Malaysia Airlines
Reviews and Complaints

Three of us were due to travel on Saturday 31st August from Heathrow at 9,30p.m to KL and then a connecting flight onto Kuching.
On Sunday 25th we received an email that the internal flight to Kuching was cancelled so we had to travel from home a day earlier (as it is a 5 hour train journey) to be able to fly on Saturday 31st at 11a.m to connect with a flight to Kuching which also meant an overnight stay at a hotel in Heathrow.
We had paid for seats on both the original flights.
On Thursday 29th August we received an email that our return flight from Kota Kinabulu to KL on Saturday 21st September was also cancelled and we had also paid for seats on that flight.

I made a complaint and, at the same time, made suggestions to improve the level of Malaysia Airlines service. I received the following response

'Thank you for your email dated 21 September 2023.

We are truly sorry for the inconvenience, We have escalated this matter to our Customer Management department for further checks and direct response to you. We appreciate your patience while they review your case'.

As of 27.11., I am still waiting patiently for any sort of reply.

Hi

I reached out to your call center twice and i didn't have a correct response i believe. This booking was done without any agent it was direct booking from your website. The reference number is 6LMGGJ. The return Flight from SYNDEY TO MUMBAI booked under- Economy flex - where it clearly says that free standard seat booking. i have been charged for these seats. May i know why was i charged for these seats? Do Malaysian Airline have any written Terms and condition / Policy why am i charged? Thanks

Having several time bumpy, very shaky flight on the above stated flight causing I flied off from my seat, shoes also flied off. Some of the passengers also knocked their heads. Even though I have been in a flight before to other country that having typhoon, I have not encountered such bad experience before on the flight from other countries. Other passengers from other countries were also complaining on the bad flight experience as well from MH0319.

If MH need to success and compete with other flight from other countries, please take this seriously. Tremendous improvement is needed to improve especially passengers' impression towards and flight experiences as we are not goods but human being with feelings.

Also, 2D barcode feedback at the back of boarding pass couldn't work. Also the feedback link in google was not working too.

Please help to ensure that the fundamental feedback channel have to be available 24/7 to help MH to improve on the services.

Thanks.

i would like to submit an official complaint to Malaysia Airlines about my damaged luggage on flight MH2 on 20 August 2023. When I contacted [protected]@aschandling.com, they requested me to submit my claim. After doing that, Alan replied that Malaysia Airlines sincerely apologized for the damage to my baggage but offered no compensation. I would like to escalate the matter to the highest level at Malaysia Airlines regarding this. I am totally disappointed with such treatment from Malaysia Airlines that they can just get away with mishandling my baggage and causing sustained damage to my luggage without repairing the damage or offering me any compensation or replacement. I await your reply. Kind regards, Colin

I am an old woman, aged 70 years, unable to walk long. I need extra legroom seats due to health reasons and wheelchair assistance throughout my whole journey.

Online check-in is not available to me for my flight on 7th September from IGI Delhi to Adelaide through Kaula Lumpur via flights MH173 and MH139 respectively.

Request

1. Please help get me checked in at home or on priority at the counter.

2. Please please provide me with extra legroom seats for both flights/journeys,

3. Please provide me with wheelchair assistance at IGI Delhi, at Kuala

Lumper, and at Adelaide Airport.

Request please do it on priority, my sincere thanks and regards

Nirmal Garg (shivgarg.[protected]@gmail.com)

I am writing to express my deep disappointment and frustration regarding the recent issues I encountered with my flight reservation with Malaysian Airlines. I believe it is crucial to bring these concerns to your attention to seek a resolution and prevent similar experiences for future customers.

I booked a flight ticket for myself from Auckland to Delhi and back, with the reservation number 3MKL9T, through a travel agent. While the outbound journey proceeded as planned, I needed to change the return date from 09 June 2023 to 19 June 2023. I contacted the travel agent who facilitated the change under the same reservation number, resulting in a new ticket with the number [protected].

However, due to unforeseen medical reasons ([protected] -Reference of my documents), I was unable to travel on the rescheduled date. When I attempted to reach out to the travel agent for assistance, they were unavailable. Consequently, I had no choice but to contact Malaysian Airlines directly. Regrettably, I encountered significant difficulties during this process, as your agents repeatedly disconnected our calls, causing a delay of approximately 5-6 hours before finally receiving assistance. With the help of one agent, the date was changed to 04 July 2022 for the flight from Delhi to Auckland, under the reservation number 5N6R75 232 [protected]. I have attached the e-ticket for reference, as it was sent to me at the time. It's worth noting that these changes were made a mere 5 hours before the flight.

To my surprise, when I attempted to check-in online on 03 July, I discovered that there was no reservation under my name. I immediately contacted Malaysian Airlines to ascertain the situation and seek clarification. During a conference call with one of your agents, it was revealed that the agent who made the changes to my ticket had been terminated due to improper practices related to my ticket and others. Consequently, I was left without a confirmed ticket for my trip. When we requested assistance under the no-show policy, the agent abruptly disconnected the call. Upon subsequent calls, another agent informed us that no economy tickets were available until 18 July 2023. We requested to speak with a supervisor to address this matter, as it was a result of Malaysian Airlines' errors, but we were told that nothing could be done, and we had to purchase a new ticket.

Feeling deceived: I proceeded to check Malaysian Airlines' website, where I discovered available tickets for 04 July. Subsequently, I booked an economy class ticket (Y) for 05 July under reservation number 5YJC8I / ticket number 232-[protected]. I have attached a screenshot of the website showing the available seats for 04 July. This whole experience has left me with several concerns and grievances:

False information: The Malaysian Airlines agent provided me with incorrect information, stating that no economy seats were available when I booked a new ticket for 05 July 2023. However, seats were, in fact, available on 04 July, as evidenced by the website screenshot.

Misleading actions: I feel deceived by the Malaysian Airlines agent who failed to assist me in making necessary changes and wrongly labelled me as a no-show. Despite the confirmed status of my ticket, as confirmed by the travel agent who initially booked it (Mann Travel), I was still eligible to make changes by paying the no-show charges.

Unexplained charges: I paid NZD181.40 to change the date from 19 June to 04 July, which turned out to be a non-existent option. I am unclear as to where this money has gone, as it has not been addressed by anyone.

Lack of communication: Why was I not notified about any changes made by the airline regarding my reservation? Malaysian Airlines had my email address and phone number, which were not the cause of this oversight.

Considering the issues, I demand a full refund for the reservation I was forced to make for 05 July (reservation number 5YJC8I / ticket number 232-[protected]) due to the wrong and misleading information provided by the Malaysian Airlines agent. Additionally, I believe I am entitled to compensation for the harassment and stress I endured between 03 and 04 July, as I had no means to contact Malaysian Airlines from India. I attempted to reach out via Twitter but encountered the same lack of follow-up and timely response.

I kindly request that a senior representative, authorized to make decisions, thoroughly investigate this issue. I have provided all the relevant information to Luisa, who contacted me from +[protected] on 10 July. I urge you to review all call recordings, as I made calls from +[protected], +[protected], and +[protected] while I was in India.

Luisa (MH office) informed me that the changes made by the agent for 04 July were later reverted because they were incorrect. My question is: why was I not informed about this change? Malaysian Airlines had my email address and phone number, so it is clear it was oversight by them, and it was not my fault.

Please note that I am available for further communication on +[protected] or [protected]@gmail.com. I expect prompt action to address these concerns and provide a satisfactory resolution.

Yours sincerely,

bad service! hidden agenda! profit from booking mistakes! Imagine I bought the wrong location. but! cannot be refunded. I have to bear the loss! I have to buy one more ticket! I have no choice! why do I have to HALAL a ticket that I didn't use? You just need change the information! the cheapest flight is rm200 and if you make the wrong booking, burn rm200! so stressed! SCAMMERS! selling tickets with hidden conditions. i hate it! I declare that MAS is really extorting people's money! YOU'RE A FRAUD! I don't HALAL my money. who created the conditions to squeeze people's money! You don't care to human error. you just FRAUDDDD!

1. On 12 May I traveled from Hyderabad to Adelaide. My language was delivered to me on the morning of 15 May 23 after more than 60 hours of my arrival at Adelaide. No compensation for trauma caused due delay

2. Two items were missing, an umbrella and a dress and MAS has casually replied that nothing was missing

3. On 16 July I traveled from Adelaide to Hyderabad and my baggage was delivered to me on 20 July 23 after more than 60 hours and again MAS has not even bothered to respond to my emails since 16 July 23. (FILE REFERENCE HYDMH16012). The lock on this occasion was found damaged though the contents were fine.

Booking reference : 622TYS

The flight was cancelled and I chose refund. And called MAS call Center and they confirm refund.

Subsequently received a reschedule flight on firefly. Called firefly and informed them and they say their system is dependent on MAS system . Firefly gave a reference for the reschedule flight BCFYVX.

This is in Feb. Pls respond . Have been waiting for refund

In my flight MH2522 17.20pm to Kuching from Kuala Lumpur and was diverted to Miri as bad weather in Kuching. I was waiting and as this is my first experience as my plane diverted from original arrival, I walk out and ask one of the crew. But was answered with jokes and no respect. I just need details and expect for professional service but ended with walk back to seat with disappointment.

RE Booking number 62V9AM

The booking has been paid twice and overdrawn our account for which we are being charged.

I have rung Malaysian airlines several times and they say they cant do anything about it.

Meanwhile we are away and have no money in our account - AND CANNOT GET THROUGHT TO THE GCC

See below for correspondence to now

Reference Number: [protected]

Dear Ruth,

Thank you for submitting your request and supporting documents.

In order for us to proceed with the next steps, please call our Global Contact Center (Here ) and provide

our representatives with your reference number for their review and further action.

Thank you for choosing Malaysia Airlines.

Sincerely,

Customer Experience

Malaysia Airlines Berhad

booking number is 5VNH6G.On the16th February 2023 my wife and I arrived at Penang airport at 3.40pm for flight at 6pm Penang to Brisbane, on arrival in the terminal our flight was not on the board.

I went to the information desk at Penang airport to ask about our flight to be told it has been cancelled.

I ring your customer service center to be told that MAS emailed me the flight was cancelled. Here we go, I did not get any emails from MAS that my flight had been cancelled.

If I had got an email I would not be standing at the airport with my wife and 4 suitcases waiting for my flight.

Your customer service lady did not want to listen to me or help at all, just kept saying that I was a no show. I asked to speak to her supervisor and was promptly hung up on. This happened 4 times. 4 hours later I was told I had to pay a no-show fee if I wanted to rebook another flight. Was told all my flights had been cancelled because I was a no show, but number 4 customer service lady asked me to get a grab from Penang to KL to meet my connecting flight Kuala Lumpur to Brisbane,5-hour drive, plane leaves in 3 hours this is what people have to deal with when they book with MAS. MAS must know that they did not send an email to me, but you have my phone number how about a text message as well, that sounds too easy for you to do. Your customer service is a joke you are an embarrassment to Malaysia and the airline industry. Your airline is only as good as your customer service which you have none. You treat people like they are stupid. MAS cannot solve a problem they caused so they bury their heads in the sand and blame the customer. On 4 different phone calls to your customer service center, I was told 4 different dates the so-called email was sent, does this not tell you something. I've had to pay more than $1000 Aust dollars to rebook flight with leg room seats, car hire, missed paid events in Australia. None of this was my fault but all I get from you is you're a no-show, well-done MAS, lost more people that want fly with you ever again.