Malaysia Airlines review: Unable to select seats

Passenger : Cooper Patricia Mrs (ADT)

Booking ref : 6G8BMC

Ticket number : 232 [protected]

Departing 14th November Adelaide to Tokyo

I have been trying to solve a seating problem with Malaysian Airlines for months now. I originally booked with Malaysian Airlines as the customer service person assured me that there were “extra legroom” seats available on all the flights.

I paid for the extra legroom seats from Adelaide to Kuala Lumpur and from Kuala Lumpur back to Adelaide but was unable to book extra legroom seats or any seats at all on the Kuala Lumpur to Tokyo and Tokyo to Kuala Lumpur.

My husband is nearly 2 metres tall and he really needs to have an extra legroom seat – I can manage in an ordinary seat but he will be so squashed !

When I rang Malaysian Airlines (many times) I am told to contact Japan Airlines but they cannot help me and tell me to ring Malaysian Airlines.

I have written many letters – copy below

I am hoping that you can assist me regarding a booking I have made to leave South Australia for Japan with Malaysian Airlines to Kuala Lumpur then Japan Airlines to Tokyo on November 14th JL724.

I have written to the Customer Service Manager of Malaysian Airlines advising that I was unable to book “extra Legroom” seats for myself and my husband Brian who is just under 2 metres tall. I spoke to one of your customer service people in Japan Airlines who said there were some of these seats available but she could not help me as the booking was made with Malaysian Airlines. I had contacted Malaysian Airlines originally to ask them to book these seats for me and also that I had received an error message of

1 warning

Warning

• One of your seat requests cannot be confirmed. It can be due to a missing or invalid Frequent Card. (4636)

But was informed I had to ring JAL which I did only to be told I needed to contact Malaysian Airlines. I repeated this twice and no one could help me. I then contacted their Customer Service Officer who eventually came back to me saying that they could not help me choose seats on the Kuala Lumpur to Narita Airport site and that I would have to wait until I got to Kuala Lumpur and book them at the JAL desk. The Japan Airlines staff tell me this is incorrect and that Malaysian Airlines will need to do this at Kuala Lumpur! I find this rather difficult to comprehend as when I initially booked our flights I was not advised that it was a split booking between Japan and Malaysian Airlines. I did initially manage to book myself and Brian two seats but then got the above error message. Also the seating plan for JAL only showed a few seats available whereas your Japan Airlines person advised me there were extra legroom seats available. I am 77 years of age and just wanted to fly to Japan with my husband in comfort but I cannot seem to be able to get any assistance to book and pay for extra legroom seats or even at this stage to just get seats!

Do hope you can help us.

Kind regards

Patricia Cooper