Dersenish Aresandiran, Chief Commercial Officer of Airlines for Malaysia Aviation Group, brings over 17 years of experience in both premium and low-cost aviation sectors. He previously served as the Global Head of Revenue Management & Commercial Planning at Malaysia Airlines from March 2018 to July 2021, a period during which the airline achieved record-breaking commercial results for 2019. His distinguished career also includes senior roles at Berjaya Corporation, AirAsia X, and Qatar Airways.

Pratik Ghimire of ApEx conducted an email interview with Dersenish, discussing Malaysia Airlines’ commercial strategy, the Nepali market, and future plans. Excerpts:

How do you define Malaysia Airlines’ commercial strategy today?

At Malaysia Airlines, we continue to make strong strides in expanding our global footprint by strengthening our network, deepening strategic partnerships, advancing sustainability and enhancing the overall travel experience. As we look ahead to 2025 and beyond, our priority is clear: to grow our international presence with new routes, improved connectivity and meaningful collaborations that position Malaysia as the gateway to Asia and beyond. The introduction of the Airbus 330neo (A330neo) is a key milestone in this journey, offering improved fuel efficiency and a refreshed onboard experience that reflects our commitment to comfort and sustainability. 

We are also embracing more innovation into everything we do, from AI-powered marketing through our partnership with Google to digital tools that make travel more seamless and rewarding. Signature offerings such as MHconnect inflight Wi-Fi, Bonus Side Trip, and flexible fare options continue to add additional value for our guests. Above all, we remain focused on delivering our warm Malaysian Hospitality and an exceptional journey, so we can grow sustainably and create long-term value for our customers, partners, and the communities we serve.

How is Malaysia Airlines positioning itself amid growing competition in Southeast Asia? 

Southeast Asia is a dynamic and competitive aviation market, and Malaysia Airlines is positioning itself through three core pillars: network relevance, product excellence, and service differentiation. We are actively strengthening our hub connectivity through Kuala Lumpur, offering seamless access to more than 50 destinations across ASEAN, Northeast Asia, Australasia, and South Asia. Our recent additions such as Da Nang and Chiang Mai, along with increased frequencies to key Australasia cities reflect our proactive approach to capturing leisure, business, and diaspora-driven travel.

On the product front, we continue to invest in fleet modernisation, enhanced in-flight services, and a revamped digital experience. The launch of MHconnect, offering complimentary Wi-Fi across all cabins from 2025, and our push towards AI-driven personalisation are examples of how we’re evolving with customer expectations. What truly sets us apart, however, is our unwavering commitment to Malaysian Hospitality—our brand promise that embodies warmth, professionalism, and attentiveness at every touchpoint of the journey. 

By staying agile, delivering customer-centric value, and forging strong partnerships across the region, Malaysia Airlines is well-positioned to compete and grow sustainably within Southeast Asia’s fast-evolving aviation landscape.

Given the rapid rise of low-cost carriers in the region, how does Malaysia Airlines balance its premium-service heritage with more budget-oriented offerings? 

Malaysia Airlines recognises the diverse needs of travellers in this region, and our approach is to offer choice and flexibility while staying true to our premium service heritage. We’ve introduced a range of fare families, from Value and Basic options designed for simpler travel needs, to Flex and Business Class for those seeking added comfort, baggage allowance, lounge access, and schedule flexibility. This allows us to compete effectively across different segments without diluting the core of what makes us unique—Malaysian Hospitality and full-service reliability.

Additionally, as a member of the oneworld alliance, we offer customers access to a global network of over 900 destinations, frequent flyer benefits, and smoother connections—particularly for long-haul and corporate travellers seeking a premium, consistent experience across partner airlines. Within the Malaysia Aviation Group, our sister airline Firefly helps us serve niche and regional markets, enabling greater connectivity while maintaining distinct customer propositions.

Ultimately, our goal is to deliver value across all fare tiers by offering smart pricing options, service excellence, and seamless global connectivity. By combining the warmth of Malaysian Hospitality with ongoing digital innovation that enhances the entire travel experience, we aim to remain the carrier of choice for both regional and long-haul travellers in an ever-evolving marketplace. 

Are there plans to deepen connectivity between Malaysia and emerging South Asian destinations, including Nepal? 

Nepal remains a strategically important market for Malaysia Airlines, and we are committed to supporting its growing demand for regional and long-haul connectivity. Our current 10 weekly flights from Kathmandu to Kuala Lumpur provide seamless access to a wide network across ASEAN, Northeast Asia, and Australasia. While we continue to monitor evolving demand in Nepal and other emerging South Asian markets, our current focus is on strengthening our ASEAN and ANZ footprint. This includes the recent launch of new services to Da Nang and Chiang Mai, and increased frequencies to key Australasian cities, reflecting strong outbound travel demand from South Asia and the broader region.

We will continue to assess new opportunities and align our network with emerging travel patterns, supported by collaboration with tourism partners and airport stakeholders. Our goal is to ensure Malaysia Airlines remains a reliable and convenient bridge between Nepal and the broader Asia-Pacific region, while delivering exceptional service grounded in Malaysian Hospitality.

How do you assess the current state and growth potential of Nepal’s aviation market? 

Nepal’s aviation market holds significant growth potential, driven by a combination of rising outbound travel demand, growing tourism interest, and infrastructure developments. Over the past few years, we’ve observed a steady increase in Nepalese travellers flying internationally for education, employment, and leisure—particularly to Southeast Asia and beyond. At Malaysia Airlines, we view Nepal as both a valuable standalone market and a strategic gateway for regional connectivity. Our network is well positioned to support this, linking Kathmandu to key ASEAN and Australasian destinations via our hub in Kuala Lumpur. 

We currently operate 10 weekly flights between Kathmandu and Kuala Lumpur, providing seamless onward connectivity to over 50 international destinations across Asia, Australasia, and the Middle East.  As demand continues to evolve, we remain committed to supporting the Nepal market with reliable, full-service operations and are actively exploring opportunities to strengthen collaboration with local stakeholders. 

To what extent is the Nepal route strategically important to Malaysia Airlines in terms of passenger traffic, cargo, or network connectivity? 

Nepal represents a strategically important market for Malaysia Airlines and plays a vital role in strengthening our presence across the South Asia region. The Kathmandu-Kuala Lumpur route serves a diverse mix of passenger segments—including labour and VFR (visiting friends and relatives), leisure travellers and students pursuing education in Malaysia, Australia, and other ASEAN destinations. 

Passenger traffic on this route has seen consistent growth, supported by our current schedule of 10 weekly flights, which provide seamless connectivity to over 50 destinations via our Kuala Lumpur hub. These include key cities across Southeast Asia, Australasia, the Middle East, and beyond. From a cargo perspective, Kathmandu also contributes meaningfully to our belly-hold freight operations, particularly for personal shipments, e-commerce, and essential goods. As cargo demand evolves, we continue to assess opportunities to grow our capabilities in tandem with passenger services.

Overall, Nepal complements our broader network strategy by enhancing our role as a connectivity bridge between South Asia and the wider Asia-Pacific region, reinforcing our commitment to serving this important market with reliability, value, and Malaysian Hospitality.

Nepal is both a major labour-sending country and an increasingly popular tourist destination. What tailored products or services could Malaysia Airlines introduce to serve these two distinct segments more effectively? 

At Malaysia Airlines, we recognise the distinct travel needs of both the labour and leisure segments in Nepal, and we have developed offerings that aim to provide flexibility, affordability, and value. For labour travellers, we work closely with key recruitment agents and partners to deliver a strong value proposition tailored to this segment. Our fare structure is designed to give individual travellers the flexibility to choose based on their travel priorities:

Those seeking to minimise overall travel costs can opt for our value fares. Travellers who require additional baggage allowance, greater flexibility in flight changes, and refund options can choose our flex fares. Additionally, we also offer competitive group fares through our dedicated online group booking portal, making it easier for larger groups to plan and travel with ease.

For leisure travellers, we collaborate with trusted tour operators to develop attractive and affordable travel packages that highlight the appeal of both Nepal and Malaysia. We also offer our Bonus Side Trip program, which allows international passengers flying to Malaysia to add a domestic destination within Malaysia at no extra base fare—ideal for tourists who want to explore beyond Kuala Lumpur. By aligning our products and partnerships with the evolving needs of these two key segments, Malaysia Airlines remains committed to strengthening connectivity and enhancing the overall travel experience for passengers to and from Nepal.

Why is Malaysia Airlines not yet operating flights to Nepal’s newly opened international airports Gautam Buddha International Airport and Pokhara International Airport? Do technical, regulatory, or commercial considerations currently limit service there? 

At present, Malaysia Airlines is focused on consolidating our operations from Kathmandu, where we operate 10 weekly flights to Kuala Lumpur. This allows us to optimise connectivity for Nepalese travellers across ASEAN and Australasia, while serving the continued growth in both labour and leisure segments.

We deeply appreciate the efforts by the Nepali authorities to expand aviation infrastructure, and we welcome their proactive engagement with international carriers. The opening of Gautam Buddha International Airport and Pokhara International Airport marks an important milestone in Nepal’s aviation landscape, and we recognise the long-term potential these airports represent. We continue to closely monitor the operational readiness and commercial viability of these new airports. As part of our ongoing network strategy review, we remain open to exploring future opportunities for expansion into additional points in Nepal when the timing and market conditions are aligned.

Are there ongoing discussions with Nepali authorities or airport operators about launching services to these new gateways? If so, what are the key challenges and timelines? 

While we have not entered into formal discussions at this stage regarding operations to Gautam Buddha International Airport or Pokhara International Airport, we continue to monitor developments at both locations closely. Currently, our priority is to strengthen and optimize our existing 10 weekly services from Kathmandu, while enhancing onward connectivity to ASEAN and Australia via Kuala Lumpur. That said, we value the proactive efforts of Nepali authorities in expanding aviation infrastructure, and we remain open to exploring opportunities at these new airports as and when commercial, operational, and regulatory conditions align.

What digital innovations is Malaysia Airlines adopting to enhance customer experience in an increasingly online booking and travel environment? 

Malaysia Airlines is undergoing a focused digital transformation aimed at elevating the end-to-end travel experience and meeting the evolving expectations of today’s connected travellers. We have invested in a mobile-first website and a user-friendly MH mobile app, enabling customers to book, modify, and manage their trips with ease—from seat selection and upgrades to meal preferences and real-time flight alerts. A major innovation being rolled out is our MHconnect in-flight Wi-Fi platform, which began progressive deployment from January 2025. This service offers complimentary Wi-Fi across all cabins, enabling passengers to stay connected, stream entertainment, and access digital content throughout their flight.

In addition, we are enhancing inflight entertainment systems, introducing digitally curated menus, and refining self-service features at airports to reduce wait times and improve convenience.

Looking ahead, we are investing in AI-driven personalisation to tailor offers and communication, biometric boarding and touchless check-in to streamline airport processes, and predictive service tools that will help us anticipate and respond to passenger needs proactively. Ultimately, these digital innovations are part of our vision to become a truly modern, digitally enabled airline—delivering both cutting-edge conveniences, with the hallmark warmth of Malaysian Hospitality.

Sustainability is a pressing issue in global aviation. How is Malaysia Airlines aligning its operations and fleet plans with environmental targets and carbon-reduction goals? 

Sustainability is at the heart of Malaysia Airlines’ long-term vision. A key pillar of our strategy is fleet modernisation, which enables us to reduce emissions while delivering a better travel experience and stronger operational performance. We are progressively introducing next-generation aircraft such as the Airbus 330neo (A330neo) and Boeing 737-8, both of which offer significantly improved fuel efficiency, lower carbon emissions, and reduced noise footprints. The A330neo, for instance, delivers up to 14 percent greater fuel efficiency than its predecessor and features a refreshed cabin with enhanced comfort and inflight entertainment. The B737-8 enhances economics on short-haul routes while providing a quieter, more comfortable journey for passengers.

Aligned with this vision, we are progressively rolling out MHconnect, our new inflight Wi-Fi platform that offers complimentary unlimited data to all passengers, regardless of cabin class. This initiative is part of our broader commitment to creating a connected, modern travel experience with sustainability at its core.

Our fleet deployment strategy remains agile—ensuring the right aircraft are matched to the right routes to optimise fuel efficiency while staying responsive to shifting market dynamics.

These efforts are underpinned by the Malaysia Aviation Group Sustainability Blueprint, which outlines our pathway to net-zero emissions by 2050, including investment in sustainable aviation fuel (SAF) and operational efficiencies. By combining smart technology, modern aircraft, and our signature Malaysian Hospitality, Malaysia Airlines is charting a thoughtful and ambitious path toward a greener and more responsible future.

How is Malaysia Airlines supporting the evolving needs of business and corporate travellers, particularly in a more flexible and value-driven travel environment?

Business travel today demands greater flexibility, transparency, and value—and MHcorporate is our tailored solution to meet these expectations. Designed specifically for SMEs and corporates of all sizes, MHcorporate provides a streamlined and rewarding travel programme that combines cost efficiency with added convenience. Under MHcorporate, registered companies benefit from special corporate fares, complimentary flight changes, additional baggage allowance, and priority services on selected fare types. The programme is free to join and allows companies to manage their bookings easily via our online portal, giving them visibility and control over their travel spend.

We also recognise that today’s business traveller values productivity and wellbeing. That’s why MHcorporate offers priority check-in, access to value-added options such as lounge access and seat selection and is fully integrated into our broader digital transformation—supporting contactless travel and seamless itinerary management. Importantly, MHcorporate reflects our belief that business travel should not be limited to large organisations. By offering flexible, accessible benefits, we aim to empower more businesses—particularly in emerging markets like South Asia—to travel with confidence while enjoying the hallmark service and hospitality of Malaysia Airlines.

As corporate travel patterns continue to evolve, we remain committed to enhancing MHcorporate with more customisation, better digital tools, and loyalty integration—helping organisations of all sizes optimise their travel while staying connected to growth opportunities across the region and beyond.

With growing travel demand from Kathmandu, what makes Malaysia Airlines the preferred choice for travellers heading to Asia and beyond?

Malaysia Airlines offers a compelling blend of value, service, and connectivity that resonates strongly with travellers from Kathmandu. Customers can enjoy a generous baggage allowance of up to 35kg in Economy Class and up to 50kg in Business Class, making it easier to travel with everything they need—whether for business, study, or family visits.

Once onboard, passengers experience enhanced in-flight service featuring personalised dining through our “Chef on Call” service, along with curated regional flavours under our ‘Best of Asia’ menu. These offerings reflect our commitment to delivering the warmth and care of Malaysian Hospitality. Families travelling with children benefit from the MH Young Explorers Club, which includes perks such as priority check-in, family boarding, child-friendly meals, and engaging activity packs designed to keep young travellers entertained.

Our Enrich loyalty program rewards frequent flyers with exclusive benefits, including an additional five percent off fares for members. For those seeking an elevated experience, MHupgrade gives passengers the opportunity to bid for an upgrade to Business Class or even Business Suite—offering premium comfort at a self-selected price point. Malaysia Airlines’ extensive network provides seamless access to over 70 destinations worldwide, including major international cities such as Melbourne, Tokyo, and Seoul, as well as popular domestic destinations like Kuala Lumpur, Penang, and Johor Bahru. This makes Malaysia Airlines not just a carrier of choice, but a trusted gateway to Asia and beyond.