Malaysia Airlines
Reviews and Complaints

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.

Flight from Sydney to Mumbai. Layover at Kuala Lumpur for 1 Hour.
Flight : Sydney - KL - Mumbai (MH122 / MH194).
One of my luggage is still untraceable (Tag Number : MH760408).
It has been 05 days now. I have filled MBQ form and whatnot.
Pathetic staff at Mumbai Airport, No response. after 20-30 calls they pick up once and put on long holds. And then say, We have no idea where your bag is, we will send a mail and update. But no response.
File Reference : BOMMH16374 / 28 Oct 17
Name : Aakash Kapoor
Flight : Sydney - KL - Mumbai (MH122 / MH194)
Number of Bags : 01
Tag Number : MH760408

I had a flight booked through Mann Travels from Melbourne to New Delhi on Tuesday, 3rd October 2017 which I could not board because my sister was admitted in Calvary Hospital in Canberra on 30th September 2017.

Flight Details are below:
PNR : JBQZUY
Ticket number : 232-[protected]

I called Malaysian airlines in the first place who asked me to contact the Travel Agent (Mann Travels).
I then called the agent and requested my seat to be put on hold.
The agent from Mann Travel told me that I will need to send an authorisation email to cancel the seat and then call them before 5th October to get the ticket reissued. They also told me that there will be a charge of $305 plus the fare difference.
I asked the agent to waive off the charge and treat this as a a one off special case because of my sister being sick and in a hospital.
I even sent a letter of proof signed by a Doctor from the hospital.
The agent called me back the next day and told me that the airlines refused to waive off the charges.
I was completely shocked by the response.
I believe I had a valid reason to request a date change without any penalty.
I think this is disgraceful service for an airlines that has been operation for such a long period of time.
I was already quite stressed due to my sister being in the hospital and this issue made it worse for me.
I need urgent action to be taken and my money refunded as soon as possible.
This is definitely not the way to treat customers.
I would have never requested for the money to be refunded or the Date Change Fee to be waived if I would have changed the date for some random reason.
I requested the fee to be waived because my sister was in the hospital.
Please refund my money as soon as possible.

If you need proof that she was in the hospital then please reply back to me
[protected]@yahoo.com.au and I will email my e-ticket and letter from the hospital.

Malaysia 616

Departure: 07:15 pm
Seat: 02d business (confirmed)
Changi intl arpt (sin)
Terminal: 2
Duration: 1 hour, 10 minutes
Nonstop
Arrival: 08:25 pm
Kuala lumpur international arpt (kul)
Terminal: main terminal
Confirmation: m45n85
Status: confirmed
Air frequent flyer number: aa-109ae08
Aircraft: boeing 737-800
Distance: 196 miles
E-ticket
Meal: meal-I was served a chicken sandwich and within four hours I was deathly ill. I was taken to the hospital with uncontrollable vomiting and diarrhea and was severely dehydrated. my colleagues did not eat the sandwich, this was the only difference due to working together all day in singapore. I was sick and lost a day of productive work, paid for private hospital 4 hours and medications. I want to know what malaysian air is going to do to help me recover my losses? I fly almost weekly and this has never happened to me before. this was the first time I have flown mh and it will be the last. I am an executive platinum one world customer and gold status with cathay pacific. I would appreciate a response to this complaint.

Rosie patterson
Regional director, asia pacific
Laerdal medical
+1.254.223.4200
Rosie. [protected]@laerdal.com

This is my 2nd complaint.
My email was totally ignored.
I will not let this problem go away.
If you do not answer me by 9 November 2017, I will go to your Brisbane Offices and cause total chaos there !

I am a One World customer, flying a lot around the world for business.
But I am extremely unhappy with the treatment I received from your airline on 30 October 2017.
I had all experiences FROM HELL on your airline.

I wish to bring the following to your attention, and request some urgent answers, please.
a) I booked and paid cash to fly Bangkok to Kuala Lumpur (flight MH 789) on 30/10/2017. (My e-ticket number was 232-[protected]).
b) I booked and paid also cash to fly Kuala Lumpur to Perth (flight HM 127) on 30/10/2017. (My e-ticket number was 232-[protected]).
I allowed 2.5 hours between these 2 flights.
c) I also booked and paid cash to QANTAS (QF650) - to fly 9 hours later from Perth to Brisbane. My booking reference was SULY16.

When I checked in at Bangkok Airport on 30 October 2017, it was total chaos :
a) The assistant was extremely unhelpful. I had a very decent request : to booked my luggage directly to Perth. Both flights would be on the same airline (Malaysia Airlines). In the process, I would not have to pick it up in Kuala Lumpur, recheck it again, go through customs again and fly further ON THE SAME AIRLINE (Malaysia Airlines) to Perth. She refused without any reason, telling me to pick it up in Kuala Lumpur and recheck it again for Perth.
b) Then your flight MH789 left Bangkok TWO HOURS LATE ! There were zero announcements about what this chaos was about. Every passenger had to sort out personally with the staff at the boarding gate, about leaving time.
c) I went to the boarding staff at the gate, pleading with them to book my luggage now directly to Perth, because the flight was already 2 hours late. I warned them that they will cause my missing of 2 more flights (MH127 and QF650). They refused to help me.
d) On board flight MH789, I pleaded with the flight attendants to warn Kuala Lumpur Airport that this flight (MH 789) will arrive 2 hours late. And that I need airport assistance to reach my connection flight (MH127). They refused to help me.
e) In Kuala Lumpur, the baggage belt broke down, adding another 30 minutes to my crisis. So I missed my flight MH127 to Perth !
f) Only after I became HYSTERICAL in the Kuala Lumpur Aiport, two ladies helped me. They were DM NORIDAWATI OTAMAN and CSO LUCIANA AK AHIM. They were at least very friendly, sympathetic and helpful. It took them more than one hour to help me. They rebooked me on MH123 to Sydney and then onwards to Brisbane. I am them very very greatful. Please thank them on my behalf for calming me down and helping me a lot.
g) I booked and paid Malaysia Airlines CASH, because you are a ONE WORLD MEMBER. And because I love the frequent flyer miles and status credits that I can get on my Qantas Membership number 3790477. Even google promised me that I would get miles and status credits on Qantas, if I use Malaysia Airlines. But when I tried to claim these 2 flights (MH789 & MH123) - my request was refused any of it ! I got ZERO miles or status credits. And I would like to know : WHY NOT ?

I am therefor extremely UNHAPPY with Malaysia Airlines in the many ways that I was treated :
a. Before my 1st flight.
b. During my 1st flight.
c. After my last flight, for not even receiving Qantas miles or status credits.

Kindly inform me what you are doing to my complaint.
Regards,
MR COERT BOTHA.
QANTAS FREQUENT FLYER NO 3790477.

My baggage was mishandled while travelling with Malaysian airlines and I faced financial loss due to the delay caused in the formalities. The same was reported via email to their team along with the bills.
I received an apology email (Email ID: MHDEL.[protected]@malaysiaairlines.com) and was asked to share the Account details for compensation of US $60 towards baggage mishandling on May 24, 2017. The details were provided but it's been 5 months and I haven't received the compensation. Moreover, revert to my reminder email is also awaited from their end.
Apart from the service issues, Malaysian airlines don't even have a stand for their commitment.

My father booked flights in january saving for years for a one off trip to Australia booking Business class Then he was diagnosed with cancer in march. To be told that if he wants to travel with this flight he would need to pay 3225 Pounds for each flight on top of what they have paid already.
I have asked on compassionate grounds can they use the money they paid in Jan 1800 pounds each to travel economy as being pensioners they cannot afford too pay any more money. I have e mailed on numerous occasions and Malaysia haven't had the decency to reply. There flight is only available until 29th of october being held for 6 months and now my father is too fly after his cancer treatment. Malaysia basically have no compassion as my parents cannot afford to pay this ridiculous amount of money. After this experience my parents are devastated to lose there money paid for there flights and holiday to visit family in Australia. You would obviously ask claim off there travel insurance well they always get insurance but nearer the time od travel as they were going to fly in April but to be diagnosed with cancer in march that was the least on there mind. They would be so happy to be able to use there Business class flight for an economy seat with the money paid too be told No I feel it is outrageous.

We travelled through Malayasia airlines from Mumbai to Bali and had a very bad experience. The flight was extremely cold and we were not provided with blankets even on a 9 hour journey as there were only a few available. We also got no food even though we had paid and booked for a meal but by the time they got to our seats the meals were over and so were the soft drinks.

After such a long and uncomfortable journey we got out of the flight only to find out that our luggage was left behind at the Mumbai airport. The staff was very rude and uncooperative. They refused to give any kind of help or compensation. We saw another traveller travelling with Singapore airlines get compensated right in front of us. When asked why we could not get the same, we were told that the other traveller's flight ticket was more expensive. This is completely unreasonable and disrespectful. We had also paid the full amount for our tickets and were not travelling for free. The staff refused to acknowledge our needs and inconvenience or even come and have a conversation with us.
Very disappointed with the services and behaviour. Would not recommend Malayasia Airlines to anyone.

My flight been reschedule out to 23rd Dec from 22nd Dec due to flight cancelled but when search from web is showing SOLD OUT but CCS just give the reason as website refreshes every 24 hours on the availability ( which is totally not acceptable as purchase ticket few month earlier but not last minutes ) .

Request change to 21st but wonder why MAS request for charges RM 150 indeed MAS can simply reschedule out without any compensation.

End up with very disappointing of this kind of poor service and unfair for customer purchase in advance

I am flying from Sydney to Delhi on 26ThOct2017. The reason I am writing to you I am at airport for you next flight after waiting 4 am till 6.50pm means I am at the air port 14 hrs to my surprise I was told no accomodation can be provided.
please if it is the kind of service provided by airlines it is disgusting
my details Rajni Shawl E-ticket MH232-[protected].
email [protected]@gmail.com

Date: 23Oct 2017
Client Ticket# L5KRC3
Description:
Would like to complain regarding your customer service agent in Manila. Her name is Maria Pavinia (last name not given). The nature of my call is to request for AVML. First of all, I was not feeling as I am suffering from Flu with cough and colds so naturally my patience is a little short than normal. This agent's voice is irate already since the start of the call (hope you have a recording) and I was simply asking for AVML to include in the meal request as I was not able to do it online or with my agent. Then she said, she cannot book it as this is less than 24hrs already! (in a not so nice tone). I told her that's why i'm calling if you can help us book as a special request and told her that you don't need to be rude. She said back to me "you're the one who's rude first!" I told her you were not suppose to revert my rudeness if that's the case but still she said "I already explained to you that we cannot book as it's less than 24hrs already!" that's when I asked for a supervisor and she placed me on hold and was disconnected and tried to call 3 times and she said that she is trying to transfer to the sup line... I asked her where is your supervisor? in the other building? and she said "No, she's not in the other building, she's in Malaysia!" (in a more sarcastic tone)...then again placed me on hold and got disconnected again. I called again spoke with her full name and found out that they are only two of them on shift plus the supervisor who is not allowed to take on complain calls. I asked for her full name as I cannot let this pass anymore.
I hope that you have the recording for this and you can pull out the call and listen to it intently. The call started 12:17pm, 12:28pm, 12:38pm and 12:45pm.
Honestly, this is the 1st time I've experienced a customer service agent talking back to a customer which made me trigger to hit back and return her rudeness. You might want to place her somewhere else as her rudeness reflects how the entire service of the Airline works. If she was like that to me, then she will be the same way her entire shift. If she has a problem at home, she should not bring it at work just to spread the bad vibes that she had.

Resolution: I want her to call me and apologize for her rudeness and place her on anger management perhaps.

To whom it may concern
Just emailing regarding my lost luggage
Let's start with some details

Name Lam, Thi Thai
Flight MH 0139
From Kuala Lumpur to Adelaide
Date of travel 16/10/17
Luggage number [protected]

Here's my story and complain
First, the story
On the 16th of October I flight from Ho Chi Minh city to Kuala Lumpur then to Adelaide

On the flight, for some reasons, my luggage was lost, I have to leave my son's number to them to contact if they found my luggage . As per the airline, they will be delivered to my house today.

My son was at work at the time, around 1530, but other members of my family including me were at home when the delivery man came, we also open the inner door only the bug screen was closed. The delivery man said he had come to our place, pressed the bell and also knocked on the door yet no one answered him so he brought the luggage back to the airport. He then gave me a ring and stated that if I want my luggage I have to collect them myself in the airport or I will be charged for delivery. Also he advised me to contact malaysia airline to confirm where and how i should collect my luggage without giving me any contact detail. Only asked me to ring to Malaysia airline in Malaysia to find out since they have no office in Australia

Later on he rang me back and said as Malaysia Airline doesnt work on weekends, now he had to deliver it and I will be charged without knowing the fee. He didn't know, but said Malaysia Airline will contact me so I can be charge for it

My complain:
1) It wasnt my fault that my luggage was lost. The time value I wasted is somehow valuable as well as all the trouble of the delaying luggage cause me

2) I have arranged someone to pick up the luggage and not just one but more than 3 people were at home at the time. Pressing the bell and knocking the doors without 3 people knowing is impposible. We also leave the door open, if someone looked through the bug screen even without a try, they would noticing that the door were open, then they would know someone is at home.

3) The manner of the delivery man is unacceptable

4) Now i was FORCED to pay for something wasnt my fault in the first place without knowing how much? In my opinion, it sounds like "losing customer luggage is a good way to make money"

We trust the Malaysia Airline service hence we put our money and life to travel with Malaysia airline, I have to say I'm really disappointed at your solution

I hope we can sort this issue out somehow
Thank you in advance for you concern
Looking forward to hearing from you

Kindly regards
Thai Lam

Dear Sir,
As this is my second adventure with Malaysian airline I was very disappointed at the service provided to us when we were delayed at Heathrow from 10.25 am to 22.25 pm on the 11th of October 2017.
We did not receive any voucher for any drinks from 7am to 12.30pm when we were given our hotel to stay at Ibis so we had to purchase this ourselves.
Also on arriving at KK there wer apparently 2 air stewarts directing us to our re-scheduled flight which was chaotic as some of us were just confused as to where we should go or seek advice. Eventually while we were 80th in line for re-scheduling we called a Malaysian airline rep who told us that she has our tickets and which hotel we should be going to as there was again another delay.
We are travelling back on the 22nd from Kota Kinabalu to KK on flight No: MH2607 and then from KK to Heathrow at on MH 0002 at 23.15 and wandered if we could be upgraded as a gesture of goodwill. This was a special holiday for us as we have ben through a traumatic experience recently and the reason for booking this holiday.
Thanking you in anticipation.
Mr H / JM Beegoo
S.E.n / RNMH/ MBA Oxford University

I was flying
MH 2607
departed from Kota Kinabalu towards KUL
Friday 13 Oct 2017 1645pm
I was greeted NICELY by the lady crews upon boarding (lovely ladies).
However, as I've approched my seat
I wanted to know if there's any more storage available even though that I do aware that it can also be placed underneath the seat.
It is then when I asked a cabin crew who looks seasoned enough, named : MOHD IZWAN
I was just started to ask "ada tak..." and he answered with a very unpleasant tone
unlike how an experienced crew would supposedly did :

"letak je bawah tu. sini semua penuh!
kalau nak! letak depan!"

Yes this may be subjective. BUT I have never lodged any complaints to any airlines before in my life.
This is my first.
I would'nt be troubling myself in this unless it is something that makes me very UNHAPPY with
There are many other better ways in answering a PASSENGER/CUSTOMER rather than using such rude remark.

This is Malaysia Airlines. Not some 'cikai' flight. Or is it now ?

On MH178 on a Boeing 737-800 8/10/2017 (Colombo to Kuala Lumpur) there was a mother and two toddlers sitting in row 11 seats DEF which is the exit row for emergencies. On the other side of the plane there was a young couple and a baby sitting in row 11 ABC. How can fundamental safety issues be so easily ignored, TWICE. I insisted these customers with children be moved to other seats for all our safety. They should have been upgraded to business not shoved down the back of the plane. The on board crew could not sort this out and the ground crew then boarded and made the customer the problem.
Next leg MH141 8/10/2017 into Sydney on descent there was no seat belt check before landing; from my view, four chairs were still in a state of recline and three window shades were still down. Terrible, terrible culture of a lack of fundamental safety checks by Malaysian Airlines.

Dear Sir/Madam,

I would like to make a complaint about the flight MH0783 on Friday, 13 Oct 2017, depart time at 17:05 from Bangkok. I not sure why MAS airline was delayed flight around 1:30 hours. The flight only depart at Bangkok Airport at time 18:28 (Bangkok time). When the flight arrive at KLIA is time 21:20 (Malaysia time), the crews in the flight was inform luggage was sent to Gate H. In that time, I was feel the crew in the flight is professional and understand all passengers’ feel that they try to easy us to claim our luggage. We are received the announcement the luggage will be delay 20 minutes after we at immigration counter, I was feel is OK on that time. After 30 minutes+ over, I still haven’t received my luggage and I didn't receive any update why luggage had be delayed at Gate H. That had minority of luggage from MH783 delivery to Gate H… After 45 minutes of waiting, I was going to Customer service counter nearly to Gate K for asking the status of my luggage. Unfortunately, all staff at counter cannot giving us the correct answer about luggage status and what problem cause the delivery luggage was delayed. I was asked the staff who name Mr Siva to call their manager (Mr/Ms Abidah) coming out to explain the status to us. But their manager is didn't show up, that is make us feel that no responsible about the case, even just only few steps from her office, he also don't want to come out for giving the explanation. I cannot accept this kind of service, is totally didn't take responsible for her team. I was run out my time and I make a luggage delivery service on the counter.
The flight is delayed 1:30 hours from Bangkok and delay luggage claimed over an hours+.
I would like to know how the Malaysia Airline handling in this case, this is totally no customer service quality as all. Addition, my luggage was damaged when I received this morning 1130am.
I was lose my time and my luggage was bend in trip

On the 14th October I caught a flight MH790 from Kuala Llumpar to Phuket. Booking reference - KZD63Z. We regret to inform you that your flight MH790 from Kuala Lumpur to Phuket has been retimed to depart Kuala Lumpur at 17:30 / Oct 14, 2017 and expected to arrive Phuket at 17:45 / Oct 14, 2017.
There was also another email sent re: check in time/gate open.
My question is why was this sent to my EX HUSBAND, who then forwarded to me by email.

We travelled today on 16 oct 2017 from Mumbai to Singapore through connecting flight from kulalumpur Malaysia. We flew from kulalumpur to Singapore from 10.35 to 11.35. A.m but our baggage didn’t arrived until 2.00 pm . We had cruise at 3.00 pm for 4 days from Singapore. We didn’t have any clothes . How can we live without clothes for four days . There is not possibility to buy clothes in cruise . It’s liter harassment from Malaysian airlines . It’s unsafe for me and my family. I have two kids, one of them have type 1 diabetes . Her medicines are also in baggage. It’s very dangerous for her health, so if anything will go wrong with our health. I will take legal action to airlines.

Malaysia Airways canceled my flight from Kuala Lumpur to Kuala Terengganu 13th September leaving no option but to stay in a hotel overnight (ticket no. [protected]/19) Note, this was an Emirates cose share flight operated by Malaysian Airways. Malaysia Airways 'customer service' department are refusing to cover the cost. They have told me to contact Emirates but of course they are also refusing because it wasn't their flight, which makes sense!
I haven't even tried to claim for meals just the hotel but they don't want to know. This was their refusal email..

In reference to your case dated 25th September 2017, Based on our further checks with the relevent departments, we note that you have been reallocate to the new flight which is MH 1336 on the 14th September 2017.

The finding shows that the all of the service recovery have been provided from our end. It was also found that the cancellation of flight was made in advance. On this regard, Emirates should have been notified on the cancellation and any service recovery should be done from their end.

As such, we deeply regret to inform that we could not accede to your request. Hence, it would be best if you could liase with Emirates on the matter of compensation.

Mr. xxxxxx, we hope the above clarifies and we thank you for communicating with us and we hope to serve you better on your future flights with us.

Dear Sir
I had received your about flight changes 2.5 hour prior than the departure time.
As a business class passenger, this was given me such a huge losses.
I already at KLIA when I received this.
I want MAS to reimburse all my losses.
I have loss of a night at Hong Kong, also incur mid night taxi charges from airport to Hotel & also expenses at airport.
I am actually going to attend an Electronic Exhibition fair at Hong Kong & meet with my client who come from various country.
Below was my booking no : T9IT9Z
This booking for 2 pax, my self & my partner.
Details of passenger :
1) Wong Yoon Kiong
2) Phang Sook Kin