Malaysia Airlines
Reviews and Complaints

House no 127 sandhu avenue,
Back side sareen hospital,
Batala road
Amritsar,
Punjab 143001
India
30 september 2017
Dear sir / madam
Ref: malaysian airlines lh58ew
I am writing regarding my travel experience, which was quite unacceptable in the service i
Received from the airline.
To start flight no mh 191 delhi to kuala lumpur 15 september 17, departure time was
Schedule for 11.55pm, the flight was delayed for 1 hour.
Due to the delay in delhi, my luggage had to be delivered to my hotel in bali late afternoon
(16:00) the next day, this had caused a great amount of stress and inconvenience to me of not
Having fresh change of clothes after traveling such a long distance.
Flight no mh 714 denpasar bali to kuala lumpur 24 september 2017, departure time was
Schedule for 11.55am. At the checking counter I was told the flight will be delayed for 1 hour,
Departure time was changed to 12.55pm. There was further delays, we departed around
15.00pm from bali to kuala lumpur.
I am unhappy about how malaysian airline communicated the delays to me, there were no
Airline staff at the boarding gate to inform passengers of the delays or the actual reasons why
The flight was delayed for the extended time. There were no announcements over the pa
System, I had only to rely on the departure board for updates.
There was a gate change, passengers were not made aware of the changes either by the airline
Staff or over the pa system at the boarding gate I was told to board from at the checking
Counter. The gate change was relay via the departure board. Although you had sent email
Regarding the delays, this was not useful to me at the time as I was unable to gain access to my
Emails during that time.
During the delay, there was no offer of refreshments or acknowledgment to the passengers in
The boarding gate waiting area.
Once again, my luggage did not arrive at delhi for me to collect, it had to be delivered to my
Home address in india, this is unacceptable service provided by the airline. My luggage did not
Arrive to my address until the 28 september 2017, 4 days after my arrival to my final destination
In india.
To add to my stress even further I was not informed by the airline staff my luggage did not arrive
On the aircraft on both occasion (Bali and delhi) before disembarking from the aircraft. It was not until I had been standing at the baggage claim for a considerate amount of time before I realised
My luggage was not on the conveyer belt. It was when I enquire about my luggage, then I was
Told my luggage was not on the plane, there was no sincere apologies from airline staff.
I am unable to understand or accept why my luggage was not loaded on the aircraft at kuala
Lumpur to delhi when there was 1 hour and 50 minutes transfer window in kuala lumpur and
The long delay in bali.
This type of treatment and service is unsatisfactory for an airline that is advertising “fly in
Comfort”.
Waiting to hear from you

Regards
Lalit kumar
+[protected]

i wish that any person may concern my complaint.i have book a first class flight in comming this friday.so i decide to went to mas office labuan to do some enquiry together with my 2 kids and 1 nephew .their age is arround 3-6 years .because this is my 1st time to take 1st class ticket frm lbn to bki.can check my book under name josephine lim date 20/10 time 7.05pm .first at all i would like to say sorry regarding my behaviour because 1 of my kids was crying after i slap him in mas office labuan branch due to he so stuborn and naughty.whats make me more stressful and disspointed is while my son was crying..1 of ur staff said loudly excusee me boyssss..here cannot MENANGIS .well..people are talk about feeling.is this how ur service line stand for? even u are feel not comfortable my kids crying..u should not said so.not put ur stress on the mother.this is tottaly wrong way .after she say so..i left the office with my kids without do any enquiry becoz i fell embarassing after the staff said so.if im nt mistaken my que number is D304 or D1304..cant recall it anymore.kindly take more concern on the staff attitude .if the staff cannot help me atleast dont make things worst.
u may email me for any enquiry.
[protected]@gmail.com

Malaysian Airlines (MAS) sent me a confirmation with seat numbers on 21 August 2017 for my journey Sydney-Dhaka-Sydney starting 14 October 2017. When I went to web check-in yesterday, I found the seat numbers changed ( 14 C to 30C in sector Sydney to Kualalumpur and all remaining 3 sectors ). I called and requested the MAS customer service to allocate me the pervious confirmed seat numbers, but they refused to do so.

I still have the MAS confirmation email with my confirmed seat numbers. How can MAS change the seat numbers without notifying me.

I want this problem to be sorted out immediately as I am travelling tomorrow 14 October. If it is not done, I shall escalate it further and never fly with MAS.

I would like to put into light about the services given by 1 of the flight attendant of flight number MH190 (KUL to DEL) on 10.10.2017. My mother was traveling with all confirmed meal (AVML) due to meal restrictions. Firstly the attendant has asked her about the meal requirement and she confirmed him as AVML. Inspite of telling him the AVML, he gave her non- veg meal. Unfortunately she ate 1-2 pieces of non-veg which looks similar to cheese cubes and then here she realized of something wrong. Later the same attendant came back and informed her he might gave her wrong meal.
We have also put a request, that she cannot speak English so well, still the same attendant asked her if she can speak English. The attendant looks like Asian so might know the native language.
It is really disappointing to put this matter into writing as a passenger from non English background and meal restrictions are treated like this. This can happen to anyone but I am more worried about the elderly people traveling around and gets such services where they should be treated more efficiently.
I would be really appreciated if you could contact me back ASAP at [protected]@yahoo.co.in else I have to take further actions.
Thank you
Balvinder

My flight from kbr to kul has been rescheduled multiple times by MAS..and it involves my long haul international flight..It ended up me stranded in klia tired and had to wait..and now again my flight been rescheduled.. what's compensation can I get? Food voucher? A place to clean myself? MAS need to upgrade their service and be responsible for the inconveniences they caused

Dear Sir/Madam,

I and my family members frequently travel through international flights. We had always opted Malaysia Airlines. This time also I booked my ticket for Delhi to Kaulalumpur and Kaulalumpur to Auckland. My booking ref no is MZP2GJ and ticket no is [protected] IATA no is [protected] and date of booking is 14th September 2017. My flight was on 20th September 2017 at 23.00 pm. I am residing in Chandigarh and Indira Gandhi International Airport, New Delhi is approx 270 kms. It takes about 6 hrs to reach Airport(May vary according to the traffic in Delhi.

My flight was at 11.00 pm on 20 and I was at Malaysia Airline counter for check in at 9.50 pm. When I reached the counter, two employees of Malaysia Airline ( one is Mr. Fadah) were present on the counter. I approached Mr. Fadah for check in, but he refused to board my baggage stating that I was late. I requested him that there is 10 minutes left to 10pm but he left the counter and ran away after saying that he had closed the counter now I can not consider your check. I followed him and literally begging that i will miss flight and there will be big financial loss to me. Moreover, I also made him aware that my family member, who is in Auckland is not well and Visa is going to expire on 24 September. It is must for me to take this flight. But, heartless person did not even listen to me. After few minutes, he again came to the counter and I again requested him for the same. Many passengers were also witness of this incident.
He talked with me in very rude manner and again wander here and there for 8-10 minutes, but did not help me. Then I approached Information Desk at Airport and requested for help. The lady at Information Desk gave me two mobile no. and one landline no. Both mobile nos were switch off and landline no was not picked. After continuous efforts i was able to connect the call and one lady on the other side shouted at me like anything that we are busy with our work, we can not attend you till 11.15 pm . You can confirm the same from phone call records. I tried to approached many employees of Malaysia Airlines as well as Airport Authority, but did no get any help and ultimately I missed my flight.

After one and half hours, Mr. Tobinder Kumar, employee of Malaysia Airlines came to me and told me that we can not do anything for you. I will issue you exit pass to leave the Airport. I again explained the whole problem to him that i came from Chandigarh, I am alone in Delhi and no body is known to me in Delhi. It was approx 12 pm, at this time where I will go alone in an unknown city and requested him to arrange next flight for me. He said that i can only issue you exit pass, where to go its your problem not mine. I asked him please tell me the office/ counter of Malaysia Airlines where I can seek help and guidance. He said that there is not office and did not share any information. I had no choice other than to leave the Airport at night.

It was the worst experience of my life. I was totally help less in an unknown city at night due to your heartless, rude and irresponsible employees.

After leaving the Airport I booked next flight by making International call to Malaysia and I have to pay $265 more.

I request you take action against Mr. Fadah and Mr. Tobinder Kumar. I missed my flight and i was forced to spend the whole night out side the Airport in an unknown city with a risk of my life and mental peace. Kindly compensate the financial loss bear by me and mental harassment that i had faced due to your employees.

I expect full support and compensation for financial loss ( ticket charges, ISD call charges and expenses that i had to incur because of missing my flight) and mental harassment from your end or I will persue my case with Airport Authority of India, consumer court for financial and mental harassment.

Deepti Raghav
House no-2003, Sector -20 C Chandigarh - 160020
contact no --- 91-[protected]
Email ID - [protected]@gmail.com

In reference to complaint no GTS07998-09/2017/FQ
I have booked flight Ref: S8HQ8B for travel from Sydney to Hyderabad on 23rd September, 17 through Malaysian Airlines for my wife who is 4 months pregnant.Initially meals on flight was selected as Hindu Non-Vegetarian meal and changed to Hindu Vegetarian meal 2 days prior to travel. Along with the request (phone call to customer support) I made special request mentioning "my wife was 4 months pregnant and she need meal every 4-5 hours" to which lady who attended the call didn't even had courtesy to tell Malaysia airline would or wouldn't provide. I do understand that every request made by customers wouldn't be able to oblige but at least provide us with factual information so that we can make our own arrangments.

The meal served to my wife on-board was fish and then changed to vegetarian meal which is so salty that my wife was not able to eat. she was starving 9 hours long journey and only snack offered is 4 biscuits after rude response from crew was they don't have anything to serve but not for business class customers. If this is the level of service Malaysian airlines are offering please let us know we will do alternate arrangements in future too.

Malaysian Airlines customer server staff has no idea the information they are providing to customers. when I asked for email address to lodge a complaint I was given gccc.[protected]@malaysiaairlines.com address to shoot and later it was [protected]@malaysiaairlines.com where staff has given generic reply about sorry in delay of flight.

if this is the level of customer service that Malaysian Airlines promise I wont trust return flight would be any better for my pregnant wife.

I don't expect any response in shooting this email but, I will be lodging a complaint in Australian consumer court to make this best example.

Hello,

I emailed the customer care team on 25th Sept to which I received a reply from Nurul Najwa Ahmad Zakifli asking for my booking information, flight number etc.

I replied on 28th Sept (almost 2 weeks ago) and still have not received a reply, I also sent a follow-up email and still no reply.

All I want is to ensure my husband and I receive vegan meals on our flights from Amsterdam to Sydney.

Here is all the information you need;
-Case number: 08389-09/2017
-Our Ref : GTS 08389-09/2017/WW
-E-ticket [removed]
-E-ticket [removed]
-Airline booking code: [removed]

Please respond promptly,

Thanks
Emma

I booked my ticket on 28/8 and I was given the reservation number by the system(attached photos), just one day before I m flying, when I about to do online check in; I jsut realised that I was unable to check it. I called up the customer service and despite being put on hold persistently, I was lastly ask to wait for their return call after they got replies from third party. Finally at 1130pm, I was told that they didn't booked me any ticket due to Malaysia airlines system failure; and I was asked to issue new ticket. It was not my fault but is the systems failure but I am the one bare the cost of fare increment finally (initial fare price RM209 vs RM 490). Infact in real, the flight was not even operated, but the question is why I m the one who suppose to bare the consequences when fault was done by Malaysia airlines! I need an explanation for this!

I've had the most horrible experience. Today I have spoken to 6 different people!

Each time call drops off and no one has the curtosy go calll back! I bloody just want my seats to be allocated for this flight and then my flight from Kuala Lumpur to Singapore !

You guys have the worst service! Worest mistake of booking my flight with you guys!

my max antameng, email address [protected]@yahoo.com, I am buying tickets jakarta bangkok jakarta on the date of jakarta bangkok 5 October 2017 and back 08 October 2017, both of the flight delay. the Jakarta Bangkok Flight delay 2 hours, while today's delay caused some problems, my Malaysian flight MH 775 departs 18.40 and arrived 21.55, as a result I have to stay in kualalumpur one Night because my next flight will tomorrow. I need your responsibility for me to have stay in Kualalumpur/airport hotel, this is not our fault, and I have to flight from jakarta to surabaya at 7.00 o'clock since I have to flight 7.30 from Kualalumpur and will arrive jakarta 8.30 which mean I will lost my ticket from jakarta to surabaya. I need your attention on this matters, this is not customer fault, your fault of course and you are responsible for that

Im complaining about our baggage delayed. First our flight was delayed an hour without any information from Auckland to KL and we had 1hr 30min transit but because of the delay we literally had to run from the plane to the connecting flight as we had only 30mins to board. Upon reaching the checkin i inquired about the bags they said it was being loaded. We get to Bali waiting for bags and it wasn't there. Baggage claim said they'll deliver our bags to out hotel. Its now almost past 10pm and some random driver is driving around with our luggage for past 4 hours and my small kids crying for their things which is all in their bags. Called baggage claim and they said wait another 1.5hrs, like seriously! 1st and last time travelling with Malaysian Airlines

Name: Joel Jeremiah Antony
Booking Reference: NDKGQ9
I booked a flight for son for London on 24th Sept 2017 11.15pm Departure from KLIA. He was going as a student for further studies. Before the flight took off we received notification on 24th Sept that the flight was retimed to 11.45pm . After he checked in and entered the departure lounge we received another notification that the flight was again retimed to 1.30am 25th Sept 2017. At appoximately 1pm we received yet another notification the flight was further retimed to 3.15am. The flight eventually departed at approximately 3.50am. That's a delay of more than 4.5 hrs. We like to seek compensation for the delay as it is only right for the inconvenience caused not to mention the arrival at peak traffic hour in London which he wanted to avoid in the first place since he had to go onwards to Hull.
Also as a Student he should have been entitled to 40 kg instead of the 30kg as that is what is offered through travel agent. Your Manager on duty does not know her facts as she said I could have booked it online. No such provision exists. I also made 2 calls to Malaysia Airline toll free number [protected] to enquire on this and the person on the line clearly said it was only 30kg period even for students. Only knew about the travel agent allowance later after unfortunately booking online.

Let me know if you will respond favourably to this request for compensation as the hardship suffered in delayed departure from Europe in no different from the delayed departure here in KLIA.

Rdgs
Xaviour Antony

I was travelling from Mumbai-Kuala Lumpur -Yangon (date 28/08/17 and 29/08/17) in Malaysia Airlines (Flight No:MH0195 & MH0740) with luggage bag which was supposed to be collected at Myanmar Airport(RGN).

The luggage was not available at Myanmar airport due to some Luggage transfer issue and the 'Property Irregularity Report (PIR)' had been reported to Malaysia Airlines local staff (Ref attach.). The luggage was delivered to me after 36 hrs because of which my official work suffered.

I have sent Claim email on ([protected]@malaysiaairlines.com). Even after sending reminders there has been no response.

This is the first time I fly mh and it’s the last time!

I was traveling with my family from hkg to pen via kul on 29 sep morning (Depart at 8:50am)! All passengers were on board on time but flight was pushed back after 40 mins at 9:30am and there’s not much time for transfer baggage to pen though we checked thru the baggage, the connection time is less than one hour! We’re on board the scheduled flight to pen but thing is we couldn’t get our baggage there! We went to pen for attending a wedding but we don’t have any evening outfit and waste our time! Finally mh sent the baggage to hotel at 2am the next day!

Same case when we flew back to hkg on 2 oct! They sent the baggage the next day evening at 10:30pm!

If mh have on schedule delay problems! (That’s what your staffs even told me! Ridiculous!) please do not sell any tickets that the minimum connecting time is less than two hours for any transit flights!

All passengers do their best to get onboard on schedule but the carrier ignored the promise!

Disappointed!

I was flying from Perth to Colombo with a layover in Malaysia on 27 August 2017. Upon arriving at Perth airport to check in I was advised that flight MH185 from Malaysia to Colombo did not exsist. I was travelling as a single mother with a 3yo and a 6yo and this was very distressing. I was uncomfortable checking in as I did not want to be stranded in Malaysia. Upon further investigation I discovered the flight was cancelled with no notification made to me and Malaysia Airlines booked me on to a alternative flight the following day 28 August 2017. However, I was not notified at this point that my return flight would also be altered by Malaysia Airlines. This was altered without any notification, without my consent or approval!

On the 23 September 2017, upon arriving at the Colombo airport to come back home, I was advised that we were not booked onto the flight. This resulted in a lot of distress and costs as hotels had to be organised last minute and transport. The Malaysia Airlines ticket office was also located an hours drive away from the airport and only operated during daytime work hours.

Upon visiting the office, I was blamed for the whole situation and told that if I had confirmed the tickets I would have been advised. I was told that it was not the airlines fault or responsibility and the fault was all on me. I explained over and over again that at no point was I ever told that my return ticket would be altered. I was never advised of a new ticket or provided a new ticket, I was a stranded mother with two young children and the airline took no responsibility and expressed no sympathy.

Furthermore, they forced me to pay penalty fees for being a no-show to the flight they booked me on without my knowledge or consent and charged me to change my flight . All this came to a cost of around AU$1200.

I was treated like I did not matter at all and treated like an idiot when I as a customer is not aware of the airlines process and nor was I ever advised. I was inconvenienced and penalised financially. I would like this matter rectified and I would like to be compensated for my unnecessary costs incurred. I am a single mother with two young children and I cannot afford to be bullied and threatened and I cannot afford to pay Malaysia airlines extra money because they simply decided to, a) cancel flights, b) not notify passengers of changes to their flights c) their incompetency in communication.

I was booked on a return flight MH113 Dhaka to KL on 3rd October 2017 eta KL 4.50 am on 4th October 2917 but the flight was cancelled and I was put on the MH197 departing at 2.00 am 4th October 2017. This has not only resulted my connecting flight KL-Kuching by AirAsia etd 8.25 am but having to missed my appointments in Kuching.
When I asked your staff at the counter in Dhaka, they were quick enough to say that they cannot help me as MAS has no agreement with AirAsia to get me another connecting flight. They did not treat me as a business class passenger at the counter and similarly at the Sky Lounge as the Sky Lounge insisted that we had to produce an invitation card which was not given by the checkin counter. After much harassment, they allowed us in.
I believe that MAS should offer better services. You can expect that I will not only avoid future flights with MAS but viral this complaint.
Jamel Bin Matin

Hi,

I boarded my first flight at Kuala Lumpur. I was told my baggage would be transferred directly to Koh Samui. When I arrived at my connection at Phuket I went directly to the domestic airport to board my second flight to Koh Samui.
I was told my luggage was at the international airport and so I assured that it wasn’t, that maylasian airlines personnel had assured that the luggage would be transferred.
It wasn’t. I missed my second flight to Koh Samui as a result. It was very important that I board this second flight.
This was an extremely stressful experience for me as a result of your personnel’s lies.
I wish to be fully reimbursed for the full flight.

Please respond as soon as possible.
The only worse thing that could happen now would be for a response to drag on and not be reimbursed.
I will keep every correspondence with you and post on all social media if I don’t get reimbursed quickly.
I would rather be upfront now so as to not waste time and energy.

Julie

Confirmation
UB7VKS (Malaysia Airlines)
PRPKCF (Bangkok Airways)
Ticket #
[protected] (Julie Bucher)

Dear Malaysia Airlines. I was flying with your MH 774 to Suvarnabhumi Airport, Bangkok on 25th September 2017 (Monday) at 16:10 till 17:20.

I'm so disappointed with your only cabin crew, Ramechandran. Utmost disrespect and no hospitality when he just ignored flight attendant call button i'm switching for the late meal serve during the flight.

He is just busy walking around from in front to the back of the flight and walking again to the front and coming back without paying attention to help his colleague to serve all the meals to passengers.

I'm just cannot erasing the memory of he is just looking with snobbish face when his colleague serve drink to me and my friend.

Other than that, you just doing fine and really hope you can improved the hospitality that you're just proud of. Without the hospitality, i'm no doubt will go to [censor] which I think doing great job in providing hospitality to their customers and passengers.

Your warmest passenger,

Azemir

We are a family of 5 under two bookings GA/KCMR41 and GA/NMX950
Leaving on the 8th Oct..

My husband cannot fly now and so we tried to cancel the ticket and get a refund, we were told no refund.. we also asked if the infant in the booking GA/NMX950 the infant could be changed to come on the return flight that my husband cancelled to save the infant travelling for 10 hours via KL. But No again.. even thou there is now a spare seat and she could fly with her grandmother.
But you want us to cancel my husbands ticket so that you can re sell it.
This is bad customer service. We are a family trying to travel together.
If the flight is so over booked, maybe a bigger plane is needed.