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  1. 5.0

    I have had very bad experience with Malaysia Airlines.
    I was flying from KL to SG to stay in SG for one night then the next day back to BKK.
    My checked in luggage was supposed to come out at the belt but it was never came. In fact, it was transferred to BKK. And I had to wait for my luggage return with unprofessional unhelpful staff.

    So I am full of doubt what is the procedure and process control they have ?

  2. 1.0

    I already paid for my husband’s flight. My account already deducted. But then there’s something went wrong that they cannot confirmed my booking.. I have to made another payment. This is the 3rd time happened to me. I hope you will fix it and make a refund to me. Please improve your service.

  3. 1.0

    Hello Malaysia Airlines,i am writing to lodge a complaint of your stewardess! I received such a very bad service in the flight MH89 that was from tokyo to kuala lumpur at 10.20 24/11 morning.I asked in a proper way to clean up the meal tray as i dont feel comfortable to leave it that long.She walked pass and i stopped her to help me clear it off,she answered me with unprofessional way! i think as a crew u are trained to be more on professionalism in customer service,tone of voice,and also her presence is so terrible.its reflecting a bad image to malaysia airlines.Nur Iryanni,be more polite to customers as we are the ones that paying your income.And beauty is not from appearance,at least with your attitude u will look a bit prettier.Why cant u be like the way the other 3 crews?they are so kind hearted!
    This is the second time with malaysia airlines and this is the worst experience i’ve ever had with 7 hours flight! Dissapointed

    Thank you
    Regards
    Nany

  4. 1.0

    I had a flight to Bangkok from Kuala Lumpur on 23/11/2018 at 1800hrs on MH 0780 from KLIA termial 1 .I was already in the departure lounge at 1715 hrs as many other passengers .At 1800 hrs we were told that the aircraft had to be changed as there was an Oxygen leak .The flight was postponed for an hour at 1900 hrs as ETD We boarded as per announcement and were seated in our respective seats at 1845hrs . My seat number was 8F . Then the captain made an announcement that there was to be another delay to our departure due to a technical fault on the aircraft .The delay was expected for another hour i.e 2000 hrs We were alright with this as it is the safety that matters During this time the air conditioning was turned down in power and sometimes switched off A few of us felt uncomfortable and requested it to be turned on again .We were in a confined space and it was warm . Only plain water was served with no other refreshments. The air steward n stewardess were not helpful to give us proper answers on this delay in departure. I personally saw the three of them sitting at the back of the plane and in their own conversation and oblivious of what was happening to the passengers Then the manager Mr Muzammil turned up to answer some of our queries but was so pathetic in his answers . He then stood outside the plane entrance and was looking blank . Do these people ever go for training on handling passenger issues .We asked for refreshments and that was denied We asked to wait at the departure lounge in the airport and that also denied. He could not update us on the present situation
    He was just blank and had no empathy At 2100 hrs we were still in the plane with no answers
    I had enough of this game and lost confidence to carry on this journey .I left the plane and got my luggage offloaded .i ended my journey to Bangkok at Kuala Lumpur itself .
    We can accept technical problems on the aircraft at times but the passengers anxiety and fears should be handled in a professional manner The MAS staff were without any clue as how to handle the situation and were running away from the situation or just hiding. Please understand that we choose to fly MAS because it is reliable and trust that they know what hospitality means in times of crises . Well they failed this time . I m a frequent flyer on MAS.

  5. 1.0

    Extremely dis-appointed with Malaysia airlines. I had booked bassinate seat 3 months advance prior to travel since traveling with infant and just 3 days before travel I get an email saying my seats are chaged and when cheked they were not bassinate ones because bassinate ones are occupied, seriously? Do you think it is fair enough to get this answer by customer service?

    Have called them twice and still haven’t got the bassinate one assigned.

  6. 5.0

    I would like to make an complaint about the bad experience I had with Malaysian airlines.
    I was flying from Heathrow Terminal 4 to kuala lumpar as when I got into the aeroplane the cabin crew was very rude to me and my wife and when they gave out food to eat aparantly they ran out of food when it came to us and they just gave us cheese and crackers to eat through the 14 hour journey we had
    It was a nightmare for me and my wife. We spoke kindly to the cabin crew adn asked if we could have something else to eat and the reply they gave back was they haven’t got enough food to supply everyone, they said they came give us fish as we told them my wife is allergic to fish, they gave the all the chicken and the rest of the food that we could eat to other passengers.
    The cabin crew was very rude to us it just felt like as was the only passengers on the plane that they didn’t care about
    I’ve flew out with Malaysian airlines for numberous it to kuala lumpar as I have a family there but the bad experience we have had I don’t think I’ll be flying with them anymore.

  7. 5.0

    Flight H0367 on 12 November 2018 from Taoyuan to Kuala Lumpur at 15.10pm

    Never have I been so dissapointed flying with MH. I am always for Mh but this time Ijust need to file a complaint.

    1. The air stewardness are just so arrogant. They way they deal with the passengers is just not howMH has been. Literally heard air stewardness telling off a passenger.

    2. The food is terrible. Just one option of seafood noodle which was so salty and bread was so cold.

    I hope these complaints helped MH to improve or else passengers will opt for other airlines.

  8. 1.0

    I was used MH722 on last November 05th, 2018 at 18:25 from Jakarta to Kuala Lumpur. I think you need to give more briefing to your flight crews to improve your services to the passenger. More friendliness and willingness to help from your crews would be very nice when your passenger (woman passenger mostly) has difficulties to put a luggage into the cabin.
    My experience: even though I had asked for help, finally I still had to put my luggage into the cabin by myself.

    If I can say, your crew friendliness and willingness to help is very poor.

  9. 1.0

    I am from Kuching Sarawak, East Malaysia. I purchased return tickets for KL-Tokyo-KL on 22 Oct 2018 for RM6,711. Within the next 30 min, I was trying to purchase return tickets for our Kch-KL-KL flight.

    I was shocked to find out that the air fares for Kch-KL-Kch would cost us RM3,319.84 (for 2 adults & 1 child). The total would come up to RM10,030.84. There is a huge difference of RM2,213.84 as compared to buying new all in Kch-KL-Tokyo-KL-Kch fares at RM7,817.

    How could MAS profiteering the locals (Malaysian) by charging higher fares for flights within Malaysia?

    Instead of buying the Kch-KL-Kch online, I called MAS helpline within an hour (from the confirmation of the 1st booking) to re-route my booking. This had cost me penalty of RM600 and the lost of seats paid amounting to RM210.

    It is a shame that we have been their loyalty customers all these years, flying MAS all the time….i wonder how much extras had MAS made from us as i only discovered the price difference after all these years!

  10. 1.0

    My connecting flight was cancelled within a week of scheduled date and I was moved to next connecting flight which was 7.5hrs away. There was no compensation at all! So I upgraded my domestic route to business class as I was told I can access their lounge as advertised. However, on my return route I was denied entrance to the lounge because I was told they only service departure customer. It was not mentioned in the advertised email! I read on the internet, I was told they usually allow as long as you have the same day ticket! I felt being scammed. I will not upgrade my ticket anymore.

  11. 1.0

    This is so ridiculous how this airlines customer service officers are handling my situation. All I need to do was cancel my flight halfway and adjust the return flight and get my luggage bag back . Everything is one call away but I’ve being sent to different counters again and again, transfer counter says go to ticket counter, ticket says to immigration counter, immigration says to transfer counter again, ending like roundabouts and nothing is being done. Service officers treat you like you asking them for a favour, whereas they are only doing their job but in a most crappy way, they talk to each other in their language and ignore you, and you have no clue what to do, I’ve been sitting inside Malaysian airport trying to sort out my luggage bag, it’s been 3 hours and they are still chasing, it’s like no one knows nothing about their job roles and responsibilities. This is really really RIDICULOUS!! Not only that, the person works in the immigration counter wrote “imigresion”, really? No wonder why the job is being delayed, MALAYSIAN AIRLINES, handle this seriously or you might lose your customers.

  12. 1.0

    If I could rate this airline below 1 star, I would. This airline failed to deliver my luggage upon arrival in Bali, Indonesia. I have been without luggage for over 72 hours, and what little correspondence I receive from the airline has been less than stellar. I’ve sent several emails and have not received one response back. Tried contacting them through Facebook, and they direct me back to the baggage handling services at the airport. The PIR still shows that they are tracing my luggage. If after 3 days you can’t find it, it’s lost and I am without basic toiletries and a fresh change of clothing. Will NEVER fly Malaysian again.

  13. 1.0

    Pursuing my refund over cancelled airfares for 6 months. They said they processed it but never did. Surely I’m owed compensation for your poor service and lack of care that its thousands of dollars not cents.

  14. 5.0

    Today, 24th September 2018, i was at KLIA boarding room to catch a flight to Singapore. At 1.45pm after all the security checks, i went to the boarding room. Shortly there was an announcement on the flight details going to Singapore. The announcement was done by one of the male staffs. It wasnt clear for both in English and Bahasa because of the strong Western slang used.

    When my seats cluster was called, i went to the counter and queue up to get the lady to check before I was allowed to enter the aero bridge.

    As I was waiting for my turn, I overheard the announcer was talking very loudly with one of his colleagues cursing the Singaporean. He said”Singaporean ini even announcement dah buat pun selalu lambat. Lepas itu suka complaint.

    I confronted him and told him how could he brazenly talk so loud about Singaporean? I told him that you have offended so many Singaporean. My questions:

    1. What right do you gave to labeled Singaporean for always being late.

    2. What right do you have to say Singaporean always complaint.

    3. What right do you have to be so negative towards Singaporean.

    4. Why do you have such a staff working for MH. His attitude will cost your image dearly.

    5. What right do you have to talk so loudly in the enclosr boarding room.

    6. Please review your CCTV in room H4 at 2pm holding passengers for flight MH 0619.

    If i dont hear from the person incharge of the staffs in the boarding room by tomorrow, i will bring this matter to The Malaysia Tourism Board and CC a copy to the Malaysia High Commisioner in Singapore.

    I hope to hear from you soon.

    Thank you.

    Regards,

    Raffid

  15. 1.0

    16th – 17th September 2018 MH2, Kuala Lumpur – London

    Very very disappointed with the service of a steward by the name of Faizul. Extremely rude and unprofessional. I was moving across to the other aisle to go to the toilet where he was blocking roughly a third of the path. Seeing that there was still space for me to squeeze through without bothering him, I slowly and GENTLY tried to manoeuvre my way. Faizul then said in a very loud tone, “LANGGAR AJE, TAK CAKAP EXCUSE ME KE APA” It was noisy on the plane so forgive me if I did not want to voice out and beg you to move. When I was returning to my seat, I had to use the same path. This time, Faizul intentionally blocked the ENTIRE passage. When I was beside him with no one else waiting for him to move, he still did not let me pass. Only when I said, “excuse me”, he decided to let me through and once again shouted, “HAH” as a way to express how he had taught me a lesson.

  16. 5.0

    I recently flew from London to Kuala Lumpur – for the entire flight my TV wasn’t working ie 13 hours of staring at the back of the chair in front of me. I was offered an in-flight voucher for 100 RM which only afforded me a couple of pens or some nail varnish. Not exactly entertainment replacements.

    In any case, the flight had nothing left in stock that I could buy with it, unless I spent my own money in buying something more expensive. So I was effectively given a completely useless voucher. Please can I at least be given points to use on a future flight? MH 313 822 865.

    I’m a loyal customer and use you for all my travel to/from the Uk and Australia.

    I can confirm the flight details/seat etc.

  17. 1.0

    My flight from Sydney to bangalore was cancelled 24 hours prior to me flying and my return flight was rescheduled to a date that did not suit me. I was given the option to cancel my return flight and receive a refund so I opted to do that as the new flight timings were inconvenient and would mean me returning home a day late. I was told that the refund would take 3 weeks – 3 months to be received. Two months later I phoned Malaysia airlines and the agent I spoke to told me they had no record of my flight cancellation. After going back and forth via phone and email multiple times and speaking to multiple agents who were absolutely clueless, Malaysia airlines listened in on my call to the airline at the initial time I cancelled and admitted that their agent had failed to process my refund. They also stated that they would expedite my refund because of the error on their end. It’s now been three months and to date, nothing has beeen received. The airline refuses to respond to my emails and I have to send theee emails demanding a response before they reply to me.
    I am exhausted and tired of trying to get a response from the airline. I need my refund processed immediately!

  18. 1.0

    We took the connecting flight of MH-712 / MH-782 from CGK to BKK at Aug 9, 2018. We bring along with us 1 pack AA battery (60 pcs) to be used on the flashlight that we want to donate to forest area. Originally we put the battery on the baggage but at our homeland check-in counter, we’re being informed to take out the battery and bring them in to the cabin (hand-carry) as per regulations. We follow through and flight safely to KL for connecting flight to Bangkok. But then at the boarding gate, we’re being stopped by the security crew as they confiscated the battery. We try to explain that we already follow the rules, but the officer rudely replied “That’s the rule in your country, you come here you follow the rule in here”.

    Now, how on earth they could possibly have such different rules for 1 single flight? They said earlier that it’s OK to bring the battery on-hand, now when we landed on KL they said it’s cannot? And they keep tampering with the rules, saying that:
    1. One person can only bring 4 batteries
    (Fine, we travel as a group of 8 people, each can hold 4 batteries then. But they not allowed us to do so)
    2. One person from the same group can only carry 2 batteries
    (Fine, that means we can bring at least 16 batteries. But still they not allowed us to do so)
    3. Finally, they only allowed us to took 4 damn batteries.

    So we thought that’s the end of shenanigan we could possibly have from MH. But turned out we’re wrong. During our return flight, we brought along 4 boxes: 1 box contained some snacks we bought from Tesco, the rest contained some books & scriptures for donation. The staff on check-in counter asked us to plastic-wrapped all the boxes for security issues. Which is ridiculous, because there’s nothing valuable inside.

    Again, the fabulous crew of MH tried to tamper with the rules (perhaps they get special training for this, Tampering Rules 101 by Malaysia Air), saying that:
    1. You need to wrap all the boxes or we won’t take the responsibility if something happened
    (Fine, nothing valuable inside. We will take the risk. But they not allowed us to check in the boxes still)
    2. You need to wrap everything completely for security reason
    (Fine, we bring a duck-tape. We can do it manually then. But they not allowed us to do so)
    3. Finally, we have to bring the 4 bloody boxes to the wrapping counter and pay for it.

    We don’t have any intention to make this complaint an open letter even if we could do so. But rest assured that we will be happy to become the strong advocates to promote their unprofessional services, and advice our friend and relatives not to use MH ever again. And maybe post this on TripAdvisor to help another fellow traveler avoid such a dire situation that we had with this airlines.

    As for the confiscated batteries, we thank you (yes, that rude crew & officers) for NOT helping lighten the day of 60 recipients who supposed to receive the flashlight. We sincerely hope that your life would be ask dark as those emptied flashlight. While for the money we paid to wrap the boxes, we consider that as a donation to the country, but hopefully not a single dime goes to Malaysia airlines. Thank you and have a good day.

  19. 1.0

    After experiencing server delays on or inbound flight we are now being greatly unconvinced on our out bound journey

    We booked our flights to allow maximum time at our chosen resort… choosing more expensive flights over others to accomodate our schedual.
    These flights have now been change forcing us to cut short and cancell part of our programme and has left us stranded in KUL for 6 hours. This is totally
    unacceptable and not what i purchaced….

    our flight was at 18.50 from BKI to KUL connecting to Heathrow at approx 11pm
    reff NJHMAK LEWIS amd SAWYER

    ww are now departing from BKI at 16.15… and have to wait untill 1am on the 16th of Aug for our connecting flight.. which we have not been able to check into but will have to do so once in KUL.

    Further more this delay will now detain our arrival into london, causing me to miss a pre arranged mid morning meeting.. costing me income and while also being detrimental to my professional credibility at having to cancel.

    My utter dissapointment at this has left me with no faith in Malaysian air…

    regards
    clarajane lewis

  20. 5.0

    I and my wife bought the tickets from HK to KL, MH73, 28 July 2018. From KL to HK, MH432, 7 August 2018. There was repeated retiming of both flights. Even worse the flight to KL was changed from MH 73 to MH433. The flight was changed at last minute. That has disrupted all the arrangements we made with the friends and relatives. When we were at the HK airport trying to find the check in counter, no staff of the airline was there to help. The flight was then delayed. And the plane was much smaller than the A380 of the original flight and not so comfortable.
    We were very disappointed at such terrible service.
    Our flight was retimed, then changed to another flight schedule with smaller plane, then again delayed. Our appointments with relatives and friends have to be cancelled at last minute. I and my wife could only reach the place we stayed at 3:00 am in the morning. We were completely exhausted. We have been anticipating to enjoy the holiday trip in Malaysia but all the holiday mood has gone. I wonder what Malaysia Airlines can help to compensate for such a disastrous disruption to the holiday trip that my wife and I have planned for many months back?

  21. 1.0

    Despite there being over 2 hours on a booked flight from Perth to London with a stopover in KL, my bags did not make it on. I was not approached by staff who would have easily known this, but had to wait till all the bags had come off the baggage carousel in heathrow (london) and then try and work out what had happened.
    Subsequently I was promised that I could come the next day to the airport by taxi and get it refunded. 10 weeks later, I have not had a refund. I have had multiple emails back and forth with the baggage handlers who keep nit-picking details. I am owed $250 aud and this doesn’t even look close to occuring at this stage.
    Terrible airline that has a bad reputation in Australia given the safety record and I can see why it is always the cheapest airline to the UK as no one I know would go on it. Their customer service is terrible on top of all that.

  22. 1.0

    I booked a Perth – KL – Perth ticket under Reservation Number UMS22Y in Aug 2017. I couldn’t make it on the Perth – KL flight. To save time, instead of calling MH to sort it out, I booked another ticket to fly back to KL. However, the day before my return from KL to Perth, I noticed that I could not check in online using Reservation Number UMS22Y. When I called MH, I was told that because I didn’t take the Perth KL flight, the return ticket is automatically cancelled because the system treat it as a “no show”.

    The airline officers I spoke to refused to reinstate my return ticket notwithstanding me explaining to them that even though I did not board the flight I booked initially, I bought another ticket back to KL and now need my return ticket to travel back to Perth. They kept saying that the system has cancelled my ticket and there is nothing they could do. What I don’t understand is, the system may have cancelled the ticket automatically but why can’t the officers reinstate the ticket when I told them I need my return ticket to travel back? After all, I paid for the full round trip ticket. How can MH forfeit our ticket and force us to pay for another ticket to travel?

  23. 5.0

    Dear Sir,

    I traveled on MH0172 FROM KL TO Delhi on the 06/6/2018 on Economy Class . I arrived at 12 noon at New Delhi airport but one of luggage with Tag no MH 816320 WAS MISSING . I was told that my luggage would be available by Monday or Tuesday but that did not happen. I was then told on the 10/6/2018 that my Luggage was with Vendor with reference No 26649 it will be delivered by evening or next day. But no delivery happens. Vendor mobile no 09899025053 was switch off. Landline 01125051208 people were giving same answer again and again. Now its almost a week and no delivery till date.

    I find this most unsatisfactory. The delay has caused me inconvenience as I have my kids and mine clothes, documents and most important medicines which are not available in India. I got them courier from New Zealand. You people donot worry abt person health condition. It may be life threatening to any one. I am requesting the people on call to deliver it urgently as it has medicine but all in vain. The attitude is pretty poor if Malaysia airlines just delivers your luggage when they choose to do so at their leisure if they mishandled your luggage. No compensation is offered for the inconvenience as well. You would expect the airline to pay the Taxi fares to deliver the luggage and give priority to any urgency.
    Await your reply. I travel on MAS most of the time but not in future.
    Very poor service. Even no reply to my written email to airlines
    Regards,
    Divya

  24. 5.0

    24th June 2018
    Dear Customer Service Officer,
    I was very disappointed with a Chinese stewardess (CS) and a Malay Stewardess (CS). My complains are legitimate for I feel that the passengers should not be bullied by your super arrogant stewardess who thinks they owns the plane and we are just mere refugees. Maybe people like I who is more vocal enough to point out the issues or else it will always be left untold or left unattended to.
    Let me recap the whole incident. I have my wife as witness and I do not spiced up this report.
    I slept and I woke up by my wife after the plane took off and meals were served. My wife told me that this plane don’t have selection except chicken noodles. The thing is, the chicken noodle was spicy to my standard and if we do not have a choice, MAS should not serve spicy food. Anyway, I did not ate or complain for I was not hungry. I was sympathising the other passengers.
    The meal came with a small bottle of drinking water. To my surprise, I did not see the crew serving juice or coffee, the seatbelt sign was not on neither. Thinking maybe it was just an 1 hours 15 mins flight maybe MAS DO NOT PROVIDE JUICE ANYMORE ON TOP OF THE FOOD CART OR ENCOURAGE THE CREW TO SAVE COST AND ENERGY. Well, at least that is what you crew painted the show.
    Anyway, I asked the Chinese Stewardess (CS) for a cup of coffee and a cup of Juice. To my surprise, she said I could only have one! She did not even bother to come in front of me and I had to turn my head back for I was seated in row 27 and she was standing in row 28! I said “what?” and she quickly corrected her replied and changed her new replied to “yes, you can have both”. So I order two coffees for me and my wife’s friend and three cups of juice for me, my wife and her friend. Next thing, she said “Tomato Juice” and it really made me felt that the plane only have TOMATO Juice. I asked “what else do you have”, she said “Tomato Juice and Orange Juice”. So I ordered orange juice. Question is, Why did she suddenly put TOMATO JUICE rather than telling us what she have in the plane in first place it sure looks like and seems like she is ready to offer me only TOMATO Juice.
    The next moment she back come with a small tray (those a crew would use to serve drinks) of two coffees and two APPLE JUICE! Short of one Juice which I would understand she may had misheard and mistook but serving APPLE JUICE instead of choice provided? Worst, she passed me the whole tray and expect me to distribute the drinks and passed her back the tray!
    I kept quiet and rest and after we landed, I told the chief steward at the front exist about the incident. When I was explaining the incident, this Malay Stewardess walk into the conversation from the back of the plane and say “I asked the work way and CS mistook me”. I was so furious that I burst out shouting a very foul Language at her for she has NO RIGHT AT ALL to answer us which is of no concern of hers!! I wanted to go towards her but your chief steward stopped me and I push his hands away. You chief steward shout! Don’t push me or I’ll report to the security! I don’t not push him, he was the one pushing me away and I do understand for he wanted me to stop me from approaching the MS.. I pushed his hands away and do not consider that as I am pushing him and he has no right to used that as an argument. I walk off for I Know its pointless and the whole crew is against me now. Anyway he was kind enough to approach me and we sort it out. I just want make sure the CS and MS be warned not to be cocky or arrogant.
    Its funny that how the MS knew what was going on for I only spoke a few words asking for a coffee and just Juice. If I did hear wrongly on CS reply, it should not be an issue but now from this, I will judge that your CS knew exactly what she said and might had told the MS what happened.
    Complaints.

    1. Is it true at that moment you do not provide a selection of either rice or noodle or spice or
    not spicy or your crew are just lazy?

    2. Is it right your crew are not serving Juice on top of cart or in another cart from behind?

    3. Should she stand nearest and in face contact we passenger on request?

    4. Should she pass me the whole tray and speaks to me from behind?

    5. Should the Malay Stewardess speak/cut in the conversation and cover for the Chinese
    Stewardess?

    6. Are you crew trained that way?

    7. Is what your two stewardess did to me correct?

    Every time MAS stressed on Malaysia Airline MH for Hospitality. Is this hospitality? So what if you are a steward or air stewardess, you are to serve passengers and not to bully country bumpkin looking passengers especially Malaysian. We paid for what we paid for.
    Please take this seriously and I expect a reply or I will just take this up farther which is going to be more ugly.
    Yours sincerely,

    Chai Lip Sing

  25. 5.0

    I traveled on MH127 FROM KL TO PERTH on the 14/6/2018 on Business Class . I arrived at 2 am but no luggage followed. I was told that my luggage would be available next day but that did not happen. I was then told that on the 16/6/2018 that i had missed the first round of deliveries in the morning and i had to wait till 6-10 pm for delivery of my luggage. I have to stick around on a Saturday night to get my luggage delivered. I had to cancel a dinner meeting.
    I find this most unsatisfactory. I travel in Business Class and I expect my luggage to arrive. The delay has caused me inconvenience as I have my work files in the luggage and personal items as well.The attitude is pretty poor if MAS just delivers your luggage when they choose to do so at their leisure if they mishandled your luggage. No compensation is offered for the inconvenience as well. You would expect the airline to pay the Taxi fares to deliver the luggage and give priority to a business class passenger.
    Await your reply. I travel on MAS most of the time on Business class.

  26. 5.0

    CHEATED ABUSED & ANGRY

    MH2 04/06/2018, Check-in row C KLIA.

    Airline failed to provide the 2 adjoining seats (with one of them being an aisle, 16D & 16F) I had previously booked and paid for.

    Was initially told that my agent had not booked the seats, which was true since I had booked them myself online and have the airlines confirmation email complete with receipt references (copy can be sent on request). Then I was told that only one of the seats had been booked. All this didn’t add up as we had booked exactly the same seats on our outgoing flight (MH3 17/05/2018) which were provided with no problems. Then I was told that the seats I had booked had been sold to someone else. I was offered alternative seats further back in the cabin but declined these as we wanted the additional legroom. At that point I requested to speak to a check-in supervisor. We were then offered 2 independent seats in different rows, both in central positions, which we also declined as my wife is a nervous traveller and needs to get up frequently during flights. I asked what compensation we could have and was told none and that I would have to make a complaint. All this debate lasted for an hour and a half with long absences of check-in staff whilst they were checking with ticketing, during which time my wife started feeling unwell and was provided with a chair.

    As we were getting nowhere and my wife was unwell (she had previously booked special assistance due to inability of long walks), my only concern was to get on the plane and go home, so I accepted the offer made by the supervisor that boarding passes would be issued for the 2 independent seats, he would block book the previously offered adjoining seats and that on-board cabin staff would make arrangements to seat us appropriately. Little did I know that this was a ruse to get us out of check-in and that no such other arrangements would be possible.

    When we boarded the plane, cabin staff were completely unaware that there was a seating problem and we had to go through the whole scenario again, this time coping with rude cabin staff and being made to feel the villain of the piece in front of all other passengers, hoping in vain that since everyone had boarded, some suitable arrangements could be made. I noticed that business class was largely empty and suggested this might be a solution but was told cabin staff had no authority to use those seats. The debate with cabin staff continued with no flexibility whatsoever, resulting in my wife and I being given an ultimatum “go to the 2 adjoining seats down the plane or be offloaded” at which point my wife became very upset and we reluctantly took the smaller sized seats. All through the flight we were ignored by cabin crew and at no point during the whole episode were we given any apology.

    This has left us with a very bad memory of what had been up until then a very nice Malaysian holiday, which included 4 previous Malaysia airlines flights.

  27. 1.0

    Terrible care about the elderly Passengers, Worst Wheel chair service, never fly again with MA

    My mom had terrrible experience with MA yesterday as same as before with Wheel chair assistance at KL airport. We totally upset with ignorant behaviour of MA of Wheel assistance that made my mom to really bad Mental & health illness.

    No one has taken care her at KL airport and she left stranded with no care. Luckily by some co pax help she got into the connecting flight on time. This incident happened last time of her travel as well and she was so scared about that, and i convinced her this time and raised the complaint with MA already about that and got a apology mail from them saying it wont happen again.

    We used to fly with MA all the time since 2011. I don’t believe MA will look into this issue seriously.

    Thanks Malaysian Airlines for proving once again that you are not our airline to fly :(

  28. 5.0

    The reason I write, is due to unfairly treated by a Malaysian airline staff at the check-in counter. She made huge fuss about carrying a laptop bag while having hand luggage. stating the laptop top bag is more than 2kg. My laptop is heavy as it is a couple of years old. plus adding the weight of charger it exceeds 2kg. According to the terms and condition it does not state maximum weight of the laptop bag.

    There are business class line and economic class line. I understand business class passengers are given priority, but that does not mean she could keep the economic class passengers waiting and process a business class passenger. When there is dedicated business class counter. This is unethical behaviour and I do not think this party of company policy.

    I checked in Sydney airport on Friday 18th May 2018 for the flight MH0122 leaving at 1.05pm. I frequently fly through Malaysian airlines and never encountered a problem before. I am highly disappointed the way I was treated by the staff, although I could not get her name. she was the only female staff from non Malaysian background working on that day. authority.

  29. 1.0

    My flight was departing from today(May 7) 5.30pm and suppose to reach on 6.30pm from Lahad Datu to Kota Kinabalu. Unfortunately, we were waiting in plane around half and hour and ended up landing in Labuan airport. The time was 7.15pm at that moment. The airconds were switch off for more than an hour and it is very hot due to the lack of oxygen. We were starving at the moment and the airline didn’t take any action by offering food for us. After 2 hours of waiting, we finally can depart from Labuan airport. We reached Kota Kinabalu airport around 9.30pm. After waiting for lugguage and so on, I reached home around 11pm. Due to this airline issue, I couldn’t make it for my important event this night. It ended up with a 5 hours trip instead of 1 hour. It’s a waste of time and starving at the moment.
    Lastly, I hope airline could take action for this case and compensate for our losses.

  30. 5.0

    We have filed a complain with Malaysia Airlines on 26th March but not given a case number but a record of emails available.

    On 23rd March we were due to fly from klia to phuket at 925am flight unfortunately we missed our flight and were told to pay a penalty at RM 735 if we want to keep our return tickets for 27th March at 6.10pm from phuket to klia.

    We were ensured by 2 different MAS female staff (ticketing counter on duty at 850am counter 5 & special check in COUNTER 19 at about 10am at the klia airport) that our returning tickets remain the same despite asking them repeatedly. We stayed in the airport for 6 hours with a 15 months old and flew with them at 320pm flight despite other cheaper return tickets with other airlines available on the same day (that fly at about 11am, which is only 2 hours ahead of our inital flight)

    We tried checking in online on 26 March and found out our return flight from phuket to klia has been cancelled and in order to get on the flight we will basically need to get new tickets for the next day (28th March) as return tickets for 27th were all fully booked.

    We had to purchase new return tickets with Air Asia costing us an additional RM1200 and forfeited our paid ride to the airport at RM80.

    We feel so cheat ed by the misinformation given by MAS and we are hoping to get a refund for our return fare at RM1200 with Air Asia, as we think this happened because MAS staff in klia failed to provide us accurate information and deliberately caused us inconvenience.

    We are writing in hope that you will be able to resolve this matter fairly.

  31. 1.0

    On MH1432 KUL – LGK 9am on 7 Feb 2018 the flight was delayed by 1hour 15minutes.

    I asked for a blanket as it was getting very cold in the cabin while waiting . Also I was coming down with a fever. Cabin crew said there were only 2 blankets in the entire aircraft and it was given to children.

    Such nonsense! This is not a budget airline. I find it hard to believe that there were no blankets . I think it’s plain laziness or discrimination.

    Can anyone verify this? Is it truw there can only be 2 blankets in an aircraft?

  32. 5.0

    I’m very disapponted with the customer care.
    I called on 5th feb 18, 10.52am, a lady answered and she even quarreled with me. She didn’t listen to me at all. And even hang up my call!
    My flight ref number is JIUFR7, flying from Canada to KL. I wanted to request for seat Allocation. There is one of the flight CX1729 (Hk-KL) was told by Cathay pacific that it is operated by Mas airline, they even gave me the flight number NH433, I asked this Mas customer care lady to check for me. She said there is no such number, she said It is NH432, not NH433. I repeated as I’m vy sure there is such number Nh433 as I managed to call last 2week to made some request. She kept repeating the airline is operated by Cathay, not Mas. (The fact is it is really operated by masairline !!) This lady even yelled at me, and hang up my call just like that! Hope you can trace back the call and get her name out.
    I called back again 2nd time, a Chinese guy managed to help me to do the request for me by checking the number Nh433. He is helpful.
    Pls improve the customer care services. It is just a simple task, but I had to call over an hour to get the thing done. Whenever there is cooperation with other airlines, pls make sure you know who is operating the airline…

  33. 5.0

    I wrote my complaint about Malaysian Airlines (MAS) because I couldn’t find their email address who handle customer complaint. I hope by this platform, MAS Management could read and do some better action for customer satisfaction in future.

    I have booked which I PAID FOR THE SEAT NUMBER RM 200 (2 front seats with infant) for upper deck on 22 December 2017. Not more than 2 weeks, they simply change my seat from UPPER DECK (PAID SEAT/ 33A and C) to LOWER DECK (FREE OF CHARGE/46 H and J). On Wednesday night 24 January 2018, I got an email from them that stated my seat has been changed from KL to Tokyo. I call MAS customer service on 25 January 2018 at 7 am in the morning regarding this issue. I complain because I HAVE BEEN CHEATED. The lady on the phone gave me an excuse that the flight from KL to Tokyo on 30 March 2018 has CHANGED THE FLIGHT NUMBER ( when I booked and until I check on manage booking now the flight number didn’t change and still A380). Then I requested to refund my money for RM 200. She cant give a good reason since she is not sure can refund or not, thus she asked me to wait and she went to supervisor to do my request. After 20 minutes long wait, she’s back and said A CUSTOMER WONT GET A REFUND DUE TO A FLIGHT POLICY.

    As a regular customer, these reasons are unacceptable. firstly, the seat number that I booked at Upper deck is suddenly not available for 33A. It means they cheated me and replaced my seat to “somebody”. Secondly, they lie about the flight number. everyday I check the flight number still A380. Thirdly, they are simply use a flight policy to state any causes. Lastly, the customer service is rude to handle customer compliance.

  34. 5.0

    MA,shit service and unprofessional manners,
    Flight from KL to Singapore served alittle bag of peanuts and cup of orange juice!!Airhostess leaned across me to speak to the guy near the window without excusing herself to me and my son!!
    MA flight from KL to Phuket,I saw the bag handlers throwing our luggage and everyone else’s into the bottom of the plane which I have video footage of,the toilets on the plane stunk of old urine,surely the Airhostesses can smell it,!!on both flights asked if tea and coffee and was told would be served after the stale chicken crossont,and bottle of water,and a stale mini muffin!no coffee or tea was served,with the smell of stale urine and stale rations I passed!!well done MA lost another customer,(lift your game)

  35. 1.0

    I bought two tickets from KL to Bali in February 2017 for my honeymoon. Unfortunately, due to Bali volcano eruption incident, I had to postpone the trip. However, when I was to change my flight to the end of December 2017, the staff told me that I had to pay the full-fare tickets like everyone else since my previous tickets were on promotion. It was so frustrating as I was not told that my tickets had been forfeited when I called them to postpone the trip before. As the result, I decided not to fly with MAS at the time and therefore, the status of these tickets has still been open up to now.

    I felt very disappointed with the way they communicated with me as a customer on the phone and the obscure terms & conditions of their promotional fares that made my tickets unredeemable.

  36. 1.0

    I came to Auckland airport by Malaysia Airlines and found out that one of my bags,which is 28kg was lost. I immediately asked the Auckland airport customer service apartment and they gave me the email of Malaysia airlines’s customer service. I contacted them and there was no response. After several hopeless emails, I contacted to Auckland airport customers services again for their help and one of them helped me to contact to Malaysia Airlines. The person in Auckland Airport customer services department said that Malaysia Airlines asked me for the receipt of all my new clothing, which I listed in my claiming form. They asked me to wait for up to 21days to process my case, however,there was 73days since I came to New Zealand and more than 21days since they said so, there is no official answer for me at all. I really disappointed to Malaysia Airlines customer services, which is unprofessional because they didn’t contact me directly after it but through Auckland airport customer services. What a bad Airline. Do not recommend it to anyone else.

  37. 5.0

    On the 8th December 2017; I was traveling with my family (myself, wife, 3 year & 1 year) from MIRI International Airport to Tribhuwan International Airport via Kuala Lumpur International Airport. Flight number MH2593 should have flown at 16:25PM but it was delayed and flew only at 17:10PM.

    We had to catch the connection flight MH0144 at 19:45PM but we were landed in Kuala Lumpur Airport at 19:25 and the gate was closed. Therefore we missed the flight. In the airport we met some of the Malaysian Airlines staff. Firstly we requested them to let us fly but they denied and the reason behind they said was although still they could board us, they were not able to load our baggages. 

    We were so upset; it was clearly the Airlines’ fault. I was traveling with my two small kids; it caused so much trouble to us. A Hotel was arranged to us and were were told that we could fly next day morning. They said they would take care of our baggages and the baggages also be loaded in that flight. 

    So we finally landed at Tribhuwan International Airport next day on 9th, around 12:40pm. But our baggages were not delivered. My family had 6 baggages including one smart TV LG 42”. I haven’t received my any luggages yet. This is the worst flight experience I had ever. 

    On 8th I had booked two Hotel rooms in Kathmandu which cost me Nepalese Rupees 6000 (approx 300 Malaysian Ringgit). On the 9th I had book a van for my family that cost me Nepalese Rs 15000 (750 Ringgit). I have to go the west of Nepal from KTM to reach my home. My family is stayed in KTM for extra 2 days just waiting for the baggages. I had to pay for breakfast, lunch and dinner in the hotel. Still I haven’t received a baggage. It happened because of Malaysian Airlines. Flight Delay and late delivery of baggages and missing baggage has cost me more than £1000. This was unbelievable flight experience.

    Myself was just wearing one pair of clothes and I didn’t put any clothes in my hand carry and my wife and children also put very limited clothing in the hand carry. So we have to buy everything new again in Kathmandu because of the negligence of Malaysian Airlines. This is the worst service and the worst travel experience I ever had. With two small kids it was unimaginable trouble. 

    I talked to the Malaysian Airlines manager in Nepal. He says compensation is just 350 Ringgit and he is not even sure they can compensate this. This is another unbelievable thing. Caused so much trouble, caused days to waste and caused my one month salary to waste and compensation may be 350 ringgit?? This is ridiculous. I don’t know what is your compensation for the missing baggage, May be few dollars?

    I have promised I will never ever travel on Malaysian Airlines again. Thank you so much for giving us this much trouble. I had heard little bit bad about this Airlines but I was not expecting this much bad. I am not sure your Airlines managers and staffs learn from the past mistakes. Please learn from Qatar Airlines, Royal Brunei Airlines, Singapore and Silk Airlines if you can. Thank you 

  38. 5.0

    Flight MH130 Auckland to KL (5/12/17).
    Toilet smell so badly & I was the first one who went in.
    One toilet is out of order.
    No hot beverage at all & keep on saying seat belt sign is on (2nd time experienced it) But other type of airlines still serve you. Can see many passengers are not happy when the crew say they’ll come back to us to serve which is never. In that case you might else take away your coffee cup if you do not wish to serve us coffee & tea.
    Please maintain the quality to make the Malaysian feel good & happy to return home by Mas.

  39. 5.0

    Malaysian Air – I landed on Hyderabad airport on MH148 / 26Nov / MH 198 / 26 Nov. My ticket no. is 2325921983613. Baggage Tag number is MH 837645. Its been 4 working days and I have not received my bag yet. This is so unprofessional. No compensation has been provided yet. There are expensive items in the bag and I am worried that you might have lost it. There are consumables which I fear will go waste. Every time I call the airlines, I get the response, bag has been found and its being sent to my address. Extremely bad experience.

  40. 1.0

    The number of complaints for MAS is getting from bad to worse. From the complaints published, it only shows that the processess are certainly not in place and there was no committement from the airline to resolve the complaints.

    Is it because the staff are untrained or is it that the HR hired the wrong people for the job? Are the staff proud to be part of the airline and enjoy assisting passengers to resolve their problems or are they the first to run away when they see a problem.

    Wake Up MAS. Employ the right people for the job and train them to make MAS proud again.

  41. 5.0

    To whom it may concern,

    I was on flight MHO 126 from Perth to Kuala Lumpur on the 17th of November 2017. The flight was scheduled to leave at 0205 but there was a 30 minute delay.

    Myself and another traveller had connecting flights to Bangkok MH784 . We were told they would hold the plane as it would only be a 15 minute delay.

    There was no assistance provided or transport to get us to the next gate for our connecting flight. I made it the gate with approximately 20 minutes before departure time when it was final call, but was told I had to cue up with the other travellers that were checking in for a flight that didn’t depart for a hour. After getting through the slow process of scanning my bags I made it to the gate and was turned around saying flight closed.

    I believe this was poor management and lack of communication. On all the other airlines they would assisted in getting the delayed connecting flights as a priority. Even air Asia would have done a better job at organising staff to assist any people on late connecting flights.

    After going to the transfer counter I was issued another flight MHO 788 and given a food voucher that was inadequate to purchase a meal and water.

    For a premium airline I am extremely disappointed on this occasion and I would like some form of refund as I have also missed an additional connecting flight in Thailand.

  42. 1.0

    I booked two tickets directly on Malaysian Airlines website for my son and his girlfriend to fly from Jakarta to Kuala Lumpur. I noticed there is no middle name field. Only first name and last name. So I did not put their middle names.

    I emailed Malaysian Airlines customer service to say that there is no middle name field on their online booking system. I received a reply requesting a copy of passport for passengers. So I provided a copy of my son’s passport and his girlfriend’s passports per their request.

    I received an email today from Malaysian Airlines Customer Service saying that there will be a name correction fee charges of MYR150.00/per passenger.

    Why would there be a name correction fee charges for their own mistakes for not putting a field for middle names, if middle names are required on the passengers’ e-tickets?

  43. 5.0

    ZERO STAR (wish there was an option of minus stars)
    Flight from Sydney to Mumbai. Layover at Kuala Lumpur for 1 Hour.
    Flight : Sydney – KL – Mumbai (MH122 / MH194).
    One of my luggage is still untraceable (Tag Number : MH760408).
    It has been 05 days now. I have filled MBQ form and whatnot.
    Pathetic staff at Mumbai Airport, No response. after 20-30 calls they pick up once and put on long holds. And then say, We have no idea where your bag is, we will send a mail and update. But no response.
    File Reference : BOMMH16374 / 28 Oct 17
    Name : Aakash Kapoor
    Flight : Sydney – KL – Mumbai (MH122 / MH194)
    Number of Bags : 01
    Tag Number : MH760408

  44. 1.0

    Don’t use Malaysian Airlines if you expect customer service if things go wrong. Our flight took off and then turned back due to engineering faults. Fair enough – better to be safe. Then the waiting in queues at 2am for the airport hotel booking, then hanging around all the next day and rechecking in the reclaimed baggage. then being misinformed about the connecting flight by 2 MA staff – they told us it was the next day but it was actually the day after that! 3 hotels later we finally boarded the flight to Adelaide and a whole week later we still do not have our luggage!

    Fair enough, problems happen. However, a 30 hours trip from LHR to ADL took 78 hours and we still don’t have our luggage a week later but worse, no-one at MA bothers to even reply to the complaint or even acknowledge that we have sent one. Very, very unprofessional and after using MA for years, we will no longer be using them again and will not recommend them to anyone.

    We will be seeking compensation for delayed flights, misinformation and lost luggage but won’t expect this to be dealt with quickly. Even on Facebook, they answer private messages but then sent a link that does not work! They have not responded to my message regarding this.
    Don’t bother with MA.

  45. 5.0

    Took MH0141 from Dhaka to KL at 01.00 & transferred to MH0197 to Sydney on 08.10 (both flights on September 21 2017. Towards the end of the latter flight (around 17.30 Sydney time) I was served a lukewarm chicken pie, which I considered returning, but the stewardess had disappeared before I decided – so I stupidly ate it anyway. Landed 19.45 got home at 22.00. Violent diarrhoea & projectile vomiting from morning onwards. Food related Camphylobacter infection diagnosed & judging from the 24 hr incubation period MALAYSIAN AIRLINES the only possible source. It is only 5 days later that I have recovered enough to use a keyboard.

    So first a warning – when they offer you something semi-cooked insist that they take it back and cook it for you. Second a request – anyone on MH0141 from Dhaka to KL at 01.00 or MH0197 to Sydney on 08.10 (both flights on September 21 2017 & suffering similar symptoms please respond. Complaints from one will surely be ignored – but I suspect I will not be the only victim.

  46. 5.0

    Worst ever possible seats in MH122 sydney to KL Florida flight. Seat tilted to front no comfort whatsoever, to top it off flight delayed by two hours after we boarded, still sitting with no official announcement from the staff whatsoever. Very unprofessional, in this customer centric world. This is the last time I pick Malaysian airlines

  47. 1.0

    Horrible experience with Malaysian airlines. Like their flights gtg vanished, the luggage also gtg vanished .
    Twice in a weak (29th August ) and while returning on 5th Sept the luggage got vanished.
    While going, it was horrible as all the luggage got vanished and we had to literally buy new cloths from singapore as we had confirmed plans for travel every day in Singapore. We spent almost SGD 180 for cloths etc (for four person)
    On return journey to on 5th Sept from.Sinfappre, we ensured in Singapore that the bags are tagged with “HOT TRANSFER”.
    Before boarding from KL, have talked to customer service and they I formed around 7pm that 7 luggages are connected and one luggage is being connected.
    Knowing Malaysian airlines by this time, have checked up thrice before boarding the flight and the staff at the boarding counter confirmed that all the luggage are connected. The staff were literally casual or lying the nth passengers.
    On reaching Mumbai it was a shock that one luggage is not connected at all.
    It is now evident that the staff were lying and not fit to work anywhere as they cannot be believed.
    And now imagine, the Malaysian crew from the same flight had experienced missing her luggage and she being from same airline could not even complain .
    In fact this crew was put in such a situation as she do not know when the luggage will land and do.not which address to be given (Mumbai or KL address) to be given.

    THIS IS ABSOLUTELY NOT ACCEPTABLE.

  48. 5.0

    My family of 7 are flying to phuket MH786 at 9:25am: we have checked in online and when we come into airport to drop bag, we were informed to queue the same queue as all passengers.
    The purpose we checked in online is to allow us enough time that we do not need to queue:
    As we queue with the other passengers who have not checked online disrupts the time and space planing of the traveller :
    There are many people who have not checked online taking a long time at the counters that the queue gets longer : anxiety grows amongst passengers especially those with young children:
    When I enquired why the same queue, I was informed by MAS personal manning the crowd, that online booking is for booking of the seats :
    I have experience in queue management from my maybank days and have notice a waiting time of more than 5 to 10 minutes per customer queuing with a long queue building.
    I suggest a indepth study on queuing systems to manage the long queue.
    A well managed company is a pride of the nation :
    Ty

  49. 5.0

    – ORIGINAL booking under WKS3J for flight on 3 Sept @ 9.25am was informed on the retime to .10.20pm.
    – Called to reschedule to 16.40pm under MH2517 and confirmed by the officer.
    – Received confirmation on 22 Jul but WRONGLY changed to 10.15am under MH2543
    – Called to reinstate back to MH2517 again with confirmation from the officer but did not receive any email confirmation.
    – Subsequently called for another 4 times to check on the status but until to-date still no confirmation and worst still we were not on any of the flight on 3 Sept.
    – Same assurances from the 4 previous officers that I will receive the email confirmation within the next 24 hours but end up with no reply.

    Very disappointed with this Malaysia National Carrier!!!!!

  50. 5.0

    My flight Malaysia Airlines MH0004 KUL–LHR on 12 October 2017 has been cancelled yesterday without explanation, and all they will offer is an earlier or later flight I have chosen to return to UK on 13th. October having to book an extra hotel overnight stay. I chose this airline because of their customer-friendly timings, but all they offered at first was a flight MH0002 at 23.15, meaning a whole day’s wait around the airport. My hotel for 11/12 October is non-refundable and so am stuck.

    I am absolutely furious. My air ticket is non-refundable otherwise I would cancel and travel with a different carrier.

  51. 5.0

    I have come through flight no.MH173 from Delhi to Bangkok with a connected flight MH796 on 10.8.2017 but surprisingly our luggages have not been shifted in the connected flight which are to be handed over by your staff at Bangkok airport due to which I and 3 other friends/passangers who are to take their diabetic and no medicines were in our luggage. Moreover all oùr clothing and other articles have been there in luggage which is a great negligence and deficiency in services

  52. 5.0

    SO MUCH TO COMPLAIN. Bought a return MH flight from Singapore to London (transiting in KL airport) departing 18 July 2017 and returning 25 July 2017. Had my doubts about buying from MH but decided to give them a chance, especially after hearing from friends who apparently had “not bad” services from them. Turns out to be such a nightmare!

    My outbound flight on 18 July from Singapore was supposed to depart at 0640h, and the connecting flight to London was to depart at 0950h. Received a notification informing me that the first flight was delayed to 1030h (and to arrive at 0747h on the same day – what a joke especially since Singapore and KL are in the same time zone), and subsequently a second notification stating the connecting flight was changed from 0950h to 2315h??! RIDICULOUS. They were lucky the ground staff at Changi Airport managed to secure seats on an SQ direct flight, which landed an hour ahead of my supposed time, thus I didn’t have to shift my schedule back by an entire day – but that’s not the point, is it?

    Unfortunately the same issue happened with my return flight – received an alert telling me the flight has been retimed from 2135h to 2300h, which to be honest I can close an eye and deal with it. The connecting flight from KL to Singapore was also changed from 1925h to 2305h (I’m assuming because of the change, I wouldn’t have been able to make it for the 1925h flight since it would’ve landed at 1915h). Fine. When I’d reached Heathrow Airport to check in for the retimed 2300h flight, I was told that check in was CLOSED because the flight was ON TIME AT 2135H – and I didn’t receive any alert telling me that. The ground staff at Heathrow Airport even acted like they didn’t know about the supposed delay and made it sound as if it was MY fault for missing the check in when all along it was MH’s fault for informing passengers of the retimed flight and then change it back to its original timing without informing of the change. I didn’t even receive an apology from the staffs for this lack of communication and they expect to push the blame onto me??? In the end I had to rush through check in + immigration, which then resulted in me not receiving my luggage when I’d arrived in Singapore due to the rush (because oh wait, that’s right, it’s MH’s fault).

    Furthermore, I could’ve made it onto my original connecting 1935h flight from KL to Singapore had not been for the “delay”. Instead I had to waste an extra 4 hours waiting for the new flight.

    The only apology I had received through this fiasco was from the lady at Changi Airport who had to write a report for my missing luggage. None of the ground staff at the check in counters (for both Changi Airport and London Heathrow Airport) bothered to apologize for causing such a massive inconvenience. At least the outbound flight was solved well. I’m more peeved with my inbound flight’s situation: at how MH told its passengers that the flight was delayed and then not informing when they decided that hey, turns out we can fly at the original time – and blame the passenger for not checking in on time. Where’s the logic in that??

    One more thing that I don’t understand is that how could MH allow their cabin crew to take up an entire row of seats for their use? I ask this because I had chosen an aisle seat on the second last row of the middle section the economy deck and I realised that there was a completely empty last row on the right hand section. A lady shifted over after some time because her TV console wasn’t working and she was asked to move back to her seat because “These are crew seats, you’re not supposed to sit here.” I have taken a good number of airlines and this is the first time I see cabin crew sitting in economy seats, and yes I DID see one of the crew actually sit down at one of those seats and have his meal. Are they not supposed to have their own space away from the passengers to have their meal and rest? I really cannot believe this.

    This was my first and I can safely say my last flight with MH. Extremely disappointing services. What a waste of money. What is the point of offering various different flight times and all sorts of destinations when all you’re going to do is change those flight times as per your fancy? Maybe I can understand if it’s just one flight. But it happened for both, there was such a bad handling of the situation, and no apologies were offered. Perhaps MH should re-evaluate their options and don’t act so ambitious when they cannot supply the need, and work on providing good services.

  53. 5.0

    Well I am very tired of repeating my story as following up my complaint with MAS is exhausted as their reply is super slow which took me 2 months for them to turn me down. The summary of my case is MAS had damaged my baggage terribly when I was travelling in May’17, and I made a complaint about it. Someone namely Syukri Abdul Kamil requested me for an invoice for compensation. Funny that who will keep the invoice for months, however I managed to screenshot my online purchase history for him. He represented MAS & share with me their compensation rule is to compensate 50% of the baggage value and that is fine with me and I will not challenge your compensation policy. So in this case, I bought my baggage for RM270 from Taobao China, and 50% of it I should be getting RM135 as a compensation as I took RM270 as my baggage value. But he told me they will only compensate me for RM74 which is only 27% of my baggage value. When I sought for reason, he told me that it’s because my screenshot showed the breakdown of the price, RM148 is for the baggage cost, and RM122 is for the shipping cost, and they decided to exclude the shipping cost from my baggage value / invoice amount. I could not agree with this as this is an online purchase, and everyone should understand that the price of the item itself does not represent the final price and you would not be able to receive your item if you do not pay for the shipping cost. So the actual baggage value should include all of the costs incurred to this item, likewise to all items selling in Malaysia which was shipped from overseas, all costs were already cost-in the selling price just that you can’t see the breakdown of it at the price tag. I appealed my case but they refused to understand the logic of it and this is very disappointing and ridiculous! I will definitely escalate my complaint to any possible channels to fight for a fair and logic clarification, it’s no longer the value of the compensation anymore, it’s about the ridiculous way of how MAS is handling this case, where’s the logic? My complaint is still pending now – July’17

  54. 5.0

    Have filed this complaint with MAVCOM and USDOT after contacting Malaysia Airlines, and getting a unacceptable response (as in their agent is lying about issuing vouchers, and rebooking me on another flight seamlessly, which was not the case )-

    I was on a short visit to India to see my family, and was booked in business class on MH operated/codeshare flights (MH Ticket) from Delhi to Chicago. The flight details are as follows:

    MH 173- July 7th- DEL-KUL- 1:10-21:05 (Local times)
    MH 88- July 7th- KUL-TYO- 23:30- 7:40 (8th arrival)
    MH 9110- July 8th- TYO-ORD- 11:10-9:05

    On July 7th, I arrived at the Delhi airport around 1030 AM since MH was showing the DEL-KUL flight on time. Upon arriving at the check in desk, I was informed that the flight was delayed by 4 hours.

    This was the first surprise, since the online systems were still showing “on time.” Herein started my ordeal with the extremely poorly trained staff at the DEL airport.

    The 4 hour delay in DEL would have implied me missing my connecting flights to TYO, and subsequently ORD. I was connecting from ORD on a separate ticket to ATL.

    The ground staff were pretty unhelpful and seemed to be have no clue on how to rebook a passenger in this situation. It was almost an hour before I finally gave up and called the station manager.

    This gentleman was actually trained, and he offered to rebook me on a direct JL flight that left in the evening. Due to factors unknown to me, I was told that I had to leave the airport and come back in the evening after calling a number that I was given. They were unable to issue me a new ticket that time.

    So, during this time (almost 2 hours of back and forth), my poor parents were waiting outside the airport since I asked them to wait till we knew what was going on.

    Finally, around noon, I was escorted out of the airport, and my poor parents (my father is a heart patient) came back to pick me up.

    Please keep in mind that NO offer of any food, transportation, hotel or any assistance was offered or provided by the MH ground staff in DEL!

    Since my parents live further away from the airport, and due to traffic congestion, we ended going to a lounge and spent our money to eat a meal and pay for the lounge fees (receipts attached). The total for this comes to about Rps 7,650 (USD-120), and luckily, we saved the receipts.

    We finally arrived back at the airport again at 5 PM in the evening. We called the number given to us, which was turned off. After walking up and down the airport, we finally received a call back from the local MH staff and I was escorted back into the airport. At this time, I was taken to the JL counter, since they had a non stop flight to NRT which would connect to the original flight to ORD. It was another 90 minutes before they were able to figure this out, and issue me a boarding pass.

    So, let me offer a summary-

    1) My original flight was at 1 PM local time. I was not able to leave Delhi till almost around 8 PM in the evening on a JL flight, so this was 7 plus hour delay, not counting the time spent at the airport in the morning trying to get the ground staff to figure this out.

    2) During this time, I have documented receipts of about 120 USD spent from my pocket to spend time (outside the airport) between the two flights.

    3) This does not include the inconvenience to my old parents, and the petrol money and phone calls made. I do not have a receipt to prove, but it’s another USD $40-$50 in costs.

    4) Finally, what was most disappointing is that upon contacting the airline, I got a long drawn response with NO offer of any compensation except some miles which are of no use to me.

    5) I reviewed the airline’s contact of carriage with my lawyer, and section 10.3 clearly states that this situation qualifies for denied boarding compensation (attached document).

    6) All in all, this was extremely disappointing. I am a frequent traveler, well versed with passenger rights and airline responsibilities, however, I cannot imagine how less versed people may get treated by MH.

  55. 1.0

    On 22nd June I was returning to Mumbai from Bali and my connecting flight being from Kuala Lumpur. The connecting flight from Kuala Lumpur to Mumbai (MH186) we had these problems.
    1. Flight got delayed from 22.15 to 22.50.
    2. When the boarding was supposed to start at 21.50, no personnel present at the entry point and passengers queue was long and delayed.
    3. When at the entry gate H4, no flight was there and no information given. We waited there for 20 mins or so and then personnel informed us that flight is at Gate H6 thereby making unnecessary trouble to passengers for reaching to gate H6.
    4. When we reached H6 and when began boarding on the flight, there is announcement that there are technical problems on flight and cannot be taken off.
    5. We all were again made to wait and no proper information provided to us when there will be next flight for Mumbai.
    6. Disrespectful behavior of Malaysian airlines personnel with the passengers. No water or food was offered to the passengers waiting for long time. No Humanity shown.
    7.At around 12 midnight the personnel provided food coupons where the food store was far from the gate.
    8. Also after giving the coupons the personnel mislead everyone that if we do not return back within hour the next flight would not be taken off which was scheduled 1.30am.
    9. Again we had to move up and perform all the boarding activity again.
    10. The flight which we boarding was stinging and there were no vomit bags provided.

    It was shocking for me after paying high amount of Money for Malaysian airline tickets and such a bad quality of services was provided to me. The seats were very congested.
    These quality of services was never expected from your side.
    After having faced such problems I will never consider to fly with Malaysian airlines were the customer satisfaction level is Zero.

  56. 5.0

    We booked our seats on upper deck back from Kuala Lumpur in March, but when checking in
    they said they were not available,we paid extra to have these seats.As they were full they did not have
    any more of those seats.Have sent 4 e-mails to them but have not had any response.
    We have been flying with that air line 11 years now.
    Very disappointed

  57. 5.0

    My domestic flight ( Malaysia Airlines- MH2626 )was on 29 April 2017, which took off at 11.15 pm , flying from Kuala Lumpur to Kota Kinabalu, Malaysia. Seated beside me where 2 Malay girls, i am a Chinese.

    During mealtime, a flight attendant named Muzaffar came by asking whether we would prefer fish or chicken, i, being seated on the aisle seat said that i would like chicken, he did not acknowledge my order nor spared a glance at me, so i repeated my order(being a frequent flyer, i knew that it was a norm for some sign of acknowledgement by well-trained flight attendants) , whereupon he flashed a great big smile to my neighbours and went on graciously to explain the order since they seemed to have difficulty choosing.
    After they made their choices, Muzaffar went on to say: ‘ here is your order,adik’ with a smile. While i was wondering whether he heard my reply, i got my tray placed before me without even a glance. This was a first experience with such rude service exhibited by a flight attendant from MAS. Here was a ‘premium’ airline, with a flight attendant showing such outright discriminating behaviour.

    Flight attendants who are only polite to people of higher status like’ datuks or datins’ or to ‘adiks’ of the same race do not live up to the standards of an airline advertised for its impeccable service.

  58. 5.0

    May I share my worst experience I ever had in my life happened today an hour ago with Malaysia airlines staff in Brunei. My brother came to visit us from Pakistan. He got return PIA ticket from Pakistan, Islamabad to Kuala Lumpur and I bought online Malaysian Airlines ticket from KL to Brunei. He arrived safely here. Today he was going back. We especially the kids did go shopping and bought toys for their cousins. The kids were much excited. Malaysian Airlines ignorant staff allowed my brother, the passenger but refused to book his 30kg baggage allowance. What the hell was that and what a senseless reason the in charge gave that you had bought tickets from two different places so can’t be booked. Then he told because you don’t have Malaysian visa…..????? Why visa…… my brother’s stay at KL Airport is only a few hours. Will reach there at 7:30 pm and has to board on PIA for Pakistan after only 6 hours. And is Malaysian visa required for the passenger or the luggage?????? Then How he came from Pakistan and brought his 30 kg baggage booked all the way from Islamabad to Brunei, even he had to change from PIA to Malaysia airlines. I traveled a lot, my friends also travel around the globe….. never have this type of experience.

  59. 5.0

    I originally booked my flight ticket from American Airlines under ticket number 0012106291589 (AA record locator JGKPRO), which depart from Kuala Lumpur (KUL) on 29 Dec 2016 to Lima (LIM), Peru, with transit via London (LHR) and Miami (MIA). My return ticket depart from Buenos Aires (EZE) on 7 Jan 2017 to Kuala Lumpur (KUL) with transit via New York (JFK) and London (LHR).

    During the departure day from Kuala Lumpur to Lima, I proceed to the MAS check-in counter at KLIA, and I got all the 3 boarding passes (KUL-LHR, LHR-MIA & MIA-LIM). KUL-LHR is operated by MalaysiaAirlines under flight number MH0002 (sold as AA7439). The stuff that handle my check-in was Norhaslin Hassan (2900349) under agent number 2559. I was not informed nor she didn’t check out that I don’t have a transit VISA to transit in Miami airport at the moment of check-in and boarding pass issuance to me. She should stop me from even travelling out of Kuala Lumpur to London at the first place so that I can do any necessaries to correct the problem, but she didn’t. I’m not sure if this is purely human mistake or involved system error as well because system should block me from issuing my boarding pass to taking the first flight.

    After I boarded the flight from Kuala Lumpur to London and connecting from London to Miami, I got blocked at the London Heathrow Airport Terminal 3 boarding gate due to no US VISA for me to transit in Miami. I was stuck in London Heathrow Airport and so helpless there. If all these detected in Kuala Lumpur KLIA Airport, I’m still able to correct it, rearrange my flight and continue my journey. Now all my vacation plan need to be cancel off and some of them are too late to cancel or non refundable. I will provide you all the details of my trip itinerary when needed.

    I’m very disappointed that this happen to me and I am demanding a full compensation of all my losses due to this mishap.

  60. 5.0

    Called 2 times on Nov 8, 3 times on Nov 10 & 3 times on Nov 11.
    Most of them time the line went dead while officer checking for alternative flights.
    Called to check a change of flight from Singapore to Penang with transit at KLIA. Transit time was too long but no alternative flights found. Fine.
    When the new itinerary was sent to me, discovered that my return trip from Penang was not found! Only the transit from KLIA to Singapore was found. Hence, I had to call again. Found my Penang-KL flight but there is a change of time (again) BUT this time I was not informed! I booked a flight out at 3:35pm but the flight was changed to 11:45am! Imagine if I was never informed & turn up for my flight & missed it!
    Operators were not helpful! Either end my calls or promised to call back but never did.
    What kind of Malaysian Hospitality is this? No wonder MAS is doing so poorly!

  61. 5.0

    My flight MH3092 on 13Aug – 10:20am (from Tawau to Sandakan) was cancelled, a SMS only sent to me after reaching the airport and without stating any reason for cancellation. I went to the counter, the staff said ‘ya lo, cancelled sudah, mahu tukar jam 5pm punya flight’. How annoying that was. Around 3pm I arrived the counter, the monitor screen was showing flight delayed to 9pm, again I was let down and very angry. How come again no notification to us. Your services really are terrible, the worst i have ever come across. In fact, I have made an appointment to dentist 3pm, and have to attend a wedding dinner of my best friend. Now all have to be cancelled and feel sorry to my friend. You know how your BAD services messed up my plans for the whole day?

  62. 1.0

    Your ask for additional money if we late or so on… for any negligence!!! …Now shouldn’t the same apply to you when you cancel the flight without informing in advance? My tickets have been automatically cancelled? I havent been intimated or even sent a mail on same. We were even sent to the check-in counter by staff who themselves dint seem aware of the event. At boarding we are told the flight is cancelled passengers are put on standby. Please improve your marketing and your CUSTOMER SERVICE especially called the reservation center. I called several numbers but none responded positively. I am really really disappointed with this airline.

  63. 5.0

    I’ve made 2 bookings and when I try to retrieve those, I get error in fetching one of them through the booking link. I cannot find the bookings with reference number.
    I tried to reach the customer service a couple of times, but could not seek any help.
    I logged several requests to which I’ve never got any responses.

    I am really really disappointed with Malaysia Airlines. Despite calling the Customer Care 100s of times, they don’t respond positively. They don’t have any answers to why can’t I see the booking.
    They HARDLY BOTHER TO RESPOND TO THE COMPLAINTS registered online or mailed.

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