Malaysia Airlines
Reviews and Complaints

Hello,

I have been calling MAS Airline Customer Service since 20th May 2018 12:38 am (U. K Time) to inform them that I can't attend the flight rearranged for me by MAS airline itself. During the 40 minutes phone call, I have been served by a guy name Tom. He insisted that I have to pay in order for me to change my flight into the next day and has been giving me excuses about this "New Procedure" and half of my time on the phone was wasted waiting for the answer and I'm calling through international call all the way from United Kingdom. Which I have been charged 44.25£ where half of the time I did on the phone call was just waiting.

Tom has already solved out the rearranging problem for me. But, I am here to claim back my international phone call charges which cost me 44.25£ due to the fact that MAS Airline changes my flight time without my consent which ultimately cost me 44.25£ calling the customer service that I shouldn't even be spending.

Hope you can understand and reply me with a satisfying answer as soon as possible.

Cheers,
Irene

To whom it may concern I'm very upset the plane is late more than 2 hours late I have connecting flight going to Australia when I get there in airport Cebu pacific ask them help if someone can help me direct to terminal 1 because I have connecting flight Malaysian airline but no one help. Please help me to pay my cost back to Australia $923.00 I hope someone help me this matter

My email add [protected]@yahoo.com

Hi,

I would like to raise a complaint on Malaysian airlines for not providing the right support and assistance when I missed my flight due to a confusion in the time format printed in the ticket. Though I was advised by the airlines supervisor in Bangalore Airport that there were seats available in the next flight and I could check with the customer care to re-issue the tickets, the customer care executive of MA denied stating the aircraft was full. They just fooled me around for about 2 hours until the aircraft that had seats available started boarding and finally they told me that I cannot board the flight and that I can book for the next flight for additional charge.

I am really disappointed with the airlines who does not give importance to customer but rather who are into money making business. This is just unacceptable at the way the airlines system is working.

Dear Sir

I very much regret to write a complaint against staffs of MH airlines who was performing duty on 12 May 2018 at Gate C26 Kulalampur Airport for departure of Dhaka.
Along me, 6 persons issued tickets of MH 0112 (Reference No. [protected]) on the same day on 24 March 2018 before departing for Incheon, South Korea. While we arrived at KUL airport we found that MH 0112 was canceled. Afterward, we search MH counter and found that our ticket transferred on MH 0196.
Meanwhile, by MH 0067 on 10 May 2018, we arrived at KUL. Our luggage was same on that both ways. Our ticket was the same category both the days and baggage's allowances weight was same on both the flight.
But first we shocked at boarding area and they mentioned that all team members luggage's was heavy. We try to make them understand that the same luggage's was carried on MH 0067 on 10 May 2018.
Afterward, we move two steps checking and finally closed to gate C26-27. The staffs were permit all other 5 members luggage and raised my hand luggage is heavy and I have to charge MYR 100.00 for each KG. Prior to 10 minute of departure I was sudden shocked to face such unwanted situation? I try to make MH staff understanding but they refused and finally take USD 250.00 from me by mental force. They want more and I said I haven't not a single penny. Finally, they issued a receipt which is almost illegible and permit to go to flight. Thinking time constraint, I shocked and boarding. I am not a frequent traveler but at least twice or thrice in a year. From Last September 2017 I try to choose KUL airport and MH as I was pleased to see the facilities onwards. But this time while departing KUL-DAC I saw to opposite role of KUL and MH personnel.
Anyway, I am writing here to make the MH administration aware for future business. And I also think in next future during travel to choose KUL and MH is also. For your reference, I attached my boarding pass and relevant excess baggage tickets.
I hope my extra charge is properly deposited to MH account and if I have right to return the same, MH will take necessary action. And the second one, if MH considers that they will not permit, why they are not informed earlier strictly. Why they bother at the last minute.

Best Regards,

Massively let down by the airline after three consecutive delays which is completely unfathomable and just compounded by the apathetic service who just don't care.

It's ironic that the manager stated that delays and cancellations are normal but when we asked if they had cancelled a flight and combined two together they agreed that is what they did. This is clearly at the behest of customers as the airline is clearly just interested in making more money. If I knew the service was going to be like this I would have saved my money and gone with Air Asia who flew to each destination without delay. This was not a case of unforseen circumstances but greed from a desperate airline. In future, choose a different airline as Malaysia airlines will cease to exist if they carry on with business practices and services like this!

All the ground staff could say is that we should write in and hopefully the customer care department would respond.

Yesterday I reached at Mumbai from kualalumpur. I put one bag in lugedge which I have not received in Mumbai. At that point of time they said bage is at kL airport. Next flight is commning in the night, so once they get it they will deliver to my address. Today when I called them they said they have not received the bag yet. And they even don't know where my bag is. Is it in KL or Mumbai or somewhere else. I don't know whether I will be getting my bage or not. And even they don't know how many days it will take to find out my bag. Very strange. We have this kind of issues in the international flight.

Dear Sir/Madam I write to you in regard to[Case#[protected]].
Flight Deatils
Reference Number WCNWV
Flight Number MH 5251
Flight Date20/01/2017
CabinEconomy Class
Depart From Yangon
Travelling to Melbourne

PLease find below an earlier correspondence, however, to this date I have not had the reimbursement made.
Dear Sir/Madam,

(Earlier Email)
Dear Sir/Madam
Firstly I would like to thank the Malaysia Airlines Representative who located my wife and I at Yangon International Airport on Saturday 21st January 2017 to apologize for and explain the situation which occurred to us in regard to a Cancelled Flight the previous day.

I am passenger, Nigel Rodrigues travelling with my wife Paula Incretolli. (Booking reference WCNWV)

We were booked to fly home from Yangon - Myanmar on Flight MH 5251 at 17:35 Friday 20th January 2017, but upon arriving at Yangon airport were informed the flight had been cancelled. As we were not notified of this and neither our travel agent we had to make arrangements for a flight the following day and one nights accommodation in Yangon at short notice.

The Malaysia Airline rep at Yangon airport informed us that we could forward the receipt for accommodation including a meal that night and emergency calls we needed to make to inform family and make arrangements for the delay.
Please find attached receipt as requested. Refund can be made by electronic Funds transfer to Bank of Melbourne account in my name - Nigel Rodrigues - BSB 193-879 ACCT No: [protected].
We flew home on Saturday 21st January on Flight MH 743 VIA Kuala Lumpur and have safely arrived in Melbourne.
Kind Regards
Nigel Rodrigues - Passport No: M7869475
Mob: +[protected]

I hold ticket for flt MH2522 (KUL - KCH) on 9/5/18. Reason I bought that particular flt was to give me ample time to discharge my responsibility (i.e. to cast my vote for the GE14), as fellow Malaysian.
I manage to cast my vote by midday & was able to arrive at KLIA circa 14:50hrs. At d chk in counter, I asked d clerk if I can take d earlier flt (MH2528). After maling a couple of phonecalls I was told that there will b some penalty fee if I want to change to d earlier flt as I m holding a Z class ticket.in light, I decided to stick to my original flt.
At aroun 17:00 hrs, I received an email to advice me of d change of gate from B4 to gate B6. At 17:50hrs, I went to gate B6 and only to find that d gate is empty and it will only b open 19:00hrs.
For your information, I m fully aware that there will b no boarding announcement at d Golden Lounge, but I believe that its common courtesy to announce of flt delay. Due to d lackness of common courtesy by MAS, I have unnecessarily walk to d gate.
Walking back to d Golden Lounge, I asked your staff on duty if my flt, MH2522 is cancelled. I was told that my flt is delay and flt MH2530 is cancelled.
FYI, its no rocket science to conclude that MH2522 & MH2530 has been consolidated into one and in light, I've become collateral damage. Not just that I was not informed, there was also no apology from any of your personnel.
I m very upset & frustrated as I Have to pay penalty should I want to change to an earlier flt, but Malaysia Airlines not bounded to compensate me when they at whim & fancy manipulated my flt to a later time.
For your additional information, I was also originally schedule to fly on MH2521 (KCH - KUL) on 7/9/18. The flt was cancelled and I was put on d flt MH2517 that depart almost 90 mins later.
Also I only received an email advising me of the changes at midday. Due to that, I missed a meeting that is d sole reason why I had to fly on that particular day. Had MAS has some sense of professionalism and advice their passenger reasonably in advanced, I could had just aborted flying with MAS and take d Malindo midday flt. By doing so, I would had been on time for my meeting that evening.

No apology, no compensation when the fault is of MAS but not vice versa.
This living on past glory attitude might work in d old days when its d only airline for Malaysia. With stiff comperition in d industry, having such lame business sense, MAS will b counting its days if not because of the government (direct/indirect) assistance.

I hope to get a speedy reply from your goodself.

Regards

Shamsul Anuar b Ahamad Ibrahim
MH [protected]

We travelled today from LGK to KL, and then to Colombo from KL. We didn't receive our luggages and we were informed from CMB airport that those will be delivered to my address tomorrow morning.
Address -
Ms. Weragoda Gamage Don Sanduni Suvimali,
No 235/C,
Batagama North,
Ja-Ela, Sri-Lanka

We have 8 luggages and references were given as follows.
CMBH19917
CMBH19918

From the beginning of our journey we experienced so many inconvenient incidents. There were four adults and one kid on the 29th Apr a flight got cancelled and we faced a hard time. Now we haven't got the luggages. LGK to KL flight was delayed around 20 minutes which caused this scenario but should have given the priority for transit passenger luggages. This is really bad service from Malaysia airlines sad to say.

Hi,

I m very unhappy with Malaysia Airlines that they keep changing my flight back home from Sydney - KLIA. I booked for 10.10pm but they switch my time to an earlier flight.

From the day I book till today, I received about 7 emails from Malaysia Airlines on flight changes. What's worst is there was once they change to a day earlier. Is that how Malaysia Airlines treats their customer? I booked the hotel for that duration but you are asking us to change to an earlier date or time? can someone tell me what is happening?

I wish to take the later flight instead of the earlier flight back.

On 1st May 2018, I boarded the flight MH 852 bound to Kuala Lumpur. One of your stewardesses that served the dinner for economy class passengers (the one who distributed the meal boxes) were so rude to me. I asked for an extra cup of water nicely with a smile, but she answered sarcastically saying, "There's a cup of water there together in the meal, we need to serve these meals first to the rest of passengers and come back to you".. Without a smile at all. I knew there's a cup of water there in together in the meal box, I am not blind yet. There's no need to be rude and treated me like a blind person. This is not the first time I am flying. Even though if it's my first time, does it have anything to lose just by being polite? There is no need to show off that you more superior than others. Even people from higher management could even be more polite and humble.

To whom it may concern,

My family is a frequent traveller and this is my family's first time traveling with Malaysia Airlines and we were utterly disappointed with it. In one night, Malaysia Airlines not only delayed our flight, then cancelled our flight and lied to us. My family consists of my husband and I, and our 3 children.

We were supposingly to board on flight MH149 on 28/4 Saturday at 10.10pm, however when we reached the airport at 7.30pm to check in, we were told that the flight has been delayed till 3.15am. I requested for a hotel room for my children to rest while waiting for this delayed flight but I was told that because it's not more than 6 hours thus we can't. I then requested to change to the next morning flight at 9.20am but your staff said it's already fully booked. Though we were given food vouchers and was told that they can be used in all restaurants in the airport but that's not true. It was an extremely long night and imagine my family hanging around in the airport for so many hours.

At 2am there was an announcement to say that MH149 to Melbourne will go on as scheduled. Finally at 2.15am we went to gate C17 feeling tired but happy that we could finally rest in the air craft. Everyone waited in gate C16 till 3.15am but were puzzled as to why we were not being asked to go on board yet. The staff of Malaysia Airlines made no attempt to inform any of us as to what was going on. That's very disappointing! Eventually a Caucasian woman managed to ask the staff at the front desk and told us angrily that this 3.15am flight has been cancelled and the next flight will be 12 noon now. There were so many elderly people and children, why is Malaysia Airlines making things so difficult for us? Won't Malaysia Airlines know in advance that they have no cabin crew and why make such an announcement at 2am? Though they did offer hotels but the bus to bring us is only going to come at 5.30am... more waiting time!

One of the passengers asked the manager in charge at that time ( I think his name is Damin) to open up the lounges for us but we were told that it's closed. Then we asked for the next available flight (9.20am) and Damin said ok, there were 40 seats available. Now, why I was being told that the 9.20am flight was fully booked when I tried to change my flight on Saturday night? That's so unfair and what a lie!

Anyway a group of us, about 10 families queued for more than 2 hours to get these boarding passes. The staff worked soooooooo slow to process these boarding passes. From a quiet airport with only passengers from the cancelled MH149 and closed shops till new passengers coming and shops opening, we still have not got our passes yet. If there were really 40 seats available, I'm sure that all these 10 families will be able to get a seat. Guess what? All the tired children including mine were sleeping on the cold and hard floor of KL airport while waiting for the boarding passes. Did any of your staff offered us water, food or comfort? Absolutely no! Finally we got issued our boarding passes and given breakfast vouchers. Do you know how much each voucher is worth? It's only 13 ringgit! Perhaps you can try to go to KL airport's restaurant with 13 ringgit and see what breakfast you can get!

We had been in the airport for more than 14 hours and finally it was time to board the 9.20am flight. Another nightmare! We were told that we have no seats available for us even we have boarding passes. Does that make sense? Malaysia Airlines boarding passes can be not valid? It's a fraud! We all just want to go home! We want to go back to Melbourne. Enough of Malaysia Airlines delaying and cancelling our flights and now to lie right in front of our faces! Digustingly horrible thing to do!

If Damin and his staff had been truthful and told us no seats were available already because they were very incompetent and took such a looooooog time to issue the boarding passes and they were probably given to other customers who were not affected by the cancellation of the 3.15am flight, we would have sorted other means to let myself, especially my poor 3 children to have a good rest but they chose to lie, to damage further the image of Malaysia Airlines.

Our experience with Malaysia Airlines is very, extremely terrible, tedious and tiring. I not only had a sleepless Saturday night, a breaking heart to see my beloved children sleeping on the floor and my husband making sure that no one trampled on them as new passengers coming into the airport at 5ish am. I felt very anxious, unsure and lost of confidence and faith in Malaysia Airlines if there's really going to be a 12 noon flight. I also lost my Sunday because of Malaysia Airlines poor planning. Thus I demand a compensation from Malaysia Airlines, I demand a full refund on my whole family's air tickets.

Hope to hear back from you soon.

Regards,

Swee Chia
[protected]@hotmail.com
+[protected]

29/04/18 to 30/04/18
Booking res rdiold
P mcallister & s snow.
Delay 14 hours
Circus of disorganization
Please provide compensation
Firstly, flight "said" to be delayed from 2210 to 0315 but it appeared no intent to fly at 0315 as no crew arrived. Next an "offer" of a hotel, bus to arrive 0530, 1 hour to hotel then leave hotel at 0900 to arrive back at airport at 1000 for delayed 1200 flight. Not many took this option as it would mean 2 hours travel for for 2.5 hours in hotel. A cost saving ploy by the airline?
Then I arrived at the check in counter to be told there was an issue with my seat, it was double booked! Unable to receive our seats with extra legroom.
The entire encounter was sub optimal & extremely unsatisfactory
I request a refund of the flight cost or a credit for future travel. Am happy to engage one of my colleagues as a lawyer to follow this case
Reagrds
Peter mcallister

Hello, I am Walter Lee, writing in to complain the customer service Mr. Amir who is not helpful and rude when I am trying to seek for help for seat selection.

In the conversation, he keep on ask me which seat I would like to select but in fact I do not know where to check the seat maps. When I say I do not know the seats number, he answer me "HOW"? He should guide me check through seat guru instead of throwing back the question to me. Besides, his is showing me his impatient voice and tone and I am trying to ask him where to check the map.
This is part of the training provided by Malaysia Airlines?
Please look into this matter and I hope I will get a reasonable reply from your company.
Thanks

Hello,
I am Janaka Chaminda Senanayake Wijeysinghe Mudiyanselage, writing in regards to the recently cancelled air ticket. I booked a two-way ticket from Melbourne to Colombo 13/04/2018 and Colombo to Melbourne 03/05/2018 through the agent, Direct Flight Service, and I spent $530.80.

When I received my check-in notification (check-in notification has been attached), I noticed the sentence, mentioning the 6 months valid passport. As my passport is not valid up to six months (expires on the 03/06/2018) I contacted Malaysian airlines to inquire regarding my situation. I explained to the person, My passport is valid during my travel time. Also, I am going to renew my passport before arriving in Australia on 03/05/2018. But the person said, as this rule is an international rule, I am not allowed to travel with a passport not valid up to 6 months. Therefore, I had to cancel the ticket and change what I'd planned.

My friend travelled to Bangladesh with AirAsia and told me that he was allowed to go to Bangladesh and renew his passport there before returning to Australia. Since this is unfair, I called back to Malaysian airlines and explained to them about what my friend told me. This time, the person said that I was allowed travel with my existing passport and renew before arriving in Australia. The person also apologized for their fault.

I am really disappointed about this inconvenience of Malaysian airlines. You ruined all my plans and broke my human rights because you didn't let me go to my home country even with a valid passport. Not only that, they asked for a reissue fee, even when the fault is yours and after I cancelled my ticket, it changed my travel date as well. You stole my time, and I had to go to Canberra which is a 500km trip to hand over the passport renewal papers, which normally takes another two or three months to receive the new passport. If you had allowed me to fly, I would've been able to do this within a day.

Further, 14th of April 2018, the new year day, was my intended arrival date to Sri Lanka. After 5 years, I planned to celebrate the new year with my mother (82 years) in Sri Lanka. She was looking forward my arrival. But you ruined that too. Also, after my return to Australia, I had a plan to apply for the Australian citizenship and get a new job but you ruined those as well. You changed my whole life. you stole my time which I am not able to get back.

I migrated to Australia in 2013, with my 2 kids on Malaysian airlines. That is why I chose you again this time even when there were direct flight services available as well. I am looking forward to your response in regards to this.

Thanks,
Janaka

My details as below :
Booking ref: usdrhk
Ticket: mh/etkt 232 [protected] for ai lyn/yew ms
Ticket: mh/etkt 232 [protected] for chiang pin/ng mr
Ticket: mh/etkt 232 [protected] for yuet moey/tan ms
Ticket: mh/etkt 232 [protected] for inf ian kaii ween
This is the first time I booked malaysia airline. at first was very happy because the tickets are cheap and customer services are very helpful. but unlucky, my son admitted to hospital due to infection on 12/04 and doctor not encourage us to go on plane even discharged on 13/04. doctor letter as per attached. we forced to postpone our trip but date not confirm yet. so I called up to 1 300 88 3000 (on 12/04/2018 11.33am) to postpone my ticket, and asked for advice, so the customer service (I cant remember his name) advice me to let my tickets to open status, so that I can confirm my date later. he did tell me that, I need to pay the difference of the tickets price if the price is higher then my current tickets price. but he did not tell me that I cant go for promo tickets anymore if the ticket is under open status. now I only found out from my friend.
The reason I write in today is to request for waiver of the change fee rm300 per ticket and to request to purchase promo ticket. because I really cant effort to go for expensive ticket. I really wish I can go on the plane on the original date 14/04, dont want my son to be admitted and postpone the trip, I hope you can understand how I feel.

Kindly do check back the calls that I made on 12/04, and kindly refer to the attachment for doctor letter and my son admission proved.
Hope can hear from you soon.

I checked in my luggage (perfect condition) in Singapore and had a transit in KL to Seoul. When I touched down in Seoul, I found out my luggage was broken. It was shattered into pieces and there's a hole in my luggage.
I bought an insurance with Malaysia airlines. Is there any way I can claim damage for my luggage.
Date : 20/04/18, 21/04/18
Flight: MH0610, MH0066

We flew from London to KL on 05/04/18, booking ref. LX73DQ. My husband was issued an emergency passport from the French Consulate in London in order to fly. This was checked with the Malaysian High Commission and was told that it was valid for legal entry into Malaysia. At the check in counter at Heathrow we were told that he could not fly. They refused to let him check in and stated that he needed a visa. It was only after someone from the Malaysian High Commission agreed to speak to the supervisor at Heathrow that he was allowed on the flight at the last minute.

This caused a lot of completely unnecessary upset and stress. I have contacted Malaysian airlines through Facebook and emailed their customer services and been given the reference GTS02327-04/2018. Ideally the only way they could offer compensation is an upgrade on our return flight of 19/04. Tomorrow. However, the call centre say they do not handle complaints of this kind and I need to await contact from the head office. They have no number I can use.

Incredibly bad ill informed customer service. Please respond asap.

Dear sir / madam

I was traveling to India on 20th of March with Malaysia airline for two weeks and my luggage was missing for three days .
I was called 10km away from my place to pick up my luggage @ 3am in the morning . No compensation was given . I had all my clothes in it .i had to cancel all my planes because of that missing luggage.
That was my first time traveling with Malaysia airline and now I have to think twice before travelling with it.

We would like to know why, after arriving in K.L. on the 11th January and paying to reserve our seats for the return journey in April, K.L. to Heathrow, why, when we checked in in Penagn we were told that our seats were not available, and the seats we had now been issued, weren't even together ! after a lot of help from the desk in Penagn, we finally ended up with a seat either side of the middle three! The aircraft being the new a.350. after travelling for the last ten years or so with you, and being frequent flyer members, no's MH [protected], and MH [protected], doesn't seem to mean anything! Apart from the fact that our plane was delayed in Penagn, which meant a mad dash to get our connecting flight, it was just about the worst flight we have had with you! The paper work we have regarding the reservations if this helps is

CPN 1 OB5 Seat Fee /26k / 26H 11 Jan 18 MY
[protected] 7906 6329 /NMGS
Operating cc: MH
Origin: KUL PNR QJ2H3W/1A
Dest: LHR
ICW:2324902087783c1
RMKS: CHARACTERISTICS: E