Malaysia Airlines
Reviews and Complaints

Flight MH2614, Dep KUL to BKI, departure 2.00pm.. After arrive KK Air Port, my luggage was missing at 4.50pm. Im going to ask at luggage service (MAS/BKI).. Staff tell me my luggage dont have any status, then, they promise to call me again and go back hotel. Until 11pm, im still waiting and come again from my Hotel Marina Court Kota Kinabalu to KK Air Port, they told me my luggage still at KLIA Air Port, im so sad and unhappy with that because tomorrow I have some important Programme with Minister at Felda Sahabat, until now i dont have any suite or any doc for my meet.. Too much important for me and unsatisfied with MAS Service, also dont have any customer recovery.. Im lost many important things, money, time and my programe..

Dear Sir,
On Tuesday November 7th) we were scheduled to fly on MH1140 from Kuala Lumpur to Penang at 11.15am. On the way to the airport we were stuck in terrible traffic and became concerned we would miss our flight.
We called Malaysian Airlines to ask their advise. We told them that our GPS forecast we would be at the airport by 10am. They said very clearly that as the gate would close 60 minutes (ONE hour) before the flight, we should change our flight. So we did so, at a cost (below) of 227.9 Ringits (x2 people).
When we reached the airport, we went to the check in desk only to learn that the gate would close only 20 minutes before the scheduled departure. So of course we had no problem catching our original flight with lots of time to spare. Below as well in the Electronic Ticket Receipt, it is clear that the gate closes 20 minutes before departure. Had we been told this right away when we called Malaysian Airlines, of course we would have had no problem and would not have changed our flights. We only changed the flight because Malaysian Airlines gave us wholly incorrect information.
We insist on being refunded the 445 Ringits Malaysian Airlines charged us to change our flight for a later flight (which we never went on anyway). It is clearly Malaysian's fault that we changed flights. All they had to give us was the correct information and we would not have made any changes. When we called later - from the airport - your agent said that yes, indeed, they encourage people to be at the gate an hour early. However this encouragement/recommendation is a long way from a rule - if the gate closes 20 minutes before departure, nobody can say one HAS to be there an hour earlier. In fact when we got to the gate at 10.10am this morning, the incoming flight hadn't arrived and the gate was not even open yet.
Please refund our money. In any case, we will be informing our credit card company that Malaysian lied to us and to reverse the charge.
Sincerely,
Philip Nurick

My Booking Reference SHOCB6 and SH99XR. Flight from Labuan to Miri and KL.

This is amazing just before I board the flight from Labuan to Miri at 5.47am I received SMS notification informing the Miri to KL flight has been re-timed. We checked with Labuan airport they said can't do anything. Arrived Miri we quickly go to your MAS office to ensure our next flight from KL to Penang can be arranged (Booking Reference SJNHX4).

Believed, from your system record. We managed to get out next flight arranged.

Unfortunately, 11.09 we received another re-timed notice for Miri to KL

How many Re-Time in a day? This is really ridiculous. With this my KL to Penang have to change again. Now I only reach Penang 12.20am the next day.

We are traveling due my mother in-law who pass away this morning 12.28am. we are rushing back and now all your flight schedule changed according to your liking.

I am hereby making an official complain and what compensation to my family due to your operations on the Re-Time at your convenience?

I am expecting a more responsible response from your organization.

Mr. YAP Kok Chung
[protected]
Kokchung.[protected]@gmail.com

Hi my name is Margi Shah and I travelled on Malaysian Airlines on the 27th Sep from Mumbai to Auckland on MH195 & MH133. My airline confirmation number is WE35BC. I was travelling with my sister Anokhi Shah. Our bags were delayed coming to Auckland and I had informed the baggage services in Auckland that I was travelling out of Auckland the very next day and I needed my bags. They could not give me a date and time as to when my bags were arriving. We had to go out and buy clothes the very next day as we did not have anything to wear. It was a very embarrassing moment. We also had food that we were bringing into the country and due to the delay the food got spoilt and had to be thrown away. It is extremely disappointing as we were bringing that for our niece for her birthday. I had emailed a complaint through to the airline however did not receive any replies from Malaysian Airlines. I would definitely like a followup on this as to why the bags were delayed, why I didn't get a reply on time and what Malaysian Airlines are going to do to compensate for the expenses I incurred.
My 2nd complaint is about when we were leaving from Auckland. We changed our ticket to leave on the 8th of November. We were served by 3 different staff at checkin at Auckland Airport due to some repacking being needed. However, we delt with one particular person whose name is Rachael Matthews, she also refers to herself as Mafi. She was utterly rude and very unprofessional. While serving us she was rude and dismissed another passenger who was just asking her to speak to a travel agent regarding some issue. She wasn't willing to give us her name either. She told us that if we wanted to get on the flight we can but she won't give us her name. I had a look at her name badge and got her name from there. We would like a written apology from her. I work in a customer service environment aswell and I know very well how customers are meant to be treated.
I have to say this is not the first time my family has experienced bad customer service in relation to Malaysian Airlines. I really hope you can change something so that passengers get the best experience when flying. We pay alot of money and save up to go on holidays but it gets ruined when our first step of the journey is so unpleasant. I am expecting a reply from someone asap.
My email that i would like the reply on is [protected]@hotmail.com. A contact number [protected].

I am supposed to be on my honeymoon in Bali with my husband. But instead waiting in the sama sama express louge in kuala lumpur airport. Never have i felt so angry towards an airline considering i have travelled in East Asia several times. This was the first tme using malaysian airlines and certainly the last! Horrific customer service skills with little help. When we asked for help at a 'help desk' for Malaysian Airlines we got summoned to the check out desk as the lady there could not be bothered dealing with us. Check out lady at the desk told us false information and we ended up at the wrong hotel. As we eventually reached sama sama express we were told to go back to the desk to retrieve our vouchers. Considering we have to stay a night in Kuala Lumpur due to the original delay on the incompetant Malaysian Airlines, subsequently meant we had to wait another 4 hours in Miri Airport due to the delay. My anger againt this airlines has reached beyond and you need to sort out your customer services out as soon as possible! Thankyou for ruining my honeymoon!

Selamat petang,
Saya ingin meluahkan rasa tidak puas hati terhadap Mas Airline kerana mengubah masa penerbangan saya secara tiba-tiba tanpa kehendak saya sebagai pelanggan yang mempunyai hak memilih masa penerbangan mengikut kehendak saya sendiri dan apabila pembatalan telah dibuat Mas Airline memaklumkan hanya boleh memulangkan RM78.92 daripada jumlah sebenar tiket yang telah ditempah melalui online RM702.92 termasuk insurans..Adalah tidak adil dan memalukan kerana syarikat besar dan terkenal didalam negara membuat tindakan seperti ini..Pohon kerjasama pihak atasan Mas Airline membuat pemulangan sepenuhnya kepada saya secepat mungkin kerana ini adalah bukan kesalahan daripada saya sebagai pelanggan

Just arrived at your lounge in Kuala Lumpur after a long flight from Amman. What a disappointing lounge. There is very little comfortable seating in fact there is very little seating overall. We didn't bother having coffee as there were only paper cups, just more to go into landfill. Similarly there are no glasses and only paper plates. You obviously have no concern for the environment. It gets worse when one discovers there are are no toilet or shower facilities.

As business class passengers we pay a lot for our aircraft seats with decent lounge facilities being expected.

Hi My name is Mr Herling Wowor Untu August. I was travelling with my wife Mrs Henny Ating on Flight MA 767 flying from Ho chi min city to kuala Lumpur
time 19.35 take off 22.30 pm Arrival. Date 27-10-2017

We have tried to complaint about our experience at Kuala Lumpur Airport on the [protected] but we were advise to complain directly online.

Our experience started while we were on board in the air. My wife needed to go to the toilet urgently so she went ahead even dow food was being served as she couldn't hold for very much longer. Ones next to the trolley she ask the flight attendant if he would help her to get by like we have done on million other flights. As the plane wasn't full it was easy to move the trolley let the passenger go into the empty seat and move the trolley back and let the passenger go to the bathroom. Instead the flight attendant with a high voice told my wife that she needed to be seated as the belt warning sign was on. She explain that she really needed to go and could not hold it any longer and ask if he wanted her to do her business on her seat. I have to also clarify that my wife answered him in such matter as he wasn't polite but actually quiet rude. So After her asking if he wanted her to do her business on her seat he reluctantly let her by.

On her way back from the bathroom she politely ask if he could move the trolley to be able to get by back to her seat. He turn around and told her to sit in the back of the plane pointing his finger with a authoritarian aggressive tone. My wife being handle in this way told him that she wanted to go back to her seat. If he would have ask nicely explaining that he needed time to do his work my wife would have complied with no problem. But to point his finger and order her to sit in the back with a loud voice was a extremely embarrassing moment for my wife. She started to call my name which luckily I didn't ear, and then only then he decided to let her by. My wife was so angry to have been treated so rudely that she was in tears. She tried to keep her voice low in order to not alarm the other passenger but he elevated his with no care in the world. Which became very embarrassing when other passengers look around at her. Ones seated next to me she explain to me what had happen. I decided to report the incident to the female flight intendant to make them aware of how there passenger was being handle. We were advice to report to the senior flight attended but waited but nobody came. So ones we had landed we waited for the other passenger to get out of the aircraft and we went and explain what had happen. We really felt as our story didn't interested them a bit. The flight attended Nyak Zurimin was not ask to come to apologies to my wife but decided to shout from a distance I was just trying to do my job. You should have let me do my job.

Conclusion. We have been flying for many years all over the world on all kind of airlines. This is the first time we have been treated in this way. It is a very unfortunate and unnecessary experience that did not need to happen. With a little bit of courtesy and politeness this incident could have been avoided.
There is no words we could use to explain what my wife had to experience on your Airlines. The fact that Mr Nyak Zurimi did not apologies for the incident show a lack of professionalism. We own multiple restaurant and are in the service industry and handle our client accordingly.

The name of the flight intended is Nyak Zurimi his name was given to us by the other flight intended after we had applied quiet a bit of pressure. If needed we also have a photographed of the MR Nyak Zurimi.
We are expecting a respond from you.
We understand that what is done is done and nothing will aliterate the experience but we do hope that our complain mhyt help other passengers to not experience a similar treatment and also for the reputation of your company.
Yours sincerely Herling Wowor.

I was traveling from Bangkok to Yangon and had transfer through Kuala Lumpur on 5th November 2017. When I arrived at Yangon airport collected my luggage and reached at hotel. It was looking okay from outside but actually someone broke my lock during flights only. It's an expensive luggage bag and now it's gone. Also it seems that Simeon looked through my stuff. Am not able to figure out what is missing because I didn't packed my bag. Will be clear once am back at home.
I would like to know how is that possible and what should I do now ?
It's such a terrible experience and am so worried as I have my return flight tomorrow back to India with Malaysia airlines again.
Please help me.

I have completed online check-in the day before i fly to Kuching Malaysia Airline flight MH2520 to Kuching 11:00am flight from Kuala Lumpur. When i arrived at the check-in counter to drop my luggage on 10:10am on 8 Nov morning, the lady in the counter told me that i can go in but the luggage cannot go to the flight and after few mins negotiation with her on domestic flight closure should be around 45mins, she is not listening and told me to go to counter 9 for the next action.

So i went to the ticket counter to purchase a new ticket on evening flight and at the same time get a standby ticket to board on next (2pm) flight.

What makes me very disappointed and felt very unfair to MH customer and traveler is when i saw the standby counter allow/permit the people waiting at the standby counter to check in include their luggage and on board even though is 40mins (1:20pm) before the flight time.

As malaysian, this kind of situation might happen but please improve this especially on the counter services (i have also queue about 5mins in the bag drop counter when i was informed that i am late and not allow to board the flight because of my luggage).

Please also show me that the luggage or bag drop counter will be close 60mins before flight time. i checked from internet, it clearly shows that "Closure of check-in counter: 45 minutes before departure for domestic flights, 60 minutes for international flights."

Thank you for your attention.

Hi,
I am very disappointing the way I first mis my connecting flight to Bali on 04.11.17 after arrival to Kualalampur . I was sitting at the security gate unaware that there were two boarding going on parallel. No staff was there to inform. Later I was charged for next flight.

2nd on my way back on 07.11.17 from when I deboard at kualalampur for my next flight to Delhi, I realize that I left my sunglasses at seat. I immediately rushed to information counter and Airline counter but they hardly bother and finally told that they found nothing. Even when I inform them in a couple of minutes.

This is the worst experience with any airline so far.

Hoping for some positive result.

Regards
Anil Tushir
Booking Ref NL2IK8
[protected]@gmail.com

Dear Sirs,
I booked a return flight from Muscat to Kota Bharu between 7-12 Sep. 2017 (booking reference # KJ34V3). First, the flight was delayed more than two hours and when I arrived at Kota Bharu I did not find my checked in Bag.
I did a report at the air port and they told me to wait till 11.30 in the night to get my bag, but it did not come. They then told me to come at 9.30 in the next morning and also it did not come.
They then told me to come at 5.30 pm on Saturday at lastly I found the bag on that flight.
These are the required documents:
Booking Reference Number: KJ34V3
E-Ticket Number: [protected]
Property Irregularity Report (PIR)/Delayed Baggage Report Reference Number: (KBRMH21739) 08SEP17/1207GMT
Name: [removed]
FLIGHT/DATE: WY821/07SEP/MH1396/08SEP
Baggage Tag Number: WY18-12-20

I have to buy to attend my conference after I lost nearly half day out of three. I here claim a compensation by the company for the problems it caused for me.

The bag also was delayed on my way back to Muscat
PIR report number for MUSCAT: (MCTWY41758)/12 SEP17/0907GMT
TAG NUMBER: WY923309
FLIGHT/DATE: WY822/12SEP

I am very upset because I am a professor in college of medicine and I was going to attend an important conference in Kota Bharu, so I had to buy cloths and other thing to be able to attend the conference. I lost the morning sessions (8 am-12 pm) of the conference as I was looking for my bag in the airport. These sessions were very important.
I am here asking for a compensation by the airline because it was not my fault and because of the upset that I get. The staff at Kota Bharu were not helpful at all.
Another issue regarding this flight:
The return flight from KBR to KUL was booked as 6:45 on 12/9 to catch the flight from KUL to MCT at 9:30. but the flight was canceled and they offered me another flight from 18:05 on 12/9 and they did not change my flight to muscat and this was a mis-connect, so I tried hardly to call anybody and finally I was offered the flight from KBR to KUL at 18:05 on Monday 11/9 and this was another problem as I have to cancel some of my programme at KBR. When I arrived KUL I asked to catch the connection flight on Omanair at 9:20 pm but the staff did not accept and instead they offered me a hotel which was OK but the delay costed me a lot.

I also ask for a compensation by the airline for this unaccepted change that they made.
I contacted the company earlier and I got a response from Nurul Hidaya Md Sakri and she asked for R&D form which I completed, more than one month back and I did not get any response. She is not even replying on my emails. I am here complaining about all of these issues and please advise me what to do as I am going to take the legal actions as per aviation standards.

Many thanks
[removed]
Assistant professor
[removed]
Telphone number: [removed]

I have been checking the price for Sydney till the time the advertisement was launched and until now BUT there is no such price in the system. I wanted travel Sydney on 6 Dec and return on 11 Dec, as with the travel period mentioned in the Ad. However the price is showing near 4k . The customer service told me that this price is subject to availability. Then why MAS did not put this in bracket and cheating customers. Such a disappointment with Malaysian Airline marketing.

My wife and I were seated in Business Class 17A and 17C. I hour after take off the door adjacent to our seats emitted a loud banging sound (metal clanking). Indeed it was very loud and completely overwhelmed the ambience and intended luxury of traveling with a highly rated Malaysian Airlines in Business Class. He cabin crew were in particular the Chief Steward M Tan. Instincly, we were first concerned about safety and made no fuss about the discomfort and duress. My wife and I took sufficient sleeping medication to overcome the fear and discomfort. Except for the Satay service, we tried to sleep through this ordeal without any other meals.
We were provided ear plus to ease our discomfort.

To the Management of MAS, we were told that this problem had occurred several times but never this loud. Please get it fixed. Sometimes my wife and I real on business class on Long haul flights to indulge ourselves with some comfort and pampering for when we travel... it's the journey and not the destination that matters most times.

I recently travelled from Bangkok to Delhi with connection at Kuala Lumpur. Our Baggages were supposed to reach Delhi on the same flight, 29th Oct 2017 at 10PM in Night. We checkin the luggage at Bangkok Airport and were given the bag tags to collect directly from Delhi DEL Airport.

Flight No
MH0789 - BKK - KUL
MH0190 - KUL - DEL

Travel Date - 29th Oct 2017

Passenger Name -
Amandeep Singh Trehan
Yashpreet Kaur

But when we reached we came to know that the baggages were left at Malaysia Airport Itself.

"Oh God, Are you serious, am I travelling in bus or train, Even they care for the passenger luggage."

After filling up the baggage claim form we were being assured the call back by next day morning by 10:30AM -11AM Max. But who knows it was just a trick by the Malaysian Airlines and the Air India SATS to ask us to leave the place and gave the assurance of our baggage intimation by tomorrow morning definitely.

Now the real trouble started, No call or intimation for more than 24 hrs after baggage loss. Tried to contact them on their 3 different number [protected] (24/7), 011-[protected] / 29 (9-5PM). And guys you will be amazed to know none of the person picks up the call at all the given number. Oh [censor], even worst than any domestic call centre startup, even they picks the call.

I keep on trying calling them continuously and No one was picking and after 30-40 attempts someone picked the call. I asked the reason for not picking the call. This was the reply i received.

"Sir we have 4 phones installed here only 1 person to answer on those". So is this my fault or the customers who booked their flight from Malaysian Airlines. We don't care how many staff you have or not, we want the call answer thats it. Don't give dirty reasons.

So till now after approximate 40 attempts 1 got 1 reply on call. So i was asked that it will come in todays night flight same time and i can collect from airport since my spouse had the flight very next day to Dubai.
So around 9 PM in the Night i tried to call them again and this time on the 24/7 Number and nothing could be worst than this. Same thing No one picking up the call.
This was really frustrating and Annoying.

Then we got the message from the same number
Inline image 1

This is the customer service response of an International Airlines. When you were supposed to intimate me in the morning and i am asking about the status in Night at 9 PM, i am getting the reply of i will confirm you by 11:30 PM.

Inline image 3

Now if i am ready to come to collect my luggage as i have my flight next day early morning to Dubai, will i wait for courier Guy to send after 3 days now. I already mentioned them about my priorities.

Inline image 4

Inline image 5

Now after reaching the airport at 11:30, I kept on begging the airport authorities to ask any members of Air India SATS team to come and meet me outside the airport. I request multiple time on the messages to pick my call, "Pick my call plz, plz come to Gate 4, plz Come" and everything . Literally these people let us beg in front on them for the luggage.
Multiple SATS people passed and enter the gate and nobody bothered to help to just call SANDEEP SAINI, Team lead of Air India SATS for Lost Baggage Queries and all, He made the report yesterday night for us. They pick call 1 times and don't reply for next 25 times.

Lets now switch the focus on the email reply, Could you expect anything better on email, Clearly NO. 2 Days NO reply on emails too.
People Looped on on Emails
mhdel.[protected]@malaysiaairlines.com, sandeep.[protected]@aisats.in, dhiraj.[protected]@malaysianairlines.com, anneliza.[protected]@malaysiaairlines.com

Inline image 6

All I appreciate is the Police Authority at the Entrance who helped us well and were asking the Staff at Airport to call Air India SATS staff from inside who could listen to us.

Luckily we got all our 4 luggage at around 1 PM and this time one of the Bag as unzipped. Holy [censor]. Nothing worst than this.

Few Open Question Team
Why the Malaysian airline don't bother about their customer and treat them like hell.
Why i had to call enormous time to all their customer service number.
Why they had the baggage complaint number if they cant pick those call up.
Why NO replies to any of the emails
Why 1 bag was in open zip condition.
Who will pay for the business loss that occurred due to delay in baggages as my spouse missed her makeup appointments due to this

Few Snapshots attached for the call attempts and the customer care details shared the SANDEEP SAINI Air India SATS

After a couple of hours in the air had to turn back to Heathrow at 1am. Disembarked plane after being stuck on plane at 2am. Had to get luggage off place and queue for immigration. All placed in good accommodation for the night. New flight to KL sorted however connecting flights took 5hours to sort out if you were lucky. Unlucky people queued for that long to be told they can't get flights within a day. In my case transit in KL 8 hrs after being in Heathrow for nearly 24hrs. Reached destination whole day late.
Flight out of Malaysia more trouble. Domestic flight delayed takeoff so on landing had 20mins to get train and go through immigration and security. Again delayed takeoff this time for 45mins with no warning until 40mins. Delayed landing but pilot made up time so reached destination near ETA.
Waited at luggage only for ALL luggage to be MISSING. Now playing the hoping and waiting game for a whole day after.

Malaysia airlines stewarding also noticeably in decline. Stewards were great and personable. Stewardesses declined in general standards. Made you feel bad for asking for a drink. Kept bashing trolley into seats. Not smiley or happy considering their job is to fake politeness. Even with children and parents the stewardESS seemed not patient, the stewARD lovely and caring. Also very lazy precious stewardESS who couldn't serve drinks away from aisle. Made you stretch over each other. Basically the male stewards up to standard, the female unless you were a white male, very stern and moody.

Date:30/10/2017
Flight No's : MH 0762, MH 139
My mates and I had confirmed flight tickets to fly home from Phnom Pen to Adelaide via Kuala Lumpur. However our flight was rescheduled (Phnom Pen - Kuala Lumpur - Sydney - Adelaide) without any prior notice and this left us with no option but take the rescheduled flight. This negligence has costed our time from work, business and other obligations.

At the time of our arrival at Kuala Lumpur from Phom Pen, we requested to see the manager who was in charge at that time but the ground staff had no regard for our plight. This goes to show that manager or person in charge was not willing to help us.

I am very disappointed and hope that MAS will address this matter seriously and come up with a fair and reasonable solution for the loss and undue hardship caused.

Thank You
Chris Sobey
Adelaide

This is the worst flight delay experience by far. Flight from Penang to Shanghai on the 2nd of November was supposed to be 5.45 am delayed to 12pm and the transit was further delayed from 7pm to 9pm but the plane only took off at 10.30pm. Ended up arriving at shanghai at 3am in the morning and had to take a 2hr cab to the hotel. I was having an important meeting the next morning and barely had enough rest. The return from Shanghai was again delayed by an hour and the transit from KLIA to penang had to be reschedule to the next day. We were provided accommodation at an extremely low cost hotel. 0 hygiene. Bed sheets with blood stains and old rotting furniture. I'm never ever taking MAS again. No wonder they are running out of business.

Dear baggage service,
Landed on malaysia at 2:35 pm, and your luggage service is amazingly need 1-2 hour to have all the bags ready?
Now is already 4 pm, and the status is still first bag status, that means you might need another hour for all the bags arrive?
C'mon la, why can't it be more efficient? Passengers don mind to wait, but not 2-3 hour for a baggage right.

Very disappointed with the service. My flight supposed to depart at 6.40pm then they delayed to 7.20pm, now the stuff is telling me that they the flight can't make it and have to delay to 8pm and ask us to change gate from one end to another end. This ridiculous because us to walk from one end to another and let us wait for so long and wasting my time. I demand for a compensation.