Malaysia Airlines
Reviews and Complaints

On 19.01.2017. Check in my luggage at kl sentral. Then go to klia by klia ekspres around 1400hrs. My flight no mh 1338 from kuala lumpur to kuala terengganu.
Upon arrived at kuala terengganu airport notice something wrong my luggage zip. Then notice the seal been broken. Open my luggage and notice 1 ea laptop hp mini and 1 ea samsung tablet missing. I call the security and tell them what happen. They advice to make report to aerodarat office. Make a report at aerodarat office then go home. On the way home, keep thinking if some one can take something in my luggage, he/her also can put something in my luggage (Illegal item). When arrived at home I checked again my luggage all item belong to me. But notice again 1 ea external hard drive also missing from my luggage. They are many important document/personal things in side it. By that, this report is to add one more items missing from my luggage. 1 ea external hard disc mini passport 1t. Those are very important to me personally. Please help to put on high level effort in searching those items. Beside could you advice the duration for me to follow up on this matters and is there any other replacement for me regards to those items missing. I will keep waiting to hear from you soonest.
Please do not hesitated to call me. [protected] @ mohd. [protected]@dimensionbid.com

We recently flew from heathrow to auckland with malaysia airlines. The first leg from heathrow to kuala lumpur on flight 001 in seats 36a&c was extremely comfortable. By contrast flight 131 from kuala lumpur to auckland in seats 12h&k was very cramped and uncomfortable.
What was particularly unpleasant was the state of the toilets. I attach photos of the disgraceful state of the toilet bowl itself, the inside of the lid which had such a rough surface it could not possibly be cleaned properly, the floor which was equally disgusting, and the dirt around the toilet lid hinge. Unfortunately I have lost the photo of the built in unit below the basin, which was literally held together with sticky tape.
Some time into the flight I mentioned to a member of staff that there were no paper towels and that the toilet paper was running out. When I went back later the towels had been replenished but there was no toilet paper.
I don't like to comment on the pilot's decisions but there was a period of several hours during which I felt no turbulence but the seatbelt sign remained on and no hot drinks were served. No announcement was made but after I queried the situation the sign was suddenly turned off - I can't help feeling it had just been forgotten. It added to the general discomfort of the flight.
Are you able to give any form of compensation for our unpleasant flight? We are due to fly back on flight 130 on 14th march and I am not looking forward to it. Can you give me any reassurance that the aircraft will be in a more acceptable condition?
Yours,
Chris southwell.

My wife and I flew from Melbourne to London on 5th Jan. We were travelling with our 5 and a half month old baby and consequently were not able to check in online. To ensure a bassinet seat we arrived at the airport 4 hours early - well before check in had even opened. At the time of check in we were 4th in line. Check in went smoothly, we were seated in a two row with bassinet and proceeded happily to the gate.
Unfortunately at the gate we were told our seats had been changed and we should not have been given our allocated seats as another passenger had checked in online and paid extra for one of the seats - we were promptly separated to opposite ends of the plane as, by this stage, there were very few seats left. How ridiculous!
Had we had the opportunity to check in online we too would have happily paid extra for that seat and not because we like to stretch our legs... we needed the extra space for our child! But this is beside the point - why was this seat sold to the highest bidder in light of the fact that already paying customers clearly need those seats. Shame.
So there I was at one end of the plane with our baby and my wife at the other. No one to help get items from the over head, no one to help at meal time, no one to simply hold him if he was being fussy. We were left feeling utterly baffled as to why we were not seated together as this just seemed so simple. A quick scan of the plane and there were numerous men and women sat in bassinet seats with their babies - so what did we do wrong? Was it because we were two women travelling together and therefore (despite it being 2017) were not assumed to be a couple? I really hope not but it's hard for it not to feel this way...
We were 4th in line at check in, we were told we couldn't check in online - what more could we have done to ensure seats next to each other so we could both look after our baby on such a long flight? Why is it not policy for parents travelling with small babies to just be allocated those seats or at the very least be given the opportunity to pay extra? The flight is long enough but to do it with a baby and be seated separately just seems like a crazy and cruel way to run things. Clearly customer care and satisfaction is not a priority.
We are so disappointed by the lack of empathy and support we will never fly Malaysia Air again and will happily persuade others not to do so either.

Flight number: MH 775
Flight departure date/time: 16th of January 2017, 7pm Thailand local time
Flight departure city: bangkok
Flight destination: kuala lumpur

This was the first and the worst flight experience with MAS. I intended to change my meal as I requested for fruit platter during ticket purchasing. The cabin crew informed that if there is any leftover then he can help us to change. It's reasonable so I waited until he come back to me. However he didn't. Then I talked to him, AZNIE ALIFF, he said fish pasta still available and he said he will serve me that later. But he never come back until the flight reached in KLIA. He didn't even let me know the meal still available to change or not. He just served coffee and past by me without saying anything.

In addition, another cabin crew called FARAH pulled a long face during the trip and be rude to passengers. She only laughed and talked to AZNIE ALIFF nicely in the flight.

I want to make a complaint regarding the bag inspection at the boarding area here in Manila.

I am still at the boarding area awaiting... I am disappointed the way the personnel did the inspection. Its such a shame to do such especially that our luggages has just passed thorough inspection by the airport personnel.

Also i want to stress this, they're doing their inspection by their bare hands. They must understand that this is so disgusting and i felt offended...

I don't allow anyone who i have not known at all to just simply touch my stuff that way.

This Malaysian Airlines is the only aircraft company doing such and mind you i have not experienced any of these uneventful handling through other airlines.

Definitely i will not fly with this airline anymore and will not recommend to anyone.

Such a poor and bad experiences with Malaysian Airline.

I am writing regarding the delayed flight mh0001. We were travelling from london connecting in kuala lumpur to perth, australia.

After leaving 25 minutes late from london heathrow at 10pm we were two hours into the flight over budapest when we were told by the pilot that a loud noise was coming from one of the doors on the upper levels. We were then advised that we were returning to london heathrow in order to assess the seriousness of the situation.

We arrived back at london heathrow around 2am. After sitting on the plain for 5 hours we eventually took off at 7am. Luckily the rest of the flight to kuala lumpur was problem free.

However, when we landed in kuala lumpur, the problems started once again. Obviously we had missed our connecting flight to kuala lumpur and there is only one malaysia air flight a day to perth.
We found the communication from the staff at kuala lumpur airport very vague and we felt like we were the dark on what was going on most of the time.

All the people flying to perth were split in to two groups. One group would catch the 08.30am flight and the rest of the group would catch the later flight at 18.30pm. I was on the early flight fortunately but missed out on family celebrations in perth western australia.

Whilst waiting another 2 hours in kl for the flight we were given food vouchers but none of the restaurants would accept the voucher but also they didn't open until 7am in the morning which is when we were due to fly so were something like 5 hours without any food!

We calculated that the total journey from the time of take off at london heathrow to when we landed in perth took 42 hours. Not only did we lose a full day of our holiday but we also had to pay for a night not spent at our booked accommodation.

And it gets even worse... I got to perth no luggage they put my luggage on the late flight saying they would have to call me at 8am christmas eve to arrange delivery... Ok I told them where I was staying which was 1 hour from the airport only to be told we can't deliver until monday boxing day by this time I was beside myself this was my first christmas and new year with my son in 5 years with no presents or clothes to wear!The luggage arrived at 10.15pm christmas eve after waiting in all day and night again missing very cherished family/friends celebrations!

I expect a swift response on full compensation for not only the inconvenience of the journey and money lost but also valuable family time we can never get back.

I will be happy to send you any further details you may need on a less public domain.

Regards,

Carole jenkins
[protected]

I flew from Kuala Lumpur to Heathrow on business class on MH 004 on 22 December 2016 scheduled to depart at 9am. As predicted the flight was delayed to 1045 .
Lunch was served 2 hours into the flight but the vegetables served with the fillet mignon was very salty! The light meal that was served prior to landing was also a culinary disaster. The cod dish was way too salty and I had to call the steward to take it back . There was no apology or even an attempt to offer a replacement meal.!
Flew back on MH 003 on 4th January at 10am. I expected to be served breakfast prior to arrival in Kuala Lumpur but there was no breakfast served .
I was not asleep nor did I tell the air hostess n steward that I did not want breakfast!
Up to arrival no stewardess or steward came forth to apologise for the slip up in their service.
I ended up having my breakfast at a coffee joint in the arrival hall
It is such a pity to see the deterioration in the standard of food and service on MAS as I had been a staunch client on most of my overseas flight.
But since the standard has gone down so much my next flight overseas in April will be on another airline.
Dr ibtisan [protected] seat 6a both outbound and inbound

Hi. I have placed a request for group booking a few days and it seemed that no one is interested to reply to my request at all. I called the call center and was given a few emails which ended up being bounced back, stating it wasn't in the system. I called again and the call center gave me a different email again when I asked if there is anyone I can contact/ speak to instead of having my email bounced. I understand that the call center can only assist me with group of 9 or lesser unfortunately I have a group of 26. But please at the very least sort out the right email or at the very least have the group booking people's contact available on the website. Alternatively, get your group booking people to react earlier. If you have a sales office then provide me a number to contact for group booking. Just get back to me ASAP for god sake!

Me and My friends had flight from Beijing to Kualalumpur and from there to Chennai, through connectiong flight at midnight 1:30am. As usual we all went into and sat inside but it didn't start to take off. After 2 hours they have announced that due to technical problems flight is delayed and after that no other information. And after another hour, they told us to go out and get some refreshment and they give us a boarding pass from Air China. We all have expected that they really arranged but after another hour they told us they will provide a hotel(after a long fight). They made us walk around for a long time and took us to a hotel which took 60~70min(in return we came in 20min). After we reached the hotel they told it takes 30min to clean rooms and arranged some bread and bun. We went to room at 11 40am and we have bus to airport at 11 45am as they arranged a flight at 16:00. Then everything went good till Kualalumpur. Till immigration and another hotel it was 3:00am around. It was the worst hotel we ever went. Smelly, no good resources and no food too. But we had to adjust and then it went on good.
Finally the point was they could have responded sooner because there are many people who have urgent jobs. And no good facilities too. We are students and we wont have much money to spend for anything. We will never again book this flight ticket.

My wife and I flew from Kuala Lumpur to London and had pre-booked seats upstairs with extra leg room and two seats (as opposed to 3). We always do this where possible on long hauls as we need to walk around every hour and don't want to keep disturbing other passengers.
At the airport we were told that the flight was "overbooked" and our confirmed seats were now changed. We were also told that we were lucky as we still were sitting together.
The staff members we were dealing with clearly had no idea what they were doing and were rude. When we asked to speak to their manager we were told he was on a break and wouldn't be available until last call for our flight - that was two and a half hours later!

This sort of service is completely unacceptable and I certainly will be chasing up on this matter.
I advise everyone to fly with a more professional airline even if it means paying a little extra.

I flew from kuala lumpur to london heathrow on sunday 08th january and the airline lost my luggage.
Having travelled via a business class service, and having checked my bag in at the exact time as my partners' bag, for it to somehow go missing is a complete joke and i’d like to know exactly how this has happened. This meant that I waited for an additional 45 minutes, after a 15 hour flight (It was delayed for over an hour at the begining of the journey, for the luggage, only for it not to be there. Totally unacceptable standard. I paid for business class to avoid this from happening.

Following that, I tried calling the helpline, approx 30 times, but it goes through to some answerphone to leave a message – another extremely unhelpful and poor level of service from malaysia airlines.

I also sent an email to [protected]@azzurralhr. It - I received no response. I sent a tweet to the malaysia airlines account - again, I recieved no response.

There is a clear lack of customer service which is ridiculous. Your company clearly do not have an appreciation, in fact it is a complete disregard, for the distress that losing luggage causes, as well as the financial strain, having to buy replacement essential items as a result. The lack of communication since then is completely unnaceptbale.

Flight details:
Flight: mh 004
Kuala lumpur - heathrow london
Date: 08 january
File reference: ahl lhrmh 24 193
Bag number: mh688828

Re: booking referrence number wrz8h
E ticket number [protected] and [protected]
Invoice number 2415519

Hello

I spoke to an agent on the telephone and they assured me you would seek permisssion to take the payment for the upgrade from me by telephone, prior to automatic entry by computer, where I would be able to give you a new card number to use for the transaction.

This you did not do, and as a result, a catastrophic event has occurred for me with my travels plans for the year ahead.

I would be very grateful if you can action and attend to my request asap, either in reservations or in the accounts department.

What will need to be done will be the following:

1. Refund the amount paid of myr 300 where the emergency exit seats were not used for flight mh123 kl to sydney on jan 2nd 2017.
2. Refund the amount of myr 4050 for both upgrades charged to the amex card on the booking.
3. Then get in touch with me by email and I will arrange balance of payment to be made direct from a bank account for an immediate transfer or if preferred by yourself, payment with another credit card, for the upgrade (Minus the myr 300)

I have made contact with american express and they have suggested as an alternative option, that you can refund the entire ticket cost, and then I can pay the grand total again if that is more straight forward.

Absolutely on no terms must you alter or change the return flight mh140 departing sydney on 11th january for both passengers at 22:15 hrs with seats 28a and 28c already booked and paid for.

I am very upset that the agent spoken to has misadvised me on the telephone, and I wish to make a formal complaint and trust that a senior manager will look into this appalling situation immediately and take all steps to appropriately rectify without any financial penalty to myself.

Sincerely

Mr buck

Dear Malaysia Airlines,

I flew to Australia because my father was gravely ill. Whilst in Australia I received news that my wife in Taiwan was also unwell, so I changed my flight to fly home early. Upon arriving at the airport, I was informed that my flight wasn't for another two weeks. Instead of moving my flight forward in time, the agent had moved it back. I contacted the airline the next day and was told I could only buy another full price ticket, but the matter could be resolved afterwards. Upon returning to Taiwan I lodged a complaint and demanded to hear a copy of my conversation. This was on 05/07/2016. I first received a reply on 18/07/2016 telling me I would be forwarded to the relevant team. I have written another three emails and received no further reply. Today, 12/01/2017 - six months later! - I wrote to the airline again and surprise, surprise, had my message bounced back to me "because the recipient is a distribution group and the option to disallow delivery to a distribution group on the message was selected."

My request is simple. Refund the cost of the extra flight I had to pay for because of a mistake made by a Malaysian airlines operative. Acknowledge the absolutely rude and unethical treatment I have received from the airline after filing my original request.

I am writing on behalf of both my husband and myself regarding the delayed flight MH0001. We were travelling from London connecting in Kuala Lumpur to Perth, Australia.

After leaving 25 minutes late from London Heathrow at 10pm we were two hours into the flight over Budapest when we were told by the pilot that a loud noise was coming from one of the doors on the upper levels. We were then advised that we were returning to London Heathrow in order to assess the seriousness of the situation.

We arrived back at London Heathrow around 2am. After sitting on the plain for 5 hours we eventually took off at 7am. Luckily the rest of the flight to Kuala Lumpur was problem free.

However, when we landed in Kuala Lumpur, the problems started once again. Obviously we had missed our connecting flight to Kuala Lumpur and there is only one Malaysia Air flight a day to Perth.
We found the communication from the staff at Kuala Lumpur airport very vague and we felt like we were the dark on what was going on most of the time.

All the people flying to Perth were split in to two groups. One group would catch the 08.30am flight and the rest of the group would catch the later flight at 18.30pm. My husband was put on to the early flight and I was put on to the later flight. The same thing happened to another family and my husband was forced to take the later flight with me because the other family had a child with them.

We spent the day in a hotel 20 minutes from the airport where our lunch was undercooked so we did not eat for fear of food poisoning. The flight out of Kuala Lumpur left 1.5 hours late and we eventually arrived in Perth around 01.30am.

We calculated that the total journey from the time of take off at London Heathrow to when we landed in Perth took 42 hours. Not only did we lose a full day of our holiday but we also had to pay for a night not spent at our booked accommodation.

I expect a swift response on full compensation for not only the inconvenience of the journey and money lost but also valuable family time we can never get back.

I will be happy to send you any further details you may nee on a less public domain.

Regards,

Elaine.
+[protected]

Me and my husband travelled from new delhi to miri via kuala lumpur on january 7th, 2016 in flight mh2592 (Del - kl) and mh 0191 (Kl - miri). At miri airport it took awfully long for the luuage to arrive at the baggae collection belt. Upon returning home we noticed that the zip of one of our check in bags was wripped from one corner, at first we assumed it was due to rough handling that the zip must've broken. Later when we unpacked and emptied the entire bag we found various things missing and realised that someone had wripped open the zip of our bag from the side (As the main zip was locked with a sterdy lock) ) and had pulled out various things from our bag. The list of the same is below:
1. A pair of skechers running shoes which were in a grey shoe bag
2. 1 pair of swimming goggles
3. 1 leg weight (Out of 2)
4. The bottle of perfume - azzaro (200 ml) (The cap of the bottle was left behind)
Please also note that this is not the first but the second time our bags have been fiddled with. The last time it happened nothing was stolen but looking at the condition of the bag we could make out some one had opened it. For this reason we locked all our check in bags this time which seemed to make no difference as the same incicdent was repeated.
It is extremely disappointing and shameful to see a reputed airlines such as yours being unable to look after the belongings of its customers and illtreating and stealing out of it. Kindly address my grieviance with a viable solution else I will be constrained to take legal action and will absolutely discontinue using malaysia airlines and will most definitely discourage others from doing so too.
I would also like to point out that such instances have been expereinced by various friends of ours here in brunei, especially those travelling via miri. It makes me feel that the the airport staff in miri has a big role to play in this entire scandal.
Kindly acknowledge the receipt of this complaint and take action to resolve the same as also to stop such instances from ever occuring again.
Reagrds
Saba menezes

Please see the attached pictures of the toilets on the flight from kul to lhr (15th dec 2016 @ 2135)

Food was so bad on the lhr to kul (6th jan 2017 @ 2135) that all three of our children (Ages 11 months, 4yrs, 6yrs) have all faalen seriosuly sick with food posioning.

For more details please call irfan soneji on +[protected], [protected]@hotmail.com

On 7jan2017 I was travelling from bangkok to kuala lumpur and connecting flight to penang on mh 1134. I always had respect and trust with mas, however this time I was very disappointed the my entire situation.

Reason for disappointment:
1. I purchased a suit from bangkok which caused me about rm1200. I passed the suit to your crew at mh 0783 when I was flying from bangkok to kul. It was kept safe. Good job!

I then transit at kul to pen at mh 1134, when I entered the air craft I asked your female crew who was welcoming passengers if she can hang it for me. She replied that this aircraft don't have a place to hang and you must put it in the compartment. " I wonder how they hang theirs". Anyway I obeyed her command and place it at the compartment number 16abc. Halfway I noticed there was leakage at the compartment " I guess aircond" we were almost reaching. Once we touched down I opened the compartment and noticed that my brand new jacket suit was wet. You know how I felt?
Terrible pain feeling. Put yourself into my situation when resolving my problem.

Why this happens to a so called 5 star airlines. I paid not cheap but yet your product has no quality. I respected your airlines!

My suit could have been saved if the following would have taken place:
1. Your female crew (Only one female) can take the initiative to hang it for me.
2. Or giving us a clear instruction or assisting us to place it.
3. Looking into it seriously when I highlighted to the crew.

This is a terrible situation happened to me. I demand for a reply as my suit is not cheap and I can't wear it for my 8am meeting (8jan).

I hope my complaint will be taken seriously and I want to know the solution.
Money does not come easy we earn in a hard way. I am sure you know it as well.

Thank you
Very disappointed passenger of mh 1134

I flight with MH from Jakarta to Hong Kong on Jan 5th, 2017. When arrived in Hong Kong only 1 luggage was coming. In carousel, there was a message for me to contact MH ground staff. Then I came to luggage service and met with MH ground staff. She said that my luggage delayed and I will receive at 1.30 PM local time. In fact, at 5 PM according to Regal Hotel Concierge staff. After we bring to the room, the luggage could not be opened. I asked the Concierge staff to help us to opened the luggage but still can't. Finally we broke the key to open. I really don't get it:
1. Why no email or message from MH to say sorry to us and say status of our luggage?
2. Why our key could not be opened even though we have gave the password to the ground staff?
3. Why there was no information about the pinalty if our luggage lost more than several hours. How did your customer change the cloth if the luggage was lost? My wife bought new clothes to travel the day after our luggage lost.

If you could not treat your customers luggage better, how come you could treat your customers.

Regards,

Muhammad Ashar
MH720 Jakarta - Hongkong
Tag number MH599240

Date of incident was 22nd of december 2016,

It was our honeymoon trip to japan, flight number (Mh 0852) from bali to kuala lumpur. We were then told that the flight was delayed and we told the ground staff that we have a connecting flight to japan and we cannot miss the flight as we have another connecting flight from tokyo to sapporo.

We were assured that we would not miss the connecting flight (Mh 0088) from kl - tokyo.

Once we arrived to kl we were then told that the flight has already left and had been issued with a new ticket the following morning. We had told them that we have a connecting flight from tokyo - sapporo (Jet star japan) and we cannot miss this flight.

The staff at malaysia airlines had told us that it is a budget airline and were not interested in helping us and said they cannot do anything about it. That there is nothing the can do because we have a split booking and they were not interested in helping us find a solution to the problem.

We tried to find someone else in the air terminal if there was anything that could be done. They told us that their responsibility was to only get us to narita airport and that was it. They were not concerned that we had a connecting flight and that we had already paid for everything in advance as this is our honeymoon.

We did not want to argue with them as this was going to get us nowhere. So the next morning we caught the flight to narita airport with all of our plans ruined.

We had arrived at tokyo and could not get a flight to sapporo as the flights were all fully booked and that the earliest flight was on christmas day. So we had to book a hotel in tokyo for the next two nights before we were able to get to sapporo.

We had not expected this to happen to us and we had not done any research on what we needed to do in tokyo. We had booked accommodation at villa fontaine shiodome which cost us aud 612.68 for two nights.

We also had to catch a taxi to our hotel which had cost us 200.00 usd one way!

We at this point are feeling very upset that our plans have been ruined. As we also had to pay another 250.00 usd to catch a taxi back from the airport at 5am in the morning.

Once we reached hokkaido airport we then also had a difficulty trying to contact our car rental as it had been booked for the 23rd dec.

Basically we had already for the car rental, accomodation, flights to hokkaido on christmas day.

All in all: the extra expenses that we had to pay because of us missing our flight.

# 3 days 2 nights wasted.
# rebooking of jetstar japan (35400 yen)
# stuck in tokyo accommodation 2 nights (52, 337 yen)
# taxi from airport to hotel (20, 000 yen)
#taxi from hotel to airport (25, 000 yen)

# car rental (32, 000 yen) extra 2 days
# rebooking of 2 nights hotel that we had missed prince hotel (73, 366 yen)
# jetstar return back to tokyo (20, 740)

Total cost 258, 843 yen

I am complaining about the huge delate my fligh MH0001 from London to Kuala Lumpur the 21 of December 2016 at 21, 35. After two hours flighting we had to came back to London for some preasure troubles and then they spent 6 hours to fix it. Finally we had a 23 hours flight instead than 13 hours. I know that illegal, so, I'm waiting for my compensation.
Thanks
Eva Colera
+[protected]
[protected]@hotmail.com