Malaysia Airlines
Reviews and Complaints

Dear team,

Regarding :
I would like to raise a complaint regarding inconvenience and loss that I had to bear during boarding of flight and travelling on 19th July, 2018 from Adelaide to New Delhi Flight no. MH0136 scheduled at 8:15 AM through Malaysia Airlines, economy class. I was traveling with my mother Mrs. Paramjit Kaur.
We arrived at airport at 5:30 AM and due to long queue and rush at boarding pass counters because of only 2 E-class counters it took them more than 1 hour to issue boarding passes and was issued to me at exactly 7.15 AM. Due to such delay we were not able to take delivery of duty free alcohol worth $151 that was prebooked and prepaid. Moreover your staff was so rude to us passing the statement " either take flight or goods", that too when they are the one who are defaulter. Now They are not even ready to reimburse stating that it was not their fault that we did not take the delivery, Therefore I request you to look into the matter and issue full refund for the same. I have tried reaching Malaysia airlines multiple Times through mails and calls but no revert from either.
A suggestion from my side will be to re-train your staff. My mother is quite old because of long waiting hour we asked for wheel chair for my mother they did not help me with that. I want to ask you being the head office that What kind of treatment is this? We had 2 hand baggage should I drag the wheel chair or hold my hand baggage. Such a poor staff arrangement you have. Your officials or supervisors have not taught them how to respect others. Now you tell me what do I deserve for compensation for such hassle and exploitation from your side.
And I strongly request to resolve the same as soon as possible through refund or some voucher to suffice the purpose..
And further I would like to bring to your notice and complain that my mother with me was supposed to get indo veg meal but in flight only non veg was being served and they did not help us with vegetarian meal even on demand due to which she had to suffer as she is a diabetic patient and she was starving during entire journey. So please compensate us for that as well..
Apart from all this I am trying from last 15 days to call your officials and talking to them and described them all this but I did not get any response.

Hope I would get revert as soon as possible.. kindly look into the matter and resolve. My contact details are mentioned below.

Thanks

Jaspreet Singh
[protected]
[protected]@gmail.com

Upon arrival in Bangkok on 19 July 2018 on flight MH 774, we discovered one of our luggage bags was damaged - one wheel was missing with a big hole on the bag frame. At Bangkok airport, we reported the matter at its Baggage Handling Service Counter. There was another lady in the same flight whose luggage bag was also damaged like ours.

We filed a claim report to MAS upon coming back to Malaysia on 24 July.
After several communications, the matter is still unresolved.

Disappointed with MAS customer service.

My flight number mh 725 kl-cgk, on 9 august 2018, gate g2, delayed 1 hour, when the time we go to aeroplane, she not allowed me bring my bag contain pillow n passport, because I already bring one cabin luggage, okay I acccepted, but you know what, she allowed 1 woman economy class, bring 1 cabin luggage, 1 largeeee handbag, and 1 hand bag, 1 palstic duty free, I have proof because I taken photo the women she allowed when arrived cgk, my name fabiola ma[censored]a, my enrich number mh [protected], when you need my proof I will send the woman, so u can see cctv gate 2, pliz you can investigate ur employee, if she has some agreement with the woman, thank you

At (31/08/2018) we were successfully check in our luggage and obtain boarding pass from Kuala Lumpur (KUL) to Kuala Terengganu (TGG). But we were lost our way to departure hall . When we reached the departure gate the officer told that we were not allowed to enter to the flight due to we reached late. However the aircraft still at the tarmac and we were asked to go to get back our luggages.

We left the departure gate and call the MAS customer service regarding our situation. We planned to book another flight to Kuala Terengganu and use back our returned flight (02/09/2018) which we booked earlier. The person in charge asked us to repurchase the returned flight as well due to the returned flights have forfeited because we not managed to departed at the first place.

It's unreasonable to forfeit our returned flight without valid reason moreover we have checked in the departure ticket. It caused me to paying extra money to purchase another last minute flight, and this is not a good service.

I won't request for the full refund, but I request Malaysia Airlines to return a half refund of that return ticket I'd purchase, since I'd paid for the services. I hope to hear from you soon.

Thank You.
[protected]@gmail.com
Booking ref: LNGMHF
Ticket number : [protected], [protected], [protected]&[protected]

Hi..
I went to bki airport for checkin to departure to london around 5:00pm 04 sep 2018. But they informed me that the ticket been cancelled!
Booking reference : ntitg7.
Why mas suddenly cancelled my ticket without given me infos? Got email for upgrading but no email for cancellation!
Do I get my refunds for that? £531.11.
Really disappointed about your services!
I have booked all my taxi and hotel in london!
So after I call mas fiji centre and till now no reply!
So how?
Do inform me asap if not I will forward this matter to make police report and commercial crime department.
Hubert.

During our flight from Adl to kul, the service we received was curt and abrupt, to the point of being rude. We felt we could not request service as the flight attendant who was serving us was always disgruntled. This continued for the entire flight to the point we don't really want to fly back to Adl with Malaysia airlines. For my first time flying with your company it was disgusting service and I will not be recommending Malaysia airlines to anyone

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!

My flight MH383 from Haikou to klia on 10 Aug 2018 at 12.55pm being announced as delayed at 3pm . I was informed that this is due to technical errors at aircraft. The flight will be postpone to the next day .
The delayed of more than 24hours has caused great inconvenience to me.
I have to cancel my business appointment on that day due to the flight delayed
I have to take a bus transit to melaka from klia as the original pick up by family at klia has been cancelled due to the flight delayed.
Myself have 4 luggage. With this 4 luggage and the hassle to travel by bus, it really caused inconvenient to me. Moreover, I m traveling together with one of my uncle who aged 70
I hope MAS should look into this matter urgently as my family always travel to Hainan. This is the first time I took MAS to Haikou and this is also a new route for MAS to fly to Haikou too. The delayed has reduced my confidence to aboard with MAS. My family will normally take flight to Haikou annually. Thus, I hope MAS could compensate me on the delayed flight issue.
If you have queries kindly email below :
Name: Suah Jin Sang
Email : [protected]@gmail.com

Myself a ThelmacGorrighsn and husband KevincGortighsn travelled on MH002 to London on the 25th August. I went to use the toilets immediately I boarded the under rim was stained and disgustingly dirty. I drew the attention of the air hostess FAZUNZI to it. I then visited 3 others which were equally horrible. The flight was delayed because somebody in business class needed their head rest adjusting. It should have been delayed due to necessary toilet cleaning .

I was unable to enjoy the flight as I had a restricted fluid intake as I did not want to use the toilets.

I feel for such a dreadful experience I should have the payment for the return flight returned . As a passenger I have rights and I will take the matter forward to the small claims court if the money is not forthcoming. I did not pay good money to suffer dirty toilets for 13 hours.
Your airline should feel totally ashamed .

I booked a flight through Bestjet, Sydney-London(LHR) depar5ting 1st August 2018 returning 3rd October 2018.
Reservation Code: [protected]@
Airline Reservation Code: UHKMJX(MH)
The fare was exceptionally cheap and as I had flown your airline twice before I deemed it a fantastic bargain. However...
I needed to change date4s so contacted Bestjet. All they have been able to suggest is rebooking at MORE THAN DOUBLE AIRFARE ALREADY PAID, which fare they tell me is being held by you?
They wanted to charge me over DOUBLE the fare and have stopped replying to my emails to confirm they will NEVER offer me a cheap/cheaper fare ever again. So, to change dates I am expected to pay you a re-book fee and them a change booking fee ($290 - no problem with that) BUT the scam of cash grabbing customers to basically get a 2nd airfare squeezed out of them is a SCAM and unlawful.
I rang your Customer Care service (ha, ha you don't "care"), and their solution was not only to DOUBLE the fare but more than double the fare. They thought that was a great solution and were puzzled as to why I wouldn't be delighted that my original fare of $1, 110 would become a $2, 400 fare!?
Clearly, your airline in on this scam to force re-bookers to either pay up massive amounts more than original fare, or walk away.
I do not accept this and if you don't sort this SCAM out I will take further action in media/social media/fair trading etc. Disgraceful, dishonest service.

Dear Malaysia Airlines

I am Mohd Reduan bin Ayob, i am obliged to use the service by MAS when travelling to Kuala Lumpur as i am a military personnel.

I am here to stage my complaints on your services as below:

1. Last week my flight from KL to KK was cancelled and brought further for another 2 hrs, from 1355 to 1545. Sadly that aircraft did not took off until 1630, and while waiting for taking off, i believed that the aircraft took an energy saving measure by swithing off the aircond on board. this situation was extremely annoying and uncomfortable to all passengers.

2. Today as i was about to enter the gate for boarding, flight MH2614 at 1255 is cancelled and i am forced to go for another flight, MH2616 at 1355. This is extremely irresponsible act by your company considering people are cathing time and we are paying for your service. If you cannot afford to fly an aircraft, your airlines should stop advertising [censored] on the website because people are buying tickets from their money.

4. Just to share with you, this is not the first time that we are experiencing this. It happened to my mom last year, to me as well earlier this year. I hope that people will stop flying with MAS and the govt will not force us to support your service anymore. What u did to the customer is not fair, and be rest asure that God will punish your bad service in the end of our lifetime.

5. Nervertheless i am praying that MAS will improve, stop making excuses and will not make Malaysia looks [censored] again in the future, and will be able to help Malaysia becoming great again. thank you for this selfish act by your airline

Extremely dissapointed

Enrich user MH3050341

Hi

I recently had a flight that I missed from Taipei to Heathrow because of a family emergency I had to go home immediately and missed my flight. My flight was meant to be the 23rd of August from Heathrow, London to Taipei, Taiwan.
I was still planning on using my flight out from Heathrow to Taipei, upon going to check in online it said my flight was no longer found.

To the utter disgust, as to when I call and told them countless times that I emailed them and received no response after I missed my flight, that all I get is it is not our problem blah blah blah. I filled in a whole long contact form on their website and also received absolutely nothing.

Not once did I get emailed about my flight being cancelled but I still get emails to upgrade my flight, which isnt actually mine anymore because I have to pay for it again. This is absolutely disgusting service and will never fly Malaysian airlines again as well as I definitely will never ever recommend anyone to fly with them ever again.
So I must repay for the same ticket that I originally paid for.
Appalling service from them and I hope they see this.
Contact me on [protected]@tuks.co.za

I booking flight from KL TO AS on 17.10.2018 time is 19.15 but a week ago received the email inform that time had been change to 13.35 .
This is bring me a big issue and inconvenience .i really fed up and disappointed of the arrangements.it is dont make sense to advise us to stay at KL and waiting for the next day flight.who want to pay the accommodation for us!hopefully can get fully refund .

My mother (Mrs. Vaisho Vashishtha) was travelling from Kuala Namu, Medan to New Delhi via Kuala Lumpur on flight MH 865 and MH 190 on 1st August 2018.

Her luggage was left at K.L Airport. She had an onward flight from Delhi to Jammu (her home) and she was assured at Delhi airport that her luggage will be delivered safely to her home at Jammu.

Not only was the bag tampered with and a lot of items were missing, the person delivering the bag called at 2:45 am on 6th Augustasking to be picked up. Who delivers at that time of the night? Then he calls again asking for security as to where he will stay. Is this the level of service that we can expect from an airport/airline staff? Forget the 5 days delay, bag was broken, zip tampered with and items missing!

Apart from the missing things and broken bag, the delivery guy was extremely rude and gave additional mental stress.

Please advise ASAP.

This email was sent to the following email addresses on 07th August.
[protected]@malaysiaairlines.com
[protected]@malaysiaairlines.com
[protected]@malaysiaairlines.com

But there has been no response at all. Not a single reply which shows they don't give a damn on what happens with their passengers.

My booking ref N3NSSD.

I called MAS hotlines for 4x since Aug 9 but no answer till now for my flight's changes. First customer service officer, did not recall, 2nd Richard, 3rd Raina & 4th Tom.

1st- my request sent & will get confirmation within 24 hrs.
2nd- confirmed and I get email within 15 min.
3rd-will call by today but No.
4th- will send reminder to Raina

1) MH 788 (4/8/2018) - The meal served was terrible. The fruits were spoiled with unpleasant smell (watermelon and honeydew). The mineral water bottle was full with dust and can see clearly with a layer of dirty water inside the bottle. The bun was hard and dry, inedible texture.

2) MH 783 (6/8/2018) - The meal served slightly better, at least the fruits were fresh, however, the fish with rice that i ordered, that was so terrible, the fish was smelly, and without sauce on top, tasteless and fishy meal. Bread was served, having the same problem as MH 788, it was very hard, difficult to swallow with such bun.

The most important that I would like to voice up is landing by the pilot of the airplane MH783 (6/8/2018 - 17:15, Bangkok to Kuala Lumpur). The landing skill is terrible, all the passengers were shouting after the shocked of landing. So dangerous.

I hope you could take action and investigate.
Thank you.

The booking was made weeks and weeks ago, yesterday I was informed that my flight has been rescheduled which was totally out from my plan, I refused to take the rescheduled flights and ask for refund, MAS wanted to charge me 300 Ringgit for each ticket ( 4 travellers ) for admin fee, total 1200 Ringgit .

Questions 1) Why do I have to pay 1200 Ringitt administration fee, MAS initiated
the flight changes, not me! Customer has to pay for your
mis-management, is this a joke ?

Result I have to pay my own way for the first leg of my travel ( from Sibu to
Kuala Lumpur ), MAS will neither refund this trip nor give me
redeeming voucher, the second leg of the journey from Kuala
Lumpur to Brisbane remain unchanged.

comment & I demand that the minimum is to receive redeeming voucher,
Request from Sibu to KL, for the purpose of showing your sincerity, only
if you have any! Few yeas ago, my family got stranded in Miri, the
flight cancelled without a phone call or email, MAS ground staff
would not have a clue what was going on, the same day, dozens of
people missed the conference, another flight delay again by MAS
This is my second time got fooled by MAS . This airline left Australia
for a long long time, I thought after years of absence, it must have
improved its service, have you?

Reference Case number [protected]
booking number R43TZX, QZYY84
[protected]@gmail.com

Final I do not wish to take this case to " Australia Trade & Practices"
Under the new government, lets build up this wonderful country
MALAYSIA

Dear Malaysian Airlines,

I'm very dissapointed and inconvinienced with your service on 3 august 2018. It's the worst experience with malaysian airlines in my life. Delayed until 9.45am was insane, and i even didn't get a good service during checking in at the counter.

Your representative in the counter of check in only said that we should buy another ticket by ourselves if we didn't want to miss our next connecting flight to Tashkent, Uzbekistan. They said we need to write an email to Malaysia Airlines HQ to get a refund ticket, also they recommended us to use Malindo Air which counter is located in Terminal 2 CGK airport. So we should move and bring 3 baggages (each of them was 30kg), 2 cabin suitcases, 1 Backpack and 1 baby stroller without any staff to help us.

That's your fault, why should we search ticket ourselves? Its 3.30am, and none ticket counter is open, and so risky to get seat when buy ticket go show.

Your staff tried to call malindo airlines counter ticket in terminal 2, but no answer. So, i decided to choose Air Asia which is located in Terminal 3 (we don't need to move to another terminal). I tried to buy ticket online direct to aiarasia.com, but failed. Because the system said that buying online ticket only possible 2 hours before departure. So we need wait until the Air Asia Counter ticket is open on 4.00am

Finally, the counter was open, we got the ticket Air Asia (departure 5.10 am) with the Highest Price! This was crazy!
We should paid more than malaysia airlines ticket, even we should buy a baggage!

I feel very disadvantaged and disappointed with Malaysian airlines.

1. I had to spend energy thinking how to not miss the next flight to Tashkent, Uzbekistan departure 11.45am

2. I had to find another flight ticket by myself and only had two options, with Malindo Air or Air Asia (LCC Airlines)

3. I had to paid more for other airline tickets, even almost double the price I bought for Malaysia Airlines tickets.

4. I lost the convenience of the check-through facility (Malaysian airlines and Uzbeksitan Airways have a cooperation), and had to move from KLIA2 to KLIA to check in again (so frustating).

5. Can you imagine this situation with bringing the cranky baby and a lot of baggages, were not easy! Even we should run very fast after we got air asia tickets (got the ticket at 4.20am) to drop baggages, get boarding passes, pass the immigration and passport controls, we almost missed the Air Asia flight!

I fully understand that this situation was unpredictable and very undesirable by any parties. But, once again i got the worst service as i mentioned above.

So, with this email we claim our refund ticket and also we asked for compensation for the price of Air Asia ticket that we bought at that time. we ask you to pay the price deviation from the Malaysian Airlines ticket that we purchased before. As we calculate, the price deviation between Air Asia Ticket and Malaysian Airlines Ticket (2 adults 1 Child) on 3 august 2018 are IDR 2.665.973. Please see attachments for details. Thank You

Regards,

Andhini Fath

BOOKING REFERENCE: FVZZUO
ISSUE DATE: 16 JUNE 2018
TICKET NO: [protected]
FLIGHTS: Kuala Lumpur/Abu Dhabi/New York
I booked online on 16 Jun 18 tickets for myself(Francis Arulanandam - ticket [protected]) and my wife( Vallaiamah Muniandy - [protected]). Upon checking in on 18 June 18 at KLIA checking counter ( managed by Malaysian Airlines) we were issued two boarding passes both in the name of Francis Arulanandam although our passports were given to the staff. At the KLIA departure gate my wife was stopped from going through because passport name of Vallaiamah Muniandy did not match Francis Arulanandam. We returned to checking counter and the staff tried calling KL Ethihad office to sort out name but no progress was made and our luggage was unloaded. Ethihad staff told counter staff that name could not be changed and a new ticket had to be purchased. We had no choice but to pay for a new ticket( costing RM6, 702.00) for my wife and incur RM1, 484.00 for changes to my ticket(Francis Arulanandam). The new flight times and further delays caused us to arrive New York some 8 hours later than original touch down time. We missed our onward train and incurred hotel cost of USD224.81 for a night's stay.
I am a seasoned traveller and am used to booking on line. I have never encountered such a problem before. I always book according to passport name and I did it this time too. It would appear something has gone wrong with your system. Added to this your agent at KLIA did not spot the error do. We suffered anxiety, inconvenience and costs of RM8, 186.00 plus USD224.81
I would like to appeal for the costs to be refunded. I am in the USA and would return to KL on 22 Sep18. Best communication channel would be via email.
francis.[protected]@yahoo.com
I hope to receive a favourable response from you as soon as possible.

Francis Arulanandam

I just came off a flight travelling from London (UK) to Bali (Indonesia) and my new suitcase has been left damaged by this flight! I am utterly upset at how my luggage was handled with! I paid a lot of money for this luggage and it is come back to me damaged as I landed in to Bali. I would like a review on my luggage and be told to my why and how this has happened! I expect compensation for the damage made to my new luggage as it has started off my holiday in a terrible and upsetting manner! I don't expect this from an airline which has costed me over £1000 to fly with!