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Malaysia Airlines

Malaysia Airlines review: Seat reservation and service

S
Author of the review
11:10 am EDT
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This review was chosen algorithmically as the most valued customer feedback.

We have multiple issues regarding our recent flights with Malaysia Airlines.

First when we left for KUL from LHR I decided to upgrade our seats at check in. When I came to print off boarding pass, I found that the seats were not what I booked. My family including children were spread out around the plane. When I called customer services, they said that 2 seat payments went through and 2 didn’t and now the system has allocated us all different seats. I then had to spend 2 hours on the phone sorting it out. Apparently, system error was to blame.

Our connecting flight from KL to Denpasar was then delayed for just over an hour.

On our return the flight from Denpasar to KL was an hour and a half delayed. Almost no information or a single announcement was made. On the plane during meal service despite being one of the 1st to be served I was told that there was only seafood left. I cannot eat seafood, so the staff ‘found’ me a chicken meal. I noticed a lot of people had asked for chicken and were told they ran out. It was obvious that the crew wanted to get rid of the seafood meals as they then went and heated up a whole batch of chicken. This is terrible service.

The worst part of the journey was from KL back to LHR. I had booked and prepaid for seats back in May. When checking in the seats they gave us were different and not the seats I had booked and paid for. I complained and after waiting for over an hour at check in delaying not just us but other passengers they allocated our original seats. Once we got to the gate our boarding passes flashed up and were asked to move to the side. We were then told they have allocated us new seats so we could sit together. We were already sitting together! and now these new seats had us spread out across the plane including my children. After complaining yet again and saying I wanted my original seats back I was told they had been given to another family! Why was my family ignored and not given the seats we paid for! Eventually they asked other passengers to move so my wife and 2 children could sit together.

Terrible service and the fact they lied when they said the paying for my seat bookings never went through. I proved they lied with my receipts and then they allocated me my original seats to pacify me, only to turn up at the gate and try and con me into other seats is disgraceful.

Desired outcome: Full refund of all 'extras' and 50% refund on tickets.

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  3. Malaysia Airlines emails
  4. Malaysia Airlines address
    Ground Floor, Admin Building 1A, MAS Complex A. Sultan Abdul Aziz Shah Airport, Subang, 47200, Malaysia
  5. Malaysia Airlines social media
  6. Olivia
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    Sep 20, 2025
  7. View all Malaysia Airlines contacts
Malaysia Airlines Category
Malaysia Airlines is ranked 30 among 218 companies in the Airlines and Air Travel category
#28 Jetstar Airways Jetstar Airways #29 Vueling Airlines Vueling Airlines #30 Malaysia Airlines Malaysia Airlines #31 WestJet Airlines WestJet Airlines #32 LastMinute.com LastMinute.com

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