Malaysia Airlines
Reviews and Complaints

I am totally disappointed with the services you have provided, I feel frustrated, disappointed and fed up with all these. I am currently pregnant and doctor not advise for my to fly till further notice, hence I asked for full refund for my nepal ticket. But, MAS doesn't accept my documentation and ask for further supporting. Hence, I gave up and ask for partial refund via online to cancel my ticket. I cancelled the ticket on 10th Dec, but till now I still didn't get my partial refund done. Hence I email your customer service but the staff (Anthea) is still not clear with the situation that I now only ask for partial refund and still asking me to provide further documentation. The thing that make me more disappointed is Anthea scolded me not efficient in providing the documentation and said that I am dragging the whole process. This staff is so rude, and is this the way to deal with a customer? I want to know that for partial refund do I still need to provide documentation? This is the thing that I totally don't understand. During 10th Dec, I also got the email notification from MAS that my trip has been cancelled, but it still appear in my application in the upcoming trip. I just want to get back my partial refund, is that so difficult? I am totally disappointed with your unprofessional staff and services I get. My trip is on 26th December, and now already 19th. I just want someone that who is helpful and can help me to resolve the problem . My booking number is WU9DQM

Witnessed since 2013 a sharp decline in customer service standards and quality of food and overall experience of flying with Malaysian airlines was very negative.
I was flying from ADL-KL- DEL sector on 16 December. Attitude of cabin crew was very cold and non engaging (sort of clinical) in the ADL- KL sector but between KL- DEL sector it was downright rude and very miserly whether it be in serving food or any drinks. Somehow could feel undertones of a poor attitude towards south Asian customer to be more. Inflight food quality has never been this bad in a full service airline. No sense of hospitality in staff and they behave as if doing customer a big favour in making him/her use this airline. This has already put me off big time and I who has been patronising this airline even after 2013 disasters every year on my annual holidays would now move and never attempt to become a customer again even if it means paying more to some other reputable airline in this sector.

Travelled from perth to Langkawi and langkawi to perth.

Malaysian airlines lost baggage in both directions so had no luggage at start ogur holiday and then again no buggage when arrived home.

The service was poor all round.
If something is not rewarded i will not travel with malaysian airlines again and wont recommend.

No care was given at any airport. Also trying to upgrade our tickets noone knew what to do and in the end it was all too hard. Please explain and give options maybe a free upgrade etc etc...

Aboard a A330-300 plane from Sydney to Manila via Kuala Lumpur on Dec. 16, 2017, MH0140 flight. I asked the attendant for milk for my child and she flat out refused saying, "Sorry, we don't have enough on board." And just left. I think it's quite unacceptable what she's done. Upon leaving the plane, I tried to look at her name plate but she immediately covered it! Unbelievable! She's the stewardess with the fake lashes, Chinese looking, full make up on, with another attendant named Asim (not sure if I remember it right). I hope this staff gets reprimanded for what she's done because it really brings down the quality of the airline's service. I've never been refused milk for my child before, and I've been in more than 10 flights with my baby the past couple of years.

- I traveled from Kuantan to Kuala Lumpur on Dec 7, 17 flight MH1269 then same day flight MH190 from Kuala Lumpur to New Delhi India then to Kashmir the next day.
- luggage was lost when I reached New Delhi. It is Winter time. I have no jacket, no clothing (normal and winter), no bra, no underwear, no skin care, no toiletry, no boot, no shoes to change to
- Luggage was received only after 4 days which is already almost the end of my entire holiday trip
- I suffered from the coldness, hygiene, inconvenience, embarrassment, worry, disappointment and insomnia. It is a torture spoiling my holiday mood in my entire trip.
- As a result of the coldness, I catch a flu, running nose and fall sick eventually.

I would like to demand compensation for the emotional suffering going through and hope Malaysian Airline can do post mortem and find ways to improve this.

From: Chow, Ai Lian
Contact: [protected]
Email: [protected]@hotmail.com

Hi there,

I am writing to make a complaint about our flight on 10 December from Singapore, bound for Auckland (NZ). Our scheduled flight was from Singapore 1930 on 10/12/17 to Kuala Lumpur - flight # MH0616, connecting at KL airport at 2145 to Auckland (arriving at 1300 on 11 Dec) - flight MH0131. However our first flight was delayed by approx 2 hours which made us late for our connecting flight and as a result, our flight from KL to AKL had left by the time we landed in KL. We expressed our concern for this when the announcement was made about the delay of flight MH0616, and the airline staff mentioned that we could be changed to alternative flight which flies directly to AKL, however we were later assured by Malaysian Airline staff that we were to maintain our original flight and that the second flight (MH0131) would be there when we arrived in KL. This was not the case and when we arrived in KL, flight MH0131 had indeed left.

We were place on another flight (MH0123) which flies KL to Sydney, from there we had to take another flight to Auckland (NZ110). This flight left much later than our original flight and with the extra stop over in Sydney, we were significantly delayed in our arrival. Our original arrival time in Auckland was 1300 on 11 Dec, by the time we arrived, it was well passed 2100. Because of this, I was unable to return to work on Monday and the loss of income from this was significant.

On top of this, our luggage was left in Sydney and did not follow us to AKL. Again, we were reassured when our flight was changed that our luggage would arrive with us in AKL, however this was not the case. This issue has now been resolved, thanks to the support at Auckland International Airport and Air New Zealand.

We seek resolution to this issue by means of reimbursement and compensation for the extra spent travelling and the loss of productivity at work due to no faults of our own.

I hope that you will find a suitable solution for our troubles.

Kind regards,
Ming Yang

Two tickets booked for mum-kl-Bali and return Bali-kl-Mumbai. Jigar Vyas
I returned back on 13th dec 2017 via flight MH-194 from Kuala Lumpur to Mumbai departing 8:00 pm kl time. My luggage were badly damaged by handling staff which we realised during pickup. Big dents on two bags that were just purchased while departing to kl. This is not acceptable. Kindly need a claim for the damaged or I shall have to reach to general customer complains.

My name is Chen Siew Me and I had booked for 11 flight tickets for a trip to Bali on 24.6.2017. I paid extra for seats booking for the said 10 seats namely RM22 per seat. When my family and I checked in at KLIA airport at MAS counters on 24.6.2017, we were informed that all our reserved seats for 8 seats were already taken by others. Instead we were given 8 other seats which we didnt chose earlier. As I had paid extra RM22 for each seat booking, I am now seeking a refund of total RM176.00 for the 8 seats booked for the flight to Bali on 24.6.2017.
The flight was MH0715 on 24.6.2017 at 9am.
The malaysia airlines travel itinerary receipts reference numbers were KZ266 and LE7HG . The Seats booked for this flight to Bali on 24.6.2017 were seats no. 9F, 8F, 8E, 7A, 7B, 7C, 8A, 8B and 8C.
The seats given to us instead were seats no. 12A, 40A, 40C, 40D, 40G, 41C, 40F and 41A.

I was travelling on MH 2543 KCH-KUL on the 11th Dec 2017 Gate 6. I was stopped by MAS staff Ms Tina at the gate for failure to produce my Enrich card and it was not stated on my boarding pass.*A good staff would normally make an effort to check in their system to verify whether Im an enrich gold member and what not*. I had to return to the Golden Lounge to re-print my boarding pass and somehow enter the plane later than planned.Instead of apologising for her mistakes, she has a nerve to tell other staff that it was my mistakes..as much as i enjoyed travelling on MAS which is famed for its courteous staff, this type of behaviour could ruin your good reputation!

passenger AHMAD SHAHRUL BARIYAH DR

BOOKING REF: VAFWXK
TICKET NUMBER : [protected]

Im supposed to flight from Alor Setar to KLIA at 10.25 (MH 1205), and continue from KLIA to Kota Baru at 2.40pm on the 19th November 2017

However, I was later informed that the morning flight was cancelled and retimed to 2.40pm. Definitely i wont be able to fly from Alor Setar at 2.40pm.
I was told to cancel the whole journey. I bought a new ticket from KLIA to Kota Baru and drove from Alor Setar to KLIA.

I understand that the ticket is unrefundable BUT the cancellation was not made by me so Malaysia Airlines should consider for a refund.

Dear Sir/Madam,

Booking reference number: OWDR3O: Shilpa Ram & Vivaan Ram

I am writing to submit a complaint as I am very unhappy with the price that I ended up paying for 2 airfares from Melbourne to Bangalore - one for myself and my child (Booking reference number: OWDR3O: Shilpa Ram & Vivaan Ram).The prices that were advertised while making the booking in July 2017 was was way too lower than the actual charges I have ended up with. The fares didn't include any passenger service charges, movement charges, etc. Based on this price, I went ahead to book the ticket as this was competitive price compared to Singapore Airlines & other airlines. However, on completion of booking, the price ended up being $1464 for myself and $1073.05 for my child. This is way too high compared to the fares advertised on website and also other airlines. Please note that I have always traveled on Singapore airlines but because of the competitive airfares, I took the initiative of going ahead in travelling with Malaysian airlines despite of some bad history with this airlines. However, now with this huge ticket price charged on myself and my child, I find it very exploiting with wrong airfares being advertised. Since, I am travelling with my 5 year old child, I find it even more unsafe and cheated. I really would appreciate if you could do the needful and ensure that I am compensated for this mistake. This would really make our journey peaceful and stress free. I am willing to go to media if the needful steps are not taken regarding this. I look forward to hearing from you soon.

Booking details: Booking ref no: OWDR3O
Travelling dates: Departure from Melbourne: 13 December 2017; Returning back to Melbourne - 25 January 2018

Thank you

Regards,
Shilpa
Mobile: +[protected]
Email: [protected]@gmail.com

Hi,

I am writing in regards to missing items in check in baggage.
My itenary details
Reservation code  WFU553 (MH)

Sydeny to KUL(MH 0122) date of travel 12/11/17

Connecting flight from KUL to Hyderabad (MH 0198) date of travel 12/12/17

My details
Eticket [protected]
Name - Vaseem Mohammed

I received my bag a day late and it was delivered to my home address.

I want to make an official complaint.
There are things missing from my bag.

My samsung S4 phone and pack of 8 maybiline lipsticks. This is totally disappointing and unacceptable.

If customs staff did this, I want a genuine confirmation from the concerned department as I don't think they would remove it. I strongly believe i have followed all the rules and have brought the stuff that I am only allowed to get.

This is very upsetting that you guys deliver a bag with missing items

Please resolve my problem as soon as possible.

Thanks
Vaseem
+[protected]
[protected]@yahoo.com.au

Dear Mas, this is a feedback and request. Your helpful ground crew book 2 seats for my flight due to a wheelchairbound mom. Boarded the flight and was told that it is a small craft and there is no incraft wheelchair. Seat 23 C was too far to the ladies.
My request is to book her to a seat nearest to the ladies if the airlines decided to use a smaller craft if number of bookings are low. Please accomodate this for my return flight on 14 Dec at 2am from Perth to KL, maybe seat 29. Pls change the seats for 2 as she needs a companion. Hope to hear from you soonest.

I took the flight from Kuala Lumpur on 5th Dec 2017 8:30am to Auckland, but one of my luggage didn't deliver, and it took two days to deliver to my hotel in Auckland, this is unacceptable, so what could you do to compensate me for your failed service.

This is my missing luggage report AKLMH23913

My MAS booking reference: T831GM
Name: LIM KEAN AIK
HP NO: +[protected]
Email: [protected]@yahoo.co.uk

My husband and I were travelling on MH0130 from Auckland to Kuala Lumpur on 5 Dec 2017, departure time 2.40pm.
At about 4.15pm, we saw that all special meals had already been served to the respective passengers. The cabin crew in-charged of our section, Damian, was pushing the food cart ready to serve normal meals to the remaining passengers. He stopped to chit-chat while doing so, with passenger whom should be known to him.
It is unfortunate that my husband and I could get into bad gastric when hungry, we sought Damian's consideration if he could please serve us the food first. Immediately hearing our request, he showed a black face, raised his voice and sarcastically asked "oh, so you have gastric? and BOTH of you have gastric?". We were stunned by his reaction, but tried to explain to him that hunger would trigger gastric. He raised his voice further with an obvious intention to humiliate us in front of the rest of the passengers by asking "you are hungry, everybody is hungry, who is not hungry here?"
We just kept quiet as we did not want to speak to a crew of such standard. He sensed our silence and asked whether we wanted lamb or chicken rice. Both of us chose chicken rice but were served lamb instead. Hahaha... was that done on purpose? I leave it to you to judge.
The drama did not stop there. He continued to humiliate us by sarcastically asking in his high=pitched voice "You must be very thirsty too, so what can I serve for your thirst?". we thanked him for the 2 cups of water served.
Oh my, we were utterly speechless and disappointed with this type of behaviour and standard displayed by a MH cabin crew. He totally did not know how to show empathy and be sensitive to passengers' medical condition. In return, passengers were being humiliated for seeking his assistance.
I hope that Malaysian Airlines will seriously look into this so that other passengers will not go through the same bad experience. For Damian, he seriously need to attend service course to improve on his service skills. If it was so wrong to serve food to us, he could have offered a bun if he were a considerate crew.

Hi Malaysian Airlines Customer Service Head,

I have been a patron of Malaysian Airlines for the last 17 years and so far this has been my worst experience and has made me think of flying Malaysian Air again.

I was on the flight from Manila to KL (MH 807) and this particular flight attendant (Ms. Lucy K) was quite rude right from the beginning of the flight until I disembarked. After long rides to the airport and waiting at the gates, the last thing I expect is such a behaviour from your staff. After paying premium fares, I don't think I or any other passenger deserves this.

Pls get you act together and re-focus on customer experience and service. This is just FYI.

regds,

Reference is made to the above booking numbers.

We wish to bring to your attention that upon checking in via online a moment ago, noticed that out seating arrangement are all over the plane. This was really surprising us as this will not ever happen in MAS that we known of. The seats are usually pre-arranged in same row or nearby. But now, MAS standard may have drop to other budget airlines which passengers are needed to pay for 'chosen seat'. Is this true ?

We even called up your customer hotline this morning to find ways to re-arrange the seat, unfortunately they can't render any help and asked us to proceed the request at the check in counter. Really disappointed ...

We trust that MAS will really look into the matter and assist us at your best way especially we have elderly and young kids in our group which we prefer to be seated together.

Thanks,
Rachel
[protected]

I was on flight MH8209 seat number 43C flying from Madinah to KLIA on 2nd December 2017. During the landing, when the airplane in the braking mode, the whole steel storage box used to store cups/utensil for food preparation, came off and landed on the floor in a huge thump and sliding off towards my legs. The second steel box would follow thru had the airplane had not come to a standstill. The steel box would have hurt my leg badly if i did not remove it on time. It is due to the negligence of the cabin crew that did not properly latched/locked the units that prompt the incident to happen. Please look into this as this kind of negligence is not tolerable as it may have caused serious injury to the passengers. Thank you very much for your action.

I requested for a wheelchair as I have injured my back and am suffering from immense sciatica pain while sitting, walking and standing.

The MAS policy is that, while the wheelchair request is on, the passenger is unable to check in online. Usually, as we all know from the years of travelling, the checkin queue is always very long. The most ridiculous thing is the person who requested for wheelchair is expected to be at the airport 4 hours before departure. I find this absurd as the person is already unable to stand or sit for such long duration of time yet expected to wait for 4 hours at the airport. What kind of service is this? Spoke to the supervisor and he gave a fictitious name of Jacqui Smith from the Fiji Office thinking that it will get rid of me. He told me to go ahead and complain for all he cares.

These people have no idea what they are in. MAS is already in trouble in Malaysia having forced to retrench thousands of people worldwide and still keeping this attitude.

I hope that someone will give into consideration and compassion of those who have problems walking.

Thank you for listening.

To,

Customer complaints Department,
Malaysia Airline.

Madam / Sir,

Eight of us - four couples - booked flights on the Malaysia Airline to travel to Siem Reap via Kuala Lumpur - outward on 4 November and return on 11 November. Four gentlemen were participating in a golf tournament in Cambodia by the well known golf trips organiser, 'golftripz.com'. The spouses were on a sightseeing trip at the same venue.

All of us through-checked in our baggages to Siem Reap that included four sets of golf bags. We were shocked at the airport in Siem Reap since two of us, the undersigned, did not receive our golf bags. Naturally, we were utterly disappointed as we had to play three rounds of golf on the following four days. Ninety six golfers were participating and all participants flew in by different airlines. Only the two of us ended up not having our golf bags to play the scheduled three rounds. Of course, everything connected with golf was in the golf bag, namely the clubs, gloves, shoes, socks, balls, caps, sunglasses etc. We could hire golf sets for a price, but not the other things. We were forced to buy all the items mentioned above and we hired golf sets - one for each of us for each day at two different golf courses.

Needles to say, we had a harrowing experience at Siem Reap. Our game crumbled since we were using an unfamiliar set each day. The fact that the bags arrived in time for the third round of play did not help since our rhythm of play had collapsed on the first two days. They were agonising days for us both since we had spent a lot of money towards registration for the tournament, hotel rooms, logistics for commuting from and to the hotel etc. When the bags did arrive finally, there were also some damages on the outer bags.

Apart from the money that we spent for the travel and stay, we had to face a considerable amount of mental agony the entire week.

It is in this context that we are constrained to seek suitable compensation from the airline for the hardship thrust upon us by the inefficient handling of the baggages by the airline.

The following is the breakup of compensation we seek:

Full refund of air fare for the two of us (we are not seeking refund of airfares for our spouses since they did have their sightseeing programme without hindrance)

2. Cost of replacement of the outer bags (Rs. 5000.00 each)

3. Although the agony we suffered cannot be quantified in any
currency and the quantum cannot be determined, we feel that a
minimum of USD 1000/- each would only be fair.

4. Reimbursement of hire charges for the golf sets for two rounds
costing USD 40.00 each for each round, amounting to a total of
USD 160.00 for the two of us.

5. Reimbursement of the cost of golf shoes - we bought only low
priced shoes costing USD 120/- each, and USD 30.00 for socks,
balls and caps (we decided to dispense with goggles) amounting
to USD 300.00 (USD 150/- each).

Please let us know if you need this claim in a particular format and from each of us separately so that we can do so immediately.

The summary of breakup is as follows:

Tickets to and fro Siem Reap: Rs. 61, 482.00
Cost of replacing outer bags: Rs. 10, 000.00
Compensation for the hardship caused: USD 2, 000.00
Reimbursement of golf set hire charges: USD 160.00
Golf shoes, socks, balls: USD 300.00

( Total in Rs.: 71, 482.00 and in USD: 2, 460.00)

Hoping to hear from you soon,

Regards,

S D Chakravarthy and A R Nagaraj

E-Mail: S D Chakravarthy: ([protected]@gmail.com
A R Nagaraj: [protected]@gmail.com)

E - Tkt no. S D Chakravarthy: 232 [protected]
E - Tkt no. A R Nagaraj : 232 [protected]

02 December 2017