Malaysia Airlines
Reviews and Complaints

flight no MH 1152, 1st July 2018 @ 4.35pm departure (delayed)
File reference PENMH16562
Tag Number MH 686776

I lodge a report to the Lost and FOund at Penang Intl Airport upon discovery of the lost parcel. the officer said they will call but on the 2nd July no one called to update so i called to ask what happened. they said they have located the box and will deliver it accordingly. I received a call from my mum saying it was the wrong box at 5pm and hence made another call to the airport saying pls come to collect the wrong box and kindly locate my original box. even gave the name soh chai hoon that was written on the original box. subsequently on 3rd july, no one called and i attempted to call but no one picked up the phone at the airport. the officer zainuddin kept passing the phone to another officer and said they will call me back. again no one called and by 2pm i was frantic. i manage to call zainuddin and again he didnt want to deal with the issue and passed to phone to mr faiz who was at a loss of what was happening. in the end after so many phone calls and passing the phone ard, mr faiz informed me that the original box broke and they repacked into a separate box and asked me to check the contents of the box that arrived on 2nd july. indeed the contents were dented and belonged to me.

my complaints:
1. no professionalism when dealing with customers. if you were handed over a complaint kindly deal with it asap instead of passing the phone ard to another officer and making yr customer repeat so many times.
2. bad habit of not picking up the phone and entering voice mail without any reply call.
3. not giving yr names when asked by customer who they were speaking to. basic things like introducing yrself is crucial in the customer service line.
4. if the information about the broken box was relayed earlier there wouldn't be so much unhappiness about the whole issue.

please look into this matter seriously.

regards,
dr chua sp

We were passengers on Malaysian Airline Flight MH 1447 from Langkawi to Kuala Lumpur on the 22nd of June 2018 departing at 1.30 pm

We had completed the online check in on your portal the night before so all we needed to do at the airport was luggage drop off. We reached the airport well in time and after initial scanning and wrapping was complete, we parked our trolley in front of the clearly labelled "Baggage Drop" queue of the Malaysian Airline counter waiting for the check in to start.

As you may know each counter has signage that indicates 2 queues to be formed - one for normal check in passengers and one for baggage drop off passengers. Please note that this is permanent signage and not a temporary signboard put up at the last minute. I have pasted a picture of your counter below to demonstrate this.

During the 45 minutes it took for the check-in to start, several passengers queued up in the two queues depending on whether they had checked in online earlier or not

When the Malaysian Airline staff arrived, there was only one staff member to each counter - and there were two queues in front of each counter.
So the logical and rational way to deal with the queues would have been to attend to one passenger from each queue alternately.

Inexplicably, your staff (Mr. Taufik) decided to sit in the Check in queue and deal only with those passengers and completely ignore the passengers standing just adjacent in the Baggage drop off queue. We tried to reason with him by explaining that we had already done online check in and therefore only needed to drop our boxes off and asked whether some other staff would be coming to deal with our queue. And he casually told us that there is only one queue - so join that at the back !

We then asked him what was the logic of Malaysian Airlines designating a separate queue for Baggage drop off and online check in if those passengers had to take the same amount of time that physical check in passengers would take. All he could do was casually laugh in our faces and point out that he was by himself and there was no additonal staff at the counter - so therefore we should join the Check- in queue at the back.

From appearances, Mr. Taufik looked like he had many years of experience under his belt - so we do not think he can plead to lack of training as a reason for his complete callousness and ineptitude in dealing with a situation like this. Even if he had no training, it is a matter of the most basic and common sense to manage a situation like this. When passengers have obeyed the direction you have provided (via signage) and disciplined themselves into falling in line with those visible directions (even when no manual direction is available) it is utter stupidity to treat these orderly passengers like they are fools for having obeyed your directions.

We found Mr. Taufik's whole attitude offensive and callous and completely uncalled for - it almost appeared like he was getting some psychopathic pleasure from riling passengers.

We eventually asked for the Malaysian Airways Airport Manager's office and although he was not around, another staff (whose name we unfortunately forgot to ask), listened to our grievance and was surprised to know that only one staff member was manning each counter - (are operations so casual in your Airline that such basic staffing plans are not communicated among your staff ?) Eventually he came out and asked the staff who was manning the priority check in counter to accept our luggage and complete our process.

Why is it necessary for these kinds of situations to develop during operations? And even worse. to be instigated by your own staff? Malaysian Airlines is now finally coming out of a period of adversity that shadowed your operations for several years and the last thing you need is for your own staff to pull your organization down.

I have posted my complaint privately to your website as the intention of this letter is constructive. As such, I expect to receive a reply letting me know how you will ensure that such shabby attitudes are not repeated. However in the event that I do not receive a proper response from you, my disposition could change.

Hi there, I would like to feedback that the service on baggage handling was worst. I have checked in 2 bags, 1 was hard carry case, & another was soft small bag. The soft bag (fabrics type) was received in bad condition, as in dusty and caused some defects on various area. If the baggage team unable to take care on the customer's baggage, please do inform customer up front at the check in counter or MAS may be doesn't care on this matter?

I was scheduled to depart from KLIA MH 717 at 10.15am today from Kuala Lumpur to Jakarta. I was shocked when I was told by a MAS staff that the flight is already full. Why bother issuing an itinerary then if your flight is already fully booked! Ticket number [protected]

As a result, I'm stranded at KLIA for very long hours. I'm feeling extremely depressed at the poor quality of service and the inconvenience caused, rearranging my pick up from Jakarta and liaising with my conference organisers.

MAS needs to make a full compensation for the lost time I've suffered. This was a result of your incompetence.

Before this the same thing happen to my luggage but for this time im not very satisfy with your worker on duty that day. My luggage always damage. Every time ..i don't know why..how u handle n training your worker?.every time .it's not just me..but many people out there use your service. Complaint the same thing about their lugagge even the destination only Take 2 hours. come on .

Ticket Number 232-[protected] Suhail Shaik he is my son age 6 plus MH198 Kuala Lumpur to Hyderabad on 25 June 2018 was not received the child meal onboard he was hunger throughout the journey and crying, and cabin crew a male guy was rude his attitude and not satisfied to my kid, they try offering adult meal but kid not accepted to eat this is my major complaint on behalf of Malaysian airlines and please respond to my concern

Below, I am copying an email I sent to Malaysia Airlines Customer Service dept which has not been replied to.

I believe that any prospective client of this airline should be made aware of its punitive policies.

COPY...

Malaysia Airlines

First a Prologue.

My first interactions with the people of Malaya (as it was then known), was as a senior NCO of the British Army in South Johore fighting the attempted takeover of the country by Chinese Communists.

Working closely with a number of Kampong chiefs, I grew to both respect them and the villagers they were trying to protect and between us, we defeated the enemy and thus Malaya was at peace.

Tunku Abdul Rahman became first minister and soon afterwards, I was delighted when Malaya became fully independent.

From then to now.

In my capacity as an Independent Travel Writer, I have concentrated my work on South East Asia and the Indian Ocean region. Of course, Malaysia has been on my itineraries which included KL, Johore Bahru, Penang and Georgetown.

A large proportion of my readers often choose Business Class when making long-haul journeys and many of them have asked me to recommend the very best airline to fly them from the UK to South East Asia. To do that, of course, and maintain my jealously guarded reputation for accuracy and honesty, I needed to experience the standard and quality personally.

Therefore, over the past year, I have flown with British Airways, Eva Air, Emirates, Etihad, Thai and Virgin in their respective business class cabins. One major airline was still on my agenda to undertake, Malaysia Airlines, which would then allow me to produce my article for publication in the most respected Travel Magazines and Worldwide Internet sites.

I planned the flights, gave flexible dates to my TWO most trusted UK tour operators...Dial A Flight and Flight Centres and asked for quotations. Both co-operated and gave me quotes for Business Class flights LHR/BKK/LHR with Malaysia Airlines. They were within my allocated budget.

Actual flight dates I could not give however, until I received confirmations from my Thai contacts as to accommodations and domestic travel arrangements for my planned Fact-Finding Tour of the Rayong Region of Thailand, plus the island of Koh Samet. I notified both my UK agents that as soon as I received those confirmations, I would select one to make the required booking.

Whilst waiting for those confirmations and out of pure interest, I opened a few internet sites which were advertising themselves as working closely with Malaysia Airlines. I merely noted their offerings as to price and flights but DID NOT at any time request a standby booking or ANY kind of reservation.

On the day I received the awaited confirmations from Thailand regarding accurate dates, I contacted one of my tour operators manager to make a firm booking with Malaysia Airlines, as per their quotation.

Then came the shock. I was told, that Malaysia Airlines had cancelled their offer on the grounds that I had made a number of 'bookings' with Internet travel companies. Protesting that was not the case, she was adamant that Malaysia Airlines did not like prospective clients searching for better fares from other agents. That I had not done so was ignored.

I was flabbergasted! Was it really Malaysia Airlines policy to penalise financially, a Business Class client for looking at Internet sites which were offering their services to book flights? Such a policy is immoral and hurtful.

Of course I have made a firm booking for those UK/BKK/UK flights with another airline

Therefore, with all of the above in mind, what I do next will be dependant upon the response I receive...perhaps even from Izham bin Ismail?

The editors of all the major Travel magazines publish my articles in full, never once redacting a single word of what I write because they trust my integrity and honest penmanship. That over 100, 000 people 'follow' me through TripAdvisor and ask for my recommendations, adds to my satisfaction as to what and how I write.

Should any senior manager of the airline wish to see examples of my work, then the simplest way is to put my full name into Google.

Once I have received a considered response from Malaysia Airlines, it will be included, word for word in my final article.

Written by Brian W Fisher
Independent Travel Writer & Novelist
www.brianwfisher.co.uk

Dear sir or madam,

I am kong yee ling writting to complaint about the unreasonable treatment me and my family with 2 young kids and 4 elderly received in taipei airport.

My child boarded the plane without cabin lugguage and 3 of us carried 4 bags since 1 bag belongs to my child. Our hand carry weighted 13 kilo each and we were charge for 26 kilos excess baggage and ground staff said he will help us to check in the bags,. Yet in the end we were asked to carry them on board with us. Shouldn't we be charge extra 6 kilo x 2 bags instead of 26 kilos?

I have writen 5 to 6 email since march to lodge complaint yet I have no reply at all. The customer service officer name is amir izzat abd.

Ticket booking number tag 64 b
Ticket number [protected]
Limited release baggage number : cl905423, cl 905424

Please follow up and I wait for your reply. Thank you

Ms kong yee ling
Email : yeeling_kong @yahoo.com. Au

I was check in luggage at klia for flight mh2536 28/06/18 at counter c17. I encounter a terrible service for the attendant. Give me a slow motion on everything and also gave me a very bad service on information. Not polite at all and doesnt seem to be efficient too. This is the 1st time I encounter a bad service on check in luggage. All the while was ok but this time is totally a disaster. Told us that we could hand carry thn in the end after check in those luggage we were told that our hand luggage couldn't be on board have to paid for excess for additional if we would like to check in luggage. Wish that malaysia airline can improve this matter.

saya booking flight to kuala lumpur at 10am but i've got a notification that my flight was changed to early morning. I called and asked if I can get a refund because this is your technical problem. but the staff said cannot refund. I asked to change another flight but I must paid about 200myr which is more expensive than website. I was really really upset with your service.in fact, ini adalah masalah teknikal. sy booking seperti yang tertera di website. if you cannot fly at 10am you should refund my ticket. I choose 10am for many reasons and MAS change my flight early morning which is ridiculous for me to arrive at airport early early early morning.

your service is really bad and make me very upset.

Dear team,
Dear customer care team

We came back from langkawi to delhi via kuala lumpur on 2nd june'18. Our flight was at 4.45 pm from langkawi to kl & connecting flight was at 5:45 pm from kl to delhi. The langkawi flight was delayed, that resulted in luggage not got transferred to del flight.

When we reached back to delhi, we came to know that our luggage would come on 3rd june'18... Now this was frustrating. Following necessary items were in our baggage:
•car keys - had to go to office by auto
•almost all clothes including night suits - had to sleep in routine day clothes
•mobile chargers (iphone & one plus 5)- went to friend's house on sunday for charging our phones
•indian currency - approx 25, 000 inr
•necessary footwear
•cosmetics

But still, we were sure that its malaysia airlines & our baggage is safe. But to think this... It was our the biggest mistake.

We just received our baggage today evening & its unbeleivable to accept that our all baggages were found open & many things are missing now :

Major items are mentioned below:
•25, 000 cash - purse is empty
•both mobile chargers (iphone & one plus 5) - 3000 inr
•danzka vodka - 1.0 l (92 myr)
•gift items of approx 100 myr

Total identified loss so far - approx 31, 500 inr.

We had travelled in many airlines but this is the first time when we have faced such issue.
We actually selected malaysia airlines over malindo with the trust & name but it is really disappointing what had happened.

Kindly refund approx 1800 myr (31, 500 inr). This happend due to air;ines's negligence!

Regards

i missed my flight because of your previous flight delayed

Terrible service at the custom counter!
my maid missed the connection flight due to the delay of the earlier flight, and during the transit to another gate once she touch down KLIA, an office mislead her to custom for thumbprint, ( if not mistaken, during transit there's no thumbprint needed til the next gate ). therefore she follow the instruction given from the officer, she get stucked within the heavy human flow at the custom area for thumbprint. when she reach her next gate, the flight to next destination long gone.

and she force to stay over night in the airport with no mobile phone, and i have to pay for her another ticket for next day first flight. we are very pissed off and upsad about this issue.

first of all, there's no announcement and no update to me for her first flight delay, i have been waiting for her arrival whole day. no calls meaning everything going smooth until about 23.00 plus i get a call from my maid thru KLIA information counter, calling for help.

i am requesting for a reasonable reason and refund as my flight ticket is the same flight should not have such problem. the ticket information as below :
NAME : YUSIK
booking refe : PLL657
E ticket number : [protected]
flight number : MH872 & MH1286
Flight date : 20 June 2018

Because of the first flight delayed for an hour, she missed her next transit flight,
because of the delayed, i lose contact with her, and we having huge problem on communication,
because of the delayed we have to get another ticket for next flight,
because of the delayed, she has to stay overnight with flu in the airport.

Please kindly contact me asap
ivynn Lai
+[protected] ( your loyal customer )
[protected]@gmail.com
[protected]@hotmail.com

TQ

I was supposed to take a flight from Auckland, NZ to KL on 23rd June 2018 and it was cancelled. I've checked in the luggage bag, and upon knowing that my flight was cancelled, MAS officials instructed us to disembark and I went to claim my baggage again.
I found out that the handle of my luggage was broken and what's worse is that my external padlock which is a number combination lock was missing. I'd presume that it was ripped off forcefully as it was a very solid padlock.
This must have resulted from the very rough and unscrupulous handling of the baggage from your cargo crew.
I'm looking forward to your prompt reply and some form of compensation.

With refer to my booking confirmation: MUTSNX below.
My flight from Ipoh to Singapore was not available only when we awaiting to check in in counter on that particular day 19/6/2018

This was the bad experience and it's caused us suffer to rush from KL to Singapore immediately.

Hence, I would like to ask for written confirmation by Malaysia Airline for this incident without notify me via email or my contact no.

My first experience with Malaysian Airlines is very Bad. Very poor quality of In-flight attendant. My flight from Bangalore to Denpasar (bali) visa kuala lumpur break journey. At first my luggage is missing and received after 6 hours on landing at bali.
Inflight attendants is very poor, they r busy at their own work, even though if we press the button. Very poor quality of Whiskey was provided, after asking for it for 2 to 3 times that too after the dinner.
Same issue while coming back from Bali this time flight attendant are more horrible ask for quilt it was provided after many reminders, I don't know there they r busy, airline should provide more staff in flight. Malaysia airlines r giving tv commercial "truly asia" its a wrong advertisement, asia is not like this. Indian budget airline like Indigo r far much better than this. Also received damage luggage at bangalore airport. Flight details MH0192 Kul to BLR date 11 june 18 Dilip Bachar [protected]
I will not recommend this airlines to any of my friends.

The Ground Service staff especially the supervisor In Domestic Airport such As Alor Star have a bad service dealing with customer and did not have tolerance with customer. They dont have Malaysian Hospitaly that being introduced by Malaysia Ailrine. In Fact, they maintain they malaysian typical habit which is arrogant. The other staff is okay they are friendly and helpful just their supervisor is arrogant and didnt have tolerance with Customer. Malaysia Airline Have to look back Aerodarat Service and Make Sure They review back their senior staff to not maintain their arrogant staff. I frequently fly out of Alor star with other airline and did not encounter any problem with the ground service but when i fly with MAS i encounter with ground service problem twice.

Hi

My wife and son travelling from mumbai to auckland and without any information the flight from kuala lumpur to auckland delay for 16 hours. It was at 9.05 and delay till 23.25. It was Malasian airlines fault that they not informed to customer. Now my wife discussed this issue with customer service desk at kuala lumpur for 3-4 times but they gave very rude answer and not organise accomodation for my wife and son.

can anyone please take action on it asap?

Thanks in advance

My flight out was an aisle seat so no real complaint but at time of booking I requested a vegetarian meal each way, however at the time of the first meal when I said that I required a vegetarian meal the attendant informed me that there were no vegetarian meals available!
How weird is that? Even in economy on other airlines, vegetarian meals are always available, especially when previously requested. This required the attendants to scramble through menus to find something that contained no meat. Very poorly achieved.
My flight back from London on June 12th was nothing short of a nightmare
My seat, for which I was given no choice at check-in, was 10H, a window seat. This is the pair of a close coupled two-seat arrangement. The passenger in the adjoining aisle seat was a middle-aged Malaysian woman. Halfway through the flight (approx 6 hrs) I badly needed to pee. The lady was fast asleep and when I attempted to gently waken her, it was to no avail, so I buzzed an attendant. A male appeared and I told him I wanted to go to the toilet, he made one attempt to waken her and on failure, he used body language by cocking his leg suggesting I climb over her and immediately disappeared to wherever he came from. I am nearly 87 years old and cocking my leg that far is no longer a successful feat for me, so I buzzed again and eventually, a female attendant arrived. She tried several times to awaken the lady and when successful I was faced with an extremely irate Malaysian woman. Once again on this flight, there was no vegetarian meal available. The crew staff did provide a tomato soup but this was impregnated with Coriander, a herb that I cannot tolerate, not even it's smell.
As I exited the aircraft one of the attendants asked if I enjoyed the flight and as I cannot tell lies I mentioned no vegetarian meals. Her ridiculous reply was "you should have told us" to which she got the obvious retort "I DID"
Both legs of my journey were little better than economy and inferior to some premium economy
I will not travel Malaysian again, neither will I recommend it to friends and family
A.E. Potts slj

I have bought a ticket for flight MH2542 from kuala Lumpur to Kuching scheduled on 16 June @0800am. As adviced to be early at the airport to avoid missing the flight, I arrived at the airport at 4.15am. Around 4.30am I received a call from MAS employee informing me that my flight was cancelled and rescheduled to 11am instead. So now I have 6 1/2 hours to walk around KLIA to enjoy the scenery and will most probably be late to a meeting appointment today.

With the world level recognition and numerous international awards won by MAS, I am extremely disappointed with the way the airlines way of handling delayed/cancelled flight. Not only with the last minute information but also the lack of compensation for its passengers. I understand that there might be special circumstances which contributes to the cancellation of the flight but I believe as a world level airline, MAS should have been able to tackle this problem in a more professional manner

I flew Monday the 11th of June from Melbourne to Kuala Lumpur with Malaysia Airlines and when i arrived at 6am the 12th of June to Kuala Lumpur my flight to London Heathrow was cancelled. Because my final destination was Venice I didn't have the flight connection and I had to wait from in Kuala Lumpur airport from 6am to 11.20pm for the flight to Amsterdam.
I really had a terrible experience, I was exhausted for the long, insane waiting of more than 17 hours that I felt sick with a huge migraine and nausea all my trip. For the delay I have missed an important meeting and all caused me very stress and anxiety. I really hope I can get a refund because it was one of the most difficult and worst day ever.
It is a shame that happened because I thought my trip from Melbourne to Kuala Lumpur was a pleasant flight and I would possibly do it again just the delay made everything bad. Looking forwards to hearing from you
Regards
Valentina Cavallaro