Malaysia Airlines
Reviews and Complaints

Date: 17 December 2021
Flight: MH197
Dhaka to Kuala Lampur

Name of air hostess: Chin Hei (or Chen Hui)

I had cut my fingers while entering the aircraft and upon being seated I asked her if she could find me some bandaids. She said, ‘Later!' (In a very rude manner)
Later she kept walking along the aisle for some work or the other but would not get me the band aid. I showed my fingers to her, they were raw and I was in a lot of pain. I reminded her again, she didn't comply.
Then after meal service when she was offering tea/coffee, I requested her again, she almost shouted and had a very angry and irritated look on her face and told me, ‘Maam, I have service now!'
I was literally shocked, I have travelled so many times by Malaysia airlines and have never received such horrendous attitude for a crew member. Later, because i was in so much pain, I asked another cabin crew and he was nice enough to get me the bandaid within minutes.
Band aid is a very basic fast aid kit, it wasn't like she would have to do a lot of searching for that, plus nothing justifies her rude behaviour.
On my next flight from KUL- Melbourne the crew were very nice, they even gave me tips on how I could reduce the pain on my fingers.

Good morning,

After multiple calls and being on hold for over hours, I'm finally logging a complaint with regret. I usually travel with you guys and have never experienced such bad customer support. I've been trying to reschedule or worst case cancel and refund the money for my two way ticket. I've been stuck in Melbourne due to COVID and have been trying to go back home to India for medical treatment, but seems like i'm getting nowehere. I'm 60years old and need to get medical treatment for my blood pressure with my doctor atleast now for peace of mind, rather than going to GPs here.
Pease note that i've approached my agent as well and I usually book directly, but this should be no excuse to treat me otherwise. I travel often every year and would also be looking at getting a frequent flyer card. I hope I get a response asap and not put back in the queue for more delay to return home.

I hope you consider my request and cancel /refund or reschedule my ticket. I do not expect anything but good customer service. Please get back to me asap and sort out my issue. Thank you kindly

NAME : NIMMY ANAND
BOOKING NUMBER - AMADEUS : P7JTFM
AIRLINE : MH P7JTFM
CONTACT EMAIL : jennifer. [protected]@gmail.com
CONTACT NUMBER : [protected] (Melbourne, Australia).

I purchased a Malaysia Airlines (MA) return ticket on their website on Oct 13, 2021. I was flying in from New York to Malaysia on Oct 19, arriving in KLIA on Oct 21 and then taking a domestic flight from KLIA to Alor Star on the same day.

On Oct 15, MA emailed to let me know that my flight was cancelled so I called their global office and had my flight changed to the next flight out of KLIA, leaving on Oct 22 to Alor Star (the next day).

I arrived in KLIA, was refused entry by the immigration and took the next flight back to New York on Oct. 22. When I got home, I got in touch with MA - a few times. The first time, I was informed by their customer service to put in a Submit Supplementary Documents request, then another person told me to submit a MH e-voucher request. I did but was told I was considered a 'no show' so my ticket was considered 'used'.

I have yet to use the return portion of my ticket dated Nov 16, 2021 but MA considers it a 'used' ticket. The ticket I bought was an 'Economy Flex' ticket which stated that I could get a refund without a fee, but MA is saying that since I was a 'no show' for the first sector (Oct 22), I don't have the right to cancel the unused sector and get a refund for this portion of the ticket. They're saying that a return ticket bought with MA is in fact a one way ticket, in the sense that you have to use it or lose both ways. Preposterous and unbelievable but it happened.

I would like to know if this 'questionable practice' is in fact allowed and if not, I would like to know what action I can take against MA and this despicable practice of ripping customers off.

On 17 August 2021, I have checked in online for my flight on 19 August 2021 MH4 0950 from Kuala Lumpur to London and my checked in baggage showed 35 kg baggage allowance being an Enrich Gold Member's extra baggage allowance as attached.

However when I checked in my baggage at the counter at KLIA on 19 August 2021 the counter staff said my baggage allowance is only 20 kg and no extra 15 kg extra baggage allowance! I showed them the screenshot of the checked in baggage allowance which showed 35 kg and also my Gold Card Membership but the counter staff refused and asked me to pay for the extra 15 kg baggage amounting to RM800! I was very stressed on the ignorance and inconsistency of your airline counter staff at KLIA for denying me the extra 15 kg baggage allowance ! Hope you take prompt immediate action to investigate my complaint on the counter staff and reply to my email address: [protected]@kqks.com.my. Thank you

TICKET REF:
Booking Id: VQ9W2D
e-ticket no:[protected]
Name of passenger:Raghavendra Chincholi Krishna Murhty
Melbourne to Bangalore via KL
Travel date:9th Oct 2019 14:55 hours

This is in regards to the above travel on MH148 to KL from Melbourne.

It all started when I went to the Malaysian Airline check in counter only to found out that they cannot check in my ticket.
The reason they gave was my last name did not match the passport.
Unfortunately Indian passports do not contain 'Middle name' and I had omitted it in the last name while entering the ticket details in Budget Air.

The checkin staff gave me no options but finally told me to call the travel agent Budget Air to change the ticket.
I then started calling Budget Air and after numerous attempts I got the call connected and requested them to change the ticket but Budget Air kept on insisting that only Malaysian Airlines has control of the ticket and can change it.

After much pleading with the Malaysian Airlines check-in staff, they gave me the reservations number.
I then started calling the Malaysian Airline reservations number and again after multiple frustrated attempts, I got connected to the Malaysian Airlines reservations staff who put me on hold for several minutes and then said they can change the name only after I send the scanned copy of the passport and pay relevant changes. By that time the check in counter was almost closing and I requested the check in staff that I am in touch with reservations and they are going to change it. I immediately sent the scanned copy of the passport to the reservations email id.

Overall after spending almost 3 hours pleading and calling various people, the reservations said it takes another 5 mins but check in staff did not agree and the check in counter hours was closed and I was told to return and my trip was cancelled.

The check in staff in-spite of all this of no help forthcoming and closed the check in counter.
I understand their pressures and deadline they have to maintain schedule but ignoring a customer in crisis and showing no empathy is a very bad customer service experience.

I did not get refund from either MAS or Budget Air and this incident has left me traumatised. Please help me if any sort of compensation is possible to reduce my trauma.

I wanted to change my flight detail out of Melbourne to Colombo as I could not travel on the 21st March 2020 due to Covid travel restrictions.

I called the airline on Friday 23rd instant but I was told that the ticket money has been refunded. I would like to inform you that I have not got any refund as stated.

Hence, please let me know the details of the transaction, date and amount to recheck with my Bank.

Await your early reply

Thank you

Benedict Antony Visvanadan

Booking Ref . NE3KAX

Hello,
This mail is regarding the processing refund for the canceled flight ticket. Since the agency, "make my trip" (I booked the ticket) is not having enough information of process refund from your side. Therefore, I am contacting you here to get help. Kindly process to refund the amount for the ticket that I booked and canceled by the airline.
INFORMATION:
Booked by "MAKE MY TRIP"
Reference ID: NN2013554547138
Name: SPARSH KUMAR SINGH
PNR Number: LFZNDI
Flight: MH192 (From Kuala Lumpur KUL Kuala Lumpur Intl to Bengaluru BLR Kempegowda Intl
Departure Time: 21:40 Arrival Time:23:20
Date of Travel:03/03/2021

NOTE: KINDLY START MY CANCELLED REFUND PROCESS AS SOON AS POSSIBLE, AND SEND REFUND PROCESS MAIL TO MY AGENCY "MAKE MY TRIP" BY INCLUDING MY MAILING ADDRESS WITH MY AGENCY IS [protected]@yahoo.com. KINDLY DO LET ME KNOW IF YOU WOULD LIKE TO REFUND AMOUNT DIRECT TO ME. IT WILL BE MORE CONVENIENT TO ME. THANK YOU

booking ref:
RUAARB/1B
QOTYUE/1B

MH158 - 13APR2020
MH157 - 21APR2020

BOOKING AGENT : SX78AAY

Ticket numbers:

232 [protected]
232 [protected]
232 [protected]
232 [protected]

Dear Sir,
My frustration is my travel agent have told that my tickets above are non-refundable despite the cancellation of the flights due to covid-19 travel restriction. I still wanted the full refund hence reason this complaint and request.

The reason why I only written today is, all this while, I told the agent that I dont mind travelling after the covid-19 is cleared and when MH resume the flights. Appreciate if your management can re consider a full refund as these are our hard earned money with the wishes to perform Umrah. With the refund, we all could use the same money to travel to Makkah when time and situation permit. I do hope that you would understand our predicament.

I hope to hear from you soon.

Rosli
[protected]@yahoo.com

I have been trying to call Malaysian Airline Call Center for the pass 1 week and the call center is uncontactable. Computer voice message ask one to log on the website but the website refers you back to call center.
I have booked an international flight which was cancelled and rescheduled. I tried to cancel the flight via online "managed booking" but surprised to see no refund for cancellation!

I was due to fly back to Kota Kinabalu on 8/3/2020 on MH2640; 1600. I missed the check in deadline and had to purchase another passage via Malindo (cheapest compared to MAS & AirAsia) at RM460 before including admin charges.

My filing a complaint is by no way, to blame anyone for my failing to check in on time. I should have planned better but due to timing of my travelling to KL Sentral to check in from there, I was challenged to do it on time.

However, had I been advised properly, I would not have missed the check in deadline. Please find the following chronology of event:

2.13pm - Bought a KL Express ticket to KLIA and proceeded to MAS check in counter thinking that I was in time to check in my luggage. There was no queue at all and I approached the MAS Business Class Counter to ask whether I could check in. The ground staff at the counter told me that I missed the luggage check in deadline of 2hours before the flight. Hence she told me to proceed to check in at the MAS counter at KLIA.

2.40pm - The KL Express left the KL Sentral Station after I waited for 15minutes for its arrival. By this time and if 28minutes later, I knew I would miss the check in & luggage check in deadline of 3pm. I quickly tried to check in online (deciding that I would skip checking in my luggage since I would not make it for the counter check in) and found that I was too late to check in online even before 3pm.

3.10pm - KL Express reached KLIA and I quickly headed to the check in counter, I hope with a 45min window I would still be able to check in.

3.15pm - KLIA MAS ground staff told me that I was not in time to check in at all although she did help me check.

My reason for not checking in earlier in the day or even before the day was that since I had the intention to check in my luggage, I would still need to make sure I check in early via the counter for my luggage too.

My frustration is that, the MAS ground staff would know all these facts and able to advise me the best way possible so that I don't miss the check in deadline. Giving me alternatives and helping me with making my decision (maybe advising me against checking in my luggage and just check in at the counter right at KL Sentral) so that I wouldn't have to miss my flight and purchase another ticket back to KK. If this is the best service that could be given at the Business Class Counter, I wonder how it is like to be if it was at the Economy Class counter. I find more frustrating that there were no passengers checking in at all during the time I was there. So what was the rush not to take a bit more time to help me think through my journey and managing the check in? Totally unprofessional, not to mention my disappointment that MAS having prided and recognized for its great service, its reputation could be tainted by this one simple lack of care and attention. I expected better of MAS! Kindly explain why I have to endure this and I expect to be reimbursed for additional cost that I have to bear because of this lack of professionalism. Please buck up MAS!

I boarded a flight from shanghai pudong to KLIA on 11th Feb 2020. Flight number MH387.
The following is my info:
Name: Mr. Tan/Teck Kooi.
Passport number: A50541619
Flight date: 11th Feb 2020
Flight number MH387
Time of flight : 0215hrs.
E- ticket no: 232-[protected]
Airline booking reference: RRT76G.

Upon my arrival at 805am, I only retrieved 1 luggage. My other small luggage, a small duffle black Mercedes brand with fragile stickers was not found. Inside the bag is an electric boiling pot.
I hope you can track and return my bag.

Thank you

TK Tan

Referring to booking number #KUN5AC under Winnie Choo mobile [protected] from Kuala Lumpur to Xiamen. Ticket purchased on 31 Jan.. I called the service center today 11 Feb around 4.30pm for refund or change. Spoken with Shaun, unfortunately this is non refundable because the ticket purchased after 28 Jan. No one expect the outbreak growing so fast and getting worst, if I knew I won't fly with MAS airlines. Do the airlines consider this as force majeure? and revise the waiver policy? I requested to speak with a management could help me on this but the answer is no because he is the only person in charge. Is this a service center? but I dont get a solution or answer or help? Shaun told me to wait, may be the new annoucement will be out by next few days of the revise waiver policy.

I missed my flight Kuala Lumpur to Sydney along with my mother and sister on the 5th of February 2020 due to the Airline neglegence, I didn't receive a notification for check in or boarding for my flight and I had just gotten back to Kuala Lumpur from Dubai and was jetlagged, my mother and sister were not well, and when I realised I had missed my flight and called Malaysia Air I was forced to pay an extra $1350 AUD to be put on the same flight the next day although I begged to have the fees waived, and to my knowledge if someone misses their flight and aren't very late they are entitled to be put on the next flight.
I paid a total of approximately $4000AUD for 3 tickets initially and I believe it was their neglegence which caused my missing the flight, Emirates Air for example always ensures notification on the email and app for their passengers, whereas in my case I didn't get any, although I have the app on my phone and had a strong Wi-Fi connection the whole day. I also would like to point out that I contacted the airline before the plane take off and they rejected my idea of coming to the airport to be put on the next flight.
I would like a refund on the additional fees and believe I paid enough originally for me to pay extra due to my being unwell and not informed about the flight taking off.
Even their email confirmation of my ticket is laid out in a way that the passenger overlooks the flight taking off on the 5th and focuses on the 6th which is the day of supposed arrival to Sydney but is easily mistaken as the departure date which is another reason why I became confused.

Subject: Re: GTS02010-11/2019/NN [ ref:_00D90i2ac._5000o2kqypc:ref ]
To: CUSTOMER

Please see email trail below. Siti in customer Services has Not responded to my last two emails asking for some form of compensation which I believe I thoroughly deserve. I'd like to fly with you again & will be looking to fly more frequently to Perth via K.L. if possible. If you can't refund part of the fare or offer a money off voucher I'd be happy for you to add a reasonable amount of Enrich points to my account.

I look forward to hear from you asap.

Regards
Michael Mortimore

Hi Siti

Many thanks for your prompt response.

However, I strongly feel that my treatment from your Customer Support agents was truly dreadful.

I was quoted a ridiculous rate over over £1, 000 to start with then down to £561.90 & suggested that I may be able to rebook myself online cheaper.

I was told that the rate quoted was good for me to come back & book & on record.

I went online on my small mobile phone & saw the best rate was £545.03 so I went back to customer services & another agent who quoted the £1, 00 + rate again.

She said the rate had gone up since my last conversation 20 minutes earlier so I asked her to request that the potential agent Dee rang me back which she did & I then rebooked at the £561.90 rate.

My treatment by both agents was overall dreadful & particularly the second agent who didn't believe my story & I had to plead with her to ask Dee to call me back.

Yes, missing the flight was my genuine fault but MAS Customer Care was truly dreadful.

I would ask you to escalate my case to a more senior member of staff to evaluate.

I work in Online Media & engage in a lot of Social Media including: Facebook, Twitter & Instagram & will be quite happy to share my dreadful experience with your airline if I don't receive some sort of genuine apology & compensation ( maybe a free one way flight or a discount off a package ). I'm only fighting for what I believe is fair.

I look forward to receiving your reply.

Regards

Mike Mortimore

On Tue, 19 Nov 2019 at 06:35, CUSTOMER wrote:

Note : "Please do not make changes to the subject line to ensure that all correspondence on this subject can be easily traced. Thank you."

19 November 2019
GTS02010-11/2019/NN

Michael Mortimore
Email: mike.[protected]@gmail.com

Dear Mr. Mortimore,

Greetings from Malaysia Airlines. Thank you for your feedback which we received at Customer Care. Following your feedback, we would like to clarify on the issue raised and hope will offer clarity on your concerns.

First and foremost, our apologies for any unpleasant experience faced. We note from your booking - reference number WT3BB4, you had inadvertently missed your inbound flight MH126 on 13 November 2019 connecting with MH004 on the next day due to the confusion of MH126 flight timing. Unfortunately, the ticket has now been remarked as No Show by the system.

With regards to your feedback regarding the cancellation of your return flight, please be guided that when the traveler does not perform the first leg of their travel did not reissue the ticket to use only the return portion of their ticket, the indication of ‘No Show‘ on the flight would result in the automatic cancellation of the booking.

Depending on the ticket terms and conditions, ticket can be reissued into a new travelling date. We note that you have been quoted a new fee to use the ticket which is inclusive of a no show fee, change fee and fare difference. However, you have purchased a new one-way ticket under booking reference R5TWO6 instead as the fare is cheaper. Regrettably, we are unable to accede to your request to refund the difference between the new ticket and the fare quoted to make the changes.

On the matter of staff efficiency, we take note of your concern and following your feedback, kindly be informed that a copy of your feedback has since been forwarded to the department concerned for their appropriate action in highlighting more training to ensure passenger is assisted accordingly.

Once again we deeply regret any unpleasant experience caused as a result of this. We assure you that we will continue in our earnest endeavour to improve in order to provide our passengers the service they expect and deserve. We appreciate the opportunity to address the concerns for you and look forward to for many more opportunities to serve you better in the future.

Thank you.

Yours sincerely
For Malaysia Airlines,

Siti Nur Anis
Customer Relations

http://mhexperiencedelight.my.salesforce.com/servlet/servlet.ImageServer?oid=00D90000000i2ac&esid=0180o00000nXYCK

ref:_00D90i2ac._5000o2kqypc:ref

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...

I Mrs Diane Blair and Mrs Shirley Mitchell were booked on flight MH774 on the 29th November 2019 from Kuala Lumpur to Bangkok. This flight was delay by apx 4 hours which caused us to miss our pick up at Bangkok. This very much disrupted our time in Bangkok. I understand that we are legally entitled to compensation for the flight delay. I do not have the booking details but I have both seat numbers on this flight. They are [protected] and [protected]. I look forward to a prompt reply and compensation for this inconvenience. My e mail address is [protected]@hotmail.co.uk.

RegardsDiane Blair

Hi My name is Ang Choon Boon, i have booked a ticket early of this year. Due to emergency, i have to cancel the ticket & rescheduled my flight.
During my call to few operators let me misunderstand, last minute at 11.45pm 19 Dec, i finally make it clear & decide reschedules my flight from JB to Bangkok as last time, operator told me alrdy expired because take some times to confirm the ticket.
This make me very disappointed, because for this ticket i have call many times in this year, by today i have talked with 3-4 operators, everyone told me is before 12 midnight have to book the ticket.

my hp is [protected]
ticket no
[protected] JB to bangkok

Thanks for your time

Hi my family and I flew from brisbane to KL and thereafter to New Delhi. To begin with the first flight was delayed from 9:55 a.m. to 12:40 p.m. causing us a lot of stress and a lengthy wait at the airport. We were caused undue stress regarding our connect to New Delhi due to the delay and none of the Malaysia airlines staff could give us any idea if we would get our connect or not. On arriving in KL we were rushed to our connection however our bags never made.

Kindly note as informed to your staff on multiple occasions my father's heart and uric acid medication is in those bags. His dosage for the journey was supposed to last him till the 13th which it did but since then he is off his meds due to your negligence. Furthermore emails (to Mr. Prakash Pandey) and phone calls go unanswered. At the airport we were assured the bags would reach us by the 13th. However calls made on the 13th to the number provided was left unanswered only to get a call back stating it would be 5 to 6 working days.

You all are putting my family members life at risk due to your negligence and I am in a good mind to take strict legal action against you all.

Nancy Pereira

My parents were travelling from London Heathrow to Adelaide via Kuala Lumpur on MH0001 departing on 5th December. Unfortunately whilst in the air, my father suffered a massive stroke and upon landing in Malaysia was immediately transported to Putrajaya Hospital with my mother. Unfortunately Dad has since passed away and Dad's body was repatriated back to the UK last night. Once the plane landed, Mum advised that all passengers left the air craft and then the ambulance staff came in to move Dad from his seat into the ambulance. Mum was aware that there was a male who may have been ground staff and a female crew member of staff taking pictures/video of my father. This is totally unacceptable and was very disturbing for Mum. I dread to think where those pictures/videos will end up but in essence they recorded a male dying. As this was a major medical incident upon board your aircraft, you will have notice as to what staff attended the incident and should be able to track down those individuals and reprimand.

We have since rescheduled Mum's flights and my husband is travelling from Australia to meet Mum in Kuala Lumper and then flying back to the UK with her whilst I will return to Australia. At no point have Malaysia Airlines showed any compassion in this and we have just had to pay out hundreds of pounds to make the changes/buy flights etc in what is a very upsetting incident.

As you may appreciated, this is a very upsetting and distressing time for Mum. I have travelled from Australia to support Mum as she is elderly and hard of hearing. Mum's booking reference is UPAUSA and my husband's Mark is PU5VUT. They are now departingn on Tuesday 17th Dec on MH0002 Kuala Lumper to London Heathrow. If you can please find it in your heart to show compassion it would be extremely appreciated. If at all any complimentary upgrade would be appreiated. I have also reqeusted additional luggage allowance to allow Mum to get Dad's possessions home but they want to charge around 1400 MR which is a disgrace.

Any support you can provide would be appreciated but I look forward to receiving feedback as to why/who staff felt it appropriate to take pictures/video of my father dying in the aircraft.

Regards
Tania Sowter

Kind regards

Poor customer service of ground check-in crew @ london Heathrow.
Customer: Ling yee Lee
Flight details: MH0001
LHR to KUL .
Seat: 28G
Departure 2125
Date: 5th Dec 2019.

I would like to complain about poor customer service at London Heathrow.

I brought 3 luggages, weigh them at home, below 25kg, however, when i weight in the airport:
1 big bag, prepared to check in, weighed at 28kg.
1 small bag 16kg, i am prepared to ask my friend to send back to home in london.
1 small back pack with pc bag in there - they wont allow me to check in, despite the weigh is less than 7kg and the it's not bulky and can fit in the cabin allowance.

The cabin crew were rude and unfriendly, they didn't represent the MAlaysia airlines that are warm and smiley. They sounded as if we are criminals for carrying extra luggage.
The extra charge, i ask how much, that crew have no idea. She only asked me to repack. After repacking, the big bag is 28kg, i requested to check in and to be given the boarding pass. However, the manager (Sophie) & the crew (With her braces on) insisted of weighing my check in luggage, and at barely 8kg they refuse to pass me the boarding pass, despite me assuring that i will reduce the weight and sort out the other extra baggage( either sending it back home in London or via freight).

I have abide to below 30k, and I have the3 right to get my boarding pass, but they withhold it against the policy.
After i sorted out everything and rushed back to check in counter, it was almost closed . Despite me arriving 2.5hrs before flight time, the whole ordeal took a long 1 hr, and almost make me miss my flight.
I saw some of the customers boarding the same flight, carrying 3 full luggages, and i really wonder if they are not more than 7kg.

I would like to complain about the poor, unfriendly ground crew that really poorly represent the image of MAS that i once proud of. I would like to complain about the unfairness of your staff treatment.

I would like to ask for full refund of the fare that i paid for that trip. Or to investigate the whole ordeal .

my OSPREY KYTE 46 red backpack is spoiled and CLK vision handle the case. they got the backpack on 10th November 2019.

what i am angry is because. just now (7th December 2019, 10.39am) a lady from OSPREY official dealer in Malaysia called me and complained to me, saying that: she had waited 2 times at the shop for CLK to send over the backpack...but CLK did not send th backpack

from what i see, CLK is super lazy and irresponsible in this case. I feel that CLK is just putting my backpack behind their store and let it rot. although it is not directly MAS issue, it is still very disappointing to deal with MAS's agent