Malaysia Airlines
Reviews and Complaints

I have still not received a refund for the below flights for my husband and I which were cancelled on 22 January 2018 due to a death in the family. I have received electronic confirmation that I am entitled to refund of THB 42, 730.00 but we have not yet received any refund amount. The flights were cancelled almost 5 months ago which means the refund is well outside the refund period. For reference, the flight and cancellation details are as follows:

Booking Reservation Number: P523LG
Tickets Issued: 14 November 2017
Passenger 1: Evan Schuurman
Ticket Number: 232 [protected]
Passenger 2: Bethany Rose
Ticket Number: 232 [protected]
Cancellation date: 22 January

I have sent over a a dozen emails, made calls to customer service, corresponded with the airline by Facebook and in all exchanges have provided all information asked of me, often multiple times. The answer I keep getting is: "Kindly be advised that the matter has been escalated to the respective department for further action. Once we receive an update, you will be notified." But no further information is ever provided and now our emails are not being responded to.

My husband and I booked a holiday to phuket via expedia.
Gina fletcher and maurice conway fletcher
Contact
Gina fletcher
Dob 16/08/1963
Mob [protected]
Address 3 tulloch avenue concord west nsw 2138 australia
Email [protected]@hotmail.com
The original flight via malaysian airways included a three hour stop over at kuala lumpar..
I was contacted a week after booking the flight that the malaysian airway flight for 2200hrs 23/5/18 had been cancelled.
There were no other flights that would include our holiday package.
I was contacted by a malaysian airline representative and reassured that new arrangements would be made and these arrangements would cause no stress.
Flight was changed to

Wednesday 23rd may
Flight mh122 depart 13.05 arrive 19.55
From sydney to kuala lumpur
Hotel and dinner would be provided by airline
Thursday 24th may 2018
Flight mh786 depart 09.25 arrive 09.45
From kuala lumpur to phuket

I was happy that the airline was thoughtful and organised a hotel and dinner.

Problems started as soon as we departed from kuala lumpur airport.
Air hostess advised us how to find the transit lounge.

We eventually found the desk - there were two closed signs at the desk
.
Two receptionists at the desk were unprepared for the amount of people needing assistance from the flight.

I believe there were 54 passengers in the same predicament.

After one hour we were seen to and given complex instructions on how to find the shuttle bus. - there was confusion with all the passengers with us.

After reading instructions from the back of the boarding pass we eventually found the shuttle bus.

We were then told to line up and register for the shuttle bus.

The bus could only take eight to ten passengers each trip - trip was one hour return.

Arrived at the hotel at 2300hrs - restaurant was closed

We were all hungry and did not eat before as we were expecting dinner.

We were told that breakfast would be provided.

The next morning we were given breakfast and a large bus transported us all back to the airport.

My husband a I work very hard and were looking forward to this holiday.

Very, very disappointed.

On the trip back at the lay over a kuala lumpur airport I went to the customer support desk and asked to see the supervisor.
After 15 minutes the supervisor arrived.
He advised me that he could take no repsonsibility to what happened and to complain on line.

I would like to complain about Malaysia airlines actually I travelled yesterday from MH0190 kaula Lumpur to delhi.
I was with my small child I forgot my white shrug in airlines ...
Today I'm calling and asking about it
and they are saying we didn't find anything. so how they r doing duty
In lending time my son was feeling to vomit so I was in rush n forgot my shrug there ...
I had a word with Mr. Vidhu & Mr. Suraj...
They both were so rude and Mr.vidhu was saying ma'am u do what ever u want to do ... we don't have anything ..
and I'm pretty sure it was there under the window seat..
so our baggage, things r not safe in flight also . This is malasiyan airlines# very bad service # not Happy# won't travel again in malasiyan airlines.

My booking reference is rwevac. My family and I are travelling to ho chi minh city tomorrow using malaysia airlines. Total number of passengers 4 adults and 4 kids 3, 6, 9, 11. I was about to use web check in yesterday when I realised that my two youngest daughter 3 and 6 are allocated to seats far away from me and to my surprised, they are sitting by themselves. As a mother, of cos I know that my two younger girls are unable to sit by themselves and called th customer service to see if they can do to help. All I want is my 6 year old daughter with my husband and my 3 year old daughter with me. It doesn't matter if we all are sitting far from each other as long as I know the two youngest daughters are with me or my husband. However, the staff and the supervisor tony from the customer service insisted that I do web check in and told me there is nothing they can help. Obviously they do not understand the anxiety of a mother. They transferred my call to the manager gina who offered to help me with my situation. She promised that she will called me back today as the relevant departments are already closed yesterday. Sad to say, I waited till 7pm before I have to call the customer service and realised that she is off today! What kind of service is that? Where is all the things she promised? So what am I going to do? Let me 3 year old daughter sit by herself and my 6 year old daughter sit by herself? Is this the way malaysia airlines handle situations like that? And when I called the customer service today, the supervisor najala even questioned me why I didn't buy seats in the first place? If I I know this will happen, definitely I will buy. Cos all the long when I travelled in big groups, so such problem even happen. Sad that nobody in malaysia airlines can settle such problem.

If I don't hear anything from malaysia airlines, I promised I will definitely escalate this issue until I receive a satisfactory feedback

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.

This afternoon, I took MH0774 from Kuala Lumpur to bangkok at 4.10pm (03June.2018).
My all Group luggages have been happen. total group side 17paxs.
booking ref:YLHRMU
I relize ours luggage has been open when arrive to hotel. We very confirmed that we have locked the luggages with security code. Luckily we do not have any valuable stuffs in there and some ofthe glasses things been break. All are just cloths and toiletries. But anyhow, this should not be happen.
Please check n see thought CCTV.
I sure happen in KLIA becase my flight is 4.10pm (1610). my group check-in at 1.30pm (1330) sure more than two hours somethings happen in between that times.
I being using MAS alot but this is frist time happen in my life.

Kindly look into this matter seriously.

Thank you.

Regards,  
Alex Chew
MH066013894

This is the worst experience I had with business class on 4/6/2018 MH149. I was left hungry with the air crew telling me there is no food for me. I'd attached the menu. First of all it's not full flight, just as I was ask to choose the main course the air steward told me my choice (fish & scallop) is no longer available... seriously? I'm the third person from the front! I was cool about it and thought ok I'll go for beef vermicelli and it was served. However the vermicelli was way undercook I feel like I'm eating plastic. So I sent it back and ask for egg noodle from the snack menu instead. No main course for me.. no dessert was serve. I was ok I slept and woke up feeling hungry. So I was serve a bowl of fruits from snack menu. I was still hungry so I ask whether I can have another serve of fruits she went in to check and said to me no. Then I said can I have croissant from the snack menu then. I got rejected again! She said to me she has to save for other people and only one choice per person. I couldn't believe what I heard! This is not the first time I'm on business class plus I'm a pregnant lady.in my experience there were never short supply of food to this extend! The snack menu was suppose to be free flow I never had restriction in the snack menu. I explain to her I didn't have my main, I wasn't serve dessert, I'm just asking for another snack. She had the guts to say to me the vermicelli was suppose to be in that texture and she insisted she served me dessert.. which I would know if I had my dessert or not. Not even an apology. I will never pay that kind of money to be on Malaysia airline ever again totally not worth it. Bad service. I felt discriminated.

Strongly complain to ground staff who checked me in with mh797 06:00 a.M. Flight departed from thailand on 5th june. His manner, gesture, attitude he had shown up out from his face to us was very rude and impolited. The way he acts to customers will ruin and destroy the brand of malaysia airline. I met him upon check in and again in front of the boarding gate when he was counting people, I wonder why he needed to make his face so mean like that, has he ever smile? My ticket number was 232-[protected] booked through trip.com just for your reference to investigate. If so, please brief him how and what he should do as he is working for customer service career. Thank you for your improvement in the future!

I would like to complain about ground staff Malaysia Airlines that was very rude to me while I check in my baggage.
The staff name is Maznah wearing a kebaya with a glassees and scarf. She was very rude saying SO! Its is because my previous tagged flight using Malaysia Airlines as well. Just a simple can you help me then she said so? I said im sorry because my previous also the staff help me to take it out using the scissors, she reply me back how about im busy then I said ohh sorry. (Look at my back its no other passengers in queening line) but I keep silent. Then can I have ur name she said why you want complaints go ahead do complain. She is very rude! Can the company please do something with this staff! Counter B17 time 18:25.

I flew Malaysian airlines via KL to Jeddah Saudi Arabia on October 15th 2018. My luggage did not arrive (It contained many family presents for my grandson's first birthday that was the purpose of my visit and of course all my necessities) and despite completing the necessary paperwork at the airport I received no assistance or response for 4 days (after phone calls had been made to the airlines office on my behalf). The luggage did not arrive during the week I was staying in Saudi and I had to borrow some clothes and buy other items. When I returned from Saudi on October 21 there was still no word as to where my luggage may be and the box of clothes I returned with also did not arrive with my return flight. Three days after my return I was notified to say my luggage had arrived in Saudi and it was returned to me. When I asked about compensation for the inconvenience caused (a long email on October 31 the referenceJEDMH13362) I received a letter of apology on November 15th (first addressed to a Mr Andrew Holmes, then another copy of the same letter addressed to me) was asked to provide receipts. I had to seek them from Saudi and emailed a few on March 19 and was told that they were not clear enough and asked to send a list - I did so the next day and received an automated response saying I would receive a reply. On May 6th, having received nothing, I sent another email asking what I needed to do to get a response - still no reply - on May 15th the same, then today (June 7th) I called customer care and was told that they could not help me and the only other phone number they could give me for assistance was baggage handling in KL - I've already tried that!
In my very last email to MAS I stated that I was still supporting the airlines and am travelling to Nepal via KL on MAS onJune 10 to take some donated goods to a village in Nepal. I suggested that the airlines may be able to finally show some goodwill (instead of other compensation) by providing me with an excess baggage allowance to take some of the donated good with me.
The time is so close now that I guess I will continue to receive no response!

To The Top Management,

Refer to the above matters, hereby to inform that recently I just booked a flight ticket for a trip to Kota Kinabalu with my families under booking reference number: LV6MYW on 2nd June 2018. Due to typo error for the passenger name under Ticket number: 232 [protected], I direct call to your customer service @ +[protected] on the same day to request for assist on amendment. What (he) advice me is to write-in an email to: gccc. [protected]@malaysiaairlines.com, attached with a copy of passport for them to proceed with the amendment on the passenger name (My Case no: [protected]). Meanwhile, I checked from your website, its shown Name correction is allowed after ticket issuance with a name correction fee of MYR150.
Few days later, I received a reply from email which be informed that since there is a code-share flight in the booking, they are unable to update the name in the same reservation & they request me to contact your 24 hour Call Centre to re-book the flights with the correct names and the Name Correction fee plus any fare difference will be collected. When I called in, your customer service (Miss Lola) informed me that I should make a new booking with no refund will be given for my current booking. I feel very disappointed/cheated on this service, I hope your site will look into this matters & revert back to me ASAP. Thanks.

The flight have been delayed for almost 3 hrs all passengers forced to stay in the aircraft starting from 9am until 12pm we still not getting any information when to depart.. The aircraft inside is hot and did not provide meals for passengers.. I really disappointed on malaysia airline's service.. Kindly solve this problem and hope to get your reply soon

I go for flight from jakarta to hong kong transit kuala lumpur on sunday, 03 jun 2018 (eticket [protected]) flight number mh0720 boarding at 15.20 jkt time arrived at 19.30 kuala lumpur time and go to transit and boarding at 19.50 with mh78 to hong kong. Arrived at 00.30 hong kong time 04 june 2018.

And after waiting baggage one land officer come to me and said that the airlines didnt bring my baggage during short transit time

And just like that. I dont have any cloth to doing meeting on monday morning.

The airport say that my baggage will take by the first mh airlines and estimate arrive and deliver to hoyltel at 1 pm on monday.

Untill 19.40 I still dont have my baggage and airport staff say they will deliver at midnight.

It means 2 days!

I dont have my baggage because malaysian airlines so stupid

Hello

I made a reservation on november, kuala lumpur - bali with a booking code: qxbcxx
Due to the vulcano situation I had to cancel my flight. The reservation department and myself had serveral emails regarding this topic, where they told me they proceed to cancel and escalate it to the "relevant department" to refund me the money, after I had to send the proofs of changes of big flights, cancelations of hotels and so on.
They advice me it will take between 3weeks and 3 months and they requested a little bit patience.

Oh well... We hae 29th may of 2018 and I am still waiting until my money is back:
I wrote once after another time, a total amount of 12 emails! And I always got the same stupid answer:

Dear maria,
Thank you for your response with malaysia airlines.
Kindly be advised we have forwarded your request to the relevant department for an update of the refund. Hence, once we receive notification will inform you accordingly.
Hope the above clarifies your concern. We would appreciate your kind patience till we receive notification in regards to your request.
Thank you for your time.
Warm regards,

The different people writing me were named:
Charleen (4 times), maria, inise, rahnuma (3 times)

My first email on 29.11.18:
"I called yesterday or 2 days ago to ask about my flight situation to bali because the airport was closed. They told me I could cancel or change destination until the very last minute.
As today in the morning the airport was still closed, I decided to change my flight from abu dhabi to kl for one day longer, for security, and while I came back and called malaysia airlines, the airport of bali reopened again (with the risk to be closed again depending on the [censored] situation)
I told the woman on the phone that I already decided not to go, for security and because I already moved my flights (also my colleagues flying from singapore) and I told her someone on the phone on my first called said I can do it until the very last minute.
We even had to cancel our home in bali.
Attached you have my first flight I had to change, the new flight 1 day later and the email with the cancelation of the house we had in bali
Please make all this easier for me as it is already being very complicate and this situation with the volcano was destroying already our holidays.
Thanks for the understanding and the support..

Will I ever get the money back?

I had a horrible beginning of holidays and you are helping to keep remembering it because the capacity of resolution of problems is 0

I would like you to answer me something at least, different as the las 12 emails.

Looking forward for it

I had booked business class tickets for myself and my wife, Ms. Yeow Ai Lin to travel from Kuala Lumpur to Phuket on 24th May (MH790) and return on 29th (MH791) May 2018.

However, my wife had a last minute business trip to Amsterdam and couldn't be back on time to travel on 24th May. I called the Malaysia Airlines hotline on 21st April to try to change the departure date to 25th May but was told that since the ticket is a promo ticket, the cost to change the flight would be more than the price of a new ticket and that I would be better off to purchase a new ticket. I subsequently bought a new one-way ticket for her to travel on the 25th May on MH790 (Reference QWCQ9E).

However, when I tried to check-in from Phuket for the return trip, the system kept saying that her name was not on the flight. We subsequently contacted the airline office in Phuket and was told that her ticket had been cancelled as she did not check in for her earlier flight booked for 24th May. They cancelled her valid ticket without even informing us!

Finally, we were advised to buy a new ticket to go home. And business class was already full, so we had to purchase an economy class ticket (Reference No: MI3TIA) at a cost of RM833.00 (which was more expensive than our original Business Class ticket which was arbitrarily cancelled).
I
The point is, why did they cancel a valid ticket without checking with/informing us? And why didn't they advise me how to avoid such a situation, when they advised me to purchase a fresh ticket on 21st April?

It is so disappointing the way Malaysia Airlines treat their Business Class passengers.

I would appreciate for someone from Malaysia Airlines HQ to call me at +[protected] to explain as well as to provide a full refund for my wife's ticket home.

Thank you.
Chit Quah

To management,

This morning, I took MH0784 from Kuala Lumpur to bangkok at 9.05am (27.05.2018). I relize my luggage has been open when arrive to hotel. I very confirmed that we have locked the luggage with security code. Luckily we do not have any valuable stuffs in there. All are just cloths and toiletries. But anyhow, this should not be happen.

Kindly look into this matter seriously.

Thank you.

Regards,
Winnie Lee

Passenger: Krishnan Saraswathy Mrs (ADT)
Booking ref: M2AHDS

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.

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 : (

Dear team,

This is to register a complaint against Chennai Malayisia Airlines office staff.
I travelled witb Malaysia airlines on 26 April 2018. Due to delay in MH0182, I missed the next flight to Madurai 9W0759. Hence the Chennai office staff requested me to take a cab from Chennai to Madurai., and asked me to get the amount reimbursed.
From then, I have contacted Malaysia airlines customer care toll free number. They asked me to check with Chennai office. When I contacted Chennai office, they said that they were just vendors. Later they provided few mail ids to which I wrote several complaints.
This had been happening for more than 2 weeks. Chennai office staff provided us with 2 mobile numbers to check and get the status of complaint. Please note the mobile numbers are [protected] and [protected].
Whenever I contacted them, they never responded promptly. They always came with some reasons (they are busy, the in-charge person is not available, please call us after 2 or 3 days, etc).
But these days, they dont even attend the phone call. Even if they attend, after few seconds, they intenstionally cut the call.

I strongly believe that this is not the right way to handle customers.

I travelled on 26 April 2018. Its been a month and I am yet to get my money reimbursed.

The behaviour from the Chennai office staff is really irritating, and I am exhausted to the extreme.

Please do the needful.

Thanks,
Rajkiran. R.

Feedback on the meals served onboard the Mas Airlines Kuala Lumpur to Adelaide sector :

1). For the flight from KL to Adelaide (Australia) Departure 2230hrs and arrival 0630, the dinner/supper served onboard was satisfactory.

2). For the flight from Adelaide (Australia) to Kuala Lumpur, departure 0815 and arrival 1430,
Breakfast was : only half a miserable sausage, some baked beans and potato omelette, perhaps Aussie prisoners may be having better food than this!
With this pathetic meal we do expect some decent lunch but we were served with a small miserable piece of pizza for lunch. We believe Mas airlines being a full cost carrier can do better than this and could please check on your caterer who may be taking you for a ride at passengers expense.

Dear Pic,
Would like to check the system for MH3807.
The system showed full flight when my family wanted to purchase the air ticket for MH3807.
Counter staff also see the system showed full flight.
As my ticket was purchased earlier so I have the seat. When I was on the plane the flight has a lot of empty seats.
I am not sure what is happening on the system. Why system showed full while the flight was almost half empty during the journey?

Ching Ling
[protected]
MH310109063