Malindo Airways
Reviews and Complaints

Dear Sir/Madam,

I sent an e-mail to customercare.au@malindoair.com, groups.au@malindoair.com on the 1st of Feb so far no response.

My husband booked the tickets for me & for my daughter Nithuli M.H. Liyanage to come from Colombo to perth through Bestjet. My ticket details are as follows:

reservation code tdqefa, issue date 24oct18
ticket number [protected]/57
invoice number 0817097
issuing airline malindo air
issuing agent bestjet.com/aws issuing agent location brisbane au
iata no:[protected]

30Jan Malindo air OD186 - Col-SL 12.10am to Kul-Malaysia 6.30am
30Jan Malindo air OD324- Kul-Malaysia 7.30am to Denpasar-Bali 10.40am
30Jan Malindo air OD9102 Operated by Batik air - Bali 12.55PM to Perth 4.35PM

1. As per the ticket details we were supposed to land Perth on the 30th of Jan 4.35PM. I was provided with the tickets up to Denpasar Bali by the Malindo officer when I checked in at the Colombo-SL air port & asked me to collect the ticket from Bali to Perth at the Bali air-port.

2. The officer at the Bali air port was very rude on me. He said the next flight is in the night & I was not informed that the flight has been cancelled.I have attached a pic of him as I couldn't read his name properly. When he tried to print the tickets he couldn't & from the way he acted I felt he had no idea how to do it & he kept calling someone over the phone for help.After keeping me @ the counter for nearly for 15mins he asked me to stand aside & said his friend will come to take me. He failed to print the ticket for the next passenger too after trying several times & asked him too to stand aside.

When the next officer came & checked he asked the other passenger to go out & check in again. Then this officer continued to print the tickets for the rest of the passengers without telling anything to me.After another 5min he asked me to come & asked to go out & check in again. As I couldn't understand him properly & didn't know what to do I asked him to send someone who can assist me as it's the responsibility of the air-line to take care of the passengers if a a flight has been cancelled. Then again he rang someone & it was the same officer who came previously & who asked the other passenger to go out & check in. He told me the same. Then I asked how can I go out when I have no visa in Bali. Then he rang someone & explained my situation & then he asked me to wait for a while. He went back to the other officer who was rude on me & who had no idea how to print my ticket. The feeling I had was I would stuck at the Bali air-port with my daughter cause of the way those officers acted. After a while the officer who came to assist gave me the 2 E-tickets.
You should take action against those officers which I have attached a pic who has no idea how to print a ticket when a flight has been cancelled & who are rude on passengers.

We had to wait at the Bali air-port fro 10hrs but we were provided with nothing by the air-line, when the fault is yours & we were starving as I didn't take money with me. It's a shame on you to act like this without directing us to a hotel.

3. When we landed in Perth I had to wait for nearly 20mins as one of my bags was lost. I talked to an officer there whose name was Mr.Meer( That's how I heard when I asked his name) & gave him the bags tags which were given me to by an air hostess in the air-craft when we were getting off from the air-craft.(those tags were totally different form the tags which I was given initially at the Colombo air-port) He matched the tags with my bags & there were 2 balance tags. He showed me that & said I have been given someone else's tags too. I'm soo dissappointed with the way how Malindo staff handle things & the other passenger must have gone through a diificult process to locate her/his bag cause of these kind of irresponsible things.

Mr.Meer went through his list & told me my lost bag has come early in the afternoon & asked me to exit & come to their office which was located near the check in counter 39. When I went, there was ground handling staff & I asked him where to find the Malindo office. When i went to the office as per his directions the office was closed & noone was there. SO i had to come out again & then Mr. Meer came & released my bag.

But I would like to ask you how did my bag come early when I was stuck in Bali air-port with my daughter starving for 10hrs?

I'm expressing my dissatifaction cause of all the bad experiences we had throughout my journey & you should provide 2 of us a compensation as it was the fault of the Malindo air & if not I will take leagal action against this.

Waiting for a quick response.

Regards,
Nimali Yahampath

Our flight QD 1606 KL - Kuching was scheduled to leave at 0900. At 0900 I asked the ground crew and was told departure delayed to 10.30am. At 10.30am I asked again and now I'm told delayed to 11.30am or later.
This is horrendous! We thought by flying Malindo we will avoid long delays common to other budget airlines. Obviously we are wrong! Do long delays also happen frequently with Malindo? Explain please.

I checked 2 suit cases in perth airport on the 27th of december flight number od156 to kuala lumpur and from kl on oman air to muscat to final destination cairo egypt on arrival to cairo only one suit case arrived but not the large one (black/grey) colour I reported the missing case to oman in cairo airport report number n8037898 but no news yet about the missing case label number od186310
Flights details
Od156 perth to kl on 27th december 2018

Wy822 kl to muscat on 27th december

Wy405 muscat to cairo egypt.
Name :hossam eldin ouf +61 [protected]
Perth west australia

On 5Jan 2019 I have bring a group 21 person of senior the oldest 84 years old and other average on 65-70 years old. We have arrival at KLIA airport at 6.30am and I try to go check in at group counter but when we arrival the counter they already have one group of customer in check in procedure, so we are queuing in one counter line (there only have 2 counter for group check in). After we wait for 45 minute and almost is our turn the beside line come over to our queue and to continue their group of check in (they have almost 80 person for check in) in the same time I'm asking one of them are they wanna to use two counter to check in all them. After that I go ask the Malindo staff inside the check in counter, it is possible to share one counter to other group instead of 2 counter also check in for 1 group ? Some more the oldest are so tired for standing and wait there almost one hour. But one of the Malay Girl duty at the counter the attitude very bad and scold us back say that first come first serves. We also queuing for almost one hour and I'm just asking it is possible open one counter for another group not 2 counter for one group. The Malindo staff girl are giving me disdainful look and obviously our senior citizen and behind me our group too.
After that I'm try going to normal check in counter and explain the situation to the person incharge duty the time, he understands and ask our senior citizen come over the counter and help us to proceed the check in. Very thankful for the guys and the Malay Girl at group check in counter the attitude really horrible and no manner to the senior and customer. I hope that you or your management will take it as a action on this kind on matter. Very disappointed for having a staff like this.

Hi, I and my wife reserved seats 4A and 4B while flying to Delhi (Flight OD 0207 on Friday 7 Dec departing from Kuala Lumpur to Delhi). The overhead stowage bins on the left and right above us were full. A crew requested us to place our carry-on luggage 15 seats behind us. When we asked about safety and why there was no space above us, she replied "first come, first served". Since we did not want to mess our holiday at the onset we opted to appreciate the situation and moved at her request to seats 14E and 14F. While deplaning we were told by another crew that the bags above the fourth row seats belonged to the crew. We do not wish to whine about the past. However, our return flight is coming closer (OD 0206). Rest assured that this time we have decided not to move our bags or change seats. We will protest and stick to our position no matter what. Thank you. Raghunath.

Hi,
I flew with Malindo from Kathmandu to KL and then from KL to Yangon, flights OD183 and OD552 on 30th November 2018. I am very concerned of the safety of the food provided on the first flight, I became sick afterwards and had to vomit on the following flight and was sick for the following day. Another passenger on the same flights equally got sick with stomach issues after the flights. I am absolutely certain that I did not eat any contaminated food before the flights, so the only possibility is that the food served on board was contaminated.

His name is Albert.
He is racist.
Did not allow correct information.
He does not deserve to be part of such great airline service.
He asked us to reset our bags as we are only having 18 kg however we donot have hand carry. We reset our bags and gone to the next counter. She did not say anything. Albert came to tell her about us as a returning customers but lady was not racist and allowed us what we were carrying as we were having right amount of weight.
I would like to take action against him.
Thanks

One of Malindo Airways staff at perth airport is racist. My daughter was flying last to India with my friend's wife. One of your female staff (Indian) maybe her name was shree. I asked her name she refused to provide me (as it is every customer ‘S rights). She was picking us on small small things. First she said my daughter can't travel as her passport is expiry in 4.5 months (I already confirm with passport office as long she comes back before expires it ms ok) thenwe have some weight over so we said we will remove some weight and she was behaving like that we were criminals asking us to move our bags quickly. Then my friend's wife got new passport and she got confirmation email from immigration regarding visa everything but still Malindo staff was showing that she was in charge so she can harsh to customers.in the end I asked her name she replied why she will us her name I said that's my right then she refused to spell she you are Indian. I couldn't understand what to with this that I'm Indian or not. She was just us that she was in charge so she can do anything

Hi Malindo CS Team,

Good morning and have a good day.

On 27oct18, i facing difficulties to check in the luggage at check in counter.

As per told earlier, check in will start on 8.25am and we waiting patiently at nearest waiting area. And then i start to queue at 8.15am at C2 Counter at KKIA.. and then until 8.30am we just waiting to check in.

As i see at the counter, have a few staff prepare to start job and at the same time staff purchase kuih-muih from one of aunty sell that in front of counter.

The worst part, i just waiting until one of my friend ask a guy at C2 counter either we can proceed for luggage check in yet.And he told the counter C2 only for business class.

And what purpose we come and make queue, the staff not even give a hand to help and advise accordingly to us that counter only for business class passenger. And he not even apologize to us and we proceed to check in at another counter.

And i tell him, to put any sign to show that counter only for business passenger.

Please dont do double standard, we pay your flight ticket not same as bus ticket.

And maybe the staff need to go for training and fresh up with the customer service skills or maybe he dont want to work with Malindo anymore.

Staff at check in counter KKIA not friendly as KLIA staff there, maybe he need to learn with another staff..

I make a complaint about this, not to complaint at the malindo but more to individual staff.

Regards,
Fida Sofie

I bought my ticket originally to depart from Kuching to Kuala Lumpur at 25th October 2018 at 8.15pm but unfortunately last minute the airline decided to cancelled the flight and retimed to depart at 9.15pm. I purchased the sitting seats for 4A but when I did my online checked in, my original sitting seat had changed to 8A without my consent nor knowledge by the airline. So I called customer service number provided by the Malindo website and the customer service lady told me that I can make the changes once I go to the counter and drop my luggage.
So after she told me so, I do exactly what I was told.
But to my surprise, the counter checked in assistant or manager (Mahathir) in Kuching was extremely rude to me and started to raised his tone on me saying that who told me so that I can change my allocated seat and challenged me who said that to me with an extremely rude way.
I told him I was being told by the customer service and how the hell I know if I can or can't, because I paid for the seat and that's what I was being told. And yet he still didn't give up but continue to raise his voice and that it's my own fault that I changed my flight. I was extremely surprised that what the hell was he talking bout as I didn't changed my flight nor seat, so I asked him to speak to me nicely as I'm a customer and I wasn't being rude at all.
Malindo airline seriously need to take actions of the way their staffs behaving especially working as a front desk customer service.

my name is Chen Wei Leong, date 18/10/2018, OD 613, seat no 16D, my jounney from CAN to KUL started in CAN, i injured my leg while carring my bags at the check in counter in CAN, i was limping to the aircraft and boarded the aircraft with severe leg pain, throughout the flight until landing, i was not seen to by cabin crew and ground staff on arrival forcing me TO WALK TO IMMIGRATION, I had to be seated until all the paxs cleared immigration before i cleared immigration, no wheelchair was provided for me . my email is, [protected]@mrange.com.my, please reply as i am unhappy with the aircrew as well as the groundstaff who ws not helpful to my plight both in CAN and KUL.

Dear Sir/Madam

I was in the flight OD808 from Singapore to KL on Friday 12 Oct and supposed to reach to KL by 18:15. I had booked a flight IKA on 23:15 and I could reach that timing no matter what happened.
808 delayed and I even changed to 806 and that was also delayed and I could not reach my flight on the night. The reason given, was bad weather while all flight was landing one time.
I had an hour debate with KL office and finally got the worst KL hotel for a night at 2:00 am and sacked off the day after at 13:00. The behavior of your KL people was totally unjustified.
I had to go back to KLIA and wait for my flight for another 12 hours.
I had to pat 1400 MYR to renew my ticket while 24 hours of my time is wasted.
I am expecting a refund from your company.

Regards,

Dr. Mohammad Rahim Vaseghi Jahromi
Islamic Azad University
Dubai Branch
UAE

Email: [protected]@iau.uae
Mobile: +[protected].

Flight : OD1621 (kuching - klia)
Date : 5 okt 2018 - 9.15pm

I'am so dissapointed with your luggage crew that handling your customers bags. I spend rm25 to wrap my bag (that i have never done before) just to make sure it wont further scrach my bag . Unfortunately when i reach home i can see how bad your crew handle your customer luggage. I strongly believe your staff had thrown my bag hardly...they dont handle it with care. This is not the service that are expected. Please look seriously to this matters.

After a recent flight I received an email from your CEO asking for feedback. I sent some feedback about the fact that you cancelled one of two flights I purchased, reallocated me to another flight that was in the air at the same time as the second flight. Clearly this made it impossible to take both flights. I had to spend a lot of money phoning Malaysia from the UK to resolve what was your error. I sent this feed back after the recent flight and you have ignored it entirely.

Dear Sir,

I am retired major of Bangladesh Army and presently working in a renowned Real Estate Company as GM & Head of Corporate HR. I along with my wife and son (17 years old) traveled to Malaysia and Singapore from 27 July 2018 to 05 Aug 2018. We planned to go to Langawi directly from Dhaka and then from Lagkawi to KL by Malindo Airlines. Thereafter, from KL to Singapore by Road by Aeroline Bus and back to Dhaka from Singapore on 4 September 2018 by Regent Airways. As per our travel plan we had tickets of Malindo Airlines to go to Langkawi and KL. Our Malindo Airlines Ticket Booking references are 'RR4D8F', Issue Date: 15 July 2018. Our flight No was OD 161 to go to Langkawai from Dhaka on 27 July at 01:10 am. We have nicely completed our tour and enjoyed the hospitality and journey on board in Malindo Airlines. Thanks for your nice hospitality.

But, on 26 July at 2300 hrs during Check-in process in Dhaka (Hazrat Shahjalal International Airport) the staff on duty in the 'Check-In' booth asked irrelevant and embarrassing questions which was humiliating and insulting for us. Once we gave our passport and E ticket for Check-In the staff on duty asked following questions:
1) He asked, Why I did not have a return ticket by Malindo Airlines from Malaysia? I replied that we were going by road to Singapore by Aeroline Bus and then From Singapore to Dhaka by Regent Airways. I also showed him those tickets.
2) He then again said, those tickets could be fake and We might not Return from Malaysia. He expressed his doubt about our return from Malaysia. (It is very much insulting and embarrassing question which he is not suppose to say with my social status and position.)
3) He then further asked how much Malaysian and Singapore Currency do we have? I told him what we had. (Is it a decent question? Is it relevant?)
Then the staffs loudly asked his other colleague who was on duty in Business Class booth, whether He should give us boarding pass or Not. Once his colleague said him to give the boarding pass, he gave us boarding pass.

The above questions and treatment was totally unfair and was totally insulting. It is the duty of Malaysian Embassy in Dhaka to judge those doubts and issue visa to me. More so, such questions can be clarified by immigration officer if necessary. Why a Chick-In staff of Airlines should ask a passenger with social dignified position such questions once he and his family has been issued valid Visa by Embassy after necessary visa verification process, besides related questions my be asked by police in Immigration if there are reasons to verify again as they are legal authority to verify such queries. But why during Check In process a staff of Airlines should take such doubt and ask those embarrassing questions when we were holding a Valid passport with Visa endorsed and we had Valid Tickets and luggage within limit where it was not his duty given by the government of the related countries?

We were deeply hurt and felt humiliated for such conduct of Malido Airlines Chick-In staff at Dhaka Airport. I would request to please take necessary measures so that such behavior is not repeated and you take necessary disciplinary action.

With profound Regards

Major Nurul Afsar Md Neyamul Islam (Retd).
Cell No: +[protected]
Email: major. [protected]@gmail.com

I arrived at the airport 7.15pm, flight was delayed and not leaving until 11pm. At NO time did the screen tell me to check in. Finally screen said 'go to waiting room'. I went through security only to find flight had closed.
I went to Malindo office. VERY VERY rude staff, one told me she was NOT sorry. It was all my fault, why didn't I ask someone? I said why didn't the screen say check in? She said not her problem, screen is property of the airport, nothing to do with Malindo. I said how would I know that?
I then had to buy another ticket. I would like a refund and an apology. A real one.

I will never fly Malindo again AND I will be telling EVERYONE I know also NOT to fly. BAD customer service will not work in Australia.
Also, the planes are very old, the entertainment system did not work for my whole row.

I'm here to complain about ticket online booking by android. Yesterday I doing online ticket from Subang to Penang for date 30/8, I already select SZB in selection of departure but suddenly when succesfull I saw the departure is KLIA 1. Cause of this make me trouble to arrange transport to KLIA1. So i'm have to booking other ticket departure from Subang again. So i'm waste my money on this. I'm really upset on this transaction.

I would like to lodge a complaint on the basis of discrimination that was done by your employee to me on 19th August 2018 at the counter no 45 in Chennai Airport.
Please see the list of events happen on that day.
1) I have arrived at the MalindoBatik counter in-between 10:15 - 10:30 with 3 bags (1 laptop Bag, 1 Hand Luggage(cabin) and 1 Main Luggage)
2) During the Event of Check-In, my luggage was weighed more than 3-4 KG than the prescribed weight limit and the airline crew has requested me to remove some luggage to which I have compiled.
3)However, in addition to this, they have intimated me that only 1 Cabin luggage is allowed, I have been traveling via Domestic and international flights for the last 10 years never anyone has said this weird rule to me and when I have mentioned, I have traveled with Malindo number of times and this the first time I am hearing this, there was a simple and blunt answer either you travel like this or don't travel at all.
4) Now, I would like to know if this is a company official policy on this. If that is the case I have seen a lot of people traveling with 2 cabin luggage(1 laptop bag and 1 normal bag) on the same day and same flight.
5) I would like to know why the counter has only targeted me specifically as if it was a discrimination.

The person who did this was a woman, I couldn't get her name as she has kept her ID in a reverse order, hiding her name, based on the way she was behaving and passing the orders, I guess she should be the supervisor . The entire incident was recorded in the CCTV, i kindly request the airlines to go through the footage and provide me with an answer.

My ticket reference number is XNVCJP.
My Flight : OD 9113.

Dear sir,

I recently flew with your airline. The flight details are as below:
flight date: 31/07/2018,
flight no.OD2105 & OD605,
departure airport: KLIA, Kuala Lumpur, Malaysia,
Arrival Airport: Hong Kong Airport (PIR), Baggage Tag No: OD283477.
My checked in luggage did not arrive at my destination as expected. I immediately notified your team at the airport and fill up the complaint form which I did.
Arriving at my destination without my luggage was a great inconvenience. It means that I did not have my most essential items. It also meant that I had to waste my time on my trip replacing some of these items. The details of the items that I have replaced in HK are my clothing, footwear and some toiletries amounting to a total of HKD10, 000. Mind you, I had the added stress of trying to sort this out as I have an urgent meeting to attend at the same time. When I RECEIVED my luggage It was 2nd day August 2018, 7.59pm. It was more than 27hours from the date I arrived in hong kong airport.

Under the airlines convention, I would like to claim compensation for my delay luggage as listed above.
Please do not ignore this email. I would like us to resolve this dispute without any legal proceeding. Please reply in next 7 days, so that this dispute can be resolved as set out in this letter.
I am sure it will not prove necessary but if I do not hear from you within 7 days, I will raise this complaint with the civil aviation authority and progress further, if necessary until this matter is resolved.

I look forward to your reply within the next 7 days.

Yours faithfully
OOI CHEE KUN

Dear: Person whom may in charges,

Good day.

Passenger Name: Tan Joo Lee
Document No.: [protected]
Contact No.: [protected]
PNR No.: GHWUOE
Date of Travel: 02th Aug 2018
Time: 21:40pm (re-timed to 22:40pm)
From: Penang-Subang

It's dull to me.
This's happen on yesterday night trip.
I received a message from Malindo Air due to operational requestes, the flight is delay to 22:40pm at night.
When I reached airport at 22:25pm, one of the officer said the flight is departed.
At that time, I felt shocked and upset because I have an appointment in the next day.

The wrath was when I on my way back home at 11:07pm, I was informed by one of the operator asked about a'm I going to take this flight. I replied I missed the flight. The reply is the flight haven't depart...
I really don't know what can I reply to the operator as I felt lose at that moment.

So today I hoping the re-timed have to be inform to customer accurate.

Thanks.
Tan Joo Lee