Malaysia Airlines
Reviews and Complaints

Train the staff and ask them to be more efficiency.

I arrived in the airport three and a half hour before the flight departed. I arrived even earlier than I usually did becoz I was planning to spend some time in the tax free shop. It took me more than two hours waiting for bag drop. There were only two counters for people who have done the checked in online beforehand. And the staff progressed way slower than anyone expected. It doesn't make sense and even unfair for those who finish check in beforehand. This is totally wasting customers time!

Hello

My name is Michael Olabode
I called the airline up to request a special meal because I only eat lacto vegetarian foodstuffs. the airline failed to provide me with any food on the way to London AND on the way back from London, even though it was confirmed by them both over phone and at the service desk during stopover.

I would like to be refunded my flight as this was absolutely unnecessary and unacceptable especially with the fact that I had such a long haul flight. And on top of that I was expected to eat bacon?

Thank you

Booking Ref SRLN3H

I would like to seek refund for my recent inflight purchase of DocLab hydro renewal ampoules on board flight MH140, from Sydney to Kuala Lumpur, on 29th of August.
Upon reaching destination, after opening the box I found there were 2 ampules missing.

I was very disappointed that I cannot use the product without the full set.

I am taking the return flight back to Sydney on 6th of September on flight MH123 and would appreciate to have this matter resolved. Look forward to your response. Regards Juanita Margaret Uzaraga

1. My wife (Nambrath Rajkumari Wesley) and I (Dennis Vishwapremi Wesley) were booked on MH 105 from Bangalore to Kuala Lumpur on Aug 25, 2019. We took the flight and landed safely at Kuala Lumpur, per schedule.
2. Our onward journey was booked on MH 78, from Kuala Lumpur to Hong Kong, on the same day, Aug 25, 2019. The flight left Kuala Lumpur and was expected to arrive at Hong Kong (HKG) on the same day 11:50PM. Our plan was to hire a taxi from Hong Kong to Shenzhen, spend the night in a Hotel in Shenzhen and arrive at the Shenzhen airport to catch our onward flight to the US on Aug 26, 2019 at 4PM. We had a booking on Air China Flight 1314 from Shenzhen to Beijing (PEK); and thereafter, take a connecting Air China flight 989 from Beijing to New York (JFK) at 10:35pm on Aug 26, 2019.
3. Unfortunately, minutes before MH 78 was expected to land in Hong Kong, the flight was diverted to Taipei due to inclement weather at Hong Kong. We landed at Taipei during the early hours of Aug 26, 2019.
4. We expressed our concerns to the MH 78 flight attendants. They assured us that all concerns will be addressed by the staff attending to the passengers in Taipei Airport.
5. It came to us as a rude shock when the staff attending to us at Taipei informed to us that they were from China Airlines, not Malaysian Airlines: Malaysian had no presence in Taipei, and if we had any concerns we should take it up with Malaysian Airlines. They were incapable of doing anything more. We told China Airlines staff about our connecting flights on Air China from Shenzhen, China and that we needed to be put on a flight immediately to catch our scheduled flights. That did not elicit any response. They just mentioned that our flight from Taipei will be at 11AM that morning. Finally, we were put on the same aircraft (MH 78) which left Taipei around 12:45 PM, on 26th August.
6. The MH 78 aircraft landed in Hong Kong around 3 PM - there was no way we could reach Shenzhen Airport from Hong Kong to catch the 4pm Air China flight 1314. There was another shock awaiting us after we cleared arrival formalities and proceeded to baggage claim. Here we realized that one of our suitcases was left behind in Kuala Lumpur. This caused needless tension as we reported the loss to the MH baggage handling staff. All that took time as we had to wait in queue. They promised to send the lost suitcase to a destination we choose. We submitted our application.
7. Our next attempt was to find a Malaysian Airlines counter in Hong Kong (as suggested by China Air staff in Taipei) to find out how they would help us in reaching our US destination - having missed our Air China flight - at least they could help us reach Beijing in time for the connecting flight from there . Alas, we came to realize that there was no Malaysian Airlines staff available to help us. There was an ‘outside agent' to only address minor issues. He immediately told us that he was helpless.
8. We went to Air China counter to plead our case. They quickly told us that Air China was not responsible for our predicament, and we had to take it up with Malaysian Airways. As mentioned earlier, the Malaysian Airlines representatives were nowhere to be found! This contradicted the assurances given by the MH 78 flight attendants when we landed at Taipei.
9. As the situation was getting hopeless, My wife and I quickly booked a room at the Regal Hotel at the Hong Kong Airport. This costed us approximately US $150.
10. We went online to find United Airlines flight 180 leaving Hong Kong to Newark (EWR) on Aug 27, 2019 at 10:25 am. We had to return home as my wife and I were exhausted and unwell - needed to see our doctor. We had to incur a needless additional expenditure of US $2087.04 for the United Airlines tickets. The flight disruption and our lost baggage had deprived us of our timely medication. I sent an email to the SATSHK_LL_CONTROL (the agency handling the lost baggage) informing about our availability at the Regal Hotel till we catch the flight on Aug 27 morning. Thankfully, they were able to trace the suitcase and handed it over at our hotel.
11. My wife and I are still recouping from the exhaustion of the entire experience. Malaysian Airlines left us in the lurch to fend for ourselves, with no support whatsoever to put us back on our long journey. We are both 65 years of age and the experience was traumatic as we developed health issues.
12. At this point the only fair thing you can do is, to reimburse us unnecessary expenditure we have incurred. We are of retirement age and your reimbursing this amount is very important to us.
a. United Airlines ticket cost to fly from Hong Kong to New York having missed the Air China flight: US $ 2087.04
b. The Regal hotel room expense at Hong Kong: US$ 150.
Total amount being claimed: US $ 2237.04. I will be attaching the receipts as your web site reports "Photo format is not recognized. Allowed formats: JPG, JPEG, GIF, PNG, BMP, MP4, FLV, AVI, MOV, 3GP, MKV, MPEG, WMV, SWFWe ".

We badly need this refund. For this act of yours, we will reciprocate by forgiving the inconvenience, stress and trauma you caused us due to your very unprofessional way of handling the situation. We are still recovering from the ill health the stress has caused.

Our Address: 7 Enclosure Drive Morganville NJ 07751 USA
email address: [protected]@yahoo.com
Phone: [protected] (USA)

We had 4 flights MH0140, MH2710, MH2613 and MH0123 from Sydney to Kuala Lumpur, Kuala Lumpur to Sandakan, Kota Kinabalu to Kuala Lumpur and Kuala Lumpur to Sydney. I pre booked and paid for extra leg room on all flights. The only extra leg room on the Kuala Lumpur to Sandakan and Kota Kinabalu to Kuala Lumpur were the exit seats which I booked.
On the Kuala Lumpur to Sandakan flight, MH2710, an attendant said that we could not sit there. One male crew member came up and said that my partner was in a wheelchair, which was definitely not the case. He had carried a walking stick onto the flight which he was going to use for hiking in Borneo, which we proceeded to do. The attendant refused to listen to us and insisted we move. We asked if it would be possible to sit in business class as we had paid for the seats, however, this request was also refused even though there were numerous unoccupied seats there. We were extremely embarrassed by it all so in the end we moved to another seat with no extra leg room and were told we could request a refund.
On the way from Kota Kinabalu to Kuala Lumpur on flight MH2631 8 days later, we sat in exit seats and had no problem whatsoever at being permitted to sit there. I believe this proves that we were both considered fit enough to travel in these seats. I requested a refund on the 7th August. On the 8th August I received an email saying that my request had been received.
On the 21st August, I received an email saying that my request had been rejected. I emailed again to say that I didn't agree with this as we were able to sit in the exit row 8 days later without any problem. I have not received a reply since.
I paid a lot of money to have seats with extra leg room on all flights and am very upset that we will not be reimbursed for seats we paid for but were not permitted to sit in through no fault of our own. I request that I be given a refund for the seats we were not permitted to sit in on the flight from Kuala Lumpur to Sandakan.
Yours sincerely
Linda Widauer

Daniel van Heerden MH [protected]

I write to you to express my sincere disappointment with the way we were treated at the transfer counter at Kuala Lumpur. I have been a loyal customer with Malaysian Airlines for 20 years and if you look at my records you will see that I have flown ample of times with Malaysian Airlines including well of 7 return trips this year. I have always been very pleased with the service received and have spoken and recommended the Airlines to my business associates, clients etc but my recent experience have left me with a sour taste in my mouth :(.

We (Daniel van Heerden & Francois Jansen van Rensburg- M7IIBK) had a delay on our return flight on 26-Aug-2019 from Kuantan to Kuala Lumpur due to weather, which was all understandable. While we were in the air we explained the situation with the staff on board and that we needed to disembark as soon as we land as there would be a very small time to get to the flight from KL to Auckland. They were very helpful and were told by ground staff to make our way transfer counter as the gate already closed. This was at 10:28 PM. Although disappointed we understood that we would have a layover. We were at the desk first and explained the situation to the ground staff. they were not very forth coming on the situation and after an hour of passenger build up, i asked the ground staff to at least explain to everyone what the current situation was and if they can at least address the delay as there were families with small children and people were becoming restless. They did and it at least kept everyone in the loop.

However, my friend and I were made to wait until 4:00 AM the next morning before we were helped. Every other passenger was helped but why were we made to wait for so long before our issue was dealt with while every other passenger was helped. I can understand parents with Children, etc but really...? Secondly, when we were helped by Mr. Muhamed Syafiq, he was extremely rude and inconsiderate with our situation. We informed them that we paid for exit seats to get extra leg room which we paid for upfront. He first said that we did not pay for the extra leg room? I queried what he meant as we did in fact pay for it and he said we were just lucky to book it. I pointed out that this is not the case and he said verbatim " I believe the system not you" I was furious with the accusation that he thought we were lying. My friend Francois, told him that he hope that he will get an apology and showed him a printed version of the booking made with the seat assigned 14H, he then changed and said " well where is yours?" I did not have mine as it was on the App and I did not have internet access. He then came with the suggestion well just get a refund. This is not the way to talk to a customer, I did nothing but point out the fact that we would like it rectified and instead of apologizing he left and asked the other operator to resolve our issue. I do not appreciate being called a liar. We finally were given the vouchers at 4:30AM, but there were no transport where they said we should be going, and no one to help. we finally took a Taxi and arrived at the Hotel after 5 am. I did call the next day to ask someone to speak to me about this but was told I would need to send the complaint by email. I am happy for you to call me on my number [protected] to discuss this in more detail and look forward to hearing from you shotly. A very disappointed loyal customer. Daniel van Heerden

To whom it may concern,

We would like to make a complaint regarding our flight MH 867 from Kuala Lumpur to Denpasar.

We were traveling four people all together to have a family gathering upon arrival. Due to the delay we missed a day and a half of our family gathering agenda and our previously booked hotels were not rescheduled.

Those precious moments would never come back. We expect Malaysia Airlines will correct the problems and we hoped this will be our last problematic flight with Malaysia Airlines for our family used to fly with Malaysia Airlines for long distance flights because we had high expectations on Malaysia Airlines.

If this happened again, sorry to say we have to consider other airlines for our trips in the future.

We thank you very much for your kind attention.

P.S : Even though you put us in a Marriott hotel, which is quite famous around the world, it was too far from the airport which caused us couldn't have a good rest and there were cockcroaches in the bathroom. My sister was too afraid to be in the room after that happened.

Best Regards,

Regina Priscillia

Dear Malyasian customer care,

I book a flight from KUC to KUL on the 28 August booking OK8ZNJ for my 2 children and my wife.
At 23.23, I receive a message that the flight MH2543 will be delay for 1 hour 40 minutes.
Since they have to be in Kuala Lumpur before the new arrival time, I needed to change the flight urgently.
As mentioned in the notification, I can call to change the booking or any inquiries. Unfortunately, I have called more than 20 times in the laps of 2 hours and I only receive the answer: ‘'The number can be reach now call again later'
How can you write that you can call and nobody is here to pick up the phone. That is not what I was expecting from Malaysian Airlines. I fly MH since 1997 and don't want to fly other airlines because I love the service and punctuality but this event make me mad.
I didn't have any choices then to book from other airline to reach on time KL.
I trust that something can be done for a refund of money, postpone the ticket to another date, or a voucher.
But the principal aspect of all of this is that you didn't assume and respect the customer simple right to be able to rebook or change a flight at any time because nobody answer the phone.
Best regards.
Laurent Conus

I got food poisoning after I wa given the nasi lemak by the flight attainment on my flight from Syd to KL on flight MH140. I felt so sick as soon as finished my last food before landed at KL. Went to toilet number of times while waiting for my next flight to Surabaya and I thought that I couldn't make it to the next flight.

I report it to the flight attandant when I got on my flight KL to Surabaya flight no MH871. I was given some tablets to stop me to go to the toilet. Got worsened when I got in Surabaya and I was run to the doctor.

I am afraid to fly with Malaysia Airlines in the future because of food poisoning experience.

I was travelling to KL from Singapore on the flight MH 624 on 18th August 2019.
I've kept my Blue Casio sport watch inside the purple luggage bag. This bag was send as a checked in luggage at Singapore airport. I've received the bag and went to hotel as the watch was kept inside a pouch in the bag and it was there inside the bag. Upon the arrival at hotel and when unpacked i could see that the pouch is there but mywatch is stolen from the pouch. The tag number of the luggage is MH 532616.

Date of incident- August 14, 2019

Full Description-

I was travelling from Denpasar airport to Langkawi through Malaysian airline. Upon checking in at Denpasar airport, I was granted boarding pass for DPS-KUL flight, but not for KUL-LGK flight, the reason being, I didn't have a Malysian Visa. I reached KUL airport, took Visa on arrival at Kuala Lumpur airport, reached check-in counters of Malaysian airlines 40 minutes prior to my flight with all the required documents(including VISA), but the staff had already allotted my seat to someone else, claiming that the I did not have a valid Visa when checking in at DPS airport, as has been commented by the staff person at DPS check-in counter and that's why they allotted the seat to someone else and have no seats remaining now. They kept arguing with me for a long time and only when 30 min to my flight were left, they told me that I am already late for a check-in.

This makes no sense to me at all, when I had all documents. They used it as an opportunity to flax their overbooked flight. Staff was really hostile and kept shifting the blame over to me for not checking in early, they didn't even give me an alternate flight. I had to book another flight for next day on my own. It was a complete loss of money, time and it ruined my trip and left me in disappointment. I am never going to recommend Malaysian airlines to anyone if a resolution in not provided, also I will reach out to Consumer forums and social media.

Desirable Resolution-

In cases of overbooking, airline is liable to provide an alternate flight, which was denied to me. I want a full refund for my flight, as well as the flight I booked afterwards to reach Langkawi.

Flight details-

Malaysia Airlines
MH-850: DPS-KUL
MH-1456: KUL-LGK

Passenger name- 1.Shubhangi Sengar 2. Aditya Koduri

Contact number- +91-[protected]
Email- [protected]@gmail.com

We all know that MAS is in poor financial shape, however as a loyal customer for over 20 years, I find that the in flight service is very poor in economy. Arrived back in Adelaide 9 August 2019 one hour early and had to wait an hour until a bay was available. There were plenty of bays. Why not negotiate with airport management to switch bays?
The breakfast was of very poor standard. Cold bagel with a thin slice of tomato and plastic slice of cheese. At least last year we received a warm mushroom omelette.

There was much turbulence and the cockpit officers said nothing to allay our fears, only to strap ourselves in! One passenger was having an audible panic attack and not one steward came to offer any assistance. Why couldn't they advise the passengers that they would climb to a higher level to alleviate turbulence?

Dear Concern,

Booking Ref: RB09SM
ETKT- 232 [protected] For Mohammed Asraf Uddin.
Frequent Traveller- MH-[protected]. Email- [protected]@hotmail.com.

On 14th July I made a change through call center. I talked with one of the representative over the phone. I forget his name. I told him to change my ticket from 24 July to 14th August. Then he asked my return date, then I said return would be 17th August. He confirmed my new travel date and asked for difference fare. I told him I will pay though credit card, then he charged my credit card USD 150.35 as the difference fare value. He said within a short time your ticket will be send to your email. On 15th July I got new ticket through email for the 14th to 17th August, 2019, Dhaka - Kulalumpur-Dhaka . After getting the email I checked the ticket, where everything was cleared and confirmed. Today I went to Dhaka Airport, after giving my passport and tickets to the check in counter, they informed my name was not in their system. They found this ticket still showing travel date was 24th July. They said Call center people didn't change my ticket. My question is if they did not change, how I could I get the changed tickets in my email with new date and flight no and why they charged the amount from credit card. From the airport I called to the call center, they found everything was right what I said but the lady couldn't not do anything except apologize. It was very insulted for me to return home from the airport. Please check this issue ASAP. Thanks.

Dear Sir madam,
With booking reference VHINRV, my mother in-law Mrs Pan Kumari Pokhrel did arrive on 12/08/2019.
I did book a wheel chair assist for her from Kathmandu to Sydney.
But when she finally came out, she was walking all the way from plane to exit.
she had some medical issue and cannot walk for long that's way I booked the wheel chair for her and she is 76 years old. She did not get any wheel chair assist while coming out in Sydney and everything was confirmed in ticket.
I do not know whether it was negligence from the airlines and My mother in-law definitely need wheel chair. She had some breathing problem and when we reached home, her oxygen level was much lower then normal and we had to give her more oxygen.
I do not understand how and why this big airlines company can do like this.
Now, My parents are coming next month with same airlines and I have also booked wheel chair for my mother as she had some knee problem. The booking reference number is SMN4YM and I am much worried about my mother now as I cannot afford my mother walking such a long distance.
please investigate why those things happened.
I look forward to get your reply

please reply me on
[protected]@yahoo.com
[protected]

We were booked to fly to the UK 12th August Perth to London via KL - 2 adults, 1 child and 1 infant. Unfortunately our infant was hospitialised with RSV virus (highly contagious), Secondary Pneumonia and Plural Fusion Fluid on the exterior of his lung and spent 12 nights in the childrens hospital exceptionally unwell. The airline refused to allow us to change flights or re book without enduring the grueling and harsh fees of over $1300 plus fare and tax difference which would result in us needing to pay approx another $3, 000 on top just to change the date! (we only paid $2900 in total for the flights in the first place!)

I have provided medical evidence and a letter detailing our sons illness and how he was still in hospital and did not have a discharge date as he was still extremley sick. He was discharged 1 day before being due to fly out to the UK and has been deemed unfit to travel by air and is not allowed to go anywhere until he is recovered which can take months!

I have spent hours on end on the phone getting no where with both the agent and the airline and the lack of empathy is awful.

They have simply come back with that the change fees stand.I have looked at changing to a later date however to then add on $3000 and still take $1300 in cancellation fees as well.

Our child almost died - it was the most stressful time of our life. The added stress and financial stress this has put on us was unnessacary. We only booked the flights 1 week prior to our son getting sick as a last minute decision so had not added on insurance as we had not got around to it at that stage. As soon as our infant got sick (3 weeks prior to departure, we only booked 4 weeks prior) It was to late to add it on as it "pre existing"

I am shocked that in such an unfortunate scenario that the airline have been so unsympathetic.

There were 2 incidents during my travels on Malaysia Airlines from Bangkok -> Kuala Lumpur -> Bangkok.

1) On Aug 2, 2019, my husband and I flew from Bangkok to Kuala Lumpur. When we arrived at the baggage claim in Kuala Lumpur, my husband's bag tag was missing and my luggage zipper was opened. Thankfully the zipper worked, however it is quite disappointing to find my luggage in that condition. My personal items could've fallen out.

2) On Aug 5, 2019, when I received my luggage at the baggage claim in Bangkok, I found my baggage completely discolored from it's original color. It is extremely dirty. Please see photos attached.

I have traveled from Asia to the United States multiple times and I've never had any issues receiving my luggages in it's original form. This is extremely disappointing, given such a short flight. Clearly shows bad luggage handling and dirty storage spaces.

It would be great if you could see to any form of compensation for this damage or at least provide cleaner storing and handling spaces. Being Malaysian myself, it broke my heart to discover such poor service quality.

I hope the airlines will improve further.

Upon arriving at Heathrow Airport only 1 of 2 suitcases arrived. The missing 1 was traced back to Singapore and arrived 2 days later. When it was delivered to our house, it was completely destroyed. 1 wheel was sheered off, and the case was badly split in 2 places, I can only assume it had fallen off the cart that delivers it to the plane and then possibly even run over by another vehicle.
The lock was also missing. Fortunately the contents were all in tact.
We had returned from our trip 5 weeks early due to illness.
The flights were all booked via Malaysia Airlines, even though the final leg was a Quantas flight.
Date of flights 3rd Aug 2019 / Arr. Heathrow 4th Aug 2019
Kota Kinabalu to Kuala Lumpur (MH2645)
Kuala Lumpur to Singapore (MH0607)
Singapore to London Heathrow (QF0001)
The case was brand new, and purchased because it was a hard shell, offering protection to bumps etc.
My name is Vaughan Watkins, and my partner, who's case was destroyed is Stanislawa Knapik. We would really appreciate some compensation for the suit case. Valuation £80.00
Please see the attached photos by way of evidence.
Thank you

On 16 July 2019, I had an unsuccessful ticket reservation (TGG-KUL, 4pm) as the external problem occur after the money deducted from my bank account (CIMBClicks, RM159.34) and i'm not redirected back to the MAS website. I already made a report on the same day (16/7/2019) and MAS promised me to refund my money in 14 working days. Today (7/8/2019) remark as the 16 working days after the incident and I DO NOT RECEIVE ANY REFUND AT ALL! I already called the customer service hotline and the operator said they already filed a report but there is no reply or feedback from the Refund Team since the report was filed. So, I'm very hope that MAS team will upgrade their website and service as this is not the first time this problem happening to me, and do I need to call MAS everyday just to get update about my refund when you're not doing your job accordingly? Please resolve this issue. Thank you.

Case Number: [protected]

Hi
Good morning. I am writing this letter on behalf of my newly married wife who travelled from Dhaka, Bangladesh to Sydney, Australia by Malaysian airlines ( Flight- MH0103, Seat no. 22F, Zone-D, departure from DAC at 1215 to KUL on 26 JUL 2019 & Flight- MH0123, Seat 27E departure from KUL at 23:45 to SYD Name: Fahmida Zaman Promy, Passport no: BY 0823694, one luggage has been received by check in counter and gone through the check in Dhaka but when she has landed In Sydney at 10am on 27 July 2019 and received one unlocked ( broken lock) luggage without her very important and valuable gold which has value AUD $10, 000 We are completely socked and strongly complaining about that and want full compensation also she is mentaly upset beacuse these gold her marriage Jewellery. My email is: [protected]@gmail.com
So i want you to take a quick and proper investigation as well as to give me full compensation regarding these lost items. It is a very unprofessional and illigal behaviour from an airlines which has a very good record.

In this circumstances, i have attached some images related to her travel document that would help you to find out the actual culprit and charge full compensation.

Thank you for your attetion and we are waiting for your action for it.

Kind regards
Mohammad Ashikur Rahman
On behalf of Fahmida Zaman Promy
Passport no. BY 0823694

My flight has been delayed by 1 whole day and Malaysia airlines are refusing any kind of accommodation when i go there cause they have told me in advance. This is so bad on their part as it is not my fault they changed the dates. My stopover which was to be 2½ hour is now 24hr hows that!
I am so disappointed no help offered by airline instead they are telling me to they can transfer me to another flight with a transit of 13hr which is half a day...pretty useless as well...this is the worst experience that i have ever had...this was my first time with Malaysia airline and its not going good so far.