘full refund within 14 days’ while the manage-booking screen charged a no-show after twenty-four hours on promo fares. We still have the hotline, but the Tuesday evening queue shrank once the email matched the rule.
Wei Liang sat with our bag screen on a hotel Wi-Fi in Melaka the way a booker would. The 20 kg option was below a ‘more options’ link that looked like a privacy notice. Uptake moved after we lifted it. He would not give us a percentage forecast. That annoyed finance, and I was glad of it later.
We asked for the funnel review and a search study in the same fortnight. They would not overlap the weeks. The wait was inconvenient; the two documents did not contradict each other, which is more than I can say for the last two agencies we tried.