Malaysia Airlines
Reviews and Complaints

I booked my ticket online on malaysian airlines website. everything was fine untill i tried to print out my tickets next week after i booked it and shocked that return dates are not what i booked in for. it was the default date when you enter your going date.

So i called malaysian airlines and explained to them that there is something wrong they refused and blamed me for this her wording were " Sir, you select your dates on online booking we dont". being an IT professional i decided to research the website and found that their website had cookie problem which was changing dates back to default date on confirmation. so made a clear video shot of their website showing exactly what happened. so i wrote to their IT support department and they refused as well saying "The history was checked and there are no errors found in booking this is a clean transaction."

So i replied "Have a look yourself. I am sending you video shot of incident happened with me" and then they decided to do further investigation and after few days

"we were unable to see the video clearly because the video was too small. However as advised by our technical team, we are confirmed that there was a glitch or error in our website during your transaction."

But for all this what i got "Thank you for communicating with us and sorry for all inconveniences."

1. Their website is a mess. You cannot always see which flights are available. Then when you look for information on a basic written synopsis of films, all you get is a synopsis of one or two and video trailers. Where is a basic text synopsis on all films showing on a flight if someone does not wish to watch the videos? Where is the information indicating if breakfast, lunch and/or dinner will be served on the flight? Try checking online for over a day only to be told their site has technical errors. Their site has had various technical errors for years.

2. Some of their customer service agents are appalling. One gave me attitude and told me that the links to the trailers work. Who said they did not? I asked for a text document with the synopses. This same person told me the website did indicate which meals were served. She sent me a link. All that the link indicates is that a flight has at least one meal. It does not indicate how many or whether these are breakfast, lunch or dinner. Another agent told me they could not check me in telephonically when the website kept refusing. A third agent told me they could check me in telephonically and said that she had done so. Who knows what will happen when I arrive at the airport.

3. They changed one of the flight numbers without telling me. This is not ahuge inconvenience as the flight time has not changed, but why did they not communicate this? I have a connecting flight from Kuala Lumpur to Manila. I found out one day before leaving that Malaysia Airlines had unilaterally put me onto a much later flight. They did not cancel the first one - they are still selling tickets for it. I had booked and paid in February for a flight in December. What gives them the right to push me onto a flight that leaves about five hours later? I do not even know yet if they have also pushed my companion to the same later flight. The service agent insisted I had booked the later flight even though I have a physical ticket in front of me for the earlier flight. I had to phone the travel agent so they could try to fight with Malaysia Airlines. I am supposed to be getting all sorts of things ready today. Instead I am sending e-mails to all and sundry to try to get a response so that Malaysian Airlines will fix their botch up. Tomorrow I leave for Kuala Lumpur and then Manila.

Malaysian Airlines is clearly nothing like a five star airline.

A friend helped me to book a round trip ticket from Kuala Lumpur to Taipei using her credit card. On Jul 25, 2010, upon departure from Taipei back to Kuala Lumpur, my friend was with me while checking in waiting for the agent who checked me in to ask for her credit card to prove her purchase of ticket. But the agent did not request for any proof of credit card. Upon arrival in Kuala Lumpur, I was held by the malaysian airline agents and insisting me to show them a photocopy of my friend's credit card or pay for a new return ticket. On the e ticket, it says :"For security reasons, the following are required upon check-in or ticket reissuance,
failure to produce these documents may result in denied boarding:
1. Photocopy or actual credit card used for the online purchase(s).
2. Photocopy or original photo ID of the credit card holder." Not AFTER you board the plane and actually arrived at your destination.
So I was forced to pay for a new return ticket. The following day, the MAS agent contacted me and asked that I send a photocopy of my friend's credit card so that he can refund my newly paid ticket. An issue was initiated on the 13th of August 2010, I was told that the it would take a maximum of 3 months for the refund to revert back to my credit card. It's been 4 months now and I've not received a cent from MAS. Now the agent is asking me to provide them with my credit card number again so that they can confirm that they actually processed the right credit card. I just want my refund back, how hard is that?

My name is Disaro Jack, student at UCSI University-Malaysia, I left Malaysia on thursday(11/11/10) at 01:20am and arrived in Botswana yesterday(11/11/10) at 12:30pm and i was so stressed that all my friends found their bags at the SSIA airport in Botswana but i ddn't find mine, it is a black I-polo bag, it is pulled..it is locked with a black small padlock..i was coming from Malaysia through Johannesburg to Botswana..i checked-in at Kuala Lumpur International Airport at 11:00pm(friday) and boarding time was 00:50am, then i was told by a man at the check-in counter that i will find my bag in Botswana and also that in Jo'burg i just have to show them the boarding pass nd i did that when i got in Johannesburg ..right now i dont have clothes even toiletries...my shoes are inside the bag..i have only the clothes i wore when i was coming to Botswana!please help me get back my bag...my passport number is N904756., i am a Motswana..my phone number is [protected], my flight was MH203, seat 24H, SEQ 91, Gate C14.ill be more thankful if u can return back to me as soon as possible..i really want my bag coz i cant live without what is inside the bag!

On 26th sept, I tried making an online booking for my husband and I for a flight back to kl from denpasar on the 29th sept. The first time round, my application was rejected, something to the effect that they failed to process my application. And so I tried the second time, which had also failed. After which I gave up and booked airasia instead, which came through fine.

After i've succeeded purchasing the airasia tickets (Finally, at 4am, after taking me 4 hours to scour cheaper flights thro mas and book, only to be rejected), I logged-on to my email to get the airasia online confirmation, only to also find two mas online confirmation for the twice supposedly rejected purchases!

After numerous calls to the 1300-number (Which tend to get cut-off easily) that night and the next morning, a customer service staff advised me to extend my complaint email to the "ibesupport" and they will advise on the refund process.

And so I emailed to ibesupport and explained my entire situation (For the two 'rejected' purchases), only to receive a reply asking me to go to nearest mas office with the refund code attached, with a processing fee of usd40 per ticket i. E usd160 in total!

And when I replied back that why did I have to be made to pay for their incompetensies, furthermore in usd not ringgit m'sia, and the answer was that since the ticket was from denpasar to kl, then it a standard rate to use in usd. But since I require in rm, then it'd be rm200 per ticket! And that's even more expensive than usd!

I certainly have no kind words at the moment for this kind of services.

Anybody has any advice for me to fight to not pay any exorbitant fee, please do advice me. I'll certainly go rampant with anti-mas on my facebook if they still make me pay!

Nfr.

There is currently an advert on the radio that you can fly to one of four asian destinations for only R1700 on Malaysian airlines, off course at the end they mention terms and conditions apply. Usually this means that this excludes Taxes. So I phoned their offices in Cape Town and was told you must book a full ticket to one of their destinations and then from that destination you pay R1700 to one of the four, I did not even ask if that includes the taxes, why could they not have stated that in the radio advert then I would not have bothered, maybe they did while the guy was blowing the irritating vuvuzela.

So i'm not the only cantankerous, frustrated person with mas it seems, good to know! (Maybe I am the only cantankerous one!)
I am still experiencing problems with the discrepancies in departure and arrival times for my upcoming trip 20 august 2010, it is now 6th august and my online account still shows the wrong time. My emails to and fro with mas ([protected]@malaysiaairlines.com) continue to be pointless and disappointing. To confuse them even more (And mind you mas staff are not prone to confusion) I have highlighted a similar discrepancy in my father's departure/arrive times (Also web vs email confirmation)

For a bit of comedy (You have to laugh it off sometimes as anger is an energy waster) read on..

1. May 2010. Purchased ticket. Email itinerary shows departure time 1830, 13/11//2010.
2. 2 august 2010. Checked mas web account. Departure time 2010, 13/11/2010.
3. 5 august 2010. Wrote to [protected]@malaysiaairlines.com to
A. Request an explaination for the discrepancy
B. Ask for the correct time
C. Complain that if there had been a rescheduled time, no email had been sent out to inform the passenger.
4. Received a reply:
"regards to your email, please be informed to refer directly to our nearest ticket office for your confirmation as our end reviewed there is a reschedule on your ticket dated.

Kindly be noted, not all the flight time will reschedule, its depends on the traffic airlines and and it is not our control. "
5. I replied :
"your response does not provide an answer to my queries.

I have highlighted a discrepancy for booking ref abc in my email below.
I have no issues with the changes in departure time, but I expect a response on the correct departure times for both kl to perth, and perth to kl. You have not provided any answer and have instead asked me to check with the ticketing office.

What is the point of booking my tickets online when I have to refer back to the ticketing office for the correct time?"
6. They replied:
We sincerely apologize for the problem you have encountered. We already highlight to the respective area to investigate the incident experienced to you. Please allow us to apology for the incident happened or any inconvenience caused.

Duh?
7. I wrote:
"your apology does not answer my question.
I'm asking this for the third time: what is the correct departure and arrival times for booking reference abc?"

... And so my saga continues so stay tuned

This is complaint is about my luggage which has been broken while i was traveling from Banladesh to Singapore via Malaysia, my lock was broken and my stuff was stolen which i have noticed after reaching Singapore. The luggage was checked in Bangladesh, Dhaka International Airport, we also had a transit in Malaysia where the luggages was transffered to a different MH airlines...I have also informed the airline authority and they have confirmed that they will look into this matter and investigate the whole thing. I am sorry to say that it has been almost 4 months but they have not contacted me regarding this matter. I suppose they should have had atleast contacted me and let me know the status.
I hope you would be able to help me regarding this matter. Thank you for your cooperation.

Habibur Rahaman
[protected]@yahoo.com
+88-[protected]

On 14-10-2009 I bought 2 return tickets for Penang to Male, travelling on the 10-04-2010 and returning 15-04-2010. I received a confirmation email to my personal email address on the same day. The trip is for a wedding ceremony and honeymoon in Maldives.

The problem with my booking is that while we are in Maldives, we were informed that there is no flight on the 15-04-2010. We found this out late in the evening on 14-04-2010. There were no previous contacts from Malaysian Airline, or even attempted contacts that I know of. Even the check-in desk when we left Penang did not mention any changes. Because the local Malaysian Airlines offices were closed at the time we found our flight no longer exists, we decided to wait till the morning of the 15th and see if someone from the Malaysian Airlines can help us sort this issue out.

The next day, 15-04-2010. I called the Malaysian Airlines Male offices asking what happened to the flight, why wasn’t we informed and what they can do to sort this out. We were told our ticket was changed to 14-04-2010. Which was news to me! And they couldn’t tell me why I was not informed of this. I told them what’s most important now is you need to fix this issue because your lack of communication will possibly delay me and cost me my job. Because I needed to get back to Penang on the 16-04-2010, as originally planned so I can catch further connections to London for work. Malaysian airlines staff at their Male offices were not helpful and told us they could do nothing there they had no flights on that day and can only re-book me and my wife to leave on 16-04-2010 (arriving in Penang on 17-04-2010). Also, they cannot book me on a flight with a different airline leaving on 15-04-2010. This was also repeated to me by one of their staff at Malaysian Airlines headquarters over the phone. This seems ridiculous as they are allowed to re-schedule me on a different flight that will completely ruin my travel plans, but will do nothing to fix it. The staff (I regret now that I did not get his name) passed me to their customer relations answer phone when I asked to speak to a manager. I would have left a message if I didn’t have to sort out a flight getting back to Penang leaving Male on 15-04-2010. We couldn’t wait for the Malaysian Airlines flight on the 16-04-2010 due to my work as I have mentioned previously.

This situation has left a particularly bitter taste because the holiday to Male was for a wedding ceremony and honeymoon for my wife and I. It soured what was a wonderful honeymoon and because for the last day we had to run around trying to talk to their unhelpful staff and secure airline tickets back to Penang.

In the end we had to buy Singapore airline tickets ourselves to get back in time. I’ve been trying to get in contact with Malaysian Airlines customer support to claim this back, but have been met with silence all around. No answers to emails or even letters.

The attached image shows or original confirmation flights, the one that was canceled.

I have booked a round trip ticket (2 adults, 1 infant) via mas from kul-maa-kul. kul to maa (chennai) on 29th march and return from maa (chennai) to kul on 12th april. during the return trip from maa (chennai) to kul which was on 12th april, we reached the airport at 22.45 hrs (flight departure time was 23.45 hrs) due to unexpected traffic on the way from my home. i reached the boarding pass counter at 22.45 and mas traffic officer mr.simon refused to accept us due to bit late but at the same time he allowed a person whom he knows. i have explained to him about my daughter's medical check up in kl and asked him to help me but he refused and told that he will request the reservation department to change our ticket to next day and gave me the reservation contact no of mr.kumar / felix.

I have contacted mr.kumar and asked him about the date change and he said that he cant because the system is showing that passenger "no show". i have explained about everything that happenned and also about mr.simon's report but he simply said that i should contact back mr.simon regarding this matter. mr.kumar did not help at all and i dont think he knows what he is doing and he did not answer properly over phone. then i contacted the airport office and they said that mr.simon is on night shift and they can't help me and told that i should call mr.simon when he come for the night shift. i called again at night and spoke to mr.simon and he said that he will come back to me in 10 minutes time but he never and i called him again after 3 hrs and he told that he changed our ticket to 14th april. he told me to reach the airport earlier so on the 14th i reached the airport at 21.00 hrs with my wife and 11 mth old baby and met him, but he told me that he is talking to some managers regarding this issue and will get back to me. earlier he told that our ticket have been changed to 14th but on the 14th he told that he is still discussing with the manager. we waited and waited till at 22.35 he came and told that he cant change the ticket and told us to buy a new ticket. as we dont have much choice and we need to be back for our baby's medical check up so we decide to buy a new ticket. mr simon bring me to akbar travel agent for me to buy the ticket. there the ticket agent issued a ticket dated 19th april and mr simon issued boarding passes for 14th april using the 19th april ticket. finally we got the boarding pass at 23.15 hrs which was given by mr simon himself.

My question is if on the 14th they were able to give the boarding pass at 23.15 hrs then why they were not able to give it on the 12th at 22.45 hrs ? and i also want to clarify whether am i eligible for the reimbursement of the return fare as i were already in the boarding counter at 22.45 hrs. im aware that change of date is not allowed for my ticket but i was already at the airport on that day.

Your prompt reply in this matter will be kindly appreciated.

Fyi, i am a gold card member in south african airways, silver card member in emirates, silver card member in singapore airlines, blue card member in klm, privilage member in jet airways and air inida.

I am holding the following documents but i could not upload here as the format and size not accepting by the system
1) initial ticket dated on the 12th (with comments written by mr.simon)
2) new ticket dated on the 19th april
3) boarding passes

My overall opinion is that chennai reservation office and chennai airport ground staff service quality is very poor.

Thanks and regards.

Muthuvel paramasivam.

Malaysian Airlines – A Horrible journey -- Theft of gold jewelry from the baggage

Flight: MH-194 (Kuala Lumpur To Mumbai )

Luggage baggage was misplaced by staff and it didn't arrive in the same flight for which a lost baggage complaint was lodged with the Malaysian airline, Mumbai office.
After following up with the airline, my baggage finally reached Mumbai on next day on 2nd April 2010. Since my wife resides about 700 kms from Mumbai, it was not feasible for her to come down to Mumbai to collect the baggage. Hence your staff suggested that the baggage will be couriered to my wife residence to avoid any inconvenience.

On 2nd April my wife got a call from your office in Mumbai that the parcel has arrived but the courier company was reluctant to send the courier as it contained gold ornaments and chocolates, clothes and gifts as declared in my baggage complaint mentioned above. I need the parcel urgently since my wife was attending a marriage in the family and the baggage contained her traditional clothes and jewelry. After I raised my concern on how you would ensure the gold jewelry will be safe, the lady officer (forgot to ask her name) informed that the baggage will be sealed and couriered.

But to my surprise when the baggage arrived on 3rd April (Ark Courier) at 5 am (do you counterparts send courier at this hour!), gold jewelry consisting of rings and managalsutra (wedding band) was missing from baggage

I am really appalled and shocked that an airline of your reputation handled this whole episode so carelessly and unprofessionally. I would like to know how I can get back the ornaments that I lost.

One more thing, when I call to Mumbai airport about this issue then they told that now they can not do any thing (just say, you don’t have to put your jewelry in the luggage bags) and they are not giving me any email or contact number where I can complaint. And give me public email id bcamhbom.[protected]@gmail.com...  . They don’t have any official email id for the same.

And even there is no response when you mail to '[protected]@mas.com.my' and '[protected]@malaysiaairlines.com'

It not a new practice for Malaysia Airlines staff (Delhi) to charge passengers for excess baggage. Most of the passenger are First time traveler or Less educated of which Malaysia Airlines staff make fool while charging them for excess baggage. They even least bother while manipulating company excess baggage receipts because Malaysia Airlines higher management is so lazy.. that they least bother if a couple of passenger complains for such above practices they came across.

It looks strange for layman to figure out that how such things can happen but for such airline staff its not difficult atoll.
Passenger comes to check-in counter to pay excess baggage charge, though its half minute process to collect the chargeable money and issue an excess baggage ticket containing 5 self carbonized leafs with unique common bar code on all 5 leafs of particular ticket.
1. Audit coupon, 2. Flight coupon 1, 3. Issuing office coupon, 4. Flight coupon 2 (basically for connecting flight, incase of other airline), 5. Passenger coupon.
Now All Malaysia Airlines flight (MH191)operating from Delhi are of Delhi-Kulalumpur sector. Passengers going further from Kulalumpur changes aircraft at Kulalumpur. 99% of Malaysia airlines passengers either travel to Kualalumpur or if onward that also with Malaysia Airlines flight only, so importance 5th. Flight Coupon 2 becomes irrelevant for Malaysia Airlines revenue or accounts depts..
Because there is no other carrier involved in passenger's onward routing, manipulating the accountable revenue generating excess baggage ticket becomes more easier for staff.
Staff brilliantly separates 1st, 2nd, 3rd leafs from last 4th and 5th, doing this it makes staff capable of using a particular excess baggage ticket for charging passenger for excess baggage.

Let me make it more easier to understand.
#If a passenger (first time traveler or illiterate) pay the charge (in cash), collect his boarding pass and other documents and simply walk away without demanding any receipt of payment. ITS EFFORT LESS EASY MONEY IN STAFF'S POCKET (need not to show such transaction in company accounts).
#Passenger paying the charge through their credit card hardly ask for company receipts because they always get a copy credit swipe receipt after signing it. STAFF USE SEPARATED 1, 2, 3 LEAF FOR SUCH TRANSACTION TO SHOW COMPANY THAT STATION IS UPLIFTING EXCESS BAGGAGE AND ALSO CHARGING FOR SAME.
#If Passenger pay charge (in cash) and demand receipt for same. STAFF USE SEPARATED 4, 5 LEAF, FILL UP 4th LEAF (and destroy it later on) WHICH GIVES A CARBONIZED GENUINE 5th LEAF WHICH IS PASSENGER COUPON FOR SUCH PASSENGERS.

All this is performed with support of STATION MANAGER and other HIGHER OFFICIALS.
END OF THE EACH DAY SUCH UNOFFICIALLY EARNED MONEY (which is minimum of Rs.1, 50, 000 to Rs.2, 50, 000 / Per Flight) IS BEING DISTRIBUTED AMONGST ALL.

###CHECK OUT SOME ATTACHED PROOFS OF ABOVE###.

Both the coupon are of 1 particular ticket with common bar code but having:

1.Two different Ticket no. of passenger on the left/top starting from 2322.
2.Different Excess baggage weight charged for.
3.Different Names of Passenger and Onward flight number (above Malaysia airlines logo, remarks coloumn).
4.Total amount charged.
5.Form of payment (1 cash and other credit card).

I am want to voice my utter dissapointment at poor baggage handling system of
Mas. I brought my family of 4 for holiday arriving london heathrow 25 feb 2010 via mh4.

1. Check-in luggage.
I checked in 4 bags.
One bag came out with deep scratches, and it was a brand new american tourister
Bag! This bag was totally manhandled. I had fragile sticker pasted onto the bag but
Looks like no one noticed or bothered!

I also knew the bag was manhandled as my son's baby biscuit was broken
Several pieces inside.

2. Baby stroller
When I boarded the plane, ground crew at klia told me to surrender my stroller which I
Did. They told me when I landed, it will be available at heathrow terminal 4 gate when plane
Landed. Naturally after 10+hours flight, my baby will need a stroller to rest.

When plane landed my stroller was no where to be found.
I asked around and they told me to go baggage counter 7 where all collection of
All bags would be there.

I was unhappy/dissapointed already as I had to manage my daughter age 4 and carry my baby son.
My wife was not feeling well which your air-crew could attest. (Chinese air-stewardess will have detail)

Anyway I waited patiently for my son's stroller to arrive... And it didnt!
Most of all passengers have collected their bags and I was still standing around like a fool!
Where was the priority of "parents with children"?

I asked around and heathrow being so busy, they told me to wait.
After nearly one hour, they gave me my stroller. It was drenched wet with rain water!

What's going on? I couldn't even use the wet stroller for my son.
And why is my stroller being wet?

Because of the long wait, my pick-up driver had left heathrow thinking I was a "no show".
I had to pay a fine to the car company to send another driver to pick us up! Also because of
That, my family and I had to wait at the airport. We should already be in our hotel resting from
Such a long haul flight. I also had to communicate with our hotel to allow late check-in due to
This delay. So much of inconvinience caused... And remember, I had to carry my son all these while!

The flight landed approx. 4pm (Uk time) which would be midnight in malaysia.
My family and I was very tired.

After such a long flight, my family and I do not need this! I tried to file a local complain at
Heathrow terminal 4 but the ground staff told me to write to mas directly about my complain as it's not their fault.

Now that my family is settled down, I am writing to mas to complain about this
Nonsence.
Even now on my return flight on 13march, I am really dreading stepping into
Plane of mas

I have written to mas and awaiting their reply about the two issues which I brought up, which will determine
My next course of action!
This is totally unaccepable and appalling especially for national carrier mas!

I was traveling from Malaysia on MAS to Tokyo to make a Continental Airline flight to Newark airport. MAS was overbooked and they rerouted me to London to take a British Airways flight to Newark instead. However, because of the incompetent fool at the MAS check in desk who forgot to send in the booking number to BA, the reservation was cancelled by the time I arrived with my daughter. We were delayed in Heathrow airport for 10 hours while transfer desk struggled to find us a flight out during the Christmas season.

On the way back from Newark, at check in we discovered that the MAS check staff also did not inform Continental Airlines that we were entering the US via a different route an airlines. And so when we did not show up in Tokyo, CA cancelled our flight there and back. Therefore our seats were sold, they were overbooked and there were 16 people on standby. CA rerouted us through LA to make a flight to Hong Kong where we had a flight on MAS back to Malaysai. Because of delays we did just missed the flight which resulted my daughter and I being stranded in Hong Kong for 26 hours. We then had to pay rebooking fees and was taxed for staying at the airport overnight.

I have written in to MAS through the online customer feedback section and I've called MAS customer service everyday. Each time I'm put through to voicemail and I've left a message each time. No one has contacted me in anyway.

Dear Radhiyah Omar,

Thanks for your mail. I am not sure whether you read my complaint fully. Inspite of me mentioning the meal preference well in advance, you airlines guys confirmed me that there is not sufficient food available on the board. In fact this happened to many people on that day and you can cross check your records. They have cooked some noodles kind of food to satisfy the customers. But efforts went no where. Including the captain, none of the crew on that day behaved decently. The crew confirmed me that they have meal preference as asian veg againt my group. This is nothing to do with planning in advance. This is pure careless ness of not carrying sufficient food. I sincerely demand the compensation for the torture we were given in the entire journey by the Malaysian airlines.

Looking forward for your response.

Regards
Murty KVSN
On Mon, 01 Feb 2010 12:11:39 +0530 wrote
>
1 February 2010

GTS306-12/09/RY/MH

Mr Murty

Email: [protected]@rediffmail.com

Dear Mr Murty,

Thank you for your feedback through our Malaysia Airlines Customer Feedback in conjunction with your travel from Kuala Lumpur to Bangalore dated 27 November 2009. We apologise for the extended delay in reverting to you.

Please accept our sincere apologies for the service shortfalls you and your family experienced when you were not accorded preferred seats of your choice, not given special meals, luggage did not arrive promptly on the conveyor belt, and for the lack of hospitality portrayed by the staff in assisting you. Kindly allow us to explain that seat allocation is subjected to availability and customers may pre-book their seats prior to departure. In regards to the Special Meal, please be advised that customers are required to request for such meals upon reservation, so that the Catering Department may make provisions.

We understand that the events contributed to an unpleasant experience for you and your family, causing much inconvenience and distress. Rest assured we have since directed your concerns to the relevant departments for their continuous improvement and corrective action. However it is with deep regrets we are unable to accede to your request for compensation.

We wish to assure you that at Malaysia Airlines, we are constantly striving to innovate and improve our products as well as our services to our customers. Our greatest joy is to be able to bring you high quality products and services that add pleasure to your flying experience. That is why we treasure every helpful suggestion and comment that we receive from you.

Mr Murty, your strong support and satisfaction are important to us. Once again we are truly sorry that you did not have the right experience with Malaysia Airlines. We thank you for your feedback and we assure you that we will continue in our earnest endeavour to improve and give our customers the service they expect and deserve.

We look forward to welcoming you on board our flights, trusting that you will avail us of the opportunity to serve you better in the future.

Yours Sincerely,

for Malaysia Airlines,

Radhiyah Omar

Customer Relations Department

Hello,

I am really sorry to say this that unfortunately I had to travel back from KL to BLR on Malaysian Airlines only. It was one of the worst flight journey I had experienced in my life so far. Nothing went correct from Check in to Baggage claim. Please find below the various events that happened due to which not only me, but my whole family including kids had to suffer. We are seven people (group) travelled from BLR(INDIA) to KL for holiday which include 4 adults, 3 child.

1. We were allotted 6 seats in one place and one seat 10 rows away. on child’s Mother was given the seat some 10 rows away. When we requested during the check in process, the person sitting there told us to manage this in the flight as he cannot do anything about this. When all 7 people are booked under same PNR(Booking Ref No: RQZFXH), how come the seat allocation can happen like this?
2. I specifically mentioned that we need Indian Vegetarian Meal and also baggage must have the priority tag, as I am Platinum member in Jet Airways. He has noted down both the request and also put the priority tag on my checked in baggage. But looks like he has forgotten to mention meal preference in the system.
3. The food was served to us after 3 hours(at 1:00 AM in the night) of the flight took off, that too after so many requests. We were told by the Crew that there is no Vegetarian food available and they are now cooking. In fact their response to our request were very rude. Many times they didn’t even bother to answer us. This happened to many passengers. I hope by now you must have received the feedback from many.
4. Even the kids were not served the food for 3 hours even though the there was food available. I hope you can understand the situation we faced and the behavior of the crew.
5. When I requested the crew that I would like to speak to the flight in-charge or the captain, they just didn’t bother. After a while I myself walked upto the cabin and spoke to the one of the captain. They he suggested me to drop a compliant.
6. After three hours of flight took off they served us a junk food with no taste and they said that is what available.
7. After landing in Bangalore, I had to wait for one hour near the conveyer belt to pick up my baggage even though there is a priority tag to that. Mine was the last baggage received on the conveyer belt.

At the end I can only say one thing that this is one of the worst airlines that I have ever flown. I am a platinum member in Jet Airways and gold member in Kingfisher and Air India and also a silver member in Singapore airlines. I never had such a experience in any of those flights so far. This is first time I flew thru MH and I have decided not to fly again in MH. I would also pass this message across my friends and colleagues. I would recommend them not chose MH at all. I work for an organization called Hewlett Packard and I am sure you would know the impact if I send such a mail to my travel agency. I would need the response to this mail with the reasons on why this happened? As a compensation I would want the Malaysian Airlines to pay me back the charges that we paid to you towards the fare towards the physical & mental stress that we have gone thru during the journey. If I fail to get the response from you in next 10 days, I would have no choice to put this in the website and send this to various media agencies.

Hi,
first of all, a big salutation to Dato' Tony.
I just would like to say that air asia stewardess are really out of discipline and manners. such a bad body language and also terrible english. we are paying to fly but they really treat us as if we are the "pelarian"...what is this?
and i feel all this batches are new which were appointed last year.
especially the indian stewardess are really OUT...they have no manners and they show their anger towards the passengers by mumbling to other of their colleagues. And i notice this people are under contract for 1 or 2 years...and still a trainee..how do i know...coz i was a stewardess too in MAS
Mr. Tony pls do train them or better if u dont take the indian gurls to work there as i really tell you something..they have really no manners..and their make up is seriously out...and ermmm...too many to say just because i m upset with the bad languages.

I would like to share with you about my recent unpleasant experience traveling with Malaysia Airlines from London to Kota Kinabalu via Kuala Lumpur on 24th December 2009. I have been living in the UK for many years and have not travel with MAS for a long time. I have heard about the numerous awards that MAS has received and was curious to find out about the MH (Malaysian Hospitality) slogan that MAS emphasizes in all of their marketing promotions.

When I arrived at the terminal 4 at Heathrow airport, I was informed that MAS has overbooked this flight. I inquired the status of those passengers who have been overbooked and was told by the check-in personnel that they will be upgraded to the Business Class. I would like MAS to clarify how passengers are selected for such upgrade in this particular situation? Is it based on timing whereby passengers who check-in later will be given priority? If so, had I checked-in 2 hours before the scheduled flight, instead of the standard 3 hours, would I have stood a chance to be selected for an upgrade?

My unpleasant journey began when I discovered my sit (61A) was faulty and could not recline. I complained this to the flight attendant but they could not move me to another seat as the flight was full. It was a horrible and torturing experience when a seat cannot be reclined during a long haul flight.

To make matters worse, the flight entertainment system was not working in the whole aircraft through out the 11 ½ hours journey. The flight attendant tried to reboot the system for the first 3 hours but abandoned the task as they could not rectify the problem. Passengers were upset especially the ones with children. There was no official apology from neither the chief flight attendant nor the captain that there will be no On-Demand Entertainment System for the whole duration of the journey. I felt gutted and horrified as this problem should have been checked at Heathrow before we departed.

In my opinion, MAS' service standard is not on par with other regional airlines at all. For instance, MAS did not provide basic amenities such as toothbrush, socks or even an eye patch to the passengers. No warm towels were distributed, unlike other airlines, when we were seated or before meal was served. And I wouldn't compliment on the food being served either.

I could have chosen other airlines for my flight to Kota Kinabalu namely Royal Brunei, Korean Air, Cathay Pacific or Singapore Airlines. With the amount of money that I have paid for this trip especially during the festive season, I should have chosen one of these airlines for a much pleasant trip without falling for the MH promise.

MAS always boasts about its numerous award achievements but, sadly, the physical aspects of its aircraft is a shamble and its service is a huge disappointment.

I can assure you that this will be my last time traveling with MAS after my return to London in mid- January, .

Sincerely,

Gutted Passenger.

London

This is a complaint I just filed with MAS. No response to my mail, and no calls made to my parents, and I have no idea if the online complaint went through after I pressed send.

To keep it short, minus the rhetoric,
17th Oct. 2009 was the travel date:
1.MH149 changed to 147. My elderly parents were given the run around in Penang airport during check in. 30++ minutes at the counter with some legwork thrown in.
2.Gates in KL changed n they had strenuous walks [between 2 OPPOSITE ends of the terminal]. My dad had just been discharged from hospital a week earlier. I understand that your displays weren’t showing the correct information. Staff celebrating Deepavali?
3.Looks like MAS is following KTMB [local rail services where the train stops every 20 minutes to pick up something, or someone] style of transport these days - what's with the SUDDEN unannounced change in flying via Jakarta, to pick up passengers[?] and DELAYING the arrival by 3 hours?
4.Your superb timing at Mlb caused a further 2 hour delay as your flight comes in at same times as other flights.
5.I just heard from my parents that you did not even have the courtesy to provide them breakfast.

BTW – you do the math and add, 45+ years to your age before doing anything else. parents arrive looking really tired and disorientated...wht kind of a screwed up airlines is this. A friend had the same thing happen to him apparently ard 2 wks ago...change of flights and ended up in jakarta...LOOKS LIKE A SCAM PLAN.

Mas airline had decided to utilize one and only sms to inform customers on rescheduled flights, and make assumption that they will definitely receive it, seen it, remember it. They just couldnt be bothered to email a new e-ticket, or call to confrm.

The best part is, when I called to ask, the customer service agent said proudly, 'we have already notified you by sms on the 19, may, 2009. And when questioned why no calls or emails, 'oh, we only sms'.

To: malaysia airlines,
You are no way to good service.

Angry customer.
17 sep 2009.

My wife and myself were given seat number 41h and 41k on flight number mh188 from colombo to kuala lumpur dated 13th august 2009. Flight departure was schedule at 0145hrs but only departed at 0305hrs. We had to wait in the aircraft without any announcement. The announcement only came from the captain 10-15minutes before departure.
During the wait, the armcap of 41k just popped up. There was no way to put it back and if it did, it will just pop up again.
I reported to a cabin crew and she put it back and told me that it will not effect the safety of the aircraft. I showed her that it popped out again.
She said she will send the engineer to repair, but it didn't happen cos' according to the crew the engineer is needed in the cockpit. They couldn't allocate us to other seats because the flight is full according to the crew.
We had the most unpleasant flight cos my wife had to press the armcap down all throughout the flight and when meal time it was so uneasy. What a way to enjoy the meal.
We are very dissapointed with the crew for not attending to us to ensure that we are comfortable. Even the chief or ifs came to have a look. We are full fare paying passengers and we don't deserve this kind of treatment and unpleasantness. Attached is the picture of seat 41k. I am expecting a positive response from malaysia airlines. From james vijeypala a. ([protected]@gmail.com)