Malaysia Airlines
Reviews and Complaints

Lastnight we flew from Perth to Kuala Lumpur to catch a connecting flight to Vietnam. The flight was a little delayed from Perth but we made it to KL in time and got to the gate in time but they wouldnt let us on the plane? They said they had changed our flight "thinking" we would not make it. Well we did make it anf they still wouldnt let us on. We then went to the transfer desk to ask why this had happen and were given new flights for 6 hours later! 6 hours later also meant missing our first tour that had been booked and so far we are $350 down on flight changes and tour changes. We were given a pathetic amount of food voucher which could get you literally 6 nuggets at burger king and now our whole trip is ruined. I would like to know why we are expected to pay for all our changes when it was your staff who changed our flight without confirming or asking? We said if its our bags then we will go without them and sort that out later but they said no your flights have already been booked. This is the first time i have flown with Malaysia Airlines and this is absolutely disgusting and has ruined our whole trip. Please contact me at [protected]@yahoo.co.nz

Ini pertama kali dan terakhir kali saya naik mh... jangan pernah naik pesawat ini lagi... pertama attitude dari pramugari dan pramugara yang kurang sopan dalam hal tata bicara nya seperti saya menanyakan apakah ada seat yg kosong.. dan ada penumpang yg menanyakan apa bisa minta roti atau makanan kcl karna namanya perjalanan jauh pastinya kan kadang kita ingin makanan kecil... mereka jwb semua dengan judes... pada waktu balik dari london tgl 27 maret 2017 cancelled jg tidak ada pemberitahuan... penumpang ditelantarin, 8 jam sy berdiri menunggu ketidakpastian bersama anak sy yg kecil... bener2 terlalu... air minum saja ga dikasih

I initially booked a flight with Malaysia Airlines with the agreed time of 2:05am on Friday 14 April 2017. A few weeks ago, they retimed my flight to 11:25pm on Friday 14 April 2017, that's nearly 24 hours into the future and it derails all my travel plans; connecting flights as well as a wedding that I am attending!

From 14 March 2017, I have been calling their customer service hotline up until today, 31 March 2017. The first several calls, I was assured that I would be able to get on the earlier flight, 11:25pm on Thursday 13 April and I am guaranteed a seat on that flight, I just have to wait for the email confirmation.

Fast forward from 14 March until now, the email confirmation is nowhere to be found in my inbox and with the last customer service staff that I spoke to who was super unhelpful/hostile (like she didn't even bother to help except read off a script) that did not provide me any help except that I had to keep waiting for the confirmation email to come through. In which I said, "I fly out in less than two weeks' time, how much longer am I supposed to wait? Am I supposed to wait till Thursday 13 April for you guys to tell me that there's nothing you can do about it?", the customer service staff could not give me a proper reply except dance around my question.

With no concrete solution and the staff wasn't being helpful, I asked for a refund of my flights and I was told that it would be processed in 3 weeks to 3 months time. I found that highly unfair that I had to be out of pocket with purchasing new flights with another airline because of MAS's stuff up that I am stressing over flights that I shouldn't have needed to stress about in the first place. I told the staff, "Because of MAS stuffing around with my flights and not even trying to be accommodating to get me on an earlier flight, I expect a full refund", in which she replied "I can't confirm or say if you will get a full refund". By this point, I was absolutely furious, "you stuff me around for more than two weeks since my initial call, screwing up all my travel plans and you are telling me you won't give me a full refund?". Again, she danced around the question.

I asked for a confirmation email that she has cancelled my flights which she said "Oh I can't do that, I will need you to email in and then I will reply to the email". I can't believe how ridiculous this whole process has been.

I have sent an email to gccc.[protected]@malaysiaairlines.com and I still haven't heard anything from MAS.

According to someone else's complaint;
----------------------------------------------------------------------------------------------------
"For your information, at any time after the booking has been made Malaysia Airlines may change the schedules and/or cancel/terminate/divert/postpones/reschedule or delay any flight where Malaysia Airlines reasonable consider this to be justified by the circumstances beyond Malaysia Airlines control or for reason of safety or commercial reasons. In the event of such flight cancellation or retimed by Malaysia Airlines, we will carry you at the earliest opportunity on another of our scheduled services on which space is available without any additional charges subject to fare brands and seat availability.
However, our management have come out with few options below:

i.ONE FREE CHANGE ALLOWED TO DEFER TRAVEL DATE UP TO ONE (1)
MONTH LATER FROM ORIGINAL DATE OF TRAVEL WITH PENALTY FEE
WAIVED SUBJECT TO SEAT AVAILABILITY ON SAME RBD.

ii. REFUNDS -NOT PERMITTED BUT MH ALLOWS TICKET TO BE CONVERTED
INTO MCO (voucher) FOR FURTHER TRANSPORTATION, ONLY WITH VALIDITY
PERIOD OF SIX(6) MONTHS FROM MCO DATE OF ISSUE. "
----------------------------------------------------------------------------------------------------

None of this would have happened if you have placed me on a flight at the earliest opportunity which would have been the flight on Thursday 13 April at 11:25pm but no, they put me on a flight that was nearly 24 hours into the future. Where is the consideration that? I paid over $2000 for two people to fly with MAS and I get stuffed around.

Also, I was not offered (i) or (ii) as per the snippet of the reply from MAS in someone else's complaint.

I really hope that MAS gives me a full refund after stuffing me around for 2.5 weeks and would have probably continue to do so until the date I am supposed to fly out.

I hope this gets resolve ASAP as $2000 is a lot of money to be wasted.

I will never refommend malaysia airline to anyone not even a fly, I belive a memeber of stuff stole my mobile phone, even when I tried getting in touch, to get the phone back they were not helpful, memebers of stuff even threatened to put the phone down just because they don't want to help. It's unbeliever and very shocking, they refuse to respond to emails. Malaysia airline is a hot mess

Saya telah membuat laporan kehilangan samsung tab2 saya yang tertinggal dalam pesawat MH2528 yang berlepas dari kuala lumpur ke kuching pada 25hb Mac 2017 4pm di lapangan terbang kuching.. Berlepas dari klia sekitar jam 5pm(delay). Anak saudara saya, nur hidayah bt abdul rahman telah menyimpan samsung Tab 2 berwarna putih tersebut di dalam poket kerusi depan tempat duduknya 29F dan terlupa untuk mengambilnya apabila keluar dari pesawat. 
Apabila saya sedar dia tertinggal tab2 tersebut, saya berpatah balik ke lapangan terbang Kuching dan membuat laporan tetapi pesawat tersebut hampir hendak berlepas ke lokasi seterusnya sekitar jam 8pm. 
Tab2 tersebut berdering apabila dihubungi tetapi tiada jawapan dan apabila pesawat berlepas ianya tidak berdering. Begitu juga dalam pukul 10pm, ada bunyi deringan. Sekitar pukul 11.45pm ianya kembali tidak aktif. 
No laporan saya HDQMH31274 . Saya harap pihak Tuan boleh memeriksa kembali poket kerusi berhadapan Kerusi yang nur hidayah duduk adalah 29F. 
Yang benar
Suri bt narudin
[protected]

To whom it may concern

Please see correspondence sent between 4th
February and 13th March 2017.

I am extremely disappointed and angered at the lack of communication regarding my broken case.

As explained in previous emails we are business class passengers and despite the label stating that my case was still damaged. I thought we had priority for care of our cases. This was a brand new case and whilst I except that it would get scratched, I did not expect it to have a foot completely broken off.

My husband and I travelled from Kuala Lumpur train station to Kuching on flight MH 2520. My new case was broken on arrival. this was the second flight of our holiday and we had another five flights to complete our holiday.

We are business class passengers and also frequent fliers. Whilst I expect small scratches I do not expect a foot ripped from my case.

I sent my original email on the 4th February when this occurred. I have also sent two emails to
lhrmhbag @azzurralhr.it, as I was informed this is where I need to claim for a new case.

To whom it may concern

Please see forwarded emails I have sent to both Azzurra and Enrich concerning my broken case.

am extremely disappointed and angered at the lack of communication regarding my broken case.

As explained in previous emails we are business class passengers and despite the label stating that my case was still damaged. I thought we had priority for care of our cases. This was a brand new case and whilst I except that it would get scratched, I did not expect it to have a foot completely broken off.

Hello.

I am still waiting for someone to contact me regarding my case.

It is now a month since I sent my original email.

Really not impressed with the service.

I again look forward to hearing from you soon.

Member ID: MH319701535

With kind regards
With very little or no response.

With kind regards

Dear Malaysia airline
On the 24th March 2017
My friend who is 5 months pregnant was meant to be on flight MH132 from Auckland
She had been waiting g for this flight since 6pm after arriving from her flight from queenstown. She had been waiting 6pm-5am the flight was delayed 7 hours and then at 5.30am was then cancelled. She said there were no ground staff to help her and she was also not offered food voucher or a hotel. I rung ur company 6 times to be told 6 different things. One lady told me it's not there reasonableity to provided her a hotel or anything well what kind of airline is this. This women is 5 months pregnant tired and hungry who had been waiting more than 7 hours. Her name is lilibeth lasca her flight was MH132
This isn't good enough at all for a pregnant women to be refused anything. I would also like to know why she wasn't told anything and why no staff helped her from Malaysia airline.
She is no booked to fly out Sunday afternoon on Malaysia airline
Regards
Alana Terrinal

Dear Sir/Mdm, I am writing to you to complain that my child didn't receive the child meal that I ordered for him. The incident was due to your lazy air stewards did not walk " far enough" to ask who had order child meals and assumed that they had extra set to give away. So, they just simply gave the child meal that I had ordered for my son to other. I went to Kuching airport twice, to double confirmed my child meal, I went to KL sentral again to confirm my child meal and then upon my check in today at 2pm in KLIA, I confirmed again the child meal. I am very angry and I felt all my hard work for my son was neglected and I am very disappointed with MAS for which you have declared that you are 5 stars rated airliner. Where is your 5 stars? Can you explain to me? From George Ting ( [protected]@yahoo.com)

I was on M0002 from KL to London on 19 March in business class. The flight was cancelled after making us wait at the airport for hours. There was incredibly poor communciation. I ended up missing extremely important meetings in London the next day. I will be flying quite often to KL with work in the future, and a large amount of my team members fly there (we have a SSC based in KL). Please can you advise of recourse? And respond to my address Jason.[protected]@pwc.fom

My luggage was damaged during a flight from pg to siem reap on 22 feb. I submitted the report and photos to [protected]@malaysiaairlines.com on 2 march. Until now, no one replied my mail. I have tried to call the numbers listed above, my calls had never been answered (At any time of the day).

I have tried to email to different departments, they even helped me to forward the mail back to customer service, but still nothing!
This is very frustrating.

Please notify me for the cancellation and unsuccessful payment being done.

Why is it have "Airport check-in"?

Its a bad experience for me to be rushing here and there and i didnt know that my booking was cancelled due to unsuccessful payment. If i know its not paid i will pay it but this is ask me to "airport check-in". Please explain and clarify to me

My wife suliza binti yaakup booking number kbnge... Dia berada di barisan check in counter pkl 6.45 this morning untuk check in tetapi disaster bila sampai di check in kaunter staff mas cakap dah boleh check in tanpa buat pengumuman final call... Bila saya call ke customer service cakap kena bayar penalty but staff mas mistake tak but announcement utk final call dan panggil passenger untuk fast boarding... Stupid mas...

I am writing in regards to the damaged luggage. I took a flight MH 0788 from KLIA (Malaysia) on March 15th 11:50 to suvarnabhumi. I was seated at 19 F. I collected my luggage at suvarnabhumi Airport and saw my luggage was broken. This was my first time facing this type of disappointed issue. I hope airline will take suitable action asap and help us with compensation.

I bid for an upgrade to business class for my fight from HKG to KUL on 18th Feb 2017 but received an email from the airlines that it was unsuccessful, that's fine with me and I flew to KUL on economy, however I was still charged for the upgrade. Three weeks have gone and I'm now still waiting to hear from the airlines and in the meantime they have taken the money out from my credit card.

My wife and I arrived in Adelaide on Malaysia Air on Jan 14. Because we had to reroute (and the entire trip from the US had taken 84 hours) this was understandable. What was not understandable: It took Malaysia Airlines 16 days to find our baggage and deliver it to us. Because we had with us only the winter clothes we wore on the plane, we bought additional clothing in Australia (roughly $800 worth, including t-shirts, pants, bathing suits). We received $60 US each in compensation. Not only have we not received compensation for our additional expenses, my emails to Malaysia Airlines have received only automated replies (Feb 22 and March8) with no follow up.

I am not including supporting documents, which I have, because I have no idea what this website is. I can supply supporting documents if anyone writes to me.

I was on flight MH0731 from BWN to KUL on 13 Mar. I have to bring out these observations:
1. Drinks were served using trays ( choice of only apple or orange juice. I can understand no hot drinks because the seat belt signs were on. Using tray just like flights from KUL to JHB.
2. The use of super large plastic bags to collect meal boxes. Meal boxes were thrown into the plastic bags and one can see gravy stains on the plastic bag (clear plastic bag). Crew shook the bags to compact the rubbish so that more can go in. It resembles Municipal Council collecting rubbish. What an ugly sight. Super big plastic bags carried between aisle seats.
3. Crew just said choice of fish or chicken. Don't know whether it was with rice or noodles or... . Chicken was with murtabak I found out.
4. No smiles to greet passengers. Maybe they are stressed.
For a full service airline that takes pride in it's in flight service, there is a lot to do to improve. It's good to look at your competitors; benchmark against the best so that we can once again be proud to fly MAS.

Hi,
I travelled on a flight yesterday from New Delhi to Kuala Lumpur. I travelled in Business class and approximately 15 mins after passing through immigration, I noticed I left my phone in a pocket at my seat. I immediately informed the Malaysian Airlines lost baggage centre and was told that I will find out later in the day if they found it. I had to plead with the representative to call the gate to ask if someone could retrieve the phone for me. The call at the gate was not answered and I then asked if they can call someone whom is on the other side of immigration whom could make their way over to the gate and inform the relevant authorities of the phone left on the aircraft. I was informed that it was too far and that the persons working for Malaysian Airlines would be ASLEEP! and as such nothing could be done, at which point the clock read 7:30am local time . I was told that the security and cleaning crew had both been informed of the phone being left back and would make first efforts to retrieve it. Eventually someone was found awake and I was told to wait while they go check. Almost 30 mins after that final conversation I could not get a response nor could the person dealing with me be found! I reluctantly left with the report (filled out when I first arrived at the counter). Called at 6pm today (same day) to be told that no one had returned my phone.

Considering that the phone was in a pocket and the only persons with knowledge of the location of the device and access to the aircraft are those working on behalf of Malaysian Airlines. It seems probable that my phone has been stolen by the very people sent to retrieve it.

We am writing in regards to the damaged suitcases. We took a flight MH 139 from KLIA (Malaysia) on March 4th 22:20 to Adelaide. We were seated at 32A, 32C. We collected our luggage at Adelaide Airport and saw the handles of two suitcases were broken, We went to the baggage claim counter and there was no one at the Malaysian airline baggage counter. We are attaching our boarding passes and the photographs. We know Both suitcases are not new but could not find anyone who can repair. And I don't want to spend another $400 to buy them again. We hope airline will take suitable action asap and help us with compensation.

To whom it may concern,

My name is Pongsayam Charoensri, passenger from flight MH 067, Seoul-Kuala Lumpur on 05 March, Business class seat 4K. Asia mile silver/ one world ruby [protected]. I'm writing to you today because I have a very bad experience on this flight and I want to address it to you as follows;

Flight was delayed due to some technical reason around 1 hour 15 minutes. In this matter of fact, I have another connecting flight to Bangkok and I have to rush and run like hell when I reach KL. I've arrive at gate C4 and have only 10 minutes left before my flight schedule to Bangkok, only 10 mins from gate C to H which I need to time to take a shuttle train. In addition, when I arrive Bangkok my luggage is lost! I assume that it about insufficient time to transfer my back from Gate c to H within 10 minutes. Now it's about midnight in Bangkok and no one haven't inform me and track my luggage status! What's a poor service MH provide to their premiere passenger...it's absolutely unbelievable! My suggestion, if you know that your incoming flight is definitely delayed, you should have any special assistance for transfer passenger, especially for those who sit in premiere class. Either put them to another next coming flight or do something to express your sincere apology.

In fight dinning was very disappointed for me, my choice (beef) was running out, however flight attendant was asked for another choice. Unfortunately, the rest of choice in menu are not my taste and I just refuse the main course to flight attendant. What happened is, she just took my tray away when I finish my starter!

In the couple while the main dish was ready to be served for all passengers, of course I'm not deserve to counting in because my tray is already taken. Nonetheless, I have seen some passenger who was asked the choice behind me, get the beef portion I need. I was ask to the same flight attendant and she reply that is the service of "Chef on call" ... hold on miss, I remember this service in not available for flight from Seoul to KL since I was ask for this service in Bangkok local office, and it was denied.

Dear sir, it was really disappointing and have a very bad experience ever for my business class seating. Actually, this was my 2nd time business class passenger within a month with MAS, I just flew to Osaka last month. Last flight was ok though there was also some delay. I don't want to be an ### passenger, pay more but very high expectation but I would say it is a common sense for your flight attendant to offer passenger some other choice. Secondly, I'm not a dumber to know that chef on call service is not available on this flight. I feel so angry when flight attendant try to say excuse for this matter. Why other passenger get their own choice even they sit behind me?

Last but not least, I know this case may very common and often happened. However, I would expected someone, maybe in flight passenger come to say apologize for the thing happen. But yes, there were not! Nice and very appreciate for MAS in flight service.
To be honest, MAS in-fight experience in premiere class quality is too far in comparison with another Asian major airlines indeed.

Hope that you can say something and let me know the progress of this complaint.

Kind regards,

Pongsayam

Malaysia Airlines poor coordination caused flight delay very often. I can't imagine I had both of my return flights delay for more than hour and within 3 days time. The staff were not freindly when being questioned about the cause of delay. Ever since the MH 370 & MH 17 incidents, Malaysia Airlines have not been putting their effort to increase the level of their services, food n beverages standard dropped and therefore sometimes, we Malaysian rather choose Japan, Thai Airline or Singapore Airline for long-haul but not considering Malaysia Airline anymore. What ashame! Now, I should consider other low cost carrier like Air Asia, Malindo since the services n the frequency of flight delay r the same, why shoul I pay more n get a low cost carrier service.