CB Airlines and Air Travel Malaysia Airlines Customer service staff

Malaysia Airlines review: Customer service staff 1

Sandeepsandy of perth, AU

Nov 15, 2024 1:17 am EST

Verified customer

Review updated: Nov 15, 2024

Featured review

Subject: Formal Complaint Regarding Inconsistent Baggage Policies, Unprofessional
Treatment, and Failure to Provide Staff Details – Flight MH126
Dear Malaysian Airlines Customer Service,
I am writing to file a formal complaint regarding the unacceptable treatment that my family
and I experienced at Perth International Airport on Friday, 15th November 2024. I am
making this complaint on behalf of myself and my elderly mother-in-law, who is a non-
English speaker, and who was subjected to unnecessary stress, confusion, and humiliation.
This situation was exacerbated by inconsistent enforcement of your baggage policies,
unprofessional behaviour from staff, and a lack of transparency.
Flight Details:
 Booking Reference Number: 5RJZGF
 Flight Number: MH126
 Date of Travel: Friday, 15th November 2024
 Departure: 02:25 AM, Perth (PER)
 Destination: Kuala Lumpur (KUL)
 Passenger Name: Bimla Khokhar (on behalf of my mother-in-law)
After checking in our luggage, we were directed to a different counter to address a cabin bag
that was 1 kg overweight. There, we were attended by a customer service assistant of African
descent, who told us that our cabin bag exceeded the required dimensions. I explained that we
had flown from Bali to Perth with the same cabin bag without issue, and that the bag’s
dimensions were in line with the airline's guidelines. Despite this, the customer service
assistant called over her manager, "Anna" (name spelling not confirmed), who initially said
the bag seemed fine but African descent staff contradicted her stating the bag is “double in
size” compared to the allowed dimensions.
She measured the bag with measuring tape but Manager said its not double in size, but the
customer service assistant continued to assert that the bag was still too large. My mother-in-
law and I felt humiliated, especially as other passengers were watching. My mother-in-law,
who has limited English proficiency, was visibly distressed by the situation and the language
barrier made it even more difficult for her to understand the issue or ask for clarification. I
called my wife to bring another bag from home, which took about 25 minutes. In the
meantime, I checked the new bag’s dimensions using a measuring unit (pictures attached) and
consulted with other staff members, who assured me that the bag was within the acceptable
size limits.
When I returned to the counter with the new bag, the staff member told me it was still too
large, even though I had previously confirmed its size with other staff. She explained that
different airlines have different measurements, which added to the confusion and frustration.
My mother-in-law, who was already stressed and anxious, became more upset, fearing that
she will miss her flight.
At this point, I felt that we were being unfairly targeted. My wife had to drive back to our
home to fetch additional bags, which caused considerable inconvenience, especially at that
late hour. After a prolonged wait, I selected another bag that met the size requirements and
transferred our belongings. The customer service assistant then insisted that I weigh my

mother-in-law’s purse, even though it was clearly empty, except for her personal documents
and phone. When I pointed out that no one else was asked to weigh their purses, she
dismissed my concerns and insisted that all bags, including purses, had to be weighed. This
arbitrary application of the rules felt both unfair and discriminatory.
Throughout this process, which lasted over two hours, I asked wheelchair assistance (which
was requested during ticket booking) for my elderly mother-in-law, who was becoming
increasingly distressed. She had to wait on her wheelchair for 40 minutes before her
departure, adding to the already overwhelming stress. The entire situation could have been
handled much more efficiently and professionally.
At the end of this ordeal, I asked for the name of the customer service assistant, as none of
the staff had visible name badges. I explained that I wished to file an official complaint
against her. The manager, “Anna,” refused to provide the assistant’s name, stating that I
would need to ask her directly if she wished to provide her details. I then approached the
customer service assistant and respectfully asked for her name, but she refused to provide it.
As someone with experience in customer service within the public sector, I know it is
standard practice for staff to provide their details when requested by customers. The refusal to
provide her name, coupled with the lack of name badges, was unprofessional and
unacceptable. The overall treatment left my family feeling that we were being unfairly
targeted, and that the situation was handled in a manner far below the standards of
professionalism and customer care expected from a reputable airline.
I respectfully request the following:
1. A thorough review of your baggage dimension and weight policies to ensure they are
consistently applied and clearly communicated to all passengers.
2. An investigation into the conduct of the customer service assistant (of African
descent) and the manager ("Anna") involved in this situation.
3. A refund or compensation for the significant inconvenience and distress caused,
particularly to my elderly mother-in-law.
4. A review of your staff's customer service training to ensure that all passengers,
especially those who are non-English speakers, are treated with professionalism,
courtesy, and respect.
5. A formal response to explain why the staff member refused to provide her name when
requested and why no staff members were wearing name badges.
6. Consideration of providing clearer support and accommodations for non-English
speaking passengers, to prevent situations like this from escalating due to language
barriers.
This experience has caused significant distress, especially for my elderly mother-in-law, and
has left a negative impression of Malaysian Airlines. As a regular traveller now, I will think
twice before booking our next flight with Malaysian airlines.
I trust that you will take this matter seriously and address the issues raised in this complaint.
It is essential that steps are taken to improve customer service and ensure such situations are
handled more professionally in the future.

Thank you for your attention to this matter. I look forward to your prompt response and a
resolution.
Sincerely,
Bimla Khokhar (Traveller) and Sandeep Singh Chauhan
[protected]@gmail.com
Booking Reference Number: 5RJZGF

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D. Gorczany

4 comments

D. Gorczany

Nov 15, 2024 8:06 am EST

Verified customer

In order to expand your possibilities when writing a complaint, it is best to resolve the issue of concern with the Malaysia Airlines in detail. Point out the undesirable effects of the different treatment of your belongings and the poor conduct of the employees in relation to your mother-in-law. Point out their basic human failures which include, but are not limited to, not informing you as you would have expected and ignoring you. Ask for a quick solution to the problem including reimbursement for the impact and a probe into the behavior of the employees. Emphasize the fact that services are expected to a higher standard for those who do not speak English.

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