Malaysia Airlines
Reviews and Complaints

Dear team,
I've recently travelled via Malaysian airlines (Tkt num 232-[protected], date 31 march)and the experience is the worst.

It is with great regret I am writing this. My baggage has been damaged and even though I was promised quick and prompt action, there have been no reformative steps taken. I've sent the receipt of the bill as requested and there has been no acknowledgement. I've tried calling multiple times to no avail. I request you to take necessary action and solve the issue as soon as possible.
Thanks and regards,
Kireeti.

Booking Reference: UPXDN9 - Susan and Michael Trevor James. We booked Malaysia Airlines from Brisbane to London for 29 July 2019, returning 30 August particularly because of its short layover times at Kuala Lumpur. However, you have changed our outward flight once and return journey TWICE. We now have to fly out on 30 July and return on 31 August, arriving a day later at both destinations. We also have a much longer layover time in KL. I have also had to change my meetings in the UK because of the change of the arrival date. My husband is 77 years old, gets very tired when flying and hates long layover times which is the reason we chose your airline, because you offered the shortest flight duration. Now you have completely changed our booking. Our agent rang you to complain but the only real choice you gave was to cancel. No good at all, as a refund would take 6-8 weeks and we would
have to start the search/booking process all over again. The inconvenience is immense and, having booked in good faith, we feel Malaysia Airlines have acted very unprofessionally, without any regard for its customers. As a minimum, I would request either an upgrade which would make the longer journey a little more comfortable, a hotel room at KL airport so we could rest for the very long layover or other form of restitution. I considered making a complaint to the Malaysian Aviation Commission (MAVCOM) but have decided to await your response first. I look forward to hearing from you.

I have booked tickets for my whole family through cleartrip.com.I made a mistake while typing my son's name and I omitted one alphabet. Within ten minutes I informed the travel agency and have been contacting airlines for the past ten days but the issue is not resolved.
Malaysian airlines on their webpage itself permit name correction after paying certain fees but in my case, they are adamant that I have to come through travel agency'.I have tried my best through a travel agency but they maintain that Malaysian airlines have declined.
It is so frustrating that an airline can be so bookish without reasons
It's their responsibility to ensure that a bonafide passenger travels with the correct identity
In my case, I have forwarded my son's passport copy also but the Airlines is not cooperating

As a Business Class passenger I had to wait for approximately 45 minutes to Check-in. The actual Check-in probably took 5 minutes unfortunately it was the waiting which was tiresome.
My husband & I arrived at the Check-in area as it was opening, & we were the 5th in line. Firstly we had to endure a long wait when staff were setting up, & then at least 5 staff were attending/listening to one gentlemen - & this was even before they got to their checkout stations. What frustrated me more so, is that a lady walked up to the Business Check-in as she was apparently sent there by the service desk. She & her partner were then checked in, whilst those of us who had been queuing were still waiting.
It's when I queried this & others in the queue were told she was sent over by the service desk.
My issue was that your Team Members didn't follow process which lead to unnecessary waiting times - or if you have a policy of allowing queue jumpers, please let me know as next time I will refrain from travelling with your airline. I also pay extra to fly business class & I felt this aspect of my fare was certainly not worth it as I certainly was not provided express service - in fact the Economy lines were being processed considerably faster.

We booked a flight from bkk-KUL-DPS with 3 passengers, me, my husband and my 5 year old daughter.

We checked in online but we're late for baggage check-in on 11 April KUL-DPS 9pm flight. Your ground staff said we could board the plane but without the checked in luggage because we arrived less than 1 hour before departure time. We politely asked for advice on other options for us, a female ground staff only said we need to change to next flight on the next morning. We decided that 2 passengers, my husband and daughter, can proceed with the flight and I will buy another earliest flight on my own so that I can bring the luggage. Your staff, male staff (the lady left) issued 2 boarding passes and let my husband and daughter board the flight and not giving any communication to any of us on what is the consequence of not boarding the flight.

When my husband boarded the plane, the staff came to ask him 3 times if "your wife" is not boarding this flight. So obviously no communication from check in ground staff to the gate staff.

I flew after on another airline, paid the new ticket because we know that it is our fault to miss check in time so we did not complain anything. Now we are having a good time in Bali and seeing the online check in open for return flight, I tried to check in and the system denied my check in so I called your call center.

I called the call center at 2am 14 April DPS time because I will need to fly back on 15 April 16.25 hrs and do not want to have any issue boarding the flight back. Your staff politely explained to me that the system showed "no show" status that I did not board the flight so I need to pay a fee in order to fly back. And when I asked how much, your staff said will need to get back the next day because there is no standard quotation for this fee. Isn't that weird? I explained my whole story and he seems to be understanding but of course call center is not the channel to complain. Your only complaint channel is email, surprisingly.

This is seriously wrong and disappointing for an airline claiming to be a full service because

1. there was no communication from ground staff on this. At least they should give me advice that there will be issue for my flight back. If I did not find out about this first, I will surely have big problem at airport on the way back from DPS and the last thing I want to happen is for us family to have to fly back separately.

2. How can the ground staff record this as no show. I came for the flight and was denied to check in. And my decision to get another ticket was done in front of the staff. I know it is not their duty to "care" but being "service minded" they should give information.

3. A passenger not boarding the flight and the airline supposed to be fully aware of the situation if the staff care to provide the right information. Because the ground check in staff did not care, no communication was made to gate staff and the flight delayed departure on that day because they were looking for me and wondering why I did not board the plane.

I urge anyone in charge to please investigate this situation. I seriously think your check in staffs have issue on attitude. Rules are rules but service mind also needs to be there. This experience ruined our journey there by having to fly separately and I hope you can help resolve this before my flight back.

Sincerely,
Janyaporn Srisantisook
14 April 2019

Case#2019040237005336
Extremely disappointed with the service by MAS, imposing charge without looking at the client's situation. I truly question the customer service and service mindset of MAS.
MAS should really emulate the service level of the other top notch airlines in providing the best customer experience. I'm paying the RM150 under protest.

29/3/19 Flight MH130
6 Hours into a 10.5 Hour flight my Partner noticed there was no toilet tissue in the on board lavatory close to our seat. We checked other on board and none had any tissue. We asked cabin crew about this and they said they had run out of stock for economy class lavatories.

30/3/19 Flight MH786
Flight departed 50min late.

4/4/19 Flight MH791
Flight departed 45min late.

4/4/19 Flight MH131
Flight departed almost 3Hours late. I received notification of this via email and text message. It was obvious this delay would cause me to miss my connecting flight as connecting flight was a domestic flight and I would not have enough time to collect baggage, clear Passport Control ect... then change Terminals. With this in mind I went to Malaysia Airlines Desk in Kuala Lumpur and asked them to change my connecting flight. The refused as they said I would have plenty of time. I tried to explain the situation but it seemed I had interrupted her Facebook time which she was using her cell phone for and was not at all interested in being of assistence.
After boarding of Flight MH131 it became obvious that the Safety On Board Video that would usually play was not operating. Cabin crew were required to do the Safety Briefing Manually. It was very obvious the crew had no idea in how or what to do. The Safety Briefing was hurried through with some cabin crew putting life jackets on wrong and having to be shown by other Cabin Crew how to demonstrate properly. I have never seen such a display of absolute incompetence in my life... these are the so called "Trained Crew" who are suppose to assist "Paying Passengers" in the event of an emergency. It was clear they were under trained for such a situation or plane incompetent.
As predicted myself and partner arrived in Auckland International Airport with 40 minutes to collect baggage, clear Passport Control and make our way to Domestic Terminal and check into connecting flight. I new this would not be enough time as the lines were very long so I phoned Malaysia Airlines and explained my situation. The centre personal were of no help what do ever and told me to go to a Malaysia Airlines Desk in the airport.
Myself and Partner walked into the Auckland International Airport arrivals hall at 1840 5/4/19 the same time our connecting Domestic flight was boarding. We asked where we could find a Malaysia Airlines Desk and were told there was not one in Auckland Airport but there Check In counters would open at 1930 but these were not staffed by Malaysia Airlines Staff as an independent contractor is used.
I once again phoned Malaysia Airlines and explained the situation. I was on the phone to your Call Centre for 40 minutes before they were able to re book our connecting flights by which time it was to late to fly that day so I was told I would have to wait till the following day. Once again I was told to go to the Malaysia Airlines Desk and they would organize accommodation for my Partner and I. I tried explaining to your Call Centre that Malaysia Airlines only has check in counters at Auckland International Airport and they are staffed by Independent Contractors but once again they could not understand this. In the end I hung up and phoned a family member who works for a different Airline in New Zealand and through there connections managed to track down the One Malaysia Airlines Staff member you had in Auckland Airport at the time. It was 2045 5/5/19 that we walked out of Auckland International Airport and made our way to the accommodation Malaysia Airlines had provided.
So to summarize... 3 out of 4 flights I took with Malaysia Airlines departed late. The onboard experience was terrible, All Staff be it in your Call Centre of Desk at Kuala Lumpur were although polite of little of no help at all. I have never had such a bad traveling experience in my life. For an international carrier I think it is nothing sort of terrible. It was the first time I have ever used Malaysia Airlines and depending on the out come if this possibly the last.

My booking reference number:
[protected]

Malaysia Airlines has my email and can contact me on that should they like to attempt to resolve this issue or request more details.

To whom It May Concern,

Booking Reference No: U3NN22
Remarks on Property Irregularity Report: MH555391 (Pudong International Airport)
Baggage Tag number: MH555391
Colour, Type, Description: Black 29 inch Hush Puppies Suitcase

I travelled on flight MH608 from Singapore to Kuala Lumpur on transit before traveling to Shanghai on flight MH386 on 15 March 2019. The seat number is 37F. I was informed by the attendant at the luggage inquiry counter at Pudong International Airport that my luggage was delayed and it would arrive on the next flight at 8am and it would be delivered to my hotel in the late afternoon between 4-5pm.

I waited for the luggage at my hotel for the entire day as I was traveling with 2 young children and they needed warm clothing that was in the luggage as the weather was cold.

The luggage arrived at between 10-11pm that day instead of the promised 4-5pm. Upon receipt of the luggage, I noticed that the TSA lock was missing and the luggage was torn. There was an orange zip tie in place of my original lock. When I open the suitcase, it was in a mess, the zips were open and my items have been moved. Even the toiletries bag was unzipped and a red bag containing brand new winter clothing and accessories was missing.

I am very disappointed with the poor quality of service rendered for the delayed luggage. It had totally ruin my holiday. I had to endure the cold without my woollen clothing, socks and accessories during my trip. I have taken photos of the orange zip tie and my ransacked luggage. I will be happy to provide you with these evidence if required.

Kindly address this incident as it creates a very poor image and reputation for such a reputable airline.

Yours sincerely,
Jasmine Yeo
Email: [protected]@yahoo.com
Contact no: +65 [protected]

The cabin lugging for me n my friend was 7 kilos respectively but we were carrying additional camera bag and laptop bag as we carry those stuff everytime we travel... the crew started to weight that as well in cabin weight and forced us to pay for extra 7 kilos of camera bag and laptop bag by putting some stuff out from cabin bag to checkin bag... this was first time tht the airlines weighted the camera bag and laptop bag... please look into the matter and the amount charged by us was Aud $375 apart from this the food serve on airlines contain hair which I immediately reported to the cabin crew.

Miss Gemma Peake & Mr Samuel Read
Flat 2 princess court
Wickford
Essex
SS11 8LS
[protected]@gmail.com
[protected]
02/03/2019

Malaysia Airlines Head Office
Malaysia Airlines
Ground Floor, Admin Building 1A
MAS Complex A
Sultan Abdul Aziz Shah Airport
47200 Subang
Selangor Darul Ehsan
Malaysia

Dear Sir or Madam,

Re: Compensation claim for cancelled flight
Booking reference: U2XRL3

I am writing regarding flight MH0791on 01 March 2019 due to depart from HKT Phuket to KUL Kuala Lumpur at the scheduled departure time of 18.10pm This flight was cancelled 17.5 hours plus a further 10hour wait for connecting flight at Kuala Lumpur before flying and I am seeking compensation under EC Regulation 261/2004 for this flight.

I run my own business and the delay cost me a days earnings on Saturday 2nd March.

The passengers in the party were
Gemma Katherine Hannah Peake
Samuel Thomas Read

My scheduled flight length was 981.6 a total to Heathrow airport of
9906.68 km and no alternative flight offered caused us to be grounded at Phuket. I'm therefore seeking compensation of €600 per passenger in my party. The total is €1200 for all passengers.

We will also need to claim for refreshments at the airport drinks at a total of 330THB
receipt evidence attached

The total compensation sought is $1200 plus 330THB

I look forward to a full response to this letter within 14 days. If I do not receive a satisfactory response I intend to pursue my complaint further, which could mean taking it to court.

Yours faithfully,
Gemma Peake

I shomel mahmud a customer of your airlines. I was traveling from japan to bangladesh through your reputed airlines on travel dates jan 25, 2019 - jan 25, 2019 itinerary #
[protected] confirmation mydu2k (malaysia airlines) ticket #[protected] (shomel mahmud) booking id mydu2k. but sorry to inform you that when I reached kuala lampur airport one of your staff mr. mohammad razzi was shouting with almost every honorable client on that time without any reason. so I said to mr. razzi that this is not the right way to behave with your clients. maybe because of this he became little angry on me. mr. razzi weighted my hand bag again and he said that my baggage was overweighted with a very rude and bad attitudei. I told him that I came from japan and the staff of your airlines at narita japan airport allow me with this wait but he said that I was telling lies. I felt so disappointed after hearing that. I told him that if I have to pay for my overweight I will pay, then he said that, I have to pay 1000 myr. I said him that I don't have myr and I also requested him that I would like to pay the same amount in dollar. but he denied. when I paid him 1000myr he charged me 510 myr for my extra weight. I asked him why you are charging me low now? he replied me that he is giving me fever. I said him that I don't need your fever. if your airlines has policy to charge me please take the actual charge. finally I advised him to behave gently with your all honorable customers. I also said him if you continue this rude behavior with your customer then customers will become less interested to travel with malaysian airlines. but he replied with attitude that he doesn't care. so it's my humble request to take necessary action in this regards. because only one bad staff like mr. mohammad razzi is enough to destroy the reputed name of your airline. if you need any kind of information in this regards please feel free to contact with me. this for your kind perusal and necessary actions.

Thanks and regurds
Shomel mahmud
Cell:+[protected]
Email:shomel. [protected]@gmail.com

I have a booking under WSOCHA. I've received Malaysia Airline notification of change of seats.
Contacted customer service and got to know the reassigned seats were 5 to premium seats and another 2 is normal seats.
Tried to inquire to amend the 02 normal seats to be together with the other 5 in premium seats but was told that need to pay upgrade fee as the premium seats is only free to passengers with infant and children in the bassinet seat.
Clarified that if we did not make the call to ask then the system auto assigned seats will be honored but was then updated that system will assign again if we did not pay. Find it dodgy hence did not proceed with the change thinking to amend via application later however when I login to their application, I realized the seats are amended and different with notification email and now I am tagged to 4 premium seats only + 3 normal seats.

I am suresh prabhu jeevanandam travelling with my wife kalpana suresh prabhu from dps to lgk on 13/02/19. While boarding mh0714 when we were in the business class queue the boarding gate staff ms. Prima at economy boarding counter came and asked me if I am travelling on business class and when I told yes still she again told me that this queue is for business class.
She didn't ask anybody else in the queue but me. Her beahviour has hurt me very much and I got too much upset. I am making this complaint so that she doesn't behave like this to any other customer particularly another fellow indian. She has to change her mind set that indians won't travel on business class and let her feel sorry for such behaviour.

The airline service is really getting on my nerve.. 1st flight taking mh642 on 5th feb 2019 from sg to kuching they spoilt my luggage end up I got to wait for an replacement wasting my precious time.. Now taking flight mh2505 on 9th feb from kuching to kl and then transfer flight mh627 to sg they misplace passengers luggage and we need to wait for another flight mh603 for the collection of our luggage.. Plsss do something about ur lousy service~!👎👎👎😡😡😡

On 25th jan 2019 my family had to travel to kuala lumpur mh 105 which was supposed to depart at 12 noon. As soon as we reached the check in counter we handed over all our relevant documents (e-visa and passport) to the staff. One of your staff member named mahesh refused to issue our boarding pass and made us wait for two hours. Our e - visa was issued from the consulate office of chennai and our address in passport is bengaluru, karnataka. Hence he rejected to issue boarding passes. This staff member was not ready to hear us out and he argued the same issue for an hour or so. He demanded that we get a new visa from his agent and we would have to pay for the issuing of this new visa.in the mean time we contacted our agent and made arrangements for the new visa through our travel agent. The manager came and sorted out the issue by consulting his agent from chennai. After almost two hours thirty minutes we were issued our boarding pass.
After reaching kuala lumpur the immigration officer approved our old visa and told us that there was no necessity of presenting the new visa.
The ruckus created by your staff members in bengaluru has embarrassed us in the airport. These kinds of behavior by your staff discourages travellers to travel in your airlines. We were highly disappointed by the attitude of your staff towards us. The same will tarnish the reputation of your airlines. Hence this has led to fear in travelling in your airlines.
The immigration officers in malaysia did not have any problem in our visa and passport but your staff members did.

I, my daughter and my husband were returning to home Sydney after a vacation in KL.
We told the officials who was at the checking to give us seats together because of the toddler. And he said he would and we checked with him repeatedly he said he did as we requested., but to find out that he had done the opposite.
It's completely annoying and irritating to realise the fact that your officials are failed to do a such a simple job.
I wish to inform the inconvenience occurred because of you so that in future the proper instructions would be given to your officers to perform more customers friendlier way.

Date of the flight : 8th January 2019
Check in counter: F
Flight time : 9.10am
Flight number: MH0141

Hi,
We flew with Malaysia Airline for the very first time ever to Kuala Lumpur on 13th of December from Melbourne Airport. Our flight MH148 departed at 3:10 pm and I was flying with my wife to celebrate our 10th Anniversary. When I requested to the ground staff at the counter that we are both vegetarians and if we could please order vegetarian meals, she directed me to the supervisor since it was a bit late to request. I've flown with many airlines where you can request at the counter. I understand Malaysia Airlines might have a different system and I have nothing against it. Also the girl who served us had a great customer service and she had a smile on her face the whole time.

The issue was her Supervisor's bad attitude. She was just not willing to help from the beginning and had a very unprofessional attitude to start with. When I tried to give her an example where we requested a vegetarian meal in advance with Thai Airways but we were asked to must request at the counter as well, her answer was "Well We're not Thai Airways". I couldn't believe the response and also I am curious on what basis people with such attitude get these positions.

The flight attendants were great and they somehow managed to get us both vegetarian means in the end. We had great flights throughout and customer service except this incident at Melbourne Airport.

So I just want to bring this to your attention. Any staff member is face of a company and they shouldn't portray a bad picture of the company. If the senior staff behaves like this, what hope do you guys have from others.

I hope Malaysia Airlines take this seriously and do the needful to avoid this from happening in the future. This could have had a huge impact on our future travel plans but luckily the services we received after were great.

I'm sure you guys can get the details of the supervisor on duty since I didn't get her name.

Cheers,
Harry

On 15th December 2018, my wife and myself took MH 705 from Manila to KL, connecting to MH 123 KL to Sydney. As we knew that we had excess baggage, we purchased 45 kg excess baggage in advance. This gave us a total available 125 kgs of baggage allowance between the two of us. At Manila airport Business Class Check in I was advised that I needed to pay for 5kg of excess baggage and even though I was positive that I was within my total 125 kg, I agreed to pay for this and signed a credit card authorisation for US$50.00 . This was debited to my Master Card as PHP:2, 702.98 on 17th December 2018. However, in addition to this, an unauthorised debit of US$120.00 was also made by Malaysia Airlines. This was debited to my Mastercard as PHP:6, 487.15 on 17th December 2018.

I have instructed Mastercard to reverse this entry for $120.00 and re-credit my account and I request you to please confirm that this will be done.
I await a confirmation of this complaint and also your advice that the unauthorised and illegal claim for $120.00 will be refunded.

regards,

Eugene Ellis

Date: 7th December 2018.

Fact: I was late for the transit flight from KL - Peneng.
Reason: First time in KL airport, directions were incredibly unclear. I had to ask a number of people before even finding the way to the right gate. But there was an Immigration in front of the gate?

I'm so confused. My flight was from Singapore - KL - Peneng.
I didn't even leave KL airport. Why do I have to go through Immigration in KL?
The Immigration had 1 person one duty. Initially there was about 11 people or so ahead of me. Can you believe it took almost 30 mins to clear them?
When I finally gotten to the Gate, the 2 ladies were practically just screaming in malay to the phone and walkie talkie. I have absolutely no idea what they were talking about. After 5 minutes of shouting among themselves, they told us no, we are unable to board, and told us to head to level 3. She didn't return my friend's passport. And when we asked, she said she didn't have it. But we did found it on the table.
Before we left, I politely asked for her name, but she practically screamed and denied my request. (By the way, do note that 'we are not allowed to take pictures nor video because it is aggressive and abusive', my question to the management; if your staff won't say her name, I am not allowed to take photos or videos, how do you expect to improve?

I believe Malaysia Airline is not a budget Airline. Why are they acting worse off then a budget airline though? Because we missed the flight, they wanted us to pay a penalty of 400+RM per person, and if we chose to purchase a new ticket, it costs 300+ RM per person.

I believe this is not what the management of Malaysia Airline hopes customers think about their image. Sadly, even the duty manager said that 'i can't do anything for you'. I thought the manager was there to help clients. I guess customer services just aren't their utmost concern.

I started from Quala lumpur to Bombay on 4 Dec 2018, After reaching home i noticed that some of my items from the luggage was missing, Then i realised that some one must have stolen the items from the luggage and they are such a proffessional thieves that nobody can notice this without opening the Bag. They are master thieves and proffessional thieves. i lost my wallet and a small engine used in grass cutiing machines, my wallet was containing debit cards atm cards and driving licence etc and cash.