Section 1 – Tourism Companies/Airlines

1. How do you book the multiple tickets from the airport?

2. Do you face any difficulties or complaints from the customers?

3. Do you use system to book tickets?

4. How does the system link to the airline?

5. Is the system efficient?

6. How is the connection speed?

7. Is the system user friendly/interface/content relativity

8. Does system down often?

9. What details/particular from the customers that you usually get?

10. Do you check financial status of the customers?

11. Does the system check for criminal status?

12. How to pay deposit?

13. Does the system has any rules/regulation/information for customers?

14. What the procedure from a customers book the ticket till get ticket?

15. How to do the transaction for payment

16. How is the security, database/admin login

17. What are improvement you think should be implemented

18. What are the benefits, pros and cons before and after the existing of the system?

19. How you store your previous customers information

20. How you change the destination, date, time of the customers’ ticket

21. How you cater the elderly and disable people

22. How to reserve the special seat from the customer requirement?

23. What type of the report the system will be generated?

Appendix D: Interview Session
We start our interview section with Mr. Terrance which is IT Sales and Marketing manager sharp at
three o ‘clock. Joey Lee Heng Leng and Agnes Khoo Boon Yan in charge to ask question regarding
the airline reservation system that use by Malaysia Airlines (MAS). Teh Pei Yee and Kimberly Lo
Sze Yie in charge to jot down the answers from Mr. Terrance. Below are the dialogs between us.
T = Mr. Terrance
J = Joey Lee Heng Leng
A = Agnes Khoo Boon Yan
J: Good afternoon Mr. Terrance. I am Joey Lee Heng Leng, group leader of our project, nice to meet
you. Let me introduce, this is Agnes Khoo, this is Kimberly and this is Teh Pei Yee. We are all final
year diploma student from MMU.
T: Nice to meet you too. Is there anything that I can help you all?
J: Yes, we are here to know details about ticket reservation system that currently use by MAS.

T: O.k. The name of our ticket reservation system is KOMMAS. KOMMAS is a DOS-base system
that use by MAS for ticket reservation. This system has 25 years history. It had been upgrade for 4
times in these 25 years to add more features in it. Now, we still are using this system to do
reservation for customers. All brunch of MAS in overseas are using the same system to do
reservation too. The system can check on the departure time and day to specific place. Not only
flights that offer by MAS but also flights offered by other airline systems in Malaysia and overseas.
J: Ic. So can you tell us how the reservation been done from head to toe?
T: Sure! For reservation, the reservation person will key in the record and book the tickets. Once
booked, the system will check whether the flights or seats is confirm. This system has link to the
capacity of the aircraft. For example, this system tells the number of seats occupied and empty seats
for each class. If the seats had full, a note will pop up say that seats are full and confirm can not be
made. By this function, the reservation person can tells the more accurately about which seats are
available to customers. The reservation person will then confirm with customers. Once confirm, the
customers will go to the ticketing counter to take the ticket and pay the money. The reservation
person will key in the reference number to the system. The information of customers will pop up if
he had made the reservation.

A: Is there any deposit required in for ticket reservation?

T: This is no deposit required.

J: Did you have deadline for customers to collect the ticket?
T: Yes, customer will need to collect the ticket 2 weeks before the departure time. Else the
reservation will automatically cancel by the system. This is to enable other customer can make
reservation. However, there are special cases that customers can not collect the ticket within this time
period. So those customers, if they called to our counter and tell us their problem, we will change the
deadline for then to collect the ticket in the system.
A: Can customers change their departure time or day?
T: Yes, they will have a reference number once they did the reservation. To change the departure
time or day, they will need to give the reference number to the reservation person. The reservation
person just needs to key in the customer’s reference number and change the details. Customers also
can cancel the flights if they couldn’t make it.
A: Do you keep the information of your previous customers?
T: Yes, the system will keep the information of our previous customers for 6 month. After 6 months
the system will automatically remove the information from database.

J: If your customers make any special requirement, what the system will do.
T: for sure we have some customers that will do special requirement. For example, some people may
have elegy to certain food, the reservation person will key in this special requirement for food into
the system, so that special meal will be provided to this person. Customers also can choose seat that
they prefer. In the other words, this system is customers friendly.
J: Who has the authority to make the reservation?
T: Booking is done by reservation department. But ticketing department also can access it and make
reservation for customers. Ticketing and reservation department are link to each other, they can
access the same database.
A: I there any other ways for customers to do reservation except call to the counter?
T: Yes. They can make their reservation through travel agent. Reservation system that use by travel
agent has a link to KOMMAS. The process is some with our reservation system. KOMMAS will
know which travel agent had booked the ticket.

A: is there any level of access in this system?

T: Yes. Different position will have different level of access. KOMMAS have a specific code for the
user of this system. For persons who make reservation and ticketing, they have the highest
accessibility to use the system. For managing level, they just can access the system and check the
report of flights and customer’s reservation information. For administration level of this system, they
can customize the flights and departure time.
J: does the system generate report?
T: Yes, but the problem is we can not get the report according to our personal requirement.
J: does system down happened before?
T: Yes, for few times. When the system is down, all the ticketing reservation will do manually.
A: Do you backup the information of flights and customers?
T: Sure! The system will backup the information of all flights and customers’ information. This is to
prevent the damage of database due to virus or physical damage. So, there is no reason that we will
lose our data.

J: Does the system have any weakness?

T: Yes. It can not generate report according to the requirement of user. Also, this system has no basic
intelligent. We will only get the report after one or two weeks. Due to this system is DOS base, the
interface of this system may not attractive. Also, it is not user friendly enough for us. We will need to
memorize all the codes or make reference to the booklet given to check on the code to make
reservation, to view reports, to check on flight and etc. Information that shown out from the system is
messy. For the beginner user of this system, they will face the difficulties to understand the
information shown. For the security part, user do not have own password to get into the system. They
get into the system just by using the access code that they had given.
A: Do you have any plan to upgrade your system?
T: Yes, we are now moving forward online reservation. But, we are not going to upgrade the system.
We will buy the system for online reservation from outside. The reason is MAS is not professional in
implementing a system by computer. It is better we let company that expert in doing this to do it.
J: I think we have got the information that we need from you. This is our last request. Can you show
us the reservation system?

T: yes, no problem. But I only have the access code for viewing the report.
J: It’s OK. We don’t mind. Thanks Mr. Terrance.
T: Welcome.
Our interview section last for 1 hour. We got the chance to see the system as well. From this
interview section, we have the idea how the reservation system works.