Malaysia Airlines
Reviews and Complaints

The following email was sent to Malaysia Airlines on 16 August 2017 as we were advised to do by their call centre. We have received no reply to date.

The subject booking ref LO5R3I is for e-ticket no. [protected], [protected] and [protected]

The above ticket numbers were for myself (Andrew Lewis), my wife (Rachel Lewis) and my daughter (Milagros Garcia Bell).

A few months prior to the trip we discovered that my wife and daughter needed to fly to England early. We phoned Malaysia Airways to try to change the ticket but as it was more expensive to change the ticket than buy a new single, we were advised to purchase a new one, which we did. We were not advised that this would invalidate the previously purchased return ticket.

My wife and daughter then travelled on the 3rd July leaving Sydney on a Malaysia Airways flight. I followed them on the 28th July. When I was asked at check-in where my travelling companions were, I explained that they had travelled earlier on a single ticket and that they would be returning to Australia with me at the original time using the return ticket.

When we all arrived at Heathrow on Friday the 11th Aug we were told that my wife and daughter's flights had been cancelled because they did not use the first part of the ticket (Sydney to London Heathrow).

This was not mentioned to us in the phone conversation we had when we tried to change the ticket, nor at the airport when I booked in to fly from Sydney to Heathrow. At Sydney airport I even explained that we would still all be travelling back together on the tickets purchased above.

Being told that my wife and daughter's ticket had been cancelled and that they were stranded in London without anywhere to stay or a ticket to return home to Sydney was extremely stressful and particularly upsetting for my eight-year-old daughter. We were given no option but to purchase another (extremely expensive last-minute) ticket for them both or remain stranded in London. This was something which we absolutely could not afford to do and had to be paid for by credit card.

We were advised by the Heathrow staff to apply for a refund once we were back home, which is the purpose of this email. We would like a full refund for the two single tickets we purchased at Heathrow.

We are extremely upset to have been put through this experience, which we believe was unnecessary. If we had been given the correct information at any point then we would have made different decisions and would not have had to buy another, very expensive, pair of single tickets last-minute. Neither would we have been subjected to the stress and shock of finding we had no place on the return flight.

The ticket numbers we purchased at Heathrow are [protected] and [protected] which we purchased for a total of AU$2471.02

Please advise us if you require any more information to be able to process this refund back to my credit card.

Hello...i'm very disappinted with malaysia airlines.yesterday 5 sep, 2017 i fly from jakarta to new delhi my flight no mh190 and i lost my baggage and so many times i call delhi airport malaysia airlines office they are not picking my call.please help me to search my baggage and deleiver my home address.from service side malaysia airlines is very bad.my address (shri paramhans advat mat mandir, plot no 9 d 4, ram mandir road, basant kunj, new delhimobile no +91-9999876047or +[protected]

Booking Reference NEOSOY

Received a reply to my complaint today...completely swept it under the carpet, did NOT answer one question raised. Muhammad Najib Mohd Taib is that really the best you can do?
An absolute disgrace, he should be ashamed of himself and the position he holds with the company. Not one question was answered. No explanation given. No apology offered and NO refund on call lasting 1hour and 19 mins.
I am ONE very unhappy customer!
G Smith
Bangkok

Hi

I travelled yesterday on MH0741 from Yangon to Kualalumpur on seat 9D and had to transit to Phnom Penh Cambodia. My flight from Kualalumpur to Phnom Penh was MH 0762 and I had seat 18A. This flight was one hour later after I arrived in KL so there was no rush at all. Although my luggage was checked through till Phnom Penh, when I got down at Phnom Penh airport to my shock I didn't receive my 2 checked in suit cases and now I have no clothes to wear for my tomorrows meeting.

I shall appreciate if you could get me my suitcases both black colour 1) big one with brand name WENGER 2) small one brand name AMERICAN TOURISTER.

I am flying back to London via HK on 7th sept evening and am desperate to receive my bags before that.

Looking forward to your earliest response.

Regards
Luv

Mh2507 s 31aug 4 kchkul hk1 1150 1335
Mh 758 s 31aug 4 kulsgn hk1 m 1445 1540
Mh 751 n 03sep 7 sgnkul hk1 [protected]
Mh2528 k 03sep 7 kulkch hk1 m 1645 1830

Reservation (Lkmvpb)

Dear sirs

Attach herewith some photo & video for your actions. First time, I was sitting so dirty & terrible plane in my life. We have to spend so expensive air tickets you gave us such a bad environment. If you are like any other budget airlines, we have nothing to say.

On 31 august 2017, flight of kl to hcm, my luggage did not arrive at hcm till midnight around 12am I just got my luggage. Do not have any apologize from mas airlines and I need wait for my luggage come just dare to bath before go bed.

And on 03 september 2017, flight of kl to kuching kept re timed from actual time 1645 delayed till around 2130. The reason your staff give us is the weather. On the same day, other airlines can fly according to normal time. What's the actual reason? The plane has been delayed, and your company has not given us any food and drinks for our passengers. Can your company stand in the passenger's position to think about it?

I felt very disappointed with mas airlines. I think we rather take budget airlines than mas.

I flew from Chennai to Penang by transiting from KLIA. My luggage was missing and I had lodged a missing report at the luggage missing counter and the relevant staff provides with details of the contact number to be contacted. I had made more than 40 calls to the given number and it keeps on entering into user busy mode and for the another number no one is picking up the call. What type of customer service has been providing by MAS? This is not proper and gonna miss your valuable customers. MAS have to be more customer friendly and please be more responsible. Please educate your staffs' on the urgency and to be more meticulous when deals with personal properties. Please look into this matter urgently since it will tarnish your remaining reputations.

I recently caught a flight home from Vietnam with my family. It was the worst service I have ever experienced. Firstly our flight was delayed which is completely understandable as this happens but we got told that they had know since that morning that the flight was delayed and we were not contacted. As we had connecting flights this was a massive issue. It wasn't till we arrived in Ho Chi Minh to check in that they informed us and then made us sit in the airport for almost 3 hours to simply put us on the same flight and told us to go to the transfer desk at Kuala Lumpur to sort it out. When we finally arrived at 1am in the morning they meeted us there took us straight to the hotel and said you have to sleep here the next flight is not till 9am in the morning. Both myself and my father missed vital work and university schedules as this now meant 13 hours worth of waiting for flights. If they had been able to inform us of this in the morning when they found out this may have not been as much of an issue. The worst part was they checked us in and sent us straight to our room at Kuala Lumpur - when we arrived in Brisbane we were then told our luggage was still in Malaysia. Once again this was absolutely disgraceful to have been told by almost 3 different staff members that you would have our luggage on our flight and it would arrive in Brisbane. Thirdly, us and numerous other families on the flight were all seated seperately even though the entire back section of the plane was half empty. This is the worst service I have ever seen and I will be telling all my friends and family to never fly with Malaysia airlines. I demand compensation for all 4 members of my family.

Hi Team,

Really need your urgent attention on this. My brother has been flying to HongKong using MH078 yesterday 7.30pm and ask your stupid idiot ground staff whether he can check in his luggage directly to jeju as his destination from HONGKONG to JEJU using HONGKONG EXPRESS AIRWAYS and your uneducated ground level staff said can. As he arrived in hongkong and want to check in, he denied to check in as his name stated under listing with luggage but no luggage with him as I assume the luggage already check in earlier as per your staff did. At the first place why your staff allowed him to check in the luggage to final destination even the final one is not under your airline? and when I call your third party hotline no (which is so ridiculous to call as they only third party for MAS to do tedious jobs like booking ticket no other enquiries they can help) they said HK EXPRESS not under your partnership. Now my brother stuck in the HK airport since 2am and need to buy another ticket to jeju without luggage and with assumption that his bag already arrived at JEJU. Attached is the image for your reference. I think I will make a great news about how lousy your staff service is and please provide the name of your stupid staff as I want to make a big complaint towards your CEO how they should be given proper training before they hit the floor.

Baiti.

Hi
Where is my luggage? I am currently at Philippines. They said my luggage is misplaced in other delay flight which will reach at 2pm so they ask me to go home 1st to wait for it and promised that they will deliver my postpone luggage to my hotel at 9pm but now it is 11pm and no one is answering my phone call. This is so irresponsible. I even paid for big amount RM1026 to increase 10kg but then this lousy services is given to me. I am feeling depressed right now. I am wondering why other airline service calling center can operate for 24hrs but not Malaysia Airline.

Seriously, don't give empty promise if you got no potential. You are ruining my project to my client due to lack of materials.

Did you guys break my luggage?
If yes, just return all the things to me and i don't mind anymore for the compensation.

Thanks and no more Malaysia Airline.
2 September 2017 MH0806

I, Heinrich Graumann, was booked on MA Flight MH 0740 to Yangon, Myanmar at August 16 this year. When I want to board with my boarding card at gate H6 in Kuala Lumpur I was rejected by the clerk who claimed that my papers were not complete and that I have no entrance Visa for Myanmar. I travel often in Asia and know for sure that I get a Visa on arrival but the woman in charge at the counter rejected me boarding anyways. After a painful and fruitless discussion I left and received after immigration procedure my lagguage which was already at the plane. Then I drove one hour by taxi to the embassy of Myanmar where I received my Visa in a one hour procedure. The embassy clerk confirmed again that I get Visa on arrival in Yangon.

After one hour taxi ride back to the airport Malaysian airways wasn:t able to giive me a new ticket at the same day and also didn't reembursed my failed tticket. I had to buy a new ticket for 150$ from Air Asia. Instead 10:25am I arrived at 7pm in Yangon! I lost a whole day and couldn't attend an important business meeting!

Therefore I claim compensation for the lost flight, the taxi costs and for missing a whole day and the meeting in total for 750.00 US $. As you might understand I am totally upset about this incident coursed by one incompetent clerk at the boarding gate! She even refused to give me access to a superior office.

Please get in touch with me that we can agree on the details of compensation and where it has to be transferred.

With kind regards, Heinrich Graumann

Dear Sir/Madam,
I wish to lodge a complaint about your Temp. Ground Staff, Mohammed Farouk ( I think) who was not only rude, unprofessional in his attitude and behavior but truly incompetent in discharging his responsibilities. If he continues to be in employ, I bet MAS will continue to loose loyal customers like when more Commercial Airlines are providing more customer orientated services.
On 2nd Sept 2017, my Daughter was enroute to London from Penang- Kuala Lumpur-London on MH1137 at 7.30a.m and MH4 for her 6 months of Internship. While checking in she has excess baggage of 10kg. Based on past experience, MAS Staff have always been flexible, offered waiver and collect only partial sum for excess baggage as books weigh a ton. However, the Staff this morning was not only even rude in his tone that it was our problem and charging a baggage cost almost 2/3 the price of the ticket but only yelled "shutup" when my daughter tried to reason.
To avoid further deliberation, I requested to upgrade the ticket to Business Class all the way as the baggage allowance will 40kg baggage. And even though there were tickets available he said that wasn't possible for him to do as the ticketing office is in Kuala Lumpur. He was eager to collect USD64/KG for the access baggage but not willing to upgrade the ticket.
This is the worse Customer service I have ever encountered. Unlike other Airlines MAS doesn't allow excess baggage to purchase when tickets are purchases online! My loyalty is seriously dented with this experience

DEAR SIR,

On 31.08.2017 I & MY Husband taking Flight MH2524 12.00Noon From Kuala Lumpur to Kuching. On that morning 7.22am, I received incoming call +[protected], Mr. Bon, he said he is from MAS AIRLINE saying that Ms Teong Kin Phin and Mr. Lam Nui, the flight have retime to 1.55pm. So, at 12.05am, we check in at MAS Counter, the person incharged told me that the Flight i taking alreading taking off. I felt so paniced, So I requested to take the next flight MH2536 at 2.00pm, and we get Penalty RM150.00+RM20.00 per person. The ticketing counter said she not familier this telephone line.

Please handle the case seriously.

i enclosed herewith the prove of my incoming call from that telephone line and boarding pass. my email address :[protected]@yahoo.com.my

Reservation number K7ZDL3 Trip Status confirmed. But when i checked in at the counter they mentioned that i never bought any ticket. i have all the details and MAS had charged my card. The very helpful staff help me to call to MAS to verify and asking to get the same price ticket. But MAS was fail to do this for me. I need to immediately buy a new expensive ticket so i can fly to my destination. I would like to check it out what make MAS cause this failure and i want to get my money return and also the expensive ticket by force to buy 1hour before i fly. This is really a very bad experience for me with MAS.

MAS flight service is racist & appalling!

I have not flown on MAS in a decade because the last time I was constantly ignored, whilst others (Caucasians) were attended AFTER my initial request until eventually I had to make a complaint to the flight attendant in question.

Deciding to try MAS again despite its damaged reputation, I was met with the same racist neglect and rudeness.

On Friday 18th August, KL to Perth Australia on Flight MH127 departing 1950hrs, flight attendant Ms Wong “served” me in seat 14H.

When Ms Wong came with the drink cart offering a beverage, I enquired what was available to which she decidedly and dismissively flicked her hand at the cart not uttering a word.

Obviously, I can’t see into the cart from my seat so I had no idea what was available. Detecting a bottle neck I simply asked for a red wine.

To my horror she then proceeded to serve the Caucasian man in front me opening with the line “Hi, Sir may I offer you a drink of any kind? We have red and white wine, beers, juices, soft drinks.”

I was disgusted. I spoke up there and then and said to Ms Wong “It’s nice how you voluntarily explain what drinks you have to someone else yet when I specifically asked what you have you simply flick your wrist”.

Ms Wong simply said “Hmm” with an indifferent, unapologetic look and proceeded to smile whilst serving the Caucasian.

Ms Wong cannot plead ignorant to her behaviour because I pointed it out. I was so annoyed that I lost my appetite and didn’t even touch my meal.

Ms Wong is rude and unhelpful in a role that ironically implies service, when clearly her demeanour would suit a non-contact role. Her purposeful neglect and flippant attitude embodies and reflects MAS standards.

Feel free to re-visit this letter of complaint as it circulates the worldwide web.

From Seat 14H on the MAS flight that didn’t crash or go missing.

On the 27th august I checked in online for mh4 kl-london departing on 29th august. received message 28th night that flight has been retimed from 9:50am to 2pm. during online checked in I changed my seats to upper deck 36 a, c and d (m6vaao, m6pyqo, q4eyon). all done

I checked in online earlier so that my family can be seated together. unfortunately due to flight retimed my checked in seats are no longer available for me when I get my boarding passes from the check in counter in kota kinabalu.

Mas please explain how can this happen? I have already checked in online successfully yet the system don't work. do not do not live up to your reputation as mana ada system.

Thank you.. faithful mas passenger

Ticket no [protected]
Boarding group A
MH371
BWN -kul
26 august
Business class

Travelled with my husband and there were only 4 passengers in total on business but we waited an hour for our bag on carousel. Everyone else got their bags. Informed baggage attendants twice and when everyone from our flight left then only they took us seriously - we were late for the wedding function that we were flew in to attend -

We were then told a foreigner was operating the baggage and he does not quite understand. The taxi that we had prebooked has also charged us extra waiting fee

I flew economy on the 13th of July MH367 sat on pre booked seat which I paid extra for and the head phone unit was broken. Also the flight was delayed. Then had my connecting to london MH002 again delayed but arrived promptly so no problem and had my pre booked seat. Flew back to KLIA MH003 then to Taipei MH366. I prebooked seats both window and in front. But was given completely wrong seats. The food served was not fit for a dog let alone me. My PNR LO2VJR. Please refund me my prebooked seats I paid for and never got. Also an hour delay sat on a hot plane with no communication or food. A complete and utter disappointment. Complained on the phone to your customer service and agents said there is nothing they could do for me. I need a refund for my pre booked seat from London to Kuala Lumpur and Kuala Lumpur to Taipei. When a person books their seat they should get exactly what they pay for. But not with Malaysia Airlines. Full off delays and nonsense. Also the TV screen was not working on my seat 12F MH366. No comfort or care from your airline.

My name is atul kakkar, I have a flight from bangkok to New Delhi on Sunday 11:05 am, I want to extend my flight to Tuesday, from today morning I am calling on Malaysia airlines customer care number but they don't picked up my phone, it's very busy, I am calling from my international number it's very expensive to call, could you please help me regarding this, my email id is [protected]@yahoo.com, thank you.

Saya chek in di kaunter lebih kurang 2 jam sebelum penerbangan dan dilayan oleh petugas warga filipina. Sungguh lasar dan tidak profesional. Bila sy berckp dlm bahasa melayu. Dia dgn sombong berkata "english only" tak boleh ka bercakap dgn lebih sopan eg. Im sorry madam i cant speak malay. Can we convers/speak in english pls" kan lebih sopan. English petugas pun tunggang langgang, lebih baik budak melayu yg kerja jual beg atau coklat kat kiosk2 dlm klia. Ada ke ckp can i borrow your ic. X pro langsung..Sepatutnya Can i have your id for verification pls.. apasal mas ambik org asing yg kualiti rendah bkerja di klia sedangkn ramai graduan malaysia yg bagus2 masih mengangur.kenapa agung2 sgt pekerja asing yg entah kutip dari mana ckp english pun mcm longkang.. sombong pulak tu, bagus lg english sy yg sekolah pondok. mcm la pekerja asing high skill sgt. Pls answer me mas

Yesterday my father traveled to Auckland from Mumbai with a transit in KL. While travelling from KL to Auckland he missed his phone and few other papers in the front seat pocket which he realised as soon as he stood in line at the immigration services. Whilst he collected his luggage he asked some of the Malaysian Airlines ground staff if he could get this phone back as quite a bit of important information was on it. He travels quite a bit for business so his phone has a lot of emails, letters and so on that contain a lot of sensitive information. For this he was asked to wait while someone boards the place and checks this out. This wait lasted over 3 hours which is I must say insane. After the 3 hour period when enquired again was told the person he spoke to has left for the day. The arrogance and ignorance and the plain lack of care is appalling. We left he airport with no phone and with people assuring that the person whom they spoke to will get in touch with us to let us know in the next few hours. Its mid day today and no information.

The better of all this is that the lovely man who was travelling to KL same flight same seat found the phone and was kind enough to get in touch with his emergency contact to let us know that he found the phone and will post it to us.

The bitter part of this is, what am I supposed to take from this that we travel in unclean planes and that the staff are not bothered about the traveler's troubles and outright lie to you. Disappointing and disheartening.

Although he was disappointed in himself that he left his phone you can imagine this could easily happen after a 16 hour journey with a 12 hour layover period in KL. I am disappointed and disgusted at this attitude and behaviour.

P.S.: I do have the information of the person who said will check my dad's seat for the phone in the airport.