Malaysia Airlines
Reviews and Complaints

I lodged a complaint online on 1/7/17 upon my return from overseas and was giving the acknowledgement number as above. Unfortunately, I have yet to receive any response till date. My case as follows:

We have 2 booking for 4 business class tickets including 2 Enrich Gold members (MH013203660 Chang Siew Sian & [protected] Lim Peng JIn) for Beijing-KL flight MH361 yesterday morning (1/7/17) at 1.30am. Booking reference is KTZDT & KDK0Q. From the booking itinerary sent by Malaysia Airlines, it has stated the previous domestic flight we took from Yichang to Beijing by Air China [protected] arriving in Beijing at 2235 on 30/6/17) before transit in Beijing to MH361 at 1.30am on 1/7/17. Unfortunately the domestic flight was delayed till 11pm. I called MAS call centre before boarding and waited 15 minutes before the call was attended. I informed the flight delay and hopefully MH361 can wait for 4 of us as we estimated the arrival time between 1am to 1.30am. I waited for another 15 minutes on the line before being informed that our delay will be handled when we arrived.
When we arrived in Beijing, it was boarding time for MH361. We rushed to the departure hall but there was no check-in counter available. To our shock is that no one from MAS contacted us or approached us for our delay knowing that 4 business class passengers on transit were late. We have to approach Air China counter and was told that this issue should be handled by MAS and not them and we were asked to stay overnight at the airport hotel and approach the airlines counters the next morning ourselves.

4 of us in which 2 are Enrich Gold Members are loyal customers to MAS but we are extremely disappointed with MAS service in yesterday’s incidence. We pay a total of RM33, 272 for the 4 business class tickets from Yichang – Beijing – Kuala Lumpur but with the delay of the domestic flight, we were totally ignored by MAS and worst is without any service to handle the situation in spite of my call to MAS call centre before the flight.

We have no choice but to buy another 4 Premium Flatbed tickets from Airasia immediately and took the 5.40am flight back to Malaysia. Luckily there were available seats.

With this kind of disappointment we received from MAS, it doesn’t worth our long term loyalty to MAS.

I would like to express my frustration and I hope MAS can improve the service especially to business class passengers who have paid so much for the tickets.

Appreciate an explanation to be given by MAS.

Regards,
Jesselyn Chang Siew Sian

27/6/2017-my husband was travelling from London Heathrow at 10:25am on 26/6/2017 on business class to Penang (Transit in KL). His checked in luggage was unavailable when he landed in Penang on 26/6/2017 (This happened more than once) and thus he requested for his luggage to be delivered to his house in the afternoon when the luggage arrives. However, he was not home when your staff called to deliver the luggage and he was told that your staff will come back a few hours later to deliver the luggage to him at his house. Having rushed home and waited for a few hours, then only my husband found out that your staff has given my husband's luggage to his neighbour without my husband's consent and without being left with any messages to inform him so. We are extremely disappointed and furious at this incident as the luggage contains some confidential documents and we might never be able to recover our luggage.
The disappointment with MAS was further aggravated on our journey home from Penang on 30/6/2017 to London Heathrow. After boarded the plan, I asked for a glass of water as I needed to take my medication. The flight attendant (A short hair Malay lady) who was in charge near my seat pointed at the water behind me (I was not aware of the water behind me and I would not simply take the water without asking the flight attendant even if I knew there was water) and said :"NAH'. I must say having travelled with various airlines frequently, I have never encountered such a unprofessional and rude reply from the flight attendant. There was another Chinese flight attendant (short hair if my memory serves me right ) when the incident happened and the way she looked at me made me felt disrespected. I was really shocked and perplexed with the standard of MAS's flight attendant.
I must highlight that the short hair Malay flight attendant was rude when she talks to the British passengers in front of me. In my opinion, she should be given a training on communication skills and mannerisms.
The disappointment did not end there. There was once when the short hair Chinese flight attendant was coming from the way I'm going to the toilet. The short hair Chinese flight attendant did not bother to give way but to continue walking and we had slight body contact. As a professional and properly trained flight attendant, in my humble opinion, she should have stopped at the space near the toilet and emergency exit when she saw a passenger walking towards the toilet instead of ignore the passenger who was walking towards the toilet and block her way.
Then, another long hair Chinese flight attendant with fair skin did not bother to say thank you or even smile as a gesture of politeness or appreciation but ignored me completely when I gave way to let her pass when I came out from the toilet. As a passenger, I had to stand near the emergency exit to give way to the flight attendant, which was perfectly fine to me, but I wasn't expecting a totally rude response from the flight attendant. As far as I'm concern, I think, the flight attendant should be polite and friendly at the least. Not to mention they also carry the image of MAS.
I wish to bring to your attendant regarding a long hair Malay flight attendant who was serving meals on that flight. She was the only professional and friendly flight attendant and I wish to thank her sincerely for making me feel comfortable despite being sick at that moment.
My name is KHAW YEE LING and my booking reference was LZB6S3. Please do not hesitate to get in touch at [protected]@hotmail.com should you require further information. Thank you.

Flight scheduled at 225pm to fly back to Singapore on 25th July. Reached KLIA2 from our airport (1hr ride) by taxi at 1245pm, little did we know that Malaysia Airline is at KLIA1. Had to travel by the KTM which wasted us 25mins because of the wait and train came at 1318pm. Reached KLIA1 at around 1325pm and ran to Row C where Malaysian Airline was. Asked for urgent assistance and they checked, the guy that was serving us at around 1335pm only gave a straight answer "sorry we are not able to check in because of the time" he went to his girl colleague and asked them, we heard she said "1345pm" but he still came back with a straight face saying we are too late to check in our luggage and might be available for next flight. I told him we were from KLIA2 and rushed to KLIA1, even with that we were rejected. Even asked him to make an exception because we clearly have 45mins before departure, he showed us to the area to re-book our tickets. I told him we only have 2 luggage with 5 person in total. He could have suggested to ask 3 of us to go and the other 2 to go for next available flight to not waste the flight tickets, but there was not any initiative given or any suggestions. The 5 of us took a coach bus back to Singapore which lasted 7hrs and rchd home at 12am instead of a 45mins plane ride and reaching home at 4pm. Very disappointed with your service staffs. Never intending to fly with Malaysia Airlines again.

I purchased the ticket on 24th May 2017 and already reserved all my seats from PEN-KL & KL-MYY. 6th July 2017 MAS has changed my booking on departing KL-MYY and return MYY-KL to a long hours of transit and the other one is 5 mins transit. I've called MAS toll free to make the change for the whole itinerary to have better connecting. Email sent to confirmed on my new itinerary on 112th July 2017 but all my reserved seat are gone and ask to web-check in to reselect my seat within 48hrs. I've tried to web checkin 45hrs and it's failed. I've called MAS and was told my flight itinerary was missing . Asked me to try after 2 hrs and I tried after 4 hrs still didn't work I called MAS again. The agents said they will check and waited 30 mins also no response. I hang off and re-call and another male agent said they've RE-BOOK my booking and now under RE-INSTATE ask me to call back again after 24 hrs and i'm flying in next 38hrs. This is really SUCKS and will be my last time taking MAS. Air Asia service much better. WORST AIRLINE after MH370 crashed.

I was on a short visit to India to see my family, and was booked in business class on MH operated/codeshare flights (MH Ticket) from Delhi to Chicago. The flight details are as follows:

MH 173- July 7th- DEL-KUL- 1:10-21:05 (Local times)
MH 88- July 7th- KUL-TYO- 23:30- 7:40 (8th arrival)
MH 9110- July 8th- TYO-ORD- 11:10-9:05

On July 7th, I arrived at the Delhi airport around 1030 AM since MH was showing the DEL-KUL flight on time. Upon arriving at the check in desk, I was informed that the flight was delayed by 4 hours.

This was the first surprise, since the online systems were still showing "on time." Herein started my ordeal with the extremely poorly trained staff at the DEL airport.

The 4 hour delay in DEL would have implied me missing my connecting flights to TYO, and subsequently ORD. I was connecting from ORD on a separate ticket to ATL.

The ground staff were pretty unhelpful and seemed to be have no clue on how to rebook a passenger in this situation. It was almost an hour before I finally gave up and called the station manager.

This gentleman was actually trained, and he offered to rebook me on a direct JL flight that left in the evening. Due to factors unknown to me, I was told that I had to leave the airport and come back in the evening after calling a number that I was given. They were unable to issue me a new ticket that time.

So, during this time (almost 2 hours of back and forth), my poor parents were waiting outside the airport since I asked them to wait till we knew what was going on.

Finally, around noon, I was escorted out of the airport, and my poor parents (my father is a heart patient) came back to pick me up.

Please keep in mind that NO offer of any food, transportation, hotel or any assistance was offered or provided by the MH ground staff in DEL!

Since my parents live further away from the airport, and due to traffic congestion, we ended going to a lounge and spent our money to eat a meal and pay for the lounge fees (receipts attached). The total for this comes to about Rps 7, 650 (USD-120), and luckily, we saved the receipts.

We finally arrived back at the airport again at 5 PM in the evening. We called the number given to us, which was turned off. After walking up and down the airport, we finally received a call back from the local MH staff and I was escorted back into the airport. At this time, I was taken to the JL counter, since they had a non stop flight to NRT which would connect to the original flight to ORD. It was another 90 minutes before they were able to figure this out, and issue me a boarding pass.

So, let me offer a summary-

1) My original flight was at 1 PM local time. I was not able to leave Delhi till almost around 8 PM in the evening on a JL flight, so this was 7 plus hour delay, not counting the time spent at the airport in the morning trying to get the ground staff to figure this out.

2) During this time, I have documented receipts of about 120 USD spent from my pocket to spend time (outside the airport) between the two flights.

3) This does not include the inconvenience to my old parents, and the petrol money and phone calls made. I do not have a receipt to prove, but it's another USD $40-$50 in costs.

4) Finally, what was most disappointing is that upon contacting the airline, I got a long drawn response with NO offer of any compensation except some miles which are of no use to me.

5) I reviewed the airline's contact of carriage with my lawyer, and section 10.3 clearly states that this situation qualifies for denied boarding compensation (attached document).

6) All in all, this was extremely disappointing. I am a frequent traveler, well versed with passenger rights and airline responsibilities, however, I cannot imagine how less versed people may get treated by MH.

On March 23rd I booked 3 passengers on a return flight from Kuala Lumpur to Kota Bharu.
Departing 11:25am Aug 18th MH1388
Return Sept 7th 12:55pm MH1389

The flight time was rescheduled several times for both trips. It was not satisfactory for me to arrive so late as we are flying in from Canada to attend a wedding in Pulau Perhentian. I called to discuss the problem several times with your support staff. We needed to arrive in KB by 2pm. They were unable to provide a flight that could accommodate us. Finally on July 6th a supervisor named Max agreed to cancel the flights and refund me for the air fare. He stated this process would take several weeks but assured me he would take care of it. I know I have a right to refund if the flights are changed due to cancellation and the new flight time is unsuitable. (Please refer to the Malaysian Aviation Consumer Protection Code 2016 (MACPC) – Part III, Paragraph 12: Air Passenger’s Rights – Flight Delay and Cancellation).

Flight Ref #: LWL6UX original ref #: X8ST8

This is a copy of the email sent to Malaysian Airlines :

Dear Sirs,
Old booking reference number : WQ4WM
New booking reference number : LO3BYP
I received your below email dated 7th July regarding the retiming of your flight MH1456 on August 11, 2017. As I was in London at that time, I immediately called your international call centre on [protected]. I spoke to an agent named Bill – whom I advised that the earlier timing of this flight was not practicable for me as I was only arriving in Kuala Lumpur at 19:45 on WY0823 from Muscat and would not have enough time to make a connection at this earlier time. I asked for a later connection but was told that none was available; instead I was offered a flight to Langkawi the following morning. I explained that this was not suitable for me as I have already booked and paid for accommodation at the Four Seasons resort in Langkawi for the night of 11th August – and this was not changeable. While on the call with your agent I also looked up alternatives on-line and found a flight leaving KUL for LGK at 21:55 – AK6322 with Air Asia – which I booked on-line as this would enable me to make the connection to Langkawi on the same evening of 11th August.

Given these circumstances – and the fact that it was MH that changed the timing of its flight resulting in it no longer being suitable or practicable for me and my wife to take, I requested that the ticket be cancelled and my payment of MYR877.68 refunded to my credit card. I was put on hold for 20 minutes while your agent checked up on this and finally came back to tell me that a refund was not possible. I then asked to speak to his supervisor and was put on hold for a further 20-25 minutes while that supervisor was located and put on the call – his name was Tony. After a further long discussion in which I had to repeat all of the explanations to Tony he then then told me that while he could not authorize the refund – he would put in a request to Kuala Lumpur and that I would receive an email from them “on Monday” ( that being Monday 10th July). I have subsequently never received any email in this regard from Malaysian Airlines.

I attach a screen –shot of the call being made to [protected] – taken 1 hour and 14 minutes into the call – which then continued for at least a further 20 minutes ending only when ‘Tony’ promised to follow up the matter and ensure that I received a suitable response. I urge you to listen to the recording of that call and realise the incompetence of your call centre staff in dealing with the situation. The call commenced at approximately 19:12:28 (BST) on 7th July 2017 and continued for 90 minutes – and nevertheless produced absolutely no result, not even the courtesy of a response from Malaysian Airlines. Much of the call was spent on hold while your agents floundered around not knowing what to do with the situation and making no progress. Ultimately they did not even follow up to ensure that my issue was resolved – they simply ignored it.

The issue now remains unresolved:
• On May 26th 2017 - I booked two business class seats on MH1456 KUL –LGK departing KUL at 21:30 – payment was made of MYR877.68 (WQ4WM)
• On July 7th 2017 I received an email notifying me of a change in the timing of the flight and requesting that I call to make changes or enquire.
• The new flight timing of departure KUL at 20:30 was not practicable or suitable for us as we arrive in KUL on WY0823 from Muscat at 19:45 and that would not leave enough time for the connection.
• I immediately called your international call centre. They could not offer any suitable alternative on the same date. I spent 90 minutes on the call, bring kept on hold many times for extended periods and await a ‘supervisor’ who could not be located.
• Having booked a suitable alternative flight on Air Asia I therefore requested that my ticket be cancelled and a full refund arranged – as it was through no fault of mine that your flight timing was changed and was no longer suitable or practicable to use.
• I was promised a response on the next working day – that being 10th July 2017 – no such response has yet been received.
• I received notification of a change in PNR on 21 July – the new booking reference is LO3BYP

I now require an immediate and positive response from Malaysian Airlines to this shoddy and acceptable treatment of a customer. Having changed flight timings you cannot then expect customers to simply comply, despite the new flight timings being unsuitable or impractical for them and, in such circumstances, there should be absolutely no discussion or doubt that customers are entitled to request cancellation of their tickets and a full refund – which should be provided, without question, regardless of any ‘fare-basis’ or internal rules of MH. It is a simple case of MH not being able to fulfil its contract with the customer. Retaining the fare paid in such circumstances is unacceptable. Frankly, the amount of the refund is not significant - this is a matter of principle, of customer service and of legal position.

I now look forward to your prompt and positive response to this email confirming that a full refund has been made. An apology regarding the poor service provided and incompetence of your call centre staff would also be in order and appreciated.

Yours faithfully,

Anis Sadek

Anis Sadek
P O Box 258
Ruwi
Postal Code 112
Sultanate of Oman

[protected]@gmail.com
+[protected]

From: Malaysia Airlines [mailto:[protected]@amadeus.com]
Sent: Friday, July 7, 2017 5:24 AM
To: [protected]@GMAIL.COM
Subject: Flight Retiming Notification

..
Flight Retiming Notification
..
Booking reference: LO3BYP
..
Dear Movana Sadek.
..
We regret to inform you that your flight MH1456 from Kuala Lumpur to Langkawi has been retimed to depart Kuala Lumpur at 20:35 / Aug 11, 2017 and expected to arrive Langkawi at 21:30 / Aug 11, 2017.

NEW FLIGHT INFORMATION
..
________________________________________
From To Departure Arrival Flight Booking class
Kuala Lumpur KUL Intl Langkawi LGK International 20:35 21:30 MH1456 Z
Aug 11, 2017 Aug 11, 2017
..
..
PREVIOUS FLIGHT INFORMATION
..
________________________________________
From To Departure Arrival Flight Booking class
Kuala Lumpur KUL Intl Langkawi LGK International 21:30 22:25 MH1456 Z
Aug 11, 2017 Aug 11, 2017
..
If you wish to make changes to your booking and for any enquiries, please contact the Malaysia Airlines call center at [protected] within Malaysia or +[protected] from outside Malaysia (long distance call charges apply). For a complete list of all Malaysia Airlines office, please click here: http://www.malaysiaairlines.com/my/en/contact-us.aspx.

We regret any inconvenience caused.
Malaysia Airlines
This is an auto generated email. Please do not reply to this email address.

I was promised to get a flight delayed letter within an hour. However, i still not get any as promised after 6 days. please help to revert and send to [protected]@yahoo.com.

My airline booking reference is L9S2J. My flight should be departing at 6.30am on 16th July 2017 MH1034, which was later informed delayed to 9.30am. Due to this delayed, i was not able to catch the flight MH388 to Shanghai at 8.40am. MAS arrange the next available flight at 7.50pm MH0386.

Kindly help to send the letter asap as i need to claim insurance.

Please help to improve the service at transfer counter. They do not take every customer request seriously.

I'd used Malaysian Airways before, and was quite happy to book 5 tickets on Dec 2nd 2016 to fly on July 8th 2017 with my husband and 3 children from Perth to Denpasar via Kuala Lumpur. I went ahead and selected 5 seats for my family and I, and actually have an email with the seats allocated to us.
While trying to check-in online the day before the flight, I realised that my family's seats had been deallocated on the flight from KL to Denpasar and we had been assigned seats all over the plane, with the children seating far from my husband or I. I Immediately phoned Malaysian airways and the customer service lady assured me that my family still had the seats for both flights that I had selected 7 months prior. At the airport the next day, the customer service person gave me boarding passes with seats all over the plane. I also realised that she had handed me 4 boarding passes instead of 5.
When I brought the seating arrangement and the fact that I needed one more boarding pass, she asked me to step aside and I had to wait while she attended to other passengers for another 30min. Finally, she gave me one more boarding pass, and said that there's nothing she could do about the seats being scattered all over the plane despite the fact that my husband and I were travelling with 3 children and I had a printed copy of the email from Malaysian airlines dated Dec 2nd 2016 with my family's seats on it.
Once in KL, my family and I had to stand at customer service for almost an hour to try to get the seats issue fixed so at least my husband or I could seat next to our 3 children.
It's a pity that Malaysian Airways chose to handle this situation so poorly, and I'm quite content to say that Malaysian Airways is not the same airline I had used before and I'm looking forward to using a different airline next time.

Dear Sir/Madam,

Whilst boarding the badly delayed MH4 flight to London on 20th July our Bugaboo Bee3 baby stroller suffered irreversible damage.

My wife, flying alone with 3 children (10yr, 7 yr & 7 months) handed over the buggy to ground staff in an uncollapsed position just prior to boarding.

Upon landing she was handed the unit back in a half collapsed status. She brought the buggy, with a little difficulty, to full set up, put the baby in and proceeded to immigration and baggage reclaim.

As she wasn't looking for damage and would have expected any issue to be highlighted by the staff, she didn't notice the damage at that time.

When she was loading everything to the car it became apparent that the buggy would not collapse back down. The 'legs' of the buggy look to have been bashed out of position.

The buggy is now stuck in one position and is useless for travel. This is an expensive piece of kit and I am furious that Malaysia Airlines could be this careless.

What was most disappointing about this whole episode is the attempt by MA staff to disguise the damage and let my wife walk away with this problem whilst dealing with 3 children alone after coming off a 14hr flight already delayed by 3+ hours

I am looking forward to hearing back promptly from a representative on how you are going to deal with this matter to our satisfaction.

Yours
Colm Tarpey
MH315723041 Enrich member.
Colm.[protected]@dhl.com
[protected]

My flight was delayed and the service crew didn't take the initiative to give me the meal voucher. After I requested from your staff, they only give me one meal voucher.

However, at the next counter, I saw another staff gave 2 different passengers 2 meal vouchers each but I am only given one meal voucher. Those passengers were also from the same delayed flight. When I ask your staff about this incident, they say each passenger is only entitled to one meal voucher. If that is the case, why do your company want to create this unfairness in the compensation. Why they can get two meal voucher and I only get one. I am deeply disappointed with your staff members.

Whilst my complaint may be trivial it shows the complete lack of thought and care in regards to service, money, time and trees.

I fly to KL every week and I like Malaysia Airlines times so I decided to change to Malaysia Airlines.

All seemed so good online, got a fabulous reminder email to check in, was easy to check in online and then a fabulous opportunity to print off my boarding pass at home. Perfect as I was not going to have any luggage.

So I get to the airport (rather tired as it was 5am) and I go to immigration only to be told that my boarding pass could not be accepted ?!?!?!?!?

So I go and queue for 20 mins to be met by a miserable check in desk lady who could not care if my frustration (she could have pretended to, that would have kept me calm and happy) nope she had a bad attitude and no eye contact and obviously just wanted me to go away. I did acknowledge that it was not HER fault but again she couldn't wait to serve the next person. Oh dear why get a customer facing role if you don't want to deal with the occasional upset customer? I would have laughed about it with her if she had even acknowledged my frustration. All she did was make me more angry - training required there. I will now be seen as the whinging expat when in fact I am the nicest kindest person who actually gives time for everyone I come across regardless of their job.

So then, back to the issue at hand. Why why why have the system allow me to print off a boarding pass from Singapore airport when you will know that in cannot use it? Waste of money, time, paper, ink and my patience.

Your system could very easily be built to recognise not to offer this for Singapore.

Such a lack of efficiency and gives me a bad impression of Malaysia Airlines.

Let's hope the same lack of efficiency is not to be found in how the planes are looked after and that I get to KL ok.

This is regarding Mr. Bill at [protected].

I called the 03 [protected]

Mr. Bill was on line, I think this man didn't take my case seriously and put me on hold few times, nearly waiting more than an hour, he came up absolutely with many irrelevant question and made me confused, I am sure he put me on hold and went for something else, please investigate the matter, my issue is also not settled.

Sharful Anam Sabir Akhand
MH [protected]
Ticket # [protected]
Booking ref. R7EHTD
Phone [protected]

We group of 15 persons board Malaysian airlines flight on 16 july 17 from kuala lumpur to delhi flight no MH0190 time 18;50, we got the dinner but both the vegetable indian dishes paneer and okra are rotten and sour in taste and we didnt eat that, its highly pathetic that such a big airlines are serving its cousterms rotten old food, and in place of chapatis they gave us bread bun of very low quality and rice quality was also cheap, cant imagine how low quality food they are serving

My name is Looi Xin Hao.
I have book a flight on 16 July 2017 from Penang- Kuala Lumpur- Kuantan. Flight date is 6 August 2017. While i do the online transaction, after the money transfer, my web page shows that booking fail due to some reason, but i still being charge the fee for the flight. I didnt receive any confirmation email on booking done. so i assume there us a problem somewhere. hoping for the reimburse from your company
Attached is the transaction history charge by the flight which is RM246.98.

I booked 2 tickets for my partner and me to travel to Thailand on the 11-April-17 for departure on 20-Jun-17. On 14-Jun-17, I contacted Malaysia Airline by telephone advising that I was unable to travel to Thailand since finding out that I was pregnant. The grounds provided was supported by the expertise of an obstetrician who consulted Australian health authorities confirming that travel for pregnant women is not suitable to areas that are still affected by the Zika virus, which included Thailand. The Malaysia Airline representative spoken to on the day assured that if I emailed gccc.[protected]@malaysiaairlines.com with my Booking ID W9PMV, attached this supporting documentation, Malaysia Airline would refund our air ticket. On 6th July I receive an email from Malaysia airline advising that my claim has been denied. At this point, we have already canceled our travel insurance as my initial understanding from your first representative was that the refund would be granted. Upon requesting for reasoning from your second representative, I am told that Zika virus was last year's outbreak and travel to Thailand is now safe.

I then went to the World Health Organisation website and obtained the following information: http://www.who.int/csr/disease/zika/information-for-travelers/en/
WHO advises pregnant women not to travel to Zika-affected areas in categories 1 and 2 in the country classification table

You will find that this site was last updated 19 April 2017 which is current. Furthermore, this map points out that Thailand is under the WHO cat 2 of outbreaks and this is reported within the last 3 months http://ecdc.europa.eu/sites/portal/files/images/ZikaMap_OutbreakClassification_S-E%20Asia_0.png

If a valid medical threat advised by the world health organization is not sufficient grounds for a refund you must point to the exact clause in your terms and conditions that say that.

I was subsequently told that the decision is final by "higher management".

I feel this has been poorly handled by your staff and I wish to submit this formal complaint and have reviewed by your complaints board.

Please send your response by return email to bona.[protected]@gmail.com

If you should require further information or emails of the correspondence or any relevant documentation please let me know.

If I do not hear back from you within 7 days I will be referring this complaint to the Malaysian Aviation Commission.

Thanks for your assistance
Bona

Dear Sir,

[Reference: MH 2611]

I am writing to you in connection with the above connecting flight on which I was booked to travel from BKI - KUL @ 13:20 - 15:45 (MH2611) & KUL - KUA :@18:40 - 19:20 (MH1276) on 10/7/2017.

The flight was supposed to depart from Kota Kinabalu at 13:20, but was delayed to 14:15. That was the first delayed. It was totally fine because there was an announcement 45mins earlier on this. It had further delayed to 14:30 for us to go onboard. I was finally put myself in the airplane at 14:45 and thought that I can reach KLIA by 16:40 so that I still can catch up the flight. However, the flight take offed at 16:40 and I have to seat in the airplane for around one hour.

The worst was, my flight to Kuantan was cancelled. I have to change the flight from MH1276 which will depart at 18:40 to MH1286 which depart at 21:30. The cabin crew still claimed that I was late that's why my flight to Kuantan cancelled. I was shocked because the cabin crew put the blame on me where I am the victim in this case. And I have to wait until 21:30 then only can depart.

The cabin crew has done some compensation of a RM20 dinner voucher for me where I can only eat in Burger King, Secret Recipe, McD and so on. I appreciate what have the cabin crew done. It was the first trust recovery from Mas airline. Unfortunately, my time cost in this case is worth far more than only RM20 and I believe that MAS have greater compensation plan instead of a RM20 dinner voucher.

I believe that this incident was done purely for promotional gain and was in no way mechanically or technically necessary. As a loyal patron of Malaysia Airlines, at least until this point, I have every confidence that the compensation I request above will be provided, considering the high standard of service and consideration your company has demonstrated toward its customers in the past.

Your Sincerely,
Lin Li Xin
[protected])

Hello,

I have received the email informed about the flight (from KL to Kathmandu) MH170 (09:30 - 12:05) will be changed to MH114 (19:55 - 22:30). It will be more than 10 hours delay that affects seriously to my personal plan, booked hotels, booked tour, budget... it affects to my friends waiting me in Nepal too (we booked tours together). I don't accept that delay and want to fly earlier. I did call to the number +[protected] but all lines were busy for long time and I couldn't reach any one to talk.

Please contact me soon before the problems are going worse.

Thank you

We travelled back from Chennai to Kuala Lumpur on 30th June 2017 via Mh 0181 at 23.55hrs.

I would like to complaint about the crew member (sorry could not get his name) a Malay elderly guy who was serving the economy class. He was super rude to all customers.
My seafood meal was delivered to me in a very rudely manner by saying "Nah" was there was no tray nothing. I am travelling in a International class airlines and I PAID for the service. Why are we treated this way.

If he is not interested on his work and being old, I guess he should retire and stay back home and not service the service industry. I observed he being rude to all customers within my eye sight. If they requested something he would say "tunggu". My tea which I asked from my meal time to landing time did not arrive at all.

Please address my complaint seriously as I am travelling with MAS often and would love to see a more pleasant crew member.

Thank you.

Dear sir,

My name is Priscilla Teng, guardian of Mr How Cheng Teng who was the passenger on 5th June 2017 flight Mh01 from London to Kuala Lumpur.

I would like to complain as I believe your ground staff has treated and threaten How Cheng very unfairly.

He has one checked in luggage, one hand carry luggage and one computer bag. When ground staff weight the checked luggage and hand carry luggage, total weight for both were 36kg, Your staff was suggested the baggage charges and wouldn't let How Cheng to remove anything out from his luggages and forced and threatened him to wait and not to go anyway and ask him to pay £336 for the excess with his credit card.

So our rights have been taken away and I demand you to refund all the charges before we take further legal action.

I attached the photos for your information.

I look forward to hearing from you.

Kind regards
Priscilla