Malindo Airways
Reviews and Complaints

I have given relevant details on May 14th 2017. You rep mentioned in email saying it will take 30 working days for refund.However its more than 2 months. I am complaining on the service rendered by your staff/department. Pure laziness when comes to executing task within timeline. I demand an explanation as i have all the email trail pilled up to 17 threads. Al those was a chaser email sent to know details/progress of the refund.
Reser​​vation PNR: XCHIZC

Complaint - Our flight ticket is cancelled without consent nor payment, and what should i do now at Perth airport?

My scheduled return flight from Perth to KL is 29 Aug, and I called this morning to enquire changes for an earlier return flight on 27 Aug. At the end of conversation, the staff confirmed that I want to make changes, and told me to wait for call from their finance dept. to proceed with the new booking. I was given the impression that new ticket will only be issued upon my payment charged. However due to emergency, I called back to Malindo to cancel my changes, even before their finance dept. called me. However they inform my original ticket has been cancelled. To secure back the same ticket, i have to pay RM1500. Or if I wanna book the flight on 27 Aug, I also need to pay RM1500. I am confused, how can the word of "CHANGES" equivalent to "CANCELLATION" !? Isn't that your procedure and system having a problem and putting your customer in dilemma? I paid a full ticket, and then I enquire to change and waiting for final confirmation. I withdraw my request within few hours. No consent, no written agreement, no payment, and my ticket cancelled. Neither I reverse the same thing or I change a flight, you want me to pay now?

I have book flight on 22/08/2017 and found the departure time is different with what I book.

I have make a call immediately to customer service but they request I email to customer care for investigation.

I do email immediately as well on 22/08/2017.

BUT until now I haven't get any reply from customer care.

I really very disappointed with Malindo Air.

Please contact me immediately if you saw this complain.

Name: Mr. Lim Kim Hua
phone: +[protected]

DEAR SIRS,

I flew on 13aug from DPS-KUL with malindo air flight number OD305
KUL-IST with TK number TK61 and 14aug IST-SKG TK1881.
It was one tkt all the way with tkt number 235-[protected]-98
i checked all the way from dps till skg
unfortunatelly my bag was lost(for second time cause it was lost and on my way from skg-dps)and there is no sign where it is.

the number of my baggage is OD095874 and the
Reference number skgtk16973 from the report that i filed

it was a dark grey plastic bag with 4 weels.

pls forward this to your colleagues in bali and kuala lumpur cause there are the places that it seems to be lost.

it is really important!

thank you

I bought a Malindo Air ticket to travel on 14 August, but my plan changed and I asked for a refund. Their customer care representative told me my ticket is promotional therefore I cannot get a refund when I didn't purchase a promotional ticket. There was no mention of ticket being promotional on the website, reservation email or on the ticket. I have emailed them several times, but they are not complaint to resolve my issue.

Sir/ Madam,

I Shubham Joshi travelled in your airline on dated 8th of July from Denpasar DPS to Delhi DEL. I had not been received my baggage at check out counter at Delhi airport. My PIR was on dated 8th of July. Your staff is unable to trace the location of my baggage. Even they told me to stay for one more day in Delhi to receive my baggage. So we had cancelled our Indian rail confirm ticket to receive our lost baggage. We had faced lots of inconvenience due to this unexpected stay. we had to take a hotel for stay. We had to purchase items of clothing to fulfil the need. We want the compensation for the misguidance, inconvenience, inappropriate information provided by your staff. Ms Gunjan and her colleges have totally misguided us throughout this period by telling the lie that our baggage has no Tag but when we received our Baggage it has the Tag of same journey date. They told us the compensation amount can be claimed after 5 days from the date of lost baggage. Now it is 24 days.The ratio of call taken by these supervising authorities is very low for our case. A single call has been taken in respect of hundreds of calls. we are totally frustrated by this unwillingly act.

We want compensation for the same. please contact asap. or be ready for legal action.

Hi,

Here attached with my flights ticket & my water tumble photos for your perusal.

I am writing today to complain of the poor service I received from your airline company. I was leaved my water tumble on aircraft during flight from SZB to PEN on dated 04-08-2017. I purposely went to Malindo office at Penang Airport on dated 06-08-2017 time 12.30p.m., one of your staff managed to found my water tumbler still available with checked thru their records and proved to me that my water tumble was still available, but temporary they unable to locate my water tumbler due to the staff who safe keep my water tumbler was not around, your staff just keep my contact number and promised to call me when they locate my water tumbler. But there is no respond and did not get any feedback from your staff. I arrange my time to the Malindo Office at Penang Airport dated 07-08-2017 time 5.55p.m., I have question about my water tumbler and tried to get my questions answered, but the staff talked in a very rude manner and answered me that my water tumbler was lost.

I was so disappointed as Malindo is a airline company with well-known excellent customer service. I don't see any sense in telling you the word-to-word conversation I had impolite staff of your company, but I am sure that after knowing this incident, you will definitely take some action to educate your employee on behavior with customers which will prevent the loss of your business in future.

I believe I have done the right things by passing on this information to you with the hope that you will look into this matter seriously and locate my water tumbler as quickly as possible through an intensive search and return it to me.

All my detailed description as below :-

Name : Lim Yu Lynn
Address : Sutera Matra Sdn Bhd, B-9-19, Block B, Oasis Suites,
No.2 Jalan PJU 1A/7A, Ara Damansara PJU 1A,
47301 Petaling Jaya, Selangor.
Phone no. : +[protected]
E-mail address : lynn.[protected]@suteramatra.com
Name of the airline : Malindo Airline
Flight date : 04-08-2017 (Friday)
Flight number : OD 1158
Origin City : Subang (SZB)
Destination City : Penang (PEN)
Seat no. : 6A
Boarding Time : 17:40

I look forward to hearing from you. Your attention is highly appreciated.
Thanks.

Date: 5th August, 2017

Mr. Chandran Rama Muthy
CEO
Malindo Air

Dear Sir,
Subject: Harassment and financial loss caused by Mr. Tofayel, Malindo Air check in staff at Shahjalal International Airport, Dhaka.

With all due respect to you and your esteemed Airline “Malindo Air” I would like to mention that myself and my fiancée both are fan of Malindo Air and therefore we already travelled a lot by Malindo Air so far.
However, we never met such a rude and non- cooperative staff before like Mr. Tofayel at the check in counter of Dhaka Airport who has made our lives miserable for 2 days. We had a very bad experience and financial loss has incurred due to extremely rude attitude, misbehavior, non-cooperative and unprofessional manner of Mr. Tofayel, Malindo Air check in staff at Dhaka Airport.

Noteworthy here that we confirmed our tickets with Malindo Air through a travel agency for traveling on 25th July 2017 to Jakarta via Kuala Lumpur( 1. Sumona Akter e-Ticket no: [protected], Reservation code: 50BRBY and 2. Naushad Bin Islam e-Ticket no: [protected], reservation code: WMCCLP). Flight departure time was 11.00 pm. We started from Shyamoli, Dhaka at 8.05 pm with a target to reach the airport by 9.00 pm, due to unexpectedly huge traffic jam at Dhaka city on that day, we could reach only at 10.15 pm, we rushed to the check in counter and asked Mr. Tofayel(as he was attending us) whether we can check ourselves in(still 45 minutes left to flight departure), he, even not looking at us, answered that check in counter was closed 1 hour ago (that means check in was closed for this flight at 9.15 pm), I requested him once to check whether he could do something for us(another passenger was also requesting the same), he answered negative. I understood his point and surrendered. As my hotel was pre-booked from 26th July, 2017 through credit card and my travel schedule was also very tight, I immediately thought about catching the next flight at 12.50 am(26.11.17) and asked him whether he can change our ticket from 25th July 11.00 pm to 26th July 12.50 am, he answered that it’s not possible from the airport counter but can be done by travel agent who issued our tickets. He assured us that he will issue boarding pass if we can manage our travel agent to change the ticket time and re-issue the tickets. Having assured by him, I immediately called our travel agent(Skylark Travels) at around 10.40 pm to change our flight time and issue new tickets, my travel agent informed that it will take 40-45 minutes to re-issue the tickets and will incur additional charges by the Airlines . I again went to Mr. Tofayel and asked whether we should go ahead with re-issuing informing that it might take 40-45 minutes, he replied that we can go ahead.
Immediately I instructed the travel agent to re-issue the tickets and charge me additional cost to be incurred. I called my travel agent again at 11.20 pm to check the status, she told that it was almost done and my one(Naushad Bin Islam) was re- issued by then and I can proceed to collect boarding pass, while another will be done in 2-3 minutes(within the issuing time of my boarding pass), at around 11.25 pm I approached to the check in counter to collect my boarding pass(I noticed Mr Tofayel was closing the counter, I informed him my ticket has been re-issued and boarding pass can be given to me meanwhile Ms. Sumona Akter’s will be issued also). As he was hurry leaving the counter, he rudely uttered that he will look into the computer once only and if he didn’t see our tickets were issued, he will just leave and shockingly stated to me “if I don’t find, don’t you dare to request me again”(I was shocked with his behavior but kept myself calm as I was at need), he looked into the computer and saw my ticket was issued, I requested him to issue my boarding pass and meanwhile other will be issued also, he cautioned me saying he can only issue my boarding pass and can’t wait for my fiancée. I again requested him that he wouldn’t have to wait, it might have already been issued. At this point, Mr. Tofayel suddenly closed his computer and left the seat uttering local slangs in a fading voice. We kept on requesting him saying that please check that the tickets were issued(Time was around 11.35 pm, at this point of time I called the travel agent, she ensured me that both the tickets were re-issued by then). As he was rushing to the lifts, my fiancé went close to him and requested him again to issue our boarding pass, but he, with a big surprise to us, uttered to my fiancée saying “you nonsense lady, my flight will be delayed for your ignorant act”. I was so surprised that I sat on the floor listening to this degree of unprofessional behavior from a hospitality industry staff like him. I am a frequent traveler and in my life I have travelled many countries in several airliner, I am very much familiar with the last limit of boarding time as well as the Airline staff’s hospitable behavior and attitude also. But, I never met/had to face such an unprofessional staff in my lifetime. I strongly believe that he didn’t do it for his flight will be delayed, but he did it to show off his power and to upkeep his ego. My travel agency later informed me that Malindo Air charged additional BDT 32000(US$400) for 2 of us for re-issuing the ticket on 25.07.17. And, we had to get the tickets again re-issued on 26.11.17 which was again charged additional BDT 8000(US$100), plus the 1 night hotel charge US$ 80(Total amount US$ 580 was our loss due to Mr. Tofayel’s intentional negligence).
I earnestly request you and beg your intervention into this matter to take appropriate action against him and request you take any possible measure to relieve me from the additional charges levied to me for the re-issuance of tickets (from 11.00 pm on 25 July’17 to 12.50 am on 26 July’17), as I haven’t paid to the travel agent yet.

With best regards.

Naushad Bin Islam
Cell: +880 [protected]

On 2nd of July, I was to board OD606 from Hong Kong to Kuala Lumpur at 15:15 and then take a connecting Malindo flight from Kuala Lumpur to Trivandrum at 20:40 pm the same day. At check in, I was informed by your staff that the flight was delayed for 3 hours to 18:30. Upon hearing this, I realised I would not land in time in KL to catch my connecting flight and I raised my concern to the staff. She confidently and equivocally stated that my connecting flight is also delayed and will wait and wont depart until we land in KL. My confidence in her statement was low as we had previous incidents with Malindo, where my husband's luggage was stuck in KL and took us a week to receive it. The lady at the check in counter reassured me that the connecting flight will definitely wait and an airline employee will receive us at KL to guide us to our connecting flight and prompted me to board the flight at 18:30.
The flight was not delayed by 3 hours, it was delayed by over 5 hours and finally took off at 20:30! We landed after all the connecting flights had departed, there was no airline staff to receive or assist all the stranded passengers. Stranded, helpless and lost are subtle and understated way to express what I felt afoot KL airport. The transfer desk was absolute chaos with passengers frantically trying to get information from your staff who were most unhelpful. I found myself in a very uncomfortable position amidst all the chaos, where I was the only one who could converse and translate from Malayalam/Tamil/Hindi into English to the airport staff. We were given absolutely no information on what was happening for over 2 hours at which point I personally had to browse for other flight options myself and for 11 other passengers (1 who was in a wheelchair, mothers with babies and small children, and the ederly) and presented alternative to your staff. This is NOT my job, as I do not work for Malindo. It is also worth noting that your employees are given no guidelines or there's a blatant gap in your company policies or the lack of one. Passengers are understandably agitated and one of your employees even yelled at them saying they can't help the situation.
After 2.5 hours of waiting, I was informed that Malindo does not have another flight to Trivandrum till the 6th of July (a detailI knew all the while!) and offered me a seat on that which was 4 days later!. To top the situation, your employees said the Airport hotel was full and they were unable to provide accommodation elsewhere, since I do not have a Malaysian visit visa! At this point, I was frustrated, tired and hungry and decided to catch the next Air Asia flight to Kochi. I asked to retrieve my luggage and no surprise they couldn't locate my luggage and had misplaced it! Since the Airport hotel was full, they offered to accommodate me in a hotel 40 minutes away from the airport. At the point I had no other option but to ask them for a seat in Malindo flight to Cochin the next day at 21:00. They gave me an economy seat from KL to COK. I had a business class seat reserved from KL to TVM and I was downgraded to economy to a destination which wasn't even mine to begin with!
The nightmare with my luggage is a whole different story. I navigated through immigration and obtained a visa with absolutely ZERO assistance and went to Malindo counter outside. The staff at the counter was a Mr. Ganesan, who heard me out and sent me to the baggage carrousel to look for my luggage with another employee. I went through the tossed baggages at the baggage claim, lost and found, and God knows how many offices to no avail. Nobody had information on where baggages go in an event of missed connection! I went back to Mr. Ganesan who assured me that he needs to go check in the store room, and in all honesty said it was going to be a few hours before he locates it. He was kind and helpful and even gave me his contact number and urged me to go to the provided hotel and rest a while before my flight.
About 7 hours after I landed in KL, I finally reached the hotel which was just an excuse for a budget motel. The room was filthy and the toilets had dead cockroaches. This was the least of my issues however. At 12:00 pm on 3rd July, Mr. Ganesan finally managed to locate my luggage and asked me to report to the airport early, claim it and re check in to my flight to COK. Needless to say, my flight to COK was delayed by over an hour as well. Cochin to Trivandrum is another 5 hours taxi ride.

I ended up spending INR20, 000 on roaming charges to look up alternative flights for myself and other passengers, take UBER from hotel to airport, and for taxi from Cochin to TVM.What was supposed to be a 10 hour journey turned out to be a 40 hour nightmare.

So my question to you is how much do you value your frequently flying passengers and how do you intend to fully compensate this financial and psychological damage that your airlines has caused?

I have travelled from dhaka to perth on 18th this month by malindo airlines. I had to have two transits in kl and bali but when I arrived in perth, I noticed that my luggage did not come through. Immediately I have compaliend and its been 6 days, still the airline could not update me whatsoever...

In this time period, I have called thousand times to the airline office, agents but they have barely received the phone and answered the emails - this is just careless.

I am

We were informed about the flight delay from KL to Bangkok from 6am+ to 955am, but when we check in at the airport we were bring told that the flight is now delayed to 1215pm, and yet the flight later delayed to 1245pm. It was a very bad experience where the airline didn't bother to inform us in advance about the delay. And it had wasted half of our travel day spent at the airport!
On our flight back to KL, we took the flight at 6pm. However, we received another reschedule sms at 1pm! We were being informed that our flight is now delayed to 9pm! There are only very few flight in a day, and now Malindo airline is again trying their luck to put all passenger into 1 plane! It's very annoying as it gonna be midnight by the time we touch down in KL!

It is bad experience to me any family, where we booked a flight OD325 from Bali Depansar back to Kuala Lumpur, initial schedule is 11.35am, but later received a message and email said is retime to 12.40pm; however, we managed to wake up early and rushing ourselves to reach Bali Airport, and check in everything, then system tell us flight is delay up to 13.00, after 13.00 we still can't board to aircraft and didn't announce any reason for delay, please keep your costume service to professional way, and don't treat us like stupid.

Flight detail:
OD325 Depansar to Jul
Date: 27 Jun 2017
Original depart time: 11.35am

My name Tan Soon Huat
Email: [protected]@gmail.com

Dear Sir,

This is the general complaint to malindo airline. We are being informed earlier that our departure flight is changed from 6pm to 11am from Kuala terengganu to Kuala Lumpur. The issue we are facing now is the officer has separated us into half which 5 people depart at 11am and 6 people has been told to take the 6pm flight. The staffs are not giving any solution about this issue. The call was not answered by Customer call line/contact person. This is the serious miss managed and here to request for response from your respected company before law sue being made.

Thank you.

Regards,
Mr Wooi
[protected]

Copy of the complaint sent to Malindo Air which is declined - Now I am in the process of proceeding further, including filing a complaint before the Commerce Commission here.

Dear Sir/Madam
Sub: Cancellation of flight timing by Malindo Air for the bookings done for both outward and inward journey - Booking Nos AQBMWL - Perth to Kochi (12/08/2017) and return FGRNAE Kochi to Perth (10/09/2017) – Declining of request for rescheduling the bookings to 02/12/2017 and 30/12/2017
I had booked for the travel from Perth to Kochi and from Kochi to Perth through your airlines for 12/08/2017 and 10/09/2017 vide the above booking numbers for my family consisting of my wife and myself. Both of us senior citizens and most of our travels are for holidays and/or visit friends and relatives. I am a professional, and so my journeys are always planned in advance with planned programs/visits. In our above bookings I had booked for travel from Kochi to Pune on the next day of arrival in Kochi i.e. 13/08/2017. The bookings for the above travel were made months before and my travel plans for the period up to April 2018 are planned and tickets booked.
Recently I received communication advising that the flights for my above travel (both PER to COK and COK to PER) are rescheduled affecting my travel plans. On getting the communication I contacted your Customer Service Team over phone as well as through email for rescheduling my tickets for travel. I requested your Customer Service Team for the rescheduling our travel to 02/12/2017 (PER to COK) and 30/12/201 (COK to PER). These dates were selected considering our prior commitments and travel plans to visit my daughters who are in Melbourne (Australia) and Wellington (New Zealand). My requests to the Customer Service Team were declined by them stating that as per rules the change can be done only for date with 3 months' time. This prompted me to look in to your web to see the rules for flight booking when Malindo reschedules the flight. I have attached a copy your web (screen shot) with this letter. The rule reads as under (Quote):
4. Passengers whom has been affected by flight rescheduling for more than 30 minutes later and earlier will be entitled of one time free of charge change of flight of the affected destination.
The above rule in your web does not impose a three month rule for change of flight. In my case both (outward and return flights) are rescheduled. So my request for change is within the above rule advertised in your web.
My travel booking as per the above booking is from 12/08/2017 to 10/09/2017. So even if the rule of 3 months is applied (I am not accepting this rule as it is not provided in your web as can be seen
from the screen shot) it should be from the date of completion of travel and so the change can be allowed from a period of 10/12/2017. My request is to change to 02/12/2017 and 30/12/2017.
I am spending a lot of time for contacting and communicating with your office on the matter and is costing to me.
As you can see from the para (4) in your web I am entitled for the change of my flight booking free of charges to the dates I requested.
Considering the facts explained above I request you to advise your Customer Support Team to change the booking of my travel bookings (for both passengers) to 02/12/2017 and 30/12/2017.
In case you do not agree for the change of flights as requested by me please inform me the process for complaint. In that case I will be adding the cost for litigation. I also plan to place a complaint before the Commerce Commission (Consumer Protection Division), Perth, Australia as the subject matter falls under their jurisdiction, in case not resolved.
An early response will be appreciated.
Regards
Vijayakumar Damodaran Nair
Sugeetha Vijayakumar

On 5th June(monday) 2017 I was travelling to Bali via Kuala Lampur in Malindo Airlines.
Delhi(DEL) to Kuala Lampur(KUL) ( OD206) Time: 22:05
Kuala Lampur(KUL) to Denpasar Bali (DPS) ( OD 306) Time: 09:15(kuala lapmur time)
To get better seats we did web check in on saturday itself.
We were a family of 11 so booked seats nearby eachother.
So my brother who booked the seat 31A for him and when we setteled ourself there to our surprise his seat did not recline. Not even a bit. so he had to sit straight for 5.5hours.
He had soo much trouble adjusting there as he is 6ft tall. when he requested the air hostess she said there is no seat available where as we saw 1 empty seat which the air hostess had promised to give to the couple who had the remaining 2 seats, so that they could sleep comfortably occupying all the seats.
So after completing the journey of 5.5hours sitting straight we finally reached Kuala Lampur.
After a halt of 3.5hous, we boarded the the plane again hoping this time it would be another plane of malindo.
But again it was the same seat. So in totality he had to sit on the straight seat for approximately 8.5hours
Which has now caused him severe back pain for which he is on medical treatment.
Coming to the second problem
I had seat number 30F of whose TV was not working.
I made several complaints to the air hostess but being so ignorant, she didn't even care to check for any empty seats on repeated requests.
Same as my brother i had to spent 8.5hours just starring at the back of the seat.

This is regarding the return ticket booked by us as part of our return journey from Bali to Mumbai. We were offered the lowest deal by Goibibo and we opted for it. Paid the dues and then the system generated three different tickets one from Denpasar(Bali:Indonesia) to KaulaLumpur (Flight Malindo Air OD-307, time;20:50 7th june)PNR- VCSGPZ, Second from Kaula Lumpur to Cochin(Flight Air Asia, AK-37 8th June 06:05)PNR-SKF3VJ and third from Cochin to Mumbai(Flight GoAir, G8-348, 08th June 13:00 ) PNR W82F44. When we enquired online we were made to believe that at Kaula Lumpur we can receive transit visa. Accordingly at return we did online checkin with Malindo on 6th June 2017. But, on the day of departure i.e. 07th June 2017 Malindo Desk personnel at Denpasar refused to do our check in saying we require Malaysian Visa and that we cannot get it on arrival at Kaula Lumpur. We were made to book Air Asia tickets from KaulaLumpur. This cost us twice the price. Later at Kaula Lumpur we learnt that we could get visa on arrival and accordingly my husband got visa on arrival when we reached by Air Asia flight. Had we travelled by our original Malindo tickets we could have gone for visa at arrival and that would have saved our money.
It was really a shock for us as we were in first place given wrong information . We had twice asked the desk personnel at Denpasar to confirm, but he said he knew it. I am a teacher by profession, and we spent our hard earned money on this tour which was our first international tour, blindly believing on your desk information system. As this is due to wrong information/lack of transparency/ lack of knowledge by Malindo airlines personnel, we feel we deserve that our ticket amount must be refunded 100%.
Four tickets had been booked with the names respectively as : Mr. Umesh V. Kokate, Mrs. Mrunal U. kokate, Mr. Ameya Umesh Kokate, Mr. Chinmay Umesh kokate.
Hope that Malindo follows professional ethics and understand the inconvenience faced, and process the refund at the earliest.

My flight was on 26th may from Kuala lampur to Dhaka! I changed the date to 25th may by paying 200rm extra. Flight came to an emergency landing for problem with the aircraft! I was in airport for 10hours with out getting any accommodation! And next flight was on 26th. So why did I pay 200rm extra? And want action did the Malindo take to comfort the traumatized passengers?

My family and I (7pax) were suppose to fly back from kuala lumpur to miri on 28th march 2017.

On 25th march received the following email notice:

=
From: malindo air preflight
Date: sat, mar 25, 2017 at 1:10 am
Subject: flight od1650 has been moved on 28-march-2017
To: dear valued passenger,

Please be informed that malindo air od1650 from klia-miri on 28-march-2017, 1415hrs has been moved to od1650 at 1415hrs (06-april-2017).

=

This has caused a big distrest to my family and I as my children were due to start school and was not able to wait for the 6th april 2017 flight.

We have to buy new tickets, additional hotel nights, cancellation fees for transportation and accomodation, rebooking of new transportation and hotels.

Until today 17th may2017 I was not provided with an explanation why the flight was cancelled nor reimbursement for purchase of new tickets, transportation and accomodation.

Ticket was booked from BOM to KL, while online checking Emergency Contact Name and Number was asked, the ground staff Mr. Ramakant Mobile # +[protected] have called on Emergency Contact number at 10:53 PM and tell that passenger have not reached for boarding and boarding almost complete, but passenger was sitting in front of gate since 10:20 PM, even boarding was not started till 11:15 PM. Why groud Staff calls on Emergency numbers if passenger is already on gate, Mr. Rampant don't have talking sense, as I was sleeping got tension on receiving call, the reason he called was only he want to change the seat with other customers

Hi,

I am Vellore Nageshwarrao Sai Raj Kiran and I traveled from Hyderabad to Kuala Lumpur (KLIA) for the first time on 3rd May in MH199. And from SZB to Penang I booked another flight which was at 9:55 AM and made sure I had enough time to go to SZB after flight lands in KUL at 7:05 am. Find details of both flights below.

HYDERABAD to Kuala Lumpur
E ticket number : 232-[protected], 232-[protected]
PNR: RHKVSM
Malaysia Airlines

SZB to Penang
E ticket number : 816-[protected], 816-[protected]
PNR: YQQPJX
Malindo Airlines

The flight was supposed to arrive KL at 7:05 but was delayed by 40 minutes and arrived at 7:45. Since there was a delay in MH199 I was not sure if I will be able to reach the SZB airport on time to board my flight to Penang. At the KLIA(Kuala Lumpur International Airport) baggage collection place there is a Malindo lost & found counter and I approached a person there at 8:40 to check if I can shift my booking from Malindo SZB Airport to KLIA and board a flight to Penang from KLIA as I was not sure if I can reach SZB on time. The name of person is Nashwal. He said that I will not be able to reach SZB on time to board my next flight. He suggested me that he will send my baggage to Penang and he also gave me a baggage collection slip and asked me to show that at the Malindo airlines counter in SZB to collect my 2pm flight tickets. I asked him if I need to pay anything for the 2pm tickets and he said no. I was not sure and cross checked with him 3 times and he said its not required. I spent 40 minutes there and then started off to SZB and reached at 10am. The flight has left at 9:55 but I was not worried as I could take the 2pm tickets there. I met Malindo duty manager Kamarul Idzham there and he said it would not be possible to transfer my ticket from 9:55am flight to 2pm flight and I was wrongly guided by KLIA staff. After lots of discussion I had to spend 272 RM to take my flight to Penang at 12:30pm. Below are the details of ticket.

Flight: OD 1182
PNR: NW0MNX
Malindo Airlines

If I was clearly misguided and if i started to SZB immediately after meeting Nashwal I would have boarded my 9:55am flight easily. But instead he misguided me and I had to spend extra 272 RM because of this.

Malindo is such a nice airlines and I have heard so many good things about it. I have traveled in Malindo for the first time and it was such a bad experience which was just not expected from such a reputed airlines. Please process for refund of either my 9:55am flight tickets or the 12:30pm flight tickets. It would be very unfair otherwise.

_______________________________________________________

I sent this mail to [protected]@malindoair.com on 8th May 2017 and had a series of mails since then. It was a sheer mistake by Malindo staff because of which I lost 272 RM inspite of having booked a flight already. All they could say is they regret for what has happened and refund cannot be processed. This is pathetic ! What should I do with their apologies and regrets. Had I knew that Malindo is such a worst airlines I would have never booked it in the first place. Such a worst and pathetic customer care Malindo has !