Malaysia Airlines
Reviews and Complaints

The delay of an hour had caused a chain effect on my travel schedule as follows:
1) missed train from Heathrow to Kings Cross. Need to take a taxi to be in term for train to Huddersfield. Cost of taxi is £81.
2) upon reaching Kings Cross, the train for Huddersfield has left
3) need to purchase excess ticket for the journey for £84.50

The delay has caused me to lost £165.50
Being a supportive MAS customer for the past 10 years, I hope MAS can reimburse me on the losses incurred.

Hello,

Booking Reference:
[protected]
Please can you pass this email on to a supervisor or a manager. I would like to make a formal complaint as I am extremely unhappy about the service I have received from Malaysia Airlines.

Please can you review all corresondence from Malaysia Airlines to myself, including recorded calls and confirmation emails.

My original booking was for a flight from Bangkok to London Heathrow, departing BKK on 10th March at 19:55 and arriving in LHR on 11th March at 15:25.

I called your customer service line on March the 1st to ask if I could pay to change my flight to an earlier date. The agent who I spoke to said he could change my flight to one on Monday 6th March, leaving BKK at 11:05 and arriving in LHR at 05.35. For this I was charged 2000 thai baht, which I paid.

I received a confirmation email shortly after this to confirm that changes had been made to the booking. On the confirmation email i noticed that only the flight leaving BKK had been changed to Monday 6th March but the connecting flight from Kuala lumpar was still booked for 11th March to arrive in London Heathrow at 3.25pm.

I called straight back and was told that the advisor who made this mistake had finished work for the day. The agent i spoke to on this second occasion apologised for the mistake and advised that he would have his colleague fix the issue and I would receive a new confirmation email with the correct flight dates/times.

By the evening of 2nd March i still had received no email so I called Malaysia airlines again. I tried to explain my situation to the advisor but he did not understand that the mistake had been made by yourselves.
He kept advising me that if I want to make changes to a flight I need to pay 2000 baht. I told him that i have already paid the fee for the changes and that Malaysia Airlines were supposed to be fixing the mistake but he did not accept this and charged me a further 2000baht.

I have now paid 4000 baht in total when I should only have paid 2000. I would like all of my correspondene to be reviewed and I would like a refund of the 2000 thai baht which I was wrongly charged.

Please could someone get back in contact with me, by email, so that I know my complaint is being dealt with.

Many thanks,

Faye Glendinning

On my flight on 23 February 2017 at 18:10 from Phuket airport. Flight no. MH791. We got served some sort of lasagne which I had eaten. I had then got food poisoning from this causing me to be extremely ill on the plane, vomiting and having extreme stomach pains. I had then had to get a connecting flight (MH2) which was delayed due to seats not being correctly sorted. I was further sick the whole 13 hours. When I asked staff if I could move closer to a toilet as I kept being sick they said they couldn't do this. I was extremely uncomfortable on this flight due to how ill I was and wasn't very happy with this as it was due to the food I had eaten on the first flight. I have been ill still since being back from my flight.

It was a disaster!
First their system has turned my booking status to closed despite I made my check in 2hours before the boarding time!

I was waited for almost 2 hours at klia ticket counter with many calls to the Careline in both Malaysia and Fiji.

They managed to get a ticket after two hours and i was late for my meeting and causing lose of business.

Second, I have been informed that my returning flight has to postponed to the next day which is 4 march where it supposed to be on 3 march.

They gave the excuse that the flight was fully booked on 3 march which sounds ridiculous to me as there are plenty of seats from their website!

I'm really fed up with this airline and shame on myself to highly promoting this airline to my friend because I'm a Malaysian !

No compensation at all from Malaysia airline due to all the inconvenience caused!

I'm still waiting the Fiji call centre to confirm on the returning flight

[protected]
[protected]@gmail.com.

I took a flight MH2631/26feb, bki-kul. I get a bad treatment from the head of cabin crew. I think to use business class washroom due to economy class cabin blocked by the catering cart. Then, a cabin crew who wear in red batik uniform told me "u are not supposed be here and point to me i should stand aside at the emergency exit and wait till i can passingby." I wonder because of i purchase an economy class ticket and i should getting this kind of service? It's very disappointed and it was suprised me she is the head of cabin crew! With this kind "service", i really hesitate how's your management train up a cabin crew and how can she become a head?
Just a simple "excuse me" or "I'm sorry, madam, this is business class cabin and you only can use economy class washroom. Let me help you." Oh my god. A simple conversation also not able to speak as a head?

At last, i also want to comment the meal onboard is super small portion. The fish rice only have 3 pieces of small fish and the rice is not well cooked. I wish MH will improve the inflight service as airline industry is competitive. Nowadays we have a lot of airlines to choose.

Assalamualaikum,

Good morning,
I just travelled from Kuala Lumpur to Kota Kinabalu yesterday (26/2/2017) and I feel very irritated the way your Stewart named Damian treated me and my family.
Here the details of my flight and the name of the Steward.

Flight : MH2612
From Kuala Lumpur to Kota Kinabalu
Date: 07:25
Time: 08:25am
Steward: Damian (from his name tag)

This raises several issues, which I feel the company would need to address:

The staff obviously need some further training in customer service. In the first instance, the male steward always relaying something so minor to the female stewardess to serve food for us. When we ask for milk to my nieces he answered there's no milk. But then I saw he's bringing milk on the trolley.

Secondly, her behaviour toward customers was appalling. Why would you want to embarrass and humiliate your customers in this way due to unprofessional staff?
Everytime we ask for his help he will always give a lot of excuses.

I think his ignorance and disrespectful demeanor will cause a bad reputation to Malaysia Airlines. Me as a Malaysian don't want to see the obnoxious staff in our proud airline company.

We are Malaysian, people with full of good manners shouldn't have this kind of uncivilized attitude. We have to respect and value every people.

Thank your very much for ur cooperation.

I am a business class passenger bound to Labuan at 7.30 pm on MH2636. I am rather unhappy over my encounter of your staffs behaviour handling the check in at the countet D12. She was totally unfriendly and was rather stern of the way she addressed me. Eventually, I asked on the matter of luggage arrival later than the economy passenger as I have encountered times before. The question was also due to the reason of her not tagging the priority tag on my bag. She was rather unhappy and was asking her colleagues for the tag and having a rather unhappy face. I am bewildered as I felt I shouldn't be entailed to this kind of attitude rather. I am not sure of her name though. Is this normal routine for your staff as I did encounter the same problem during my previous flight on 12th December 2016.

I checked in approximate at 4pm on 26th February 2017.

Firstly I would point out that I've emailed Malaysian Airlines on 6 occasions since 07/02/17 including the Chairman Peter Bellew and received no response.

As regular travellers to Australia from the UK we have a choice of many Airlines.

For our most recent visit in February 2017 we chose MA as we wanted a stopover in KL on the return journey.

The reason for travelling to Sydney was that our daughter was expecting her second child and she and her husband needed our help. She particularly required our support as she was to have an elected Caesarean section, would be in hospital for a few days, her 20 month old son needed looking after and she also required assistance with day to day activities during her recovery post operative period.

My daughter and her husband are both British and have no other family in Australia. The due date for her birth at the point of booking was 11th February.

We booked to fly out on 01/02/17 from LHR to Sydney (via KK) returning to Kuala Lumpur on 27/02/17 for a two night stopover, then to London Heathrow on 02/03/17:-
Booking reference WJJ9B f
Flights MH 003
MH 141
MH 122
MH 002

My daughter developed life threatening complications and the birth was brought forward to 27/01/17.

Obviously my wife needed to get to Sydney before 27/01/17 so we sought to change our flights through our agent The Flight Centre.

We were informed that we could not change our MA flights to an earlier date with MA as January was a busy time with people returning to Australia post the long Christmas break.

My wife therefore flew out on her own on 23/01/17 with China Southern Airlines via Guangzhou. She therefore arrived in Sydney in time for the birth.

We are both returning via Kuala Lumpur as per the original booking (WJJ9B). I flew out to Sydney on the original booking on 01/02/17.

What is totally unjustified is that my wife could not retain her original return booking. As she did not take the outbound flight with MA, you the airline, cancelled her return ticket and didn't compensate for this!

In order for her to return from Sydney with me on the same flight she has had to re book the exact same flight and pay for it again! Booking Ref L8JJN.

We therefore have the situation that my wife is booked on the same seats next to me for our return but we have paid twice for them . This cannot be acceptable.

On the flight from Heathrow to KL on the 01/02/17 the seat next to me was vacant, but on the flight from KL to Sydney on 01/02/17 the seat next to me which my wife had booked was occupied. MA have therefore been paid twice for that seat also.

We paid an additional £717.50 for my wife's return flight L8JJN, (which we had already paid for in Booking Ref:WJJ9B)

It surely is not morally acceptable that customers are expected to pay twice for the same flight or be MA's intention to treat its customers in this way!

And what is even more appalling is that MA WILL NOT RESPOND TO US.

Hand towels on MAS flights are only one grade up from tissues and disintergate when coming into contact with water. I'd complained previously as they were using tissues only as hand wipes. MAS took six months to answer and upgraded the tissues to the lowest grade of hand towels.

Attention to detail is critical when running an airline. If something as basic as this is overlooked, what about plane spare parts?

Dear Sir or Madam,

My husband and I took a flight from Beijing to Kuala Lumpur on the 9th of February 1:30 am. The flight has been delayed so we lost our connexion in Kuala Lumpur to go to Phnom Penh. We were supposed to leave about 9am but we arrived in Kuala Lumpur at this time.
When we arrived, your team told us that we had to wait for the next flight planed at 4:40 pm the same day.
Your service offered us to stay in a hotel in the airport, that was very kind of you. But that means that because of this delay we lost our day in the airport.

We want to ask for a compensation for the day of holydays we lost because of the first flight delayed.

I joined our different boarding passes in this email.

I am looking forward to reading you soon.

Audrey Pelletan and Pierre-Philippe Berson

1st time i deal with malaysian airlines. While checking in on friday 17th at flight MH122 one of the workers made a mistake weighing our bags and when our travel agent requested the supervisor to come and check the correct weight allowed. The worker became very nasty and uncooperative she doesnt know how to deal with customers better offf working in a different line of jobs.

Flight # mh148 from melbourne to mumbai via kuala lumpur on feb 11th departing at 13.10. Passengers jitendra v shetty and pratiksha j shetty travelling with an infant yathaarth j shetty extremely angry and feeling abused by malaysian airlines! We got to melbourne airport 2.30 hours before the flight (Me, my spouse and our infant) , stood in the line for almost 1 hours 20 mins before we could see an agent to check us in. The rep. Said we could not check-in because the infant's 10 allowed kgs were packed into our bag. The agent asked us to go buy a new bag and transfer stuff to get the new bag to 10 kgs and when done to come back to her window. It took us 12 mins to get the request... Done (Go hunting for a luggage store, pay for it, transfer luggage into the new bag, weigh the rest of the bags and get back to the counter) once back at the counter, we were in queue again because the agent we were supposed to go back to was attending another family. Then came our turn, and guess what! We are told check-in is closed and we will not be allowed to board the plane. We begged, in tears, pleaded the agent, pleaded another agent, the supervisor. They were as cold as stone and just refused. They said we could not make the flight wait for you while right in front of us the wheelchair passengers were still waiting to be helped for the same plane right next to us. The supervisor and agent said we should have come early. We were at the airport way well in advance, the queue was too long, then when we asked if we could pay for the extra luggage, we were refused and forced to buy a new bag and transfer luggage, and then back in queue for check-in only to be told we cannot board the flight! What on earth! We were shown no courtesy in launguage, in behaviour or consideration in any form even though we were travelling with an infant. None whatsoever. Right in front of our eyes, there were passengers of the same flight still waiting to be escorted to the plane but they would simple refuse checking us in. We then had to book another flight which left in half an hour as well (Thai airlines) and they assigned a ground staff to us so we could be escorted to the flight and not miss the flight. I need an answer to why we were treated like this by an international carrier! Why were we not shown any courtesy even in being treated as passengers who have paid for the flight. We were made to look like we were beggars standing in queue for some charity and when we get to the distribution point, the charity distribution time is over. We are all emotionally shaken and still in disbelief that we were treated the way we were. Why weren't we told that if we didnt get back to the counter in 5 mins with the new bag, we would miss the flight. Our complete tickets wih the return journey stands cancelled. We have lost so much money! We need an answer to the worst service ever, worst treatment ever! Waiting to hear from someone responsible in handling this issue at malaysian airlines. Waiting...

Hello, I just tried to check in for my flight from Singapore to kuala lumpa knowing the flight is at 6am. I was told by a number of Malaysian airline staff that I could check in early as I'm on a layover. I approached the desk and was acknowledged and then ignored by FOUR members of Malaysian airlines who were all playing games on their iPhones and after waiting 10 minutes I approached them myself to be rudely informed I can't check in and that they couldn't tell me a time when I could. I persisted in finding out a time and that seemed to annoy the staff member more. I appreciate its a way off for my flight but I just had a long layover and after arriving in kuala lumpa I'm straight back on unfortunately another Malaysian airlines flight to Heathrow so I wanted to spend my time in Singapore in the lounge. If it wasn't possible then I shouldn't have been told by other members that I could and this is the first time I have travelled with Malaysian airlines and likely the last due to the lack of professionalism your staff have. Emirates, BA, Cathay pacific and Qatar airlines never have bad customer service. I'll be taking my business elsewhere but wanted To highlight that as a first impression, I'm not impressed and frankly concerned about the remainder of my flights with you.
Harriet Faulkner

We missed our flight MH 129 (KL to Melbourne) on 13th Feb morning. We (four members of our family) were awaiting close to gate C37 for our connecting flight MH0129. Our kids were very sick and we were busy with them and as a result of that we missed our flight. One of our kids hold by born disabilities and he can't walk fast. By the way, we reported back to Airport Staff immediately but they didn't show us appropriate support for giving us an alternative option.

It was very unfortunate that Malaysian Airlines Staff at KL Airport didn’t help us to organize an alternative flight for us. We have been told that if I pay the penalty per tickets (approximate $A300 per ticket) still there will be NO confirmation for seats. The service desk at level 5 (KLA airport) insisted us to buy four new tickets. They asked me to pay full fare per tickets which was very expensive for us. We found they were so unfriendly and didn't like to hear from us about our situation. Our kids were sick and we didn't have any place to stay but go back to Dhaka where we have relatives. We then bought four tickets from AirAsia AK71 (13th Feb) to return to Dhaka.

We had to buy another airlines ticket to fly to Melbourne from Dac to Melbourne on 22- 23th of February, 2017.

Is MAS in very bad financial situation?
Is MAS mishandle my refund? Or
Is MAS staff stealing my money?

I cancelled my 4 air tickets for MAS and only received refund for 3 tickets. When I wrote to customer service support, they didn't even reply my mail. After calling customer service officers, they told me my refund was completed and close. But I proved to them 1 of my refunds is missing, they did not even bother to investigate and just leave my case hanging in the air.

MAS...if there is still no positive outcome from MAS, I am going to post my case on Facebook, twitter and other social media to catch as much media attention as possible. This is my last resort to get my money back from MAS.

Flight no. CX257 HKG - LHR 02 Dec 2016, Sec 23. I want to please complain about the most rude and verbally abusive passenger onboard my HK to London flight and am wondering if I can get some kind of compensation and get her repremanded as it was extremely distressing and am still having nightmares about her two months on.

Is it atall possible you can please track her down, sitting not in front but the next row on the window isle. She was shouting and screaming at me because my two year old son wouldn't stop crying and I couldn't soothe him and she left me in an absolute nervous state of hell, crying for the twelve hours whilst the three lovely stewardess had to take my six and nine year old in their care. The stewards eventually removed her to another cabin and I cannot let this lie as it is causing flashbacks/nightmares that I just cannot live with. My name is Emily Milani who was travelling alone with three children. Is there anyway you can get hold of this persons details? Please help me. Thank you.

I had a flight going to Jakarta on Feb 10th 2017, me and my mother was waiting since 6am (the gate open) until 8am in the morning, before that I have to asked them what's going on ? And the staff start to giving an excuses with me also the rest of passengers, it is wasn't a good experience at all for us who's first time using the Malaysian airways. Me and my mother was exhausted and I believe the other passengers felt the same, non of the staffs trying to explain to us. After more than an hour and half we waited they change the gate and announced that the flight is delayed, unbelievable!

I have booking with MAS from Singapore to Penang which require to transfer at KL on 25 Jan 2017. However, MAS has cancelled the flight from KL to PG without any notification and arrangement.

I called customer service center for few times to resolve this issue and request them to arrange next available flight for me and finally they have confirmed my flight over the call.

However when I reach at Changi counter to request to print the boarding pass, the counter said in the system my name still under "wait listed".

I called the customer service center again and the agent confirmed with me that my flight is in status of "confirmed" and ask me to show the email to the counter to print the boarding pass. However the counter still claim that in their system my status still under "wait listed" and ask me to settle and request at the transfer counter at KLIA.

After reach at KLIA transfer counter, they claim that cannot do anything as all flight is fully booked. First of all, it not suppose to let this situation happen as we booked earlier and suppose the responsible is on MAS to make the proper arrangement for us.

At the end they told us the most earliest flight can be arranged is on 9+am next day. But I don't want to wait until the next day so request to cancel my flight from KL to PG and ask for refund and the agent from the transfer counter said it can be refund and ask me proceed to the ticket counter to refund.

After reach the ticket counter at KLIA, the service agent told me it can't be refund as they already make the arrangement for us. Also, at the ticket counter, she told me that my flight has been confirmed why I can't get my boarding pass at transfer counter. Why there are different promise and system from transfer counter and ticket counter?

In the whole journey I felt like a ball that have been kick to different department and found that MAS system is not sync for different department? I felt disappointed.

This is the whole incident and I hope that MAS could keep their promise at least once that it could be refund to me.
Thank You.

I have just cancelled a flight with Malaysia Airlines, booking ref WLTEW on the 9th March 2017 and customer services have said it will take 3 weeks to 3 months for them to process the refund! This is an excessive amount of time when it takes only a few minutes to take the money. I called them back and they gave me an obsolete email address to contact. I sent the mail and twice it was returned back to me undelivered. I desperately need the refund credited to my credit card so that I have funds available. I have a low limit on my card and would appreciate the money being returned asap. Today is February 8 2017

Malaysia airlines, you had spoiled my chinese new year too!
Me and my husband booked a return ticket with mas from singapore to alor setar thru kul, and vice versa. when we tried to check in online for our flight back to aor on 26.1.17, it showed that the flight from kul from aor could not be check in online. we called to the call center and was informed that the kul - aor was not confirmed, the staff asked us to check with the check in counter staff at changi airport on what's happening as he could not give us any answer. when we arrived at changi airport on that day, we were informed that flight has been rescheduled to 7.20pm instead of 8.20pm (we were not informed at all regarding the fligth reschedule!) , while our flight from sin to kul also delayed and will only arrived in klia at 7pm. the counter staff informed that it will be very rush for us and our luggage might not be able to make it for the flight to aor. however, he can still assist to check us in for the kul - aor flight. we were so worried on that day and had been thinking of different situation that might happened. luckily, we managed to make it at the end of the day.
After a week plus of the cny holiday, it's time for us to return to singapore. here comes another round of hassle given by mas. we were supposed to be back on the earliest flight on 5.2.17, and when we tried to check in online, we realised we were unable to check in online again. so I called to your call center again and your staff, lawrence, informed that our flight was overbooked. so I requested him to move me to afternoon or evening flight but he said that all the flight on 5.2.17 was actually fully booked! the earliest possible flight for us in on the next day which is 8.40pm flight on 6.2.17. this is certainly unacceptable as I need to return to work on 6.2.17! lawrence said we can request for refund but what's the point of refund? what I need is to go back to singapore! after some discussion, lawrence said he can put us on waiting list for 10.30am flight on 5.2.17. after a while I called to your call center again to check on the status and this time benjamin answered the call and informed us that we were on the waiting list for 10.30am flight. hello mas, what's the point of putting us on waiting list when you know that all your flight is fully booked? do you expect us to wait at the airport for the whole day and end up leaving the airport without managed to board any flight? after some discussion with my husband, we decided that what we need is a confirmed flight but not waiting list. so my husband called to call center again requested for confirmed flight. this time he spoke to mike and mike told him that their system is down and he could not check for us at the moment. it's seems like your people is trying to avoid to give us any confirmation. my husband insisted that he will wait for the system to recover as long as we got a confirmed flight. end up we were still given the 8.40pm flight on 6.2.17. when we thought that everything is settled and tried to check in online, we couldn't check in again!they seems that can't even confirm our return flight on the next day. wtf mas! and the worst part is those call center staff can't speak proper english! I ended up need to walk in to your sales office in alor setar airport this morning (5.2.17) to secure our seat back to singapore. it will be close to midnight by the time we reach changi airport. and we getting informed that our kul to sin had been delay to 0040. now we are still in malaysia. we supposed to rest well at singapore yesterday!mas, do you know how much troubles you had created to us this time? n times of calls to your call centre on 4.2.17, purposely make a trip to your sales centre on 5.2.17, could not return to work on 6.2.17 (what do you think my boss will think of it? do you think my work is not important?) , midnight arrival in sin and guess what time it will be when I reach home? all this happened without informed us in advance until we found it out ourselves.
No compensation given to us when we had to go through all this hassle. mas, i'm truly disappointed of you!