Malaysia Airlines
Reviews and Complaints

I am a Doctor who was training in Taiwan and had the unfortunate chance Twice of flying with Malaysian Airline/Royal brunei (Air Bus Industrie A320) PMKH71, E Ticket 232-[protected] flight twice form Brunei via Kota Kinabalu as transit to final destination Taiwan on 29 Jan18 and 27 Jan 18. On both occasions after landing at KK, I tried to find my way to Transit Hall/Information counter to collect my printed boarding pass and to my surprise found that the counters were empty on both occasions pictures enclosed on both trips. For those that have used this route they will be informed that the Immigration is outside the Airport! and you have to pass through the outside to get back to the inside of the airport - consequence VIP circus escort by Immigration Officers who are too frustrated at the empty transit counter upstair and a free VISA entry for a few days to Sarawak which is not required unless you have a change in plan and decide to tour Sarawak. I call it VIP cause the Immigration officer printed my Boarding Pass! Can the Authority Please ensure there are employees that available at their counters to make smooth passenger travel.

For this flight I booked seat 14D and E, which we're changed to 8A and B. We were initially NOT informed by the staff about the seat change.
When complaining we were told that for ‘safety reasons' we were not allowed to use a seat on the emergency exit row. Not allowed because of our age.
There is no criteria according to the guidelines to refuse such seat on seniority. I am is good health and meet all criteria as outlined on your guidelines as listed on your web site.

When showing these guidelines to the supervisor on site, mr Tengku Razik, he maintained his position that for ‘safety reasons' I was unable to use these seats.

I get strong view that this was an arbitrary decision and the safety guidelines and seat allocation criteria are invented on the spot. And of course you will always defend your staff's judgement and therefore will maintain his view. However if seniority is a criteria, please update your website and as it makes no sense that I can book a seat on the emergency exit row while filling my age at the same time.

I suggest next time you use the criteria of ‘wearing jeans' as a reason for reseating passengers from the emergency exit row

To Whom It May Concern

I am writing to complain about a recent journey I took with Malaysia Airlines, from London (Heathrow) to Kuala Lumpur. Details are as follows:

Date of flight: 31 January 2018
Booking Reference: NKWV9I
Flight number: MH 003

I was travelling with a friend and to ensure we had enough leg room and were seated together we both purchased exit row seats online, prior to flying. On boarding the plane I realised that my boarding pass was not for the seat I had purchased but elsewhere in the plane. Despite showing my confirmation of seat reservation to the flight crew, I was not allowed to sit in the seat I had paid for, even though it was empty. I was told to sit on my own in a seat with less legroom.

This was very upsetting as the reason I purchased the seats was so I would be next to my friend and had extra legroom, and in the end I had neither of these things.

I would like a refund for both of the seat reservations and compensation for my troubles. I have flown with Malaysia Airlines before and up until now been very pleased with the service. I was planning on using Malaysia for my flight back to the UK in a couple of months time, however I may have to consider using a different airline if I am not compensated for my issues.

I have attached my original travel itinerary, confirmation of seat purchase for me and my friend, and a photo of both of our boarding passes, showing that I was not issued the seat I bought and was not seated next to my friend or with extra leg room.

If you require any other information from me please don't hesitate to ask.

I look forward to hearing from you.

Regards,

Jessica Allan

KUL-PEK MH 360 08/08/2017
LOIC Martineau BOOKING NO: NT8ZXX

Dear MAS customer service,

I am very surprised and disappointed by Malaysian airline initial reaction to my case: rerouted and delayed filght without notice nor clear info by more than 7 hours is definitely a case for compensation.
I checked on ICAO, IATA and MAVCOM website where it is clearly stated that I am entitled to a compensation for the inconvenience, delays, schedule disruption and expenses caused by the long delay in flight that happend and was communicated after take-off.
Thehague convention on passenger rights - also mentions compensation.

More over I am a Gold Enrich member, I flew Business class so both my loyalty and the cost of my ticket entitle me to claim back.

My flight was re-routed without notice and got stuck for many hours on a central China airport before reaching Beijing with 7h delay
this is not a rescheduling, this si not benign traffic delay but a major breach in the transportation contract.
Please come back to me with a serious compensation proposal

thanks
regards

See attachment

Loïc Martineau
Kuala Lumpur
Mobile/Whatsapp +[protected]

-------- Original message --------
From: Malaysia Airlines
Date: 21/07/2017 16:13 (GMT+07:00)
To: MARTINEAU Loïc
Subject: MR. LOIC BOOKING NO: NT8ZXX TRAVEL ITINERARY

Passenger: Martineau Loic Mr (ADT)
Issuing office:
MALAYSIA AIRLINE, ECOMMERCE, WEB ETICKET OFFICE, KUALA LUMPUR
Booking ref: NT8ZXX
Ticket number: 232 [protected]
Date: 21JUL17

ELECTRONIC TICKET RECEIPT
Important notice :

For security reasons, the following are required upon check-in or ticket reissuance. Failure to produce these documents may result in denied boarding:
-Photocopy or actual credit/debit card used for the online purchase(s).
-Photocopy or original photo ID of the credit/debit card holder.
Please note that boarding gate will be closed 20 minutes prior to departure.

Note: Meal will be served on flights where the flying time is more than 60min. Meal service may differ on MASwings and codeshare flights.

_

From
To
Flight
Departure
Arrival
Last check-in
KUALA LUMPUR KUALA LUMPUR INTL
Terminal: M
BEIJING CAPITAL INTL
Terminal: 3
MH360
18:00
08AUG2017
00:20
09AUG2017
Class: Z
Operated by: MALAYSIA AIRLINES
Seat: 04A
Marketed by: MALAYSIA AIRLINES
NVB (2): 08Aug2017
Baggage (4): 40K
Booking status (1): OK
NVA (3): 08Aug2017
Fare Basis: ZBS1F2MY
Frequent flyer number: MH [protected]
Duration: 06:20
_
Special Service Request
FPML - FRUIT PLATTER MEAL REQUEST - CONFIRMED
DOCS - PASSENGER/CREW PRIMARY TRAVEL DOCUMENT INFO - CONFIRMED
BEIJING CAPITAL INTL
Terminal: 3
KUALA LUMPUR KUALA LUMPUR INTL
Terminal: M
MH361
01:30
12AUG2017
07:50
12AUG2017
Class: Z
Operated by: MALAYSIA AIRLINES
Seat: 01K
Marketed by: MALAYSIA AIRLINES
NVB (2): 12Aug2017
Baggage (4): 40K
Booking status (1): OK
NVA (3): 12Aug2017
Fare Basis: ZBS1FMY
Frequent flyer number: MH [protected]
Duration: 06:20
_
Special Service Request
FPML - FRUIT PLATTER MEAL REQUEST - CONFIRMED
DOCS - PASSENGER/CREW PRIMARY TRAVEL DOCUMENT INFO - CONFIRMED
(1) OK = (1) OK = Confirm (2) NVB = Not valid before (3) NVA = Not valid after (4) Each passenger can check in a specific amount of baggage at no extra cost as indicated above in the column baggage. Each piece of baggage may not exceed 32 kilos

_

PAYMENT DETAILS
FARE DETAILS

Fare Calculation: KUL MH BJS340.46MH KUL427.21NUC767.67END ROE4.264800
Fare:
MYR 3274.00

Form of payment:
CC CA XXXXXXXXXXXX8618 0321 T88625
Taxes:
MYR 73.00 MY

MYR 4.38 D8

Card holder:
LOIC MARTINEAU
MYR 58.00 CN

Endorsements: NONEND-SUBJ TO PENALTY
Total Amount:
MYR 3409.38

_

11th feb I booked flights to chennai for my family of four for the upcoming june school cum raya hols, taking adv of the cny. Upon entering the msos code - it showed system error. But I got the sms confirming payment gone thru and I got email of the etickets. Thought naught else of the error and went about my day.

16th feb - I rcvd email for the upgrade offer - was I surprised to see the return date in oct. Called yr cs immediately and was told the will be a change fee of rm150 and fare difference to be paid. I explained my issue and the guy gives me the gccc. [protected]@malaysiaairlines.com add for technical issues. I sent an email explaining my situation and promptly got a response asking for flight details, msos code and the ct card number used. After giving all this - I didnt rcv any feedback until today - which was to inform me the exact thing yr cs told me on 16th feb. If I had to wait 6 days for the same answer - why shud I have emailed the tech guy in the 1st place?

Many emails back and forth but still there is willingness to resolve my problem and I was advised to fwd my complaint to you.

The was the email confirmtion I rcvd after I booked:
Confirmation for reservation

Thank you for choosing malaysia airlines to make your travel reservation. You can review your reservation

The following warning(s) occured
We are having difficulty with the request as submitted. Please try again or contact us for further information if the problem persists. [protected])

Your trip reservation

Booking reservation number: ‎kgmd5v
Trip status: confirmed
• your trip is confirmed and the reservation is guaranteed.
• we recommend you make a note of the booking reservation number or print this mail.

Traveller information

Ms sudha sivadas
Frequent flyer(s): mh [protected]
Attaching someone else who had similar prob in 2010

we had a flight from Auckland to Delhi on 26/1/18, the flight time was at 12 :50am, the flight was delayed by 2 hours, when we reached New Delhi our baggage's were not delivered, I was travelling with my 4 children and have 3 years old twins amongst them, we spend 3 hours on the new Delhi airport to look for our luggage, none of the baggage's arrived.
I had nothing in a new country with kids, I had to run out for shopping as I didn't had nappies for babies, after a long tiring 17 hours flight this was my worst experience. I would definitely need compensation for our inconvenience.

Hello, recently we missed our flight going to Koh Samui from Melbourne as the flight was 12.40 on the 15/2 but I thought it was 12.40 on that night (my fault!). Anyway we could get there on that date as the plane was half full but because we were a "no show" (mind you still on the same day) Malaysian Airlines gave our seats away on the return leg and because of that we could not get another flight in. So the whole trip was cancelled which I was absolutely devastated. Now my travel agent managed to get our flights credited which was wonderful so Thankyou to all involved for that. Now we are rebooking the trip and apparently you want $475 pp for the reissuing of tickets. How is that even possible. How unfair is that. We have already paid for these tickets now we need to pay another $1, 000 to get there. How do you justify this. We were trying to do this trip on a budget but now everything is working against us. Is there any way these fees can be waived or reduced?

Thanking you
Katerina Ziaei

- booking reference oen9ha, date 4th of feb 2018, flight 630pm from miri to sibu.

- my flight was supposed to fly at 630 pm. But when I reached at the miri airport at around 5pm, I was shocked to inform by the maswings counter that the flight had already departed at around 350 pm (the exact time I couldn't remembered)!

- the staff insisting that the computer had already sent to me the changes of the flight status on that day and they requested me to buy a new ticket. However I didn't so so! This was because there was no more flight on that day! I was forced to use the bus finally!

- the staff insisting that it was my own fault for not checking the sms and the email! But in fact, I didn't receive any sms or email or phone calls from maswings's side regarding the fight status!

- I wondered, why is it so difficult for maswings to make a phone call on the changing of the flight's time instead of using sms or email? What is the use of filling out the contact number everytime when we purchased the ticket?

- for your info, this wasn't happened to me alone, but was already appeared in the newspaper!

- for your info again, I am a teacher. I need to work on the next day, which was monday. Due to the mistake done by maswings, I had to use the bus and reach sibu at around 430 am in the morning. It was such a tiring journey! How are you going to compensate on my loss?

- please refund back the money to me asap. And please give me reasonable explanations on why this happened!

- please improve on maswings! And please improve on your staff too!

- please take immediate action. I will load a police report if I don't receive any action taken by your side.

- mdm hii yung ing, [protected].

- here I attached the photos of
... The only sms I received! There was no sms regardging the changes of the flight's time on 4th of feb!

... Flight itenary

... News on the newspaper, many victims!

Sir/Madam
I am travelling to Melbourne from Chennai on the 10 April 2018
I called the local office, and asked them to help me in selecting
my seat, they told me that I should pay a extra amount for selecting a
seat, I have paid Rs. 53 Thousand plus what reason I should pay a extra amount If I know about this before I might have taken other since I have been flying with Mas I preferred Mas Last year (August 2017) I traveled to Melbourne they gave a seat before two months now why I should pay extra
amount I am not travelling with Air Asia to pay for luggage, food, water

The eticket [protected] I received on 20th Jan 2018 wt confirmed status was fully paid for. I did not cancel the ticket as I needed it urgently for my daughter's connecting flight to Penang tomorrow, 19 Feb 2018 at 9.30 pm. To my disappointment, I didn't receive any email for web check in. When I tried to do so the ticket info is not found. What has happened?

Why my check in seating arrangement not same what I booked, pls? To & Flo my family can't sit together, why will happened so upset on this incident? I made report and shown to MH0088 crew and supervisor shown them my booking receipt, hope they can help to inform and correct back the system but until I received your check in email fly back from Tokyo to KL pstill the same no one bother.

Travel date: 10th Feb 2018
Travel from: Xiamen to Chennai
Xiamen to Kualalumpur (MH391)
Kuala lumpur to Chennai (MH180)
No of passengers: 2 adult, 1 children & 1 infant
Passenger info:
1) raghupathy sanjiviraj (indian passport no: z2265518)
2) sanjiviraj nithya (indian passport no: m4346818)
3) sanjiviraj jeshwandthraj (indian passport no: m4346822)
4) sanjiviraj mridula (indian passport no: p9172390)
No of checked in baggages: 4
Checked in baggages in Xiamen to get cleared in Chennai

Out of 4 checked in baggages one baggage carrying slip no: MH 961348 was found to be missing in Chennai on 10th Feb 2018 and had filed a complaint to the staff and find attached docs of proof. I was informed that the baggage shall be received on the next flight and shall be arranged to be delivered to my home in Pondicherry (about 170 kilometres from Chennai) latest by 11th Feb evening.
After that I was following up on daily calls to the concerned staff and was given update yet to be cleared by customs. From 11th till 16th I was the one to call and check for update and no one from Malaysian airlines which I very bad in fact.
At last when I called up on 16th Feb 2018 around 11:00 am for update I was told that I need to go to the airport to clear my baggage. I took a taxi and travelled down to Chennai airport and had reached around 16:00 pm and around 16:20 pm I was handed over with the baggage and was fully poly wrapped over it. Thought it might be a safety procedure from airlines for missing baggage.
Reached home (Pondicherry) around 19:30 pm and when I unwrapped the baggage was shocked to see my brand new trolley was fully torn and very disappointed to see. Attached pictures of the same.
Need immediate response to pay back to me the travel cost of taxi (4000 Rupees for travel to Pondicherry to Chennai - to & fro) and the swiss cross trolley case cost of 12000 Rupees. I need this total compensation of 16000 Rupees immediately.
Regards,
Raghupathy Sanjiviraj
Contact no: 0091-[protected]

I was on my way back to Malaysia from Singapore Changi Airport on the 16th of Feb. From the check-in counter all the way till the boarding gate, none of the staff was friendly. Unfriendly staff apart, they didn't even bother to make eye contact or take the travellers seriously when they are being approached for enquiries. Well, if Malaysia Airlines wasn't the only airlines that reaches my hometown, I think perhaps it will probably be the last airlines of choice that I will choose.

Dear Malaysia Airlines Customer Service Team:

Your REF: GTS 04541-01/2018/AI - Excess Charging

This has reference to my written complaint letter sent by Registered POST, FAX and email, just received ack and sorry from Customer service, i replied to that email that complaint is yet not addressed and further requested to put-up my complaint to seniors and since then no response.

Pls look into the matter and connect with me on my hand phone number provided in complaint letter.

Thank you !

Ramendra

date: 12 feb 2018 (monday)
name of air stewardess : theresa yeow
flight: mh1034 (johor bahru to kuala lumpur)

- I was sitting at row 14 (which is emergency exit). when I just sit down, I placed my laptop bag (backpack size) at the bottom of front seat. the air stewardess commanded me to keep my laptop bag inside cabin (on top of the seat) with loud voice.

- desirable resolution: please ask your air stewardess theresa yeow to be professional and respect passanger as we paid for the flight.

thank you.

We arrived one hour before to board the flight . It was understood we were late . We requested there was a medical emergence and we had to board on the flight . We were refused boarding on the basis that we had baggage which couldn't be escorted to the airline so we told them that the baggage could be arranged via next flight which is normally what we have experienced however Malaysian airline representative rudely denied that option . On further requesting we were told that lots of people die and they don't care about people who turn up late .

To add agony we were told to pay the penalty for the return flight which I could not digest .

So yes it is a total rip off and extremely rude customer service .

We felt cheated and would never recommend this airline to anyone .

Malaysia Airlines Customer Care Centre (customer. [protected]@malaysiaairlines.com) failed to respond and even worse, they are not reachable. FB team don't even read by giving nonsense reply.
We are frequent flyer with Malaysia Airlines. Our association travel 4-5 times giving a total numbers of minimum 30seats per trip.
We are very distressed to say that we are frustrated, fed up and completely annoyed with the kind of service provided by Malaysia Airlines.
[protected]
[protected]
MH390
MH391
On 08/05/2017, we booked our flight. An advance booking paid for my seat 6E and 6F for both ways.
The horror started on my returned flight on MH391. During check-in, your front liners change my seats in the boarding pass without notice and no explanation. While looking for my seat, I was shocked that I was directed to seat 29E and 29F (last row which next to toilets).
I took out my advance booking slip to validate my actual seat. An extremely rude behavior by a Malaysia stewardess name Beh Gee Yee denied my evidence and humiliated me infront of public. No explanation as to why miss issuing tickets, no apologies. We were told to be seated.
During the flight, your crew didn't make us better instead we were not served anthing to eat or drink. Your crew say they'll be back which is never. 
Your crew failed to deliver their duty. Staff like Beh Gee Yee showing her [censor] service must be punished.
Are we looking for justice? Yes
Does Malaysia Airlines has any commitment? Yes
What will happen next? Let's not hope
One thing for sure... We will never fly with Malaysia Airlines again...

Hello,
My mother in law travelling with my 5 month old daughter to India had really bad customer service experience today 1/02/2018.
I had assistance for both as my mother in law couldn't speak English and not a frequent traveller. I checked in all luggage and requested the carry on luggage to be checked in as well. For this I was told I have reached maximum check in luggage, and carry on luggage should be carried along with the 5 month old baby. I am not really sure how can one carry a 5 month old baby in one hand and drag a luggage bag who constantly need support on spine.
I raised the same problem with the staff over there and I got very rude response. Is this how Malaysian staff behaves with their customers? I feel this is a inhumane act, which could have caused injury to my baby. Finally I decided not send the carry on luggage. Do Malaysian Airlines have a specific guidelines when someone is travelling with a infant.

I was travel using Malaysian Airlines (MAS) from Medan/Kualanamo to Kuala Lumpur on 7 January 2018 with my family. we were carrying 6 baggage, which we had check-in at Kualanamo, but on our arrival at KLIA/Kuala Lumpur, received only 5 baggage.

MAS ground staff assisted me with logging a complaint and a report was generated.

Now after 23 days of continuous follow-ups and painful waiting, they contacted me back asking for receipts of all the items i lost. I was surprised and disappointed as I felt this approach as unrealistic and a way to wash their hands of the responsibility. I decided not to let it go and after further escalation they are trying settle my case with 260USD. I feel terrible and angry for such irresponsible behavior from MAS, It's insulting. i just need my baggage back.
I'm going public because of the irresponsible responses. Hoping will find the way to solve my case.

Dear Sir, Mdm & Ms

We wish to claim against MH for the above matter.
We woke up very early in the morning just to make sure we are not late for JL 7091/02 Jan flight (code share with MH). Then we were made to wait at the boarding gate. Finally we were transferred to Nikko hotel and check in at around 1900hrs. Meal was not serve immediately because the hotel front desk told us meal is only available at 2130hrs for JL 7091/02 passenger.

We were transferred to NRT airport on 03 Jan at 0900hrs. Checked in and flight suppose to depart NRT at 1230hrs. Again flight delay. Waited so many hour and finally the operator (MH) decided to use the incoming flight from KUL as a turn around flight for all the passenger originally booked on MH 7091/02 Jan. Eventually take off at 1930hrs.