Malaysia Airlines
Reviews and Complaints

I was waiting at Gate A5 to board a flight to KL from kota kinabalu at KK airport flight mH 2607 at 4.15 pm on 18/8/18 when i was approached by your staff name Travis who asked me to re pack frozen lobsters that i was carrying in my canvas tote bag which was a bit wet due to heavy rain that afternoon.

Fyi the parcel was neatly wrapped and it was in a polystyrene box, the only thing which was wet was the bag and it was just ‘lembap" or sejrcuk (cOld) NOT drenched or whatsoever! I queried why was i asked to do repacking on very last minute of the departure as it was 4pm
He said it was becoz my box was wet and leaking. Fyi i have put the box into tote shopping country road which was due to heavy rain on my way to the airport

We argued but he was still adamant and inspected my box claiming it was leaking. As I respected thre rules i went to the seafood frozen shop & asked the shopkeeper to repack

Upon unsealing the polystyrene box true enough there was no ice in thr box where the lobsters were frozen and thr shopkeeper told me to call travis to come to witness that the ice did not mrlt
This is shown in thr video attached

He came & inspected the box where at the end he asked to reasealed

The point that i was to highlight was
1. I respect your SOP but why was it only enforced at the departure gate.

2. If this is your sop then it should have been published at your airport best still during check in or immigration clearance . The fact that come to at the very tail end it was a disaster to the passenger

3. My inconvenience and humiliation
I have to walk to & fro with the bag & crowd was watching me incuriosiry or pitiful of the incident

4. Ur staff travis did not apologised to me only bowed his head to me at the shop as if he knew he was wrong of accusing me
I enclosed 2 videos one from the frozen shop & the other one when i unpacked by box there was NO leakages! But the manner i was treated beyond repair & ur staff did not live up to malaysian hospitality (MH).

Sent from my iPhone [protected]
Rayu Amy Zuwita Yusop

My name is Ashesh Thapa. I bought a ticket for me, my wife and my daughter.
I am very much disappointed with the service that i and my family experienced during my entire flight with Malaysian airlines from Sydney to Kathmandu and from Kathmandu to Sydney.
Firstly, This was my first time i flew with Malaysian airlines. My flight was on 14th August 2018. We took a flight from Sydney, Australia. But I was so embarrassed and disappointed when i took a flight from Kuala Lumpur, Malaysia to Kathmandu, Nepal. The flight was delayed by more than an hour from Kuala Lumpur after we already boarded on plane.During our flight on the half way i asked for a glass of water but the female air hostess of the plane didn't care much. I waited for more than 25 min just for a glass of water which was very frustrating. After sometime I asked for a glass of beer. One of the male air hostess said the bar is already closed. But after few minutes the other passenger was getting him 2 glasses of alcohol beverages. I felt like i was insulted. That`s why i complained the air hostess about the 25 minute wait for just a glass of water and the discrimination I felt between me and White passenger regarding the can of beer issue and the drinks that white passenger got it just after few minutes i requested for the beer. After I complained about this issue during my flight to the staff who was on the plane. They offered me if i wanted to have a Beer. And i said no because I was done with the customer service. I didn't wanted to have it anymore because the way they were treating people it was very disgusting. Not all the people are same. We have traveled with so many airlines but never felt so bad till now.This was not the end.
Our return flight was on 26th of Sep 2018 from Kathmandu to Sydney. When we were flying back from Kathmandu to Malaysia, I again asked for a can of beer and the air hostess said they don`t have enough beer . I didn't get one again. I was so upset because the answer i got from the air hostess was quite strange for me. But I didn't argue much.
The very disappointing part is when i received my luggage at the Sydney airport. My bag was torn apart. I believe the luggage wasn't handled carefully because my luggage was in good condition while i left Kathmandu but when i got my luggage it was in very bad condition. For the proof, I have attached the photo of my luggage with this complaint.
Therefore, It is my humble request to you to find a appropriate solution for the damage that was done to my luggage and the insult that i had to experience while flying with Malaysian airlines.Hoping for your positive response.
Thank you.

Kind regards,
Ashesh Thapa,

I have booked flight ticket from Malaysia airline through agent before 4 months, and till then they change 3 times their timing fro flights however two times they were happy to change flight date without cost but when its comes to third time the refuse to change flight date. i spoke with my agent and he replied me that if they allowed me then i am happy to change. Then i speak with Malaysia airline help center and they told me that they are happy to change. But when my agent mailed them they refuse and this things happened with me three to four time, which is very disappointing from such a reputed airline. just because of that i want to complain. i just want to change my return flight date without any cost because the change in timing and according to their terms and conditions if they change in timing then i am liable to change my flight date without any cost.

On Thursday 26th July I flew with my wife and two young daughters from Kuala Lumpur to Phnom Penh with Malaysia Airlines on flight MH754.

During the flight my daughter (Mary Orchard aged 8) asked if she could have a hot chocolate drink. The drink was brought by the stewardess with no lid and placed on the table in front of her. It was boiling hot and seemed to be boiling water poured onto hot chocolate powder and then mixed. There was a small bit of turbulence and the drink fell from the table onto my daughter's leg burning her very badly, please see photos attached. She immediately started screaming in pain, but there was no first aid. The stewardess offered us some ice cubes help and nothing else. I was horrified to find that the drink had been given to a child, when it was boiling, with no lid to protect it and no first aid follow up once the injury had occurred.

I have just flown in from Kuantan Pahang to stay a night in Kuala Lumper after my morning flight to Perth was cancelled and I have been put up in a hotel. When my flight was cancelled and my overnight accomodation confirmed I was given a voucher for a meal and transport. On collecting my vouchers at the transfer desk of Kuala airport I was told I would have to have dinner in the airport as the hotel facilities would be shut. My choice was a fast food chicken outlet. That is your first mistake. Second mistake is on arrival I discovered room service for dinner runs up until 10:30 from one resturant and room service runs till after midnight. So i would like you to explain to me why after you guys cancelled my flight, you couldn't allow me a decent meal on arrival. I hadn't eaten since lunch and Kuantan and we wouldn't be able to get breakfast as I'm on an early flight back to Perth. I am absolutely disgusted my the service I have been shown by your airline and I expect a response to my question.

I have been talking to mas customer line for two days on the correction of my booking ROZM5B as mistakenly entered the nick name of mr. Leong lean hua June into the passenger information. I have followed the staff instructions to send the request yesterday following the conversations on the phone by email however it was still not been resolved due to unexplained internal policies however as advised by my friends that there is another mas policy that would allow change due to a genuine mistake. Nobody from the call center willing to help the customers and I cal feel from their cold voices.

A leasson learned for me don't fly with mas

Thank you and good bye

Yilong Chen

To whom it may concern

I was on the grounded flight from Brisbane to Kuala Lumpur e-ticket number 232-[protected] dated 18/07/2018. To say my experience with the handling of the whole situation was disappointing would be an understatement. From when I got off the plane it was just a slow and painful process as there was simply not enough staff to deal with the number of passengers. I waited for well over an hour to speak with a member of staff after waiting for much longer to even get off the plane. As a result of this I did not receive any taxi or food discount cards as they ran out towards the end of the queue. This for me was completely unacceptable as there should be enough for each passenger. As a result of this we were told to keep receipts for taxis and food and we would be refunded accordingly. I was only refunded for 1 taxi receipt. I was told because I used uber for the other trips to and from the airport I could not be refunded. I should have been informed of this before hand. I was also not refunded for my food costs that day as I didn't buy my food in the assigned hotel. I was never previously informed of this. The worst part of the whole thing was I had a short trip booked to Thailand which had to be made even shorter due to this mishap. I lost out on many things I had planned to do as a result. I also lost out on my nights accommodation which I had to pay for anyway.

I have since made a complaint to your company through facebook messenger and the customer service has been absolutely awful! The worst I have ever experienced! I have been trying to sort this for weeks and have got absolutely nowhere!

I am hoping that this platform will be at least a little better. I will be awaiting your response to my experience of the situation and I trust you will act accordingly

Yours Sincerely
Alan

I was on the 7pm flight MH386 from KL to shanghai on the 24th of September with my family in business class. A cabin crew named Nur Ain was rude, condescending and when spoken to, ignored me and feigned attention to my son instead. No smiles and only a rude face all throughout the flight, no etiquette calling Madam or Miss and looks as if I owed her a million dollars. I didn't opt for business class in MAS and settle for such behaviour. Whatever MAS decides to do about this complaint, I just want to let the management know that MAS is going to be losing loyal customers if they keep these kinds of cabin crew.

I am complaining about service I Got from customer care agent. I called 48 hours before to change meal for my parents flight. When we booked flight agent told us you can change meal at Check -IN time. When we were doing check IN we could not found any question or columns related with meal. So we call customer care for changing our parents meal.The guy on phone told me that he can not change it, He said You need to do it on counter.I call again next day and talk with another agent Slavi and he told me that they can do it only before 24 hours, Slavi was very good he help me and change one of the flight meal, but he was not able to change another one because it was less than24 hours.My parents don't know English and they cannot eat any Meat in food. So because of first agent mistake now my parents are going to suffer and they will stay in flight without any proper meal. I need reply for this issue.

25 September 2018 Without Prejudice

We wish to make a formal complaint against Malaysia Airline and seek compensation for refusing us to fly to Shanghai, China from Borneo without a visa.
We are UK citizens and were seeking to enter Shanghai on the basis of the 72hour rule now extended to 144hour rule. See www.travelchinaguide.com/tour/visa/free-transit-144hours.htm
Our booking reference for this trip was V6YPQA- 21 Sept. Kuching to Kuala Lumpur. Kuala Lumpur to Shanghai, after spending 15 days in Borneo.
Our return trip was to the UK on 25 September with British Airways.
On arriving at Kuching Airport on 21 September, the staff at Malaysia Airlines were given all this information concerning our flights but insisted we needed a visa to enter Shanghai, and could not allow us to fly there.
We took the decision to fly from Kuching to Kuala Lumpur. This flight was diverted to Penang and then back to Kuala Lumpur. This action meant that we would miss the flight to Shanghai. I received a text while waiting in Penang, stating that the Shanghai flight had been rescheduled for the next day.
This would cause us to spend a night in Kuala Lumpur that was not planned.
At this point from the stress and exhaustion of this situation, we felt we had no alternate but to seek a flight back to the UK. Malaysia Airlines did not have any availability. We then rang British Airways to reschedule our return flight from Shanghai to the UK on 25 September booking Reference V9L4TU to fly from Kuala Lumpur to UK on 21 September. They had the availability, so we took it at considerable costs to ourselves. We also had to cancel our hotel Majesty Plaza in Shanghai, due to the late cancellation a refund was not available.
Taking all these facts into consideration, we feel that we have suffered extreme stress, exhaustion and a great deal of expense which has been caused by you. We therefore look to you for compensation on this matter. We have details of all costs incurred on this matter.
We look forward to your response within 7 days of this letter.
Please respond to my email address- [protected]@gmail.com
Best Regards
Sylvia & Michael Geeves

False advertising and making me pay excess fees on a promised booking . 2 months since acknowledged complaint - NO RESPONSE!
Dear Malaysia Airlines
This is over 5 weeks since my complaint. You promised to get back to me . I have not yet got a coherent or timely reply from you.
Please inform me of your decision so I can decide on my further course of action
Thank you
Sincerely
Dr Benjamin D'souza
On 16 Sep 2018, at 8:48 am, Benjamin D'souza wrote:

Dear Customer Care
I am writing as you know to follow up on my complaint lodged about 1 month ago.
Apart from getting these automated messages, I have had no professional response from anyone to resolve my issue.
Please guide me as to what my options are. I am being forced by your lack of response to strongly consider an Ombudsman to help me represent my case.
Please reply at the earliest.
Sincerely
Dr. Benjamin D'souza

"He makes all things beautiful in His time"

On 7 Sep 2018, at 3:02 pm, CUSTOMER wrote:

Please refrain from making any changes to the subject line to ensure that all correspondence on this subject can be easily traced"

07 SEPTEMBER 2018
Ref: GTS02215-08/2018/NR-

Dear Dr. Benjamin D'souza,

First of all I would like to apologizes for the late reply.

Please be advise that currently your case still under investigation between call center and enrich department.

We will update you the latest update as soon as I received the update.

Your understanding and patience is greatly appreciated.

Yours sincerely
for Malaysia Airlines Berhad,

NURUL AINI RAZALI
Customer Care

--------------- Original Message ---------------
From: CUSTOMER [[protected]@malaysiaairlines.com]
Sent: 28/08/2018 16:34
To: [protected]@bigpond.com
Subject: RE: GTS02215-08/2018/NR- False advertisement and failure to honour a confirmed booking! [ ref:_00 [ ]

Please refrain from making any changes to the subject line to ensure that all correspondence on this subject can be easily traced"

28 AUGUST 2018
Ref: GTS02215-08/2018/NR-

Dear Dr. Benjamin D'souza

Your feedback is important to us. We currently still investigating and awaiting respond from the relevant departments.

We assure you of our attention to the matter at all times.

For the latest update, we will keep informed you of the progress.

Your understanding and patience is greatly appreciated.

Yours sincerely
for Malaysia Airlines Berhad,

NURUL AINI RAZALI
Customer Care
Customer Experience Assurance | Commercial Division

This email is sent without prejudice

--------------- Original Message ---------------
From: CUSTOMER [[protected]@malaysiaairlines.com]
Sent: 16/08/2018 10:25
To: [protected]@bigpond.com
Subject: RE: GTS02215-08/2018/NR- False advertisement and failure to honour a confirmed booking! [ ]

"Please refrain from making any changes to the subject line to ensure that all correspondence on this subject can be easily traced"

16 AUGUST 2018
Ref: GTS02215-08/2018/NR-

Dr. Benjamin D'souza
Email: [protected]@bigpond.com

Dear Dr. Benjamin D'souza

Warmest greetings and thank you for contacting Malaysia Airlines.

We acknowledge receipt of your email dated 14/08/2018 Please accept our apologies for this belated reply and indeed appreciate your patience and kindly be advised your case is now under investigation.

My name is Nurul Aini and I am a person in charge for your case.

We will revert once we have all the details from our end. We assure you of our attention to the matter at all times.
You should expect to receive a further response from us within 7-14 working days. If the case requires more time to resolve, we will keep you informed of the progress.

Your understanding and patience is greatly appreciated.

Yours sincerely
for Malaysia Airlines Berhad,

NURUL AINI RAZALI
Customer Care
Customer Experience Assurance | Commercial Division

This email is sent without prejudice

--------------- Original Message -------------
From: benjamin d'souza [[protected]@bigpond.com]
Sent: 14/08/2018 15:24
To: [protected]@malaysiaairlines.com
Subject: False advertisement and failure to honour a confirmed booking!

Dear Sir/ Ma'am,
I am a Sapphire member with one world and write to you extremely disappointed by a very shabby and unprofessional handling of my case by Malaysian Airlines Enrich employees.

On the 8th of August 2018, I booked return Business tickets for my parents using my Enrich miles. Booking Reference Number WU6NKZ. I paid INR 39, 584.00 + 240, 800 MILES and was very happy with the deal I got. However, I was asked to contact MH in an email, which I did and was told that there was a computer glitch so the booking could not be ticketed. I was asked to cancel and try again. I asked them to sort the issue but was told that won't be possible. After much resistance, I was put through the senior person Mr. Roy. He promised to look into it, told me that they were having these issues for a week. i explained to him that if MH did not honour my booking, that amounts to false advertising. He took that on board, called me daily for a couple of days and then I did not hear form him over the weekend not did I get any emails from MH.
I made a call again on Monday the 13th of August and was told that they still hadn't resolved the issue. I asked to be put through to Mr. Roy, but was instead put through to Fami. Who once again said it would be looked into and had escalated it to the headquarters. (I had already spent an hour on the phone). That I would get a call back.
I got a call from Mr Roy who was not aware about the Family conversation and was told that the payment would be reversed. I asked him I would be Ok with that if Malaysian Airlines gave me the same deal. He said he would with till the headquarters got back on it. And I was promised a call back.
There was no call till this noon, so I phoned the call centre today, went through the same routine, asked to be put through to Mr Roy or Fam and was told that Family was not working today and Mr Roy was at lunch. He would be back in 20 minutes and would call me back. NO reply for 2 hours. So I repeated the process and this time the operator did not put me through but reversed my payment and asked me to try again! I gave up and did just that.
I have a confirmed booking by MH (no email yet!) K5RC3T. But I had to pay INR 48, 768.00 + 300, 800 MILES.
This is totally wrong and unprofessional. Malaysian Airlines did not want to honour my payment as I got a good deal and wanted to make me pay more dollars and miles!
I would request you to please look into this clear violation of consumer law and ensure that I get the extra money and miles that I had to pay refunded to me at the earliest.
I would appreciate a call from someone senior who understands Consumer laws to give me call on +[protected].
Anticipating your co-operation
Dr. Benjamin D'souza
PO Box 96, Ingle Farm, Adelaide Sa 5098
[protected]@bigpond.com

Malaysia Airlines Berhad Disclaimer: "The message and any files attached is intended solely for the use of the person to whom it is addressed and may contain information that is confidential and privileged under applicable laws. If you are not the intended recipient, you are hereby notified that any use, review, disclosure, copying, printing, distribution or dissemination of this message is prohibited. We take no responsibility of any reliance that you may place on this message and we further take no responsibility for any viruses or other damaging elements that may be contained in this email together with any of its attachments. If you have received this message in error, please notify us by return email and arrangements will be made to retrieve the same from you."

"Please refrain from making any changes to the subject line to ensure that all correspondence on this subject can be easily traced"

16 AUGUST 2018
Ref: GTS02038-08/2018/NR

Pax name
Email:

Dear Sir/Mdm

Warmest greetings and thank you for contacting Malaysia Airlines.

Yours sincerely
for Malaysia Airlines Berhad,

NURUL AINI RAZALI
Customer Care
Customer Experience Assurance | Commercial Division

This email is sent

Today, 24th September 2018, i was at KLIA boarding room to catch a flight to Singapore. At 1.45pm after all the security checks, i went to the boarding room. Shortly there was an announcement on the flight details going to Singapore. The announcement was done by one of the male staffs. It wasnt clear for both in English and Bahasa because of the strong Western slang used.

When my seats cluster was called, i went to the counter and queue up to get the lady to check before I was allowed to enter the aero bridge.

As I was waiting for my turn, I overheard the announcer was talking very loudly with one of his colleagues cursing the Singaporean. He said"Singaporean ini even announcement dah buat pun selalu lambat. Lepas itu suka complaint.

I confronted him and told him how could he brazenly talk so loud about Singaporean? I told him that you have offended so many Singaporean. My questions:

1. What right do you gave to labeled Singaporean for always being late.

2. What right do you have to say Singaporean always complaint.

3. What right do you have to be so negative towards Singaporean.

4. Why do you have such a staff working for MH. His attitude will cost your image dearly.

5. What right do you have to talk so loudly in the enclosr boarding room.

6. Please review your CCTV in room H4 at 2pm holding passengers for flight MH 0619.

I can be reached at +[protected] and email at [protected]@singnet.com.sg.

If i dont hear from the person incharge of the staffs in the boarding room by tomorrow, i will bring this matter to The Malaysia Tourism Board and CC a copy to the Malaysia High Commisioner in Singapore.

I hope to hear from you soon.

Thank you.

Regards,

Raffid

Flight delay more than 15 hours on 17 September 2018 (MH0067) from Seoul to KL, no hotel and meal provided at the Seoul airport. No explanation why the flight change and 2 times of re-timing. I tried to attached all available documents eg. copy of the itinerary, flight change and re-timing notification but unable to download as a photo, software required. Look forward to receive your response to my email address: lim.[protected]@yahoo.com.

I booked my Malaysian Airline flight with Travel Agent from AMD to MEL. First flight got delayed so i missed my second flight. I had to buy another ticket as Airline did nothing at that time. Usually Airline needs to arrange something for their passengers for the connecting flight.

Now I am fighting my Travel agent and Malaysian Airline. Both are blaming each other.

I am not sure what to do this case. At the end of the day Airline and Travel Agents are partners and they should have some sort of responsibilities for their customers.

Hi and good day, sadly bad day for me.

I was fying MAS in Business Class from Melbourne to Kota Bharu via KLIA. Transit for 3 hours and once arrived at KBR airport at 0930am and have waited till last luggage but still no show of mine. Went to customer counter and they said my GCC luggage and the rest business class passengers luggage forgot to load onboard! And yet I have to for next flight which is 8 hours more! My suffer not finished there since I have an meeting in KB and all materials needed in check in luggage. What a waste! What is the point or purpose of priority tag? I still wearing same clothes where I worn for last 24 hours amd still waiting for toiletries as well. I have flew 44 sectors for MAS for this year and not to mention late arrival of GCC luggage, flight info channel not working, but this case really disappointing me and felt not worth at all paying for priorities yet end up with a waste.

Hi i was flying with your company with the fly MH0003 from London to Kuala lampur 17/09/2018 10:45 and the fly MH0131 from Kuala lampur to Auckland 18/09/2018 23:25.
At my arrive in New Zealand i discovered that your company lost my 22kg black bag with most of my clothes, eletronical device and the most importatnt the documents for work..Now im here since 2 days and i think i will go to buy some clothes couse i have a very small amount of that. Also I was close to not be approved by the New Zealand immigrations for that..
I hope i will give to me at least a refund while my 22kg bag is not here because i spent a lot of money for travel with you. I hope you will answer me very soon. Thanks Francesco Sordini

My husband and I flew on business class to Melbourne on 2nd Sept 2018. It was a late night flight and we thought that we could catch up on our sleep and be well rested for our short holiday because my husband had just finished a 3-day on-call in hospital and I had very little sleep 2days prior to our flight because I was busy organizing my class reunion. We informed the stewardess that we didn't want to be disturbed for dinner as we were so tired and just wanted to sleep.
To out utmost disappointment, there was 1infant and 2 toddlers who cried persistently. When I called for the IFS to help, he said he would speak to the parents but of course there's nothing the parents can do except try to console the inconsolable! Our sleep was interrupted so many times throughout the flight.
We flew business to UK in April this year and had a very restful flight as the cabin was quiet.
I want to express my disappointment and I am not sure if we want to risk taking another business class flight if it's going to be the same as economy class in terms of the noise levels.
I hope to get some feedback from MAS as its not fair that we paid so much for business class and were subjected to such a situation.
Thank you.
With regards

Dear Staff,

I would like to forward an official complaint towards Malaysia Airlines Berhad for a rare case of mismanagement and mishandling of unexpected circumstances: I am referring to the MH1 flight London to Kuala Lumpur which, on Sept 13, 2018, took off Heathrow terminal 4 around 21:35 local time, and flew just over an hour before coming back to London Heathrow due to technical problems. I was due to catch the MH127 Malaysia Airlines connection flight to Perth on Sep 14, 2018, at 19:30 local time, and arrive at 1:20 on Sep 15. None of this happened of course, and, eventually, I just reached my final destination, which was even further away from Perth on Australian soil. What was already a long trip has become a stressful, infinite journey.
I understand and agree with the security procedures which took us to be led back to London; this is not the object of my complaint. Whatever happened afterwards, though, is far from being appropriated for a major airline company. After getting again through the UK immigration again around midnight on Sep14, we have been kept waiting at the airport, closed overnight, for roughly an hour, without anybody able to explain us what would have been happening in the aftermath of the cancelled flight. Around 2:00, we were gathered in two different buses and sent to two different venues, the Hilton Heathrow and the Novotel Heatrow. I was in the latter group, and as many others, I have been queuing in the cold night at the gate of the Hotel in order to be given a room, just to find out one hour later, halfway through the process, that there were not enough rooms available. I wonder how this situation could possibly arise, and how incompetent your management has to be for not checking beforehand the actual availability of the hotel in relation to the rooms needed. Me and a group of at least another 30 people, then, had to wait in the hotel's foyer for several hours, with a complete lack of any information whatsoever about what was going to happen then, both regarding the opportunity of an alternative accommodation as the one of an alternative flight. No answers were given until 5:00, when I was finally led, by cab, to the Hilton Heathrow, and given a room to rest just a few hours. When I woke up at 10:30, still no information at all was available regarding a possible rescheduling of the flight. We were told to wait until 18:00, but then, at lunch time, we were all summoned for a pick-up at 15:00, still not been given any information about any developments regarding the flight. The outcome was that, after an interminable queue, we were all singularly rebooked onto other flights provided by Malaysia Airlines or any other carrier available. I was eventually allocated on the Singapore Airlines flight SQ319 and subsequently SQ215, reaching Perth only at 23:45 on Sept 15, so basically 24hr later than I was supposed to. All of this created an incredible physical, nervous and emotional stress not only to me, but also to the people who were to receive me in Australia, who had too to reschedule their plans to cope with this situation. I am a customer service professional, and taken into account the whole experience, I suggest Malaysia Airlines to review the performance of its management and staff during this unfortunate occasion, since I have seldom seen such poor approach, communication and handling of the unforeseen circumstances which have arisen during this accident. I payed 469.31 EUR for a service which has been delivered with a 24hr delay. This is totally unacceptable, and even though I have been rebooked onto another route to my destination, I have been deeply affected by the shameful attitude of your staff.

Therefore, I would like to claim a refund of the sum I have payed (469.31 EUR) as a form of compensation for the extremely stressful situation I had to go through. I can already anticipate that, if this request will not be satisfied in the short term, I will file further complaints at the European Commission's Online Dispute Resolution, the Malaysian Aviation Commission (MAVCOM) and any other relevant institution. I attach to this message the e-receipts I have received as a proof of purchase.in the case you would like to contact me directly, please email me at matt. [protected]@hotmail. it or call +[protected]

Best Regards,

Matteo Fabi
Booking Ref: MODTDE

I am Mr. Kee here. I was supposed to flight to Incheon on 16th September 2016, 1130pm, MH066 flight. Flight was delay till 12am. I still can understand. Later onboard at 12am. We waited almost 1 an a half hour, the flight still haven take off. By 2am, the said we can depart now. Half way the plane was moving. They say they have technical issue and need to make a u turn back. Once back, delay another 30mins and then just ask us to take our belongings and leave the plane. No announcement being done. Just as us to leave. Once we left, I am not sure if is KLIA staff or mas staff as us to direct to transfer counter. No announcement being made either. We I reach the counter. Everyone has to line up one by one. Aren't you guys suppose to make arrange and announcements to all passengers. Is really a shame. There is so many foreigners on this plane. Everyone was so blur of what is going on. I am a business class passenger. No priority lanes. Fine, understand. But the way you guys handle this case is really ridiculous. This is not the first day such things happen. Once reach my turn, was told flight delay till 17th September 5pm. The only arrangement done was put us at a hotel an hour away which is in Shah Alam. Dont you have a hotel near by? As was there any other option. No! What a great service. Ask for baggage return needs to wait for 2 hours. SERIOUS! Ask for new boarding pass. Have to wait for 1 hour. OMG. After complaining only issue me a new boarding pass. This haven end. Upon returning for my 5pm flight. Now was told delay for an hour to 6pm. No announcement being made! Went to the klia counter. Making a complain. A Malay lady wearing a sash stating Klia Ambassador wmd the conversation with "then" this is mas problem. Serious! Ambassador. Then I went to the MAS counter. They check and say sorry is delay. And they can't do anything. Now I know why MAS is making a loss and no one wants to take this airline. I am a frequent mas flyer. This is really a shame the way MAS handle things. I understand that there are flight cancelation for technical issue. But I just don't understand they way things is being handle and arrange. Gosh. I just check. Now delay to 7pm. Non stop delaying... Don't you have other aircraft on you own base...

I purchased my return ticket to London on 25 May 2019 via Kuala Lumpur on Malaysia Airlines. I had booked a stop over in KL in both directions. I flew out of Sydney on 6 Aug 2018, arriving in KL on 7 Aug. I was then due to fly out of KL to London Heathrow on Wed 8 Aug 2018 at 9.50am.
I was at the airport KLIA by 07.45am (I have the check out time 7.07am on my hotel receipt, at point they had booked me a taxi to the airport). I had already checked in on-line (MH004) when I arrived and went through bag drop very quickly.
I got to the gate C24 by about 8.15am. At approximately 9.30am when people were still being screened through at the gate I asked if I had time to go to the toilet (I was having trouble with my digestion that day). I was told yes, so I went.
When I returned there was only one person before me and I put my bag through the x-ray machine and was asked to remove the laptop. I did and then when I picked up my bag and turned to walk to the plane, an airline woman stopped to ask me if I was Kittu Randhawa. I said yes, she replied with 'you have missed your flight'.
I was surprised and said to her "I haven't it's right behind you". I went to walk around her and she blocked my path and put her hand right in front of my flight and repeated 'you have missed your flight'. I said to her I couldn't have missed my flight I had been at the airport since 7.45am and the flight was behind her I could see it.
She said I had to at the gate latest 10 minutes before the flight. I told her I had been here for more than an hour and there was still more than 10 minutes left before departure time.
She then pointed to the sign and said the flight has closed, I said it doesn't say so. She kept saying it and then the flight closed sign came up. I told her she was denying me from the flight and then caused the flight closed sign to come up. She then kept repeating (at least 7 times), "you have missed your flight, you go back pick up your baggage and go to level 5)".
I kept asking her to let me onto the flight; I am a reasonably frequent flyer internationally and I would have traveled with Malaysia airlines on at least 7 occasions. I have been on flights where passengers names have been called and as seated passengers we have waited to depart.
Then she said your baggage has already been taken off the flight, I asked her how would anyone know I might be late and then find my bad in a matter of two minutes to take it off? She was not on any radio or anything.
I asked her to explain what happens now, again she kept repeating herself. I then specifically asked her and what after I get to level 5? She said you can get on the next flight. I asked her when that was and she said at 11.30.
I went back to baggage and in order to do so, I again had to go through immigration. The woman there advised me to go back to the gate as I might miss my flight. I told her I hadn't been allowed to get on the flight, she seemed shocked and discussed it with her colleague. Eventually they both shrugged and processed my immigration.
I then got to the baggage carousel area and couldn't find anyone who could tell me which carousel to find my bag on at first. I was directed to an office where baggage was processed.
I told them what happened and they asked me to fill in a form and take a seat. Before sitting I went to the coffee machine to pour a coffee and before I even got to sit I was told my bag had arrived. (I couldn't believe the speed it arrived).
I then went to Level 5 and was told my ticket was cancelled as I was a no show. Again I was astounded, how could I be a no show when I was stood there physically and had been in the airport from about 7.45am? They told me I had to pay a penalty for missing the flight and then purchase a new ticket at full price to London and separately purchase my return flights. I was very distressed and shocked that by denying me boarding I was now being charged for something I didn't do and then charged for my flight again.
I asked to speak to the duty manager which at first I was denied, then I was taken to the duty manager. She gave her name as Din Wati. I told her what had happened and she called the people at the gate and spoke for a while. I couldn't understand what was said as it was I believe in Malay they were speaking.
Eventually she got off the phone and said the girl says I was late and therefore I missed the flight. I asked the Duty Manager to look at the time it was then and in the time I was denied, I had been to through Immigration, collected my bags and had a debate at the ticket counter. It was impossible for me to be 'late' as the girl contended.
I also explained to her that the staff doing the screening were busy looking at a couple of bottles of red wine while I waited for a couple of minutes to get my back cleared off the rack. I was still arguing with the girl at 9.40, when she was telling me I had missed my flight, so I couldn't have been late (as in less than 10 minutes from departure).
The duty manager said she couldn't do anything further, to which I asked if she could check the times I checked in and the cctv to see what time I arrived at the gate. She said only the police could do that and it wasn't a criminal matter.
She told me I could purchase my ticket again and she would ensure the return is included, or I could find another airline to travel on. Before I left I asked for the girl at the gate's name too and was told it is Siti Horasyitin
I had to return to the ticket counter and pay an additional 2, 363 ringgits to return to my journey. Then I was told the next flight to London was not 11.30am but 11.15pm, so I had 12 hours to wait to resume my journey.
The time on my receipt paying for the ticket is 08Aug18 11.16. All this movement from Gate 24, immigration, baggage, ticket counter, duty manager, back to ticket counter (both times there were queues), took 1.5hours. It is absolutely clear I was at the gate on time, I was simply denied boarding.
I believe I was denied boarding due to missing my flight I was there very early.
I believe there may have been overbooking and it was simply an excuse as I went to the toilet before screening, as such my bag was taken off in such quick time.
I had a friend on board the same flight who said the flight was very crowded which leads me to believe I was denied boarding.
In the twelve hours I spend at the airport in the departure lounge, I took many photographs of flights with less than 10 minutes to departure but still let on passengers up to the flight time.
The flight I eventually left on MH002, I boarded with 5 minute to go without any question, only then to be delayed in departure when seated.
As a consequence, I missed celebrations that go with the wedding ceremony of the wedding I went to attend. I didn't pay to go to England only to miss half the wedding.
I believe I am due a full refund of my original ticket payment of $1, 489.45 and the additional payment I was forced to make of $2, 363.00 Malaysian Ringgit. I did not miss my flight, I was blocked physically from boarding and because of that I missed the first celebration of the wedding I was attending.
I am sending this complaint now (rather than at the time) as I was concerned that my return journey may also be compromised and I might be forced to pay again to leave KL.