Malaysia Airlines
Reviews and Complaints

Date of Incident: 29th August 2017
Flight Plan: MAS Airlines; London Heathrow, UK to KLIA, Malaysia (Direct Flight)

Hello,

On the 29th of August 2017, I boarded a MAS airlines flight from London to Kuala Lumpur. When I made my booking online, I specified an aisle seating. At the airport, I got my boarding pass without any hassle.

Upon boarding the plane, I was upset that my aisle seating was the closest one to the toilet. Although upset that I was not informed of this earlier, I did not make a fuss about it. But the stench of the toilet was very gross and dissatisfying. As the flight proceeded, the stench of the toilet only got worse, as more people used it. As I was sitting the nearest to the toilet, I was a direct victim of the stench. I, then complained, very politely, to an air stewardess who politely told me that cleaning will only take place once the plane has landed and they can't relocate me to any other seat as the flight was packed. So, for 14 hours, I had to endure the stench of the toilet that got worse by the hour. The smell also spoiled my appetite and I did not eat both the meals served to me.

I wish for a response on this matter as I believe it happens to many passengers. The reason I write this complaint is to inquire what the airlines would do to fix this problem and what compensation would the airlines provide for passengers who have had a bad flying experience, as I did.

Thank you. Awaiting a response.

I made a genuine mistake by keyed in a wrong alphabet ( a N instead of M) in my middle name when i did my ticket booking for flight from Kuala Lumpur to Bangkok (Booking No. PXHDBC) earlier. The horrible experience begun when i called MAS to request for the correction of my middle name. the whole process was so long, it made me waited on the phone probably more than 45 minutes ( despite they still charging Rm 100 for the amendment). even though in between the agent did apologised for the waiting, but it was totally absurd for a supposed new reborn MAS still operating in such snail pace system. Worst was after gone through the terrible waiting period, a so called email with newly updated info for my ticket that sent to me was still the same with the same error of the said alphabet. I wonder what happen to MAS, i used to be an extremely loyal customer to MAS and a long time member of Enrich. Now i have to agree with many of my friends comments based on their bitter experience, the glory days of MAS has disappeared. From now on, MAS will be my only very last option airline in my future travel plan. Enough is enough, i have totally give up hope on this airline.

This is Roopa Chourasya passenger of Malayasian Airlines. I boarded flight from Hyderabad, India to Manila, Philippines on 10th Nov at 12:15 AM IST and landed at Manila Airport at 12:15 PM Manila Time. Upon landing I did not receive my baggage and then I approached to baggage claim department to check about my whereabouts. Upon checking my baggage was not transferred and was expected to arrive in the next flight. I was asked to give my details and was given a copy of PIR (Copy attached), also here is the refernce num - 28428 for the baggage delay.

After several phone calls for 2 whole day, I received my baggage on 11th Nov at 10:30 PM MNL time. During the telephonic conversation with Princess and May (stationed at Manila Airport) kept on asking for more time to deliver the baggage and also they said I am entitled for 60 USD reimbursement which I can claim at the Malaysian Airlines office upon departure date i.e. 21st Nov.

On 21st Nov around 10:00 AM I went to Malaysian Airlines office and spoke to Aamir at the reception desk about the issue, he said that Manila office does not have petty cash in hand so I can claim it upon arriving at Hyderabad Airport. Also, he confirmed that Hyderabad office has already been communicated about the issue.

I arrived at Hyderabad Airport on 22nd Nov at 12:00 AM and reached out to Hyderabad Malaysian Airlines office but they claimed that no one has intimidated them about the issue and in return asked me to send an email to you.

I need this sorted asap and want the money to be credited to my bank account.

I had travel with your airlines on 20th nov 2017 from Kathmandu to Sydney. I experienced poor customer service from the air hostesses. The main thing is my luggage was opened by somebody while travelling. I had locked the luggage but a lot of my belongings are missing from my luggage. Expensive things like makeup kits are missing. Stuffs as small as even socks went missing. I don't know if I could claim back for those stuffs but they were more than 3-4 kgs. Thats not the way to do things. If there were stuffs that were not allowed or the weight was high they can do that but this case was none of above. I don't know what the further procedure is and whether or not I will get back my stuff but please don't cheat your passengers. Thank you. I hope to hear back from you guys.

I travelled from Mumbai to Melbourne with malaysisn airlines. Due to passenger delay at Mumbai I missed connecting flight from Kualalumpur. Ground staff at the airport provided new boarding pass for next morning flights and advised to you go for transfer servicedesk. No on ground support were provided to 22 passengers who missed heir connecting flights. After running through all over the Airport we reached at transfers and were advised Meal will be provided in the Hotel. After one hour long journey from Airport to hotel we reached and advised hotel Kitchen was closed and meal vouchers will be provided next morning at the Airport. All night we spent starving without any food or snacks. Next morning we got 13 ringets food voucher for which nothing was available at the Airport. Finally boarded the flight to Melbourne and in air was advised my meal selection was never transfered to new boarding pass and that lead to another 8 hour long journey without food. On top of that Air staff were not ready to accept the mistake and had been rude. Worst ever experience with any International airline.

Departure from : Suvarnabhumi Airport
Departure date : 19 November 2017
Departure time : 1955
Departure flight number : MH781
Booking confirmation : QN5Q6W

Customer service feedback: Over check in counter G07 on the said date at 1700. Very bad customer service.
1. NO GREETINGS
2. NO SMILE
3. NO COMMUNICATION - NO INFORMATION ABOUT DEPARTURE DETAILS (BOARDING TIME AND GATE)
4. NO THANK YOU
5. BAG DROP OFF - NO INFORMATION (WHO'S BAG IS THE NAME SHOULD BE TAGGED FOR; I'M TRAVELLING FOR 2 PAX)

Understand that we're purchasing under ECONOMY CLASS. However, do we have the rights to not deserve the BASIC CUSTOMER SERVICE?

Please share this information to the related airlines operator as details above.

P/S : AMAZING THAILAND 2018? Amazed with your Customer Service first. Based on observations, NONE of the airline staff have greetings and smile at the check in counter.

I have never received such terrible customer service from any airline in my life and I am a very frequent flyer!

I was flying from Langkawi to Geneva. Malaysian airlines from Langkawi to KL and onwards with Qatar. I had a layover in KL originally before going onto Doha and then Geneva.

My flight in Langkawi was delayed by Malaysian airlines. The guy at check in said it was technical problems, another ground staff said it was bad weather. The weather was perfect and all other flights were on schedule. Not once did the ground staff or captain over the announcement apologize for the delay. That little detail would have made all the difference. Very unprofessional. No one knew what was going on and no one apologized for the inconvinience.

False promise number one: In Langkawi I was told that I would be met by ground staff to assist me going further. On arrival there was no one to meet me so I went to the transfer counter. Even though I still had 30 mins to get to my next flight they said they had already cancelled it on my behalf! They did not even attempt to get me there on time. I have been on flights before where there has been delays and I had a connecting flight. With other airlines the staff would do everything in their power to rush you to the gate so you could make it. Malaysian airlines really just couldn't care less and cancelled my ticket without even trying.

The next lie: When I got to the transfer desk I asked the Malaysian airline staff if he had rebooked my ticket. He told me that he had been trying to but it was MY fault that he couldn't because he thinks that it's something from MY side not allowing him to do so. Great policy MA, blame the customer first! I told him that this was impossible and then he immediately changed the story that he actually needed to wait to contact Qatar airways to make a new booking. So basically Malaysian airlines cancelled my flight with Qatar that I still could have made and then neglected to book me a new one until I arrived. Then instead of admitting this tried to make up an excuse blaming me!

He then went on to tell me to hold on for a minute and then went on to help the next customer. He carried on having an argument with the next customer for about 20 mins not worrying or getting back to me or trying to get me onto the next flight even though I was first in line. The staff member was just having a stupid fight with the next custome whose final destination was KL and wanted free transport to his hotel because of the delayed flight, which he was being refused but obviously this deserved more attention than my case when I had nowhere to go. When I finally interrupted this new argument going on between the useless customer service agent and the chancer passenger the MA agent rudely asked me what I wanted and that he had already dealt with me. I told him that he didn't, that he still needed to try and book me a new ticket instead of fighting with this other guy and he rudely told me to just wait and carried on with what had turned into a very personal argument between him and this other customer. After them arguing for another 15 mins I interuoted again and said that this was ridiculous. I had been standing there for 45 mins listening to an argument about free transport to the hotel even though I was first in line and my missed flights had not been dealt with.

Eventually the manager came out and told me that I still had to hold on indefinitely while he now only started the process of finding a new flight for me. He then went on to pretend that he was doing me a favor booking an hotel for me- ummmm I think I'd rather be on my way to Geneva rather than spending 24 hours in a terrible budget hotel!l

After waiting in KL after arrival until 3am in the morning (2 hours after arriving on the delayed flight) they finally managed to book me a new flight with Qatar airways leaving 24 hours later! They got me a hotel, which was horrendous! And the staff at the hotel's service was just as bad as the service from Malaysian airways.

The next false promise: the manager at the transfer counter said that as compensation he would request an upgrade for me on my ongoing flights with Qatar. As I was only going to Geneva for 3 days and lost an entire day there I was very upset. When I got to check in at Qatar the next day they said that it was not even possible for a Malaysian airline staff member to request an upgrade from Qatar so this was just another blatant lie!

I was definitely not satisfied with the compensation after the very big inconvience caused to me. There was no accountability from the airlines and the staff were poorly trained and blatantly lied multiple times! Very poor Malaysian airlines, I am highly disappointed and I will never be flying with or recommend you again!

I am very disappointed by the rude altitude of front desk service MH staff called Cecilia Angrea in Hong Kong airport..
Handle my luggage bag in very very rough way..
Warning me must take off old tag before let her check the bag..
Extremely unfriendly..
When I tell her handle my luggage bag in more gentle way..Her answer is really surprise me...which is " I only PULL what"..
Gosh..How this type of person with this type of altitude can appear in servicing line!..
If she can not handle her work stress..Just quit the job or go to see a Dr..
We are customer..Who fully paid the flight .
Not come for a free ride..
Be kind, gentle, respect your job & your customer...
This type of altitude will just spoil the MH image with no doubt. ..MH management side kindly re train your staff..
Again..A total disappointment..
I will claim back from MH if any damage to my luggage bag when I reach my destination.

🇮keep chase and chase, finally after 33 hours I get my back my luggage. But after open the luggage, my jacket is missing! It new bought from Japan and it cost usd 150! ... Then 🇮call and complaint, the person still told me you go contact Malaysia airline, I give you the phone number 854-0709 but this number I call few days ago, it never never have someone to answer it!.. And when the Manila terminal one staff told me, my luggage is delay and request my luggage passwords, 🇮already told if item missing, it is you all will bear it?.. They answer me, if no provide password, they can open the zip !...got scanner but still need open the luggage, 🇮totally don't understand it, but fine 🇮just provide so that they no spoil my luggage, but now after provide password the item is missing, I feel like myself is fool!... Now luggage also spoil, item also missing...! Speechless..

I, WEE CHONG SENG would like to obtain a IRREGULARITY REPORT from MAS Airlines in order to pursue my insurance claim due to flight delay.

On 11 July 2017, my flight (MH391) from Xiamen to Kuala Lumpur was delay to arrive at Kuala Lumpur. Actually, I need to fly back to Miri in the same day at 21:05 flight (MH2598) but it does not have enough time and I have to fly back to Miri the following day on 12 July 2017 by MH2594.

My bag went missing on the 19th October on a Diwali festival for which I had to a pilgrimage that happens every 12 years.
I find Malaysians Airlines handling of my bag a complete shame.
i have been to customer service during that time and it was a terrible ordeal.
I decided to change my flight on the way back because of the reception I
received.
There are no bookings available for that day on other airlines.
I have lodged a complaint but got no response to this.
I have acted ethically and lawfully with your airlines.
Instead I have been given the worst customer service experience.
Details Bragg / David Anthony Mr
SYD KUL TRAVEL INFORMATION
19 Oct 2017 13:00 dep
19 Oct 2017 18:50 arr
SEAT 38D
-------------------------
KL-KTM
9 Oct 2017 19:55 dep
19 Oct 2017 22:30 arriival
seat 8C
Flight Boarding

---
As mentioned I have been heavily inconvenienced. I have had my bag with my clothes, religious idols/items, medications, etc all gone to UK.

As I had no alternative but to return on the MH flight due to no bookings on the 19th on other airlines, I am seeking an apology if you can be kind enough.
Or something in a way to show that M. Airlines will listen to my grievance and let me use their airlines again in a few months.

I am flying back on this itinerary and want to be impressed by your generosity and customer service. They are wonderful as they are
I want to be made special or given a better seating or anything that will make my journey one to remember by...

Thank you. David Bragg [protected]@skymesh.com.au [protected]

🇮would like to complaint over 24 hours I still not yet received my luggage, can someone help to follow up?... 🇮call to Manila terminal 1, the phone they give to me is no one answer, 🇮don't know what you all doing.., 🇮always take mas but 90% my luggage will be delay!... Can feedback to management about it? And if my item got any spoil, 🇮wamt to claim it, Thanks

My detail as below :
Booking ref : vy36kl
Name : lim chia lian
Date :15 Nov 2017
Pen to mnl (transit at kul)
Fight : Mh 1137 + mh 0806
Early morning fight 6.25am to 12.20pm

My husband has just made a reservation for the both of us to Singapore and his card has been charged twice for his booking with a system error prompt. Even that, his booking wasn't confirmed. Requested to cancel and he was charged a penalty! Can someone please attend to this? It's very frustrating. The website is down with several system errors! Please fix this.

My LHR--KUL flight (8 November 2017) was late so my luggage did not make the KUL--MNL (9 November 2017) flight. When I arrived in Manila I went to the carousel and filled in a PIR form. I was assured the bag would be delivered that day or the next and that I would be telephoned. Neither of those happened. The next day I called the number I had been given [protected] -- not available. I tried Malaysia Airlines through the central number at Manila Airport. Not answering. I tried the e-mail address [protected]@mas.com.my -- no answer. I tried Twitter and Facebook. Here I did get some replies but obviously from low-level call center operatives who had no idea what was going on. My correspondence with them was useless. My inability to call anyone was extremely frustrating and worrying. I wasted a whole day trying to get some sort of response. I thought the flight I took was quite OK but the experience was ruined by the terrible way you handled the lost luggage. The bag was eventually delivered after 36 hours. That's a long delay, but that's not the main problem. Why is your customer service so pathetic? Why do you give out numbers that don't work? Why do you bother having Twitter and Facebook accounts if the people manning them don't know what is going on? Why do you give out an e-mail address that no one answers? I used to travel Malaysia Airlines a lot when I lived in Singapore and was looking forward to flying with you again but it seems you don't care about your customers.

Hi Team,

Hope you are doing good because I am certainly not going to let you enjoy your comfortable stay and travel at home or abroad.

You guys ruined one thing that was very dear to me and nothing can ever bring that time back nor heal the damage you guys have done over the past 1 week. Starting from delayed flights, Misplayed luggage, Misbehaving staff, No info regarding connecting flight, No accommodation provided, Damaged luggage etc.

We had a lavish wedding and everything was superb, the year passed quickly and it was time for our 1st Wedding anniversary. We both decided to visit Singapore celebrate it on the Royal Caribbean cruise. Tickets, Hotel, sightseeing everything was booked. All was done except the Flight tickets. We made the blunder of booking our travel with Malaysian airlines. Return tickets were booked under the name of Jaspreet singh Lamba and Simerpreet Kaur on 19th October 2017 via MH191.

So let's start the Harassment done by Malaysian Airlines on us:

From the start the flight was delayed by about an hour but I was optimistic that these things happen quite often so no harm done. We reached Singapore via the connecting flight MH611 at about 10:00 AM. We were happy and were looking around going through the various Duty free shops that were at our disposal. Shopped a lot and then passed immigration and reached the Baggage line to pick our luggage. After waiting for around half an hour our luggage didn't arrive. All the passengers came picked their luggage and left but ours didn't arrive. Somebody asked us to visit the lost baggage counter. We tried reaching out to Malaysian airlines but their was nobody we could talk to. There is a third party by the name of "dnata" that was handling your complaints for you. When we inquired our luggage we were bluntly replied " Your luggage didn't arrive!" and "Huh Didn't arrive ?" was my reply. When I got a bit frustrated with their attitude the Dnata representative said " This is Singapore, You're luggage is in Malaysia. Go, talk to Malaysian Airlines" We were handed a complaint no and were informed that this is quite often with Malaysian Airlines and your luggage will arrive in the next flight. We waited at the airport going from one Luggage belt to another and our Driver who came to pick us up left without picking us up. We checked every belt but no our luggage didn't arrive. We were in such a hurry because we had to reach the Singapore port as we had a Cruise booked that was supposed to leave at 04:30 PM. We waited till 01:30 PM but our luggage was nowhere to be found and Dnata had no clue. We hopelessly left for the Port without our luggage, No clothes, No Undergarments, No Shoes, no toiletries, nothing to support us though the Cruise.

We went to the cruise empty handed, Our 1st marriage anniversary and we had to be in the same clothes for the next 3 days. The Diamond necklace that I bought for my wife, which I was supposed to present her on our anniversary was in the luggage. No gifts exchanged, same clothes every single day, no toothbrush, no toothpaste, had to wash the undergarments every single night so that they can be worn the next day.

You guys ruined our anniversary, the one thing that nothing in the world can compensate for. The amount of humiliation I had to go through while wearing the same clothes for 3 straight days, you can't even imagine. We were in the cruise and missed on all the parties as they we were for Formally dressed. We stood near the pool but couldn't take a swim, we were near the spa, sauna but couldn't use them.

Is this the kind of service you guys provide ?

This is how you treat your customers?

Why don't you use the following tagline" WE KEEP YOU SAFE, EVEN FROM YOUR OWN LUGGAGE".

Wait, Wait, Wait... If you think this is over, you are wrong. The harassment and embarrassment continues...

On our way back we were bound on the flight MH620 on 27th Oct 2017 at 04:35 but again the flight was delayed for around 2 Hours. We informed the Malaysian Airlines Personnel that we have a connecting flight from Kualalumpur to Delhi. You guys assured us that the connecting flight would wait for us at the Airport so that we could board. When we reached the Kualalumpur airport at 07:10 PM, we found out that we flight had already left. We were stranded, nowhere to go, Around 27 people were in the Airport with nowhere to go. We went to the transfers department and were assured that they would provide us with another flight so that we can reach home. We kept on waiting at Airport but nothing, no flight was provided. At around 12:00 AM Midnight we were informed that we would have to board the next flight to Delhi that would leave tomorrow i.e. 28th Oct 2017 at 06:50 PM. Till this time no food, no accommodation was provided. Then few food vouchers were shared and information regarding our stay was provided. We got to know that we would be staying in Pullman Hotel which was a few miles away and would provide us an accommodation, food and basic necessities. We went to have dinner and when we reached the immigration counter, we were not allowed to exit the Airport. We were told that you can't be given transit Visa and have to go in for Visa On Arrival. For which we were asked to pay 7000 Rs per Head. When we went back to the Malaysian Airlines counter we found it to be deserted, nobody was there to assist us.. After about 45 minutes some official came to the counter and we inquired about our accommodation to which here reply was " I am new, I don't know anything, don't be angry at me".

After repeatedly inquiring and requesting her to arrange an accommodation, at about 04:15 AM we were given rooms to stay. After waiting at the Kualalumpur airport for about 9 Hours we were given place to stay.

Enrich Team: Is this how you are going to Enrich the customer's experience.
Marketing Team: Try using my experience to market your airlines.
Media Team: Please be ready to reply when I put this ordeal on Social Media.
Lost Baggage Team: Keep Loosing Passenger's Baggage, That is how you would stay in business.

Thanks a lot for the wonderful experience that we had and ruining our Marriage anniversary. I assure you that I would do my best to spread the message and make sure nobody whom I am connected to travels via Malaysian Airlines.

Dear Sir/Madam,

Attached herewith our GCEO - Mr Aznizan Bin Hussein's UOB Credit Card transaction with Malaysian Airlines, the said six transactions were fail to purchase any air tickets via your website after he entered his credit card information. AND we has submitted the dispute forms with his banker - UOB, they has claimed that these would need your side to reverse the transaction, thereafter, they can only refund his credit card.

Your prompt action & attention is much appreciated.
Tel : [protected], Ext. Huang Lee Ming

On 2nd Nov 2017, I've received a text messages from Malaysia Airlines stating that they changed my flight from 29th Apr 2018 to 28th Apr 2018 (BKI to PER) and from 6th May 2018 to 5th May 2018 (PER to BKI). I bought 3 flight tickets on this date. The purpose i bought Malaysia Airlines is because of their direct flight. However, they change the flight date as they wish (note that this is not the first time). I must not change the flight dates because 5th May 2018 is my wedding and my dad suffers from back injury. Hence, a direct flight is necessary on the 6th May 2018. 5th May 2018 is not possible because that is my wedding day. I truly hope that Malaysia Airlines will change back the flight dates to the original one. Or else, it is not even fitting the purpose i bought Malaysia Airlines. And it affects everyone's schedule who already bought those dates. It totally doesn't makes sense to change the flight dates as they wish because people chose the dates that suits them the most.

5 hr delay, then flight cancelled
My husband and I was on flight mh132 from auckland to kuala lumpur on 11 november when we were told it was delayed for almost 5 hour, later it was cancelled outright after we have spent over 6 hour at the airport.

Chaos, then more delays
The mas staff at auckland airport seemed at a lost of what to do for a long time while they waited for instructions, avoiding eye contact with passengers. At last we were told to find our way back to immigration, to reclaim our luggage but was given the wrong direction so passengers went around in circles until finally staff got security to pry open a door to get us through the other side. By the time we got to the hotel, a new day has started. It was 7am!

Incommunicado
Nobody told us anything after that. We didn't know there was a bus coming to pick us up at 12:30pm the next day. I accidentally heard it from the a lady who was advised by her travel agent.in the end, there was only 5 people in a big bus because nobody was told anything about transport and we were so late getting to the airport because the bus was waiting for more people - people who didn't know there was a bus.

Missing luggages
To top it all off, when we finally got to jhb via kl, our luggage weren't there.in fact, we were told our luggage were still in auckland. My husband's medication for his high blood pressure etc is currently still in the checked in luggage and we are both still wearing the same clothes we left auckland in as I am writing this.

I hope you get the picture, please do something. I don't think you realize what malaysia airlines has put us through, and we're still waiting for our luggage, as well as a letter from malaysia airlines confirming there was a cancellation so we can get a refund from our hotel.

Frustrated passengers

Dear Sirs

My Wife and I flew Business Class to Perth on Friday 10th November (MH001/MH127).

Unfortunately I have two issues.

Seat Allocation
Having reserved seats for my Wife and I in advance, when the Boarding Passes were issued we were allocated seats 3 rows apart. This is unacceptable for a 6 hour flight. My Wife was quite distressed as she is a nervous flier.

Luggage
When arriving at Perth, after nearly 1 hour of waiting at Baggage Reclaim, we were told our Luggage has not made the connecting flight from Kuala Lumper to Perth. How can this happen flying Business Class?

We have incurred some considerable expense purchasing clothes and items to tide us over until hopefully our luggage will arrive today.

I purchased Business Class seats to ensure this didn't happen so I am bitterly disappointed as it spoilt what should have been an wonderful experience.

Hi,

I was traveling from Bangalore to Siem Reap on Malaysia Airlines MH0764 on 1st of November for a conference in Cambodia. The luggage was delayed more than 24 hours and faced many challenges during the days in conference. I didn't have any dresses for the meetings, and had to present in the same dress which I was wearing on the journey. I have waited more than an hour in the airport searching baggage, but even the baggage company at airport was clueless on my baggage status. They have asked me to contact in KL for the details. I have received the baggage more than 24 hours delayed on next day. I have contacted at KL airport while returning back on the compensation mentioned in the portal, interestingly they have asked me to go out and complain in Lost & Found office outside airport even though I have explained them that I don't have any visa to enter Malaysia.

I am a patient of severe OSA, and need to use Auto CPAP machine everyday while sleeping. The machine was packed in the luggage, and hence couldn't sleep that night. The next day my blood pressure increased more than severe stage, and it affected the whole day while I was in the meeting.

I request you to contact Malaysia airlines for immediate action.