Malaysia Airlines
Reviews and Complaints

I want to write a report on complaining an unpleasant experience during called call center for asking help to check in flight from KK-SDK (flight details : K40G7, MH3036) on 03-12-2016 @ 5.09pm. I was asking help from the customer services lady for check in the flight due to MHMOBILE and WESITE shown SYSTEM ERROR for two days. The lady was rudely rejected for helping me to check in the flight and keep asking me to check in by myself. She had increased her voice tune and saying that she cannot help me and said her own MHMOBILE doesnt expenrience any system error. The day before depature from SDK TO KK [protected], 7.37pm) I had called call center for asking help to check in and the customer service guy helped me to check in. I was wondering that is there any inconvenience for the lady for helping passenger to check in ? And is this the way of MAS AIRLINE providing this kind of service to the passenger ? I was on a outstation trip, and the lady doesnt willing want to help ! Hope to get a prompt answer from you. Thank you !

Hi Customer Service Team,
I am writing this compliant to relay the negative experience my family had with Malaysian Airlines. I booked a flight from Kingsford Smith International (YSSY) to Shahjalal International Airport (DAC). I booked my ticket in May 2016 (Please checked the attached iternary ETKT 232 [protected] ) and was only notified of changes to my flight plan late November. I was neither notified nor given any explanation (never mind sufficient) as to why the flight time had changed.

Furthermore I have chosen this flight based on arriving in Dhaka at a given time. I am deeply disappointed with the services that were provided to me. After so many emails/phone calls finally I received an iternary ([protected]) which is one day earlier (11 - Nov) than the actual day (12 Nov). Due to this changes it ruins all my plan, I need to cancel my domestic flight in Bangladesh which cost me money. I need to rearrange my pet carer which also cost money. The most annoying part will be long transit (14 hours) and you have provided me only one meal voucher (not sure what food they will provide to me )

I believe as an international flight Malaysian airlines has some kind of duty of care to their customer. To eliminate all those trouble I will ask you guys as an compensate to upgrade my seats from economy to business class.

I have attached both tickets (old and new) for your reference. Please get back to me asap with an upgraded seats and I will love to talk to one of your customer service manager regarding this .

Regards
Mohammad Sayem Morshed
26 Cornelia Street
Wiley Park, NSW-2195
[M] [protected]
[E][protected]@yahoo.com

I have bought a time share unit with this Kuwaiti company and they are really trying to take away my unit annually through twisted ways and abusing my money to get my week.
The unit I have is in Zamzam in Mecca and this bad treatment has been going for years.
I regret and don't advise anyone to use them at all.
They don't reply to all customer calls, I attach a photo of how much you can wait and not get a reply.
Please have an action against the hem.

Dear Sir,
I was travelling for work from KL to Kuching on MH [protected]@ 1655 on 27 nov 2016 and checked in earlier at KL Sentral. However, my luggage was missing when arrived at kuching airport. When compared fronting the personnel in charge, there was no apologies but just gave a slip and asked to go back first, as they also do not know where was the luggage; and that they will try locate the bag and contact me.
Only a SMS message was sent to me saying luggage can number collected. I am thankful that my luggage was be found; albeit a day later, but the attitude that "this is normal, and we are not sorry about it" is very disturbing. It is as the all the inconvenience and worry about luggage and my precious work clothes and work/books are insignificant in their eyes, and that this is a NORMAL occurence. Well, it is at least not normal to me!
I have travelled very frequently on MAS and was smart enough to take my bag as handcarry in most circumstances, and it is because I am bringing along books and work related documents that are heavy that prompted me to check in my luggage. And yet, this happens. I'm so disappointed.

Flight on nov 28 from kul to bkk #mh 0776

Before I could even stop walking through security at gate h10, a woman security ### came flying at me and grabbed my breasts forcefully...In front of everyone there. I asked her to wait a minute (So we could step aside privately) and she didn't listen. Rude and violating! I was shocked! Then when I got to terminal gate down below I asked to speak to a manager... And they totally blew me off. Rude! Will never fly with them again.

Request you give proper training to your muslim staff on how to treat people, especially woman, with respect.

Dear sir/madam,
This is to address my complaint regarding the missing items inside my luggage. I flew thru your airline yesterday november 27, sunday with 2 checked in luggage. flight details shown below.
Bkk - kul mh785
Kul-mnl mh804
Boeing 737-800
These are the items missing inside my checked in luggage with baggage number [protected]
1. (1) unit anker power core 15600 battery pack with black pouch
2. (1) piece iphone lightning cord
3. (1) iphone earphone
4. (1) sony digital camera with pouch.
Hoping you could assist me on retrieving the items. important photos taken during the trip stored in the camera, and power bank is very much essential during travel.
Kindly contact me on:
Mobile +63 [protected]
Email:[protected]@gmail.com
Thank you!
Abigail gonzales

I would like to report a rather unpleasant ecperience on a recent flight on your airline. I was flying from Kuala Lumpur to Melbourne, together with my daughter and a 6-year old grandson on flight MH0149 on Nov 19th, 2016. Since it was an over-night xxx hours flight, we encouraged my grandson to get some rest on the plan. He slept on the pillow and covered himself comfortably with the blanket provided on the flight. Upon arrival in Melbourne, my grandson complaint of serious body itches, and to our dismay, his body was covered with bites all over. We haf to seek medical help in Melbourne and the pharmacist ww saw identified the bites as caused by fleas or bad-bugs (see photos attached). Fortunately, the bites did not develop into a serious infection or aliments but he was emotionally distressed and could not sleep for two or three nights.

We have always enjoyed flying on Malaysia Airlines and would do that whenever we can. I assume incidents like this are rare for a flagship airline like yours. I wrute in hope that such unfortunate incidents would not happen to other unsuspecting passengers. It is also hope that we can be assured of clean pillows and blankets on our return flight to Kuala Lumpur on Dec 29th, 2016. My grandson is at a tender age and we do not want him to develop a fear of flying when he grows up. I would be glad to discuss with your staff or flight crew so that arrangement can be made to get us clean, hygenic pillows and blankets when we fly home next.

Thank you.

Your sincerely
(Chia Hui Huang)

No.4/21, Oriel Road,
Ivanhoe 3079,
Victoria Melbourne,
Australia.
Phone no.: +[protected]

Dear sir,
I am writing this complain about Malaysian airline poor customer service at Sydney airport, as you know my flight from Sydney to Malaysia at 10.15 pm 23/11/2016 flight number MH 0140 .
I got three kids altogether five members it was very hard for us, so we got few more laguse also 5 hand bags with baby prams, I request many times 2 hand bags for bodding cause it was too much for us to carry ourself, my ticket check out the leady agree to do but one man behind her I do not know his name but you can find him, he was very very rude with me and ask the leady do not allow for bodding asked me I have to pay more than $2000. I found him very dishonest arogent man.
After that we have to carry all the bags with us my kids got sick I saw the doctor at kulampur.
I will be try to not take Malaysia Airlince again.
I am looking forward to hearing from you about that man how you take action at list you need to ask that man why he was rude with passenger. We coming for holiday not for getting sick with Malaysia Airlince customer service.
Thanks
Mohammad naieem Sardar
61 [protected]
[protected]@hotmail.com

We booked a flight (through our travel agent) from Sydney to Dhaka and back.Recently we were notified that the flight schedule was changed and now we will arrive in Sydney 9 hours later than planned. This is going to be a major issue for us as we have a connecting bus trip from Sydney to Canberra(already booked).Also according to the current flight schedule we arrive in Sydney at 7:45pm and there are no buses available from Sydney to Canberra after 8pm.Our travel agent told us that he doesn’t have the authority to reissue the tickets without being penalised. Considering the problem was created by Malaysian Airlines, neither us nor our travel agent should be charged anything extra.We called 13 26 27 and talked to a customer service person. After explaining the situation to her she told us that within 48 hours our travel agent will have the authority to reissue the tickets.But it seems like nothing has been done and our tickets couldn't be reissued. We have got no clue what else we can do. We will be travelling with a 9 months old. I feel like crying already

Hi

I was on the flight MH376 from KUL to Guangzhou on 10th Nov 2016 and i came across the rudest stewardesses in my life. When I stopped them politely to ask for water, they gave me the "annoyed look" and just walked away without saying anything.I then asked different stewardess, they gave you an impatient look and say "wait la" and never came back after that. Then I pressed the button for assistance, nobody came. Please dont put these stewardesses on work, it spoilt the image of our country and MY HOLIDAY!

This morning we were at the kl sentral to check in my friend, punamiya/kirtikhubilal mr (As per his flight ticket) for flight mh9186 to hong kong at 9.00am. We were at the counter where the staff managing the erl before entering the area to check in and inquired if we can still check in as it was 7.05am. She informed that we can still do so and I then purchase the erl ticket (Receipt time is 7.06am) and proceeded to get into the check in area after the bag is scanned.
We had to wait as another passenger was being attended at the counter for business class.
However when it was our turn, we were informed that he has to check in as it was below 2 hours as required. We left and I informed them that they should have told us earlier. We walked over to the gates to get to the erl platform and my guess then left to get the train (I believe it was the 7.15am train) but he missed as it left just as he was getting down the elevator.
He took the next train and upon arriving the counter in klia was informed that he was late by just a few minutes and was not allowed to check in. He called me at 8.08am to inform (As per the phone record) that he was not allowed to check in and he had to purchase a new flight ticket for the 2.30pm flight (About rm4000+).
It is very disappointing because if the lady manning the erl had informed that we need to get to the airport to check in, mr kirti would have been able to be on the train which left at 7.15am and reached klia in time and checked in for his original flight at 9.00am.
I would like to get a reply as to why there seems to be no clarity between erl and mas staff on the minimum period between check in and flight. Mr kirti was at the counter at 8.05am for 9.00am flight, was it difficult to check him in and furthermore he was on business class.
Due to misinformation from erl and mas staff, mr kirti was not allowed to check in for his scheduled flight at 9.00am and he had to incur an extra rm4000+ to purchase a new ticket to get to hong kong at 2.30pm.
I am very disappointed as my company needs to reimburse dr kirti the extra amount incurred as he was our guess to conduct a workshop in malaysia.
As it is he was already disappointed with mas for his delayed flight the night before from kuantan which was scheduled for 7.50pm but only left about 1 hour + later.
I would like to request for an official reply and if mas is going to compensate for the new flight ticket purchased.

Thank you

I booked a flight to HKG on 10 Nov on august. But i had make a call to request for a kid meal for my flight and return, and i also request for the seat selected. But when the meal is served, i was told by steward they didnt receive any request ( for return flight too). Please clarify.
My booking no. is K4LX7.
Your prompt action is highly appreciated.

I was called my the stewardess back to toilet to flush the toilet which was not used by me though I was in toilet to wash my face and hand. I felt embarrassed and be little by the way she look at me and talked to me. This was most probably she thought I was a illiterate 'kampong boy'/ rural guy who never travel or use a toilet.
She shouted at me 'excuse me!' and said 'please flush the toilet after used' It was not me that thrown the tissue in the toilet bowl, I tried to explain the but the fierce look of her really make me uncomfortable to explain further and avoid a scene I just flush it! I became the MAS cleaner of toilet for other passenger which I think was the lady before me...

The way Miss YAP expression shown that she was happy as she had successfully 'disciplined' a 'kampong boy' I was really embarrass as I was with around twenty of fellow lawyers, they laughed at me and giving me the disgusting look. I wish there is hole for me or thick cloth to cover my face...

Thinking back she shouldn't call me back to toilet even if it was true I used the toilet bowl, she should just flush it! What's this? A school with discipline teacher?! I made a fool of myself by complying...

Flight MH003 10am on 11.11.16 seat 9c. Having paid over £2000 for a flight in Business Class I found the following wrong:- a faulty headrest meant the Steward told me to take off with a reclined seat . The arm rest was broken, each time I put my arm on it it broke. My seat had very little padding so it was too uncomfortable to lie down as it was so old & solid. My husband, in seat 9a couldn't have his food selection as they had run out when he was only on row 9! I am returning to Heathrow with my husband on 19.11.16 on MH004 (9:00am) and hope we have a better plane as the one we came in on did not generate any confidence in flight safety as it felt like a very old, worn out aircraft. We often fly to Malaysia and frequently use MAS, this is I the first occasion I have had to complain and will certainly check what else is available in the future.

Dear sir,
The incident happened at kl airport on 5th nov'16. We have flight from hong kong to mumbai via kl with confirmed pnr number yucjf with three member and one being small kid. As per confirmed ticket itinerary - flight from hk to kl (mh-9187) to reach kl at 20:00 and flight kl to mumbai (mh-186) to depart from 23:00. However, on the incident day, flight mh-186 was decided to took off 2130. We missed the flight. The problem starts from now:

- they mentioned that they will provide hotel accomodation for waiting. However, hotel was provided 5:00 am in morning. Entire night, we were waiting in lounge with kid.
- our luggage was not given to change. Later on we found that luggage is missing at kl.
- we flew to mumbai on 6th nov flight without our luggage (In 24 hours they could not find my luggage).
- I missed my earlier connection to baroda. This mean need to buy flight ticket last minute at high cost.
- I could not start my business for entire day because I was stuck at kl. This is big loss.
- I reached baroda (Home town) on 7th nov. However, , my luggage came on 10th of nov.
We had tremendous harassment for four days. Two sleepless night (5th night) and (6th night) , loss of one day business, without luggage days for 5 days. For mh decision to fly early, mis-management of our stay in hotel and then big mishandling of our luggage, I request you to kindly provide compensation of rs. 60, 000 for my expense for new ticket to onward journey, loss of business day and hardship to family.

My partner and I recently took a trip from melbourne to phuket return. This consisted of 4 flights in total with malaysian airlines. This is what happened;
On the first flight from melbourne my partners screen didn't work properly. When it was time for the second meal on that flight, they did not have our pre-ordered special meals (Which they had for the 1st meal of the flight!). The meals were poor. I was served the same meal 3 times! My partner was served the same meal 3 times as well. My meal was lacto-ovo but what I was given was vegan. Although it was marked as western vegetarian, it was eastern vegan as I was serves rice, dahl and tofu 3 times! On some of the meals during the flights, the regular food given to customers would have been fine for me and/or my partner. Why didn't we just get those? Why waste money (Which you clearly don't have) on special meals when the meal you serve is vegetarian (For example) ? This happened several times. Why couldn't I get the same desert as other (a cookie) ? Was there meat in the cookie?! Vegetarians do eat cake, cookies, chocolate, cheese, eggs etc! My partner has salmon 3 times... Why would she want to eat the same meal two hours apart? Would you? It cost you more to provide that than give her the meal that was served to customers and did not have dairy (She is lactose free). On the last flight home we were given a salad roll for breakfast! For breakfast! Why would I eat that for breakfast? Why would you serve that? Do you know what a vegetarian is and what we eat? We couldn't eat it and asked for the same food that all the customers received... And you wasted money.
On both short leg flights my partner had the middle seat in the row and her footwell was obstructed both times by a device. This made her flight very uncomfortable. On the flight from phuket to kl, the seat pockets in front of both my partner and I were broken and torn. On both short haul flights (737) , the overhead screens did not open (Or close) properly and the safety messages did not properly display both times. The audio did not work either. On the first flight they gave up and had to do the safety instructions manually but they didn't do them properly or in at least two languages... This is a major safety concern.
On the flight from phuket to kl, the flight was delayed without explanation. We had a short transfer window and approached mas staff about this. They said they weren't sure what would happen but would call ahead so they knew we'd be late. We asked the flight steward the same and they advised there was nothing they could do but someone would meet us at the airport. When we arrived there was no one there of course. We had people on our flight connecting to melbourne, nz and other parts of australia. There was one person there for flights to darwin and she knew nothing about the other flights. We had no information about where to go. It turned out of course that the flight was leaving from the other terminal, from a gate all the way down the end of the concourse. We like many other ran wildly through the airport, a danger to all the other people there and to ourselves. No signs, no help, no assurance the plane would wait, no one there with a car to drive us. I am recovering from surgery and my partner has asthma. The risk you cause to your customers health is unacceptable. The risk of people falling and hurting themselves and others as they run through the airport is appalling. Mas knew where our flights were leaving from. Ours would have been there at least an hour. We could have been told that we needed to take a train to the other gate. We could have been told it would wait for us. We could have had the help of mas staff. But mas is not the airline it was and no longer provides a premium service... Sadly, you don't even provide a basic service anymore. So once I ran all the way to the plane, I made it on and hyperventilated for the next few minutes. I was covered in sweat and must have smelled awful - and now I faced an 8 hour flight that way! But I was not alone, for my partner and many other people who ran were in the same predicament, undoubtedly to the dismay of those that had to sit near us. We had already had a long day of travel, delayed at phuket airport which is very uncomfortable and then made to run like animals. No apology was provided. As we caught our breath the captain announced a delay as they waited an extra 15 minutes for people transferring from other flights! Why were we not told this? Why weren't we given an opportunity to go to the plane quickly and safely without the worry or need to rush? This was appalling. I asked the cabin crew for a face washer that mas used to hand out to all customers and I saw them giving to first and business class but I was advised that this was no longer provided to economy customers. I told the cabin crew member my story and he took pity and provided me with a towel... The only good service we had on any of the 4 flights.
During this flight the poor mas girl working in our area was all alone making service sow. We were advised that one crew member called in sick and was not replaced. This is not appropriate nor is it safe... I have serious concerns about mas's safety practices.
So we arrived in melbourne and are waiting for our bags and I hear my name called. You guessed it, even though I was made to run for the plane at my own risk and then wait an additional 20 minutes which they allowed for everyone else to make it, my and my partners bags didn't get on the plane. A 'hot transfer' label was put on both bags in phuket and there was at least 30 minutes from when our plane arrived to when the other plane left but our bags were not put on... Just to rub salt into very big wounds. It took a little over 40 hours for our bags to arrive to us. We were without our essentials for all that time and were unable to clean our clothes for the working week that had started. We were put out by this for the rest of the week.
We are very upset and disappointed by the poor service and practices of malaysia airlines. Your standards have dropped so low and continue to fall. Worse yet is you don't seem to know how to fix the problems and do the basic things right to allow your customers an enjoyable trip so they may use you again. This was the worst possible ending to what was a lovely holiday. Unfortunately because of mas, we got home, angry, tired, dirty and upset without our clothes, toiletries and other possessions to sort ourselves out. You waste so much money of special meals which aren't right, your planes are falling apart and your staff have very low morale. That is why they no longer do the things that used to set mas apart.
I had only just agreed to use mas after my last bad experience with you in 2014 - i'd used your competitors since but took a chance this time. When booking the flights it asked for my qantas frequent flyer number and I was under the impression that I would receive points for the flight. Qantas now tells me that this seat class does not provide for points. Why were we not told at the time of booking? We booked under false pretences and were misled. We should have that information at that time in order to make an informed decision about which airline I would use. We are seeking an apology, an explanation about the mess which is your food service and compensation for the misleading information, poor service, affect to our health to be made to run, uncomfortable flights with poor food and having no bags for 40+ hours.

Dear Ms/Mr/Mdm,

I received an email on 7 November 2016 regarding my flight time on 21 November from Bangkok to Kl has been changed to 0635am due to operational requirements. It will be two weeks before my date of departure. However, I called up to the customer service on 9 November to change my time to 5pm as your agent said it can be change and there's seats. She asked me to wait for 24-48 hours then an email will be received. Unfortunately, I did not received any email until I called up to customer service again regarding this issue and I was told my flight time did not change and I couldn't change it because the flight is full. The only available flight is at 11am. I had to change it to 11am and my program on that day has been disturb as I need to be at airport at least 2-3 hours. I am very unhappy and unsatisfied with the service provided by MAS airline. 1st- Time of flight changed to early morning flight which has already disturb my program that I had on that day. 2nd - Your staff did not change the flight time as I requested to 5pm and I had to take 11am which still disturb my program. Then I called back to request to change date to 22 November but unfortunately your staff said cannot be done due to I already change once and I had to issue an email. I had already issue email and I hope I receive confirmation as soon as possible. My booking number is WY1ZV. Thank you very much.

Date of incident: october 06, 2016
Ticket purchase reference: ktrv9
Passengers: mr chee keong lee / mr ryan kai en lee
Original itinerary:
03-oct-2016 hkg-kul-pen
08-oct-2016 pen-kul-hkg

I called mas service centre on oct 06 to change pen-kul-hkg itinerary from 08-oct-2016 to 11-oct-2016. I was informed that the additional charges per person was hkd900 and total charges for two person was hkd1, 800. I paid the additional charges with my visa credit card and received the confirmation itinerary receipt through email at the same day.

However, when I received oct 2016 bank statement, I was surprised to notice that I was charged sgd1, 800 instead for the flight itinerary change. this is ridiculous. here I attached the captured images of both my itinerary receipt and bank statement.in fact, i've called up the mas service centre many times from oversea for help but to no avail.

Please help to resolve the issue and make the refund asap. also, please make up my loss for the exchange rate due to the mistake because there would not be any exchange rate loss if I was charged correctly in hkd in the first place. thanks.

Dear malysiaairlines !

My friend, wickramasinghe wannige sanjaya s (he who has 6 times with malysia air line) , wanted to malysia airlines ticket booking. I have a standard chartered credit card and I agreed to do it. Unfortunately 1st time due to your system error, the card was recognized by your systems. But the payment was done. 2nd time enter card details then then declined. Then he want other friend and he did successfully by alipay.

Yesterday, I noticed what happened when I check my account. Herewith I have my bank details. I called my bank, now payment was done and nothing to do with them. However they told the reference no :

Reference no : 597903

This his details :
Ticket number : [protected] (Alipay)
Passport number : n5238770
Email address: [protected]@outlook.com
Name : wickramasinghe wannige sanjaya s
Date : 04 / 11 / 2016

I want to cancel this unauthorized credit card payment and pay back to my account.

Hi
I was travelling on flight number mh129 from kul to melborune
When I boarded the flight I asked the crew for a glass of water
He rolled his eyes but went and got me the glass of water.
When he came back with the glass of water my friend said why didn't
You ask him to get me one. So I asked him for another glass of water
For my friend so rolled his eyes and huffed and puffed this time. So I jokingly said its a good exercise I said with a smile just to make him laugh instead he turned around arrogantly and said don't tell me what to do madam. Later I went up to him and I asked him his name and he gave it to me. I said to him I will be reporting this and he arrogantly turned around and said please do see if I care.
His name is vinothan was on mh 129 on the 11th of october 2016.
The reason I took so long to send this complaint is because I rang the mh manager in melbourne and left a msg but no one rang me back and then I thought id try on line.
I am really disappointed with his behaviour and it is not good for mh when you guys are trying to recover from the 2 unfortunate disasters.
I travelled with mh many times and I have never experienced this kind of arrogance and rudeness.
Please address the issue before he continues with his rudeness and arrogance behaviour and gives mh the wrong reputation.
I am a travel agent and have been a huge supporter of mh over the years.
It sadness me to see that kind of attitude.

Yours sincerely
Jamal omran