Malaysia Airlines
Reviews and Complaints

Yesterday my father traveled to Auckland from Mumbai with a transit in KL. While travelling from KL to Auckland he missed his phone and few other papers in the front seat pocket which he realised as soon as he stood in line at the immigration services. Whilst he collected his luggage he asked some of the Malaysian Airlines ground staff if he could get this phone back as quite a bit of important information was on it. He travels quite a bit for business so his phone has a lot of emails, letters and so on that contain a lot of sensitive information. For this he was asked to wait while someone boards the place and checks this out. This wait lasted over 3 hours which is I must say insane. After the 3 hour period when enquired again was told the person he spoke to has left for the day. The arrogance and ignorance and the plain lack of care is appalling. We left he airport with no phone and with people assuring that the person whom they spoke to will get in touch with us to let us know in the next few hours. Its mid day today and no information.

The better of all this is that the lovely man who was travelling to KL same flight same seat found the phone and was kind enough to get in touch with his emergency contact to let us know that he found the phone and will post it to us.

The bitter part of this is, what am I supposed to take from this that we travel in unclean planes and that the staff are not bothered about the traveler's troubles and outright lie to you. Disappointing and disheartening.

Although he was disappointed in himself that he left his phone you can imagine this could easily happen after a 16 hour journey with a 12 hour layover period in KL. I am disappointed and disgusted at this attitude and behaviour.

P.S.: I do have the information of the person who said will check my dad's seat for the phone in the airport.

Booked flight ticket for my daughter and me to go to India as my aunty passed away under reference number PCYDRD on 16th July 2017 as the funeral was on 17th. the flight was scheduled to fly at 13.15 on 16th, at 1 pm the staff announced the flight is delayed. For 30 mins no other info was provided, when i asked the staff the reason for the delay and how long, they were rude and just said "when we know we will announce, you don't have to ask". I was offended by the rude response and spoke to another staff explaining the urgent nature of my travel. The other staff said there is some technical issue and so the delay. However, after couple hours of wait late, they announced flight is cancelled. Then they said, they got a part and so may fly. Around 4.30 to 5 pm, they announced that the flight is cancelled and we have to go to a specific counter to get our tickets rebooked. No passengers were offered even a glass of water and the staff were still very rude. Our baggage arrived late. After another 2 hrs of wait in the specific queue, we were told that only accomodation is provided, there is no information regarding the rebooking of flight. We have to call Malaysian Airlines for that information. Even the details of food was not provided. I had to fight at the airport explaining that we were not even offered a glass of water and we were in the airport since 11 am and it was close to 7 pm. Finally called the toll free number and spoke to 3 different agents. The staff in Fiji, has no knowledge and do not understand even the query asked. Finally the 3rd gentlemen was wise and offered multiple options to rebook the flight. Booked the flight for next day and that night got multiple emails from Malaysian Airline that the next day flight was also delayed. So spent the night calling Malaysian Airline and explained that we had to take the connecting flight and the emergency nature of the travel. The agents in Fiji failed to understand and kept saying that the flight is delayed 2 hrs and we can take the connecting flight. I was socked coz the connecting flight had only 1 hr transit and with 2 hrs delay, the flight would be missed. The agent never understood and i hung up after 4th call. Went to the airport next day and again more confusion. Staff did not know which flight we belonged to as there were 2 flight the next day. Even after showing them the email from Malaysian airlines regarding our ticket, confusion prevailed. Finally spoke to airport manager and got the ticket issues sorted. Boarded the flight and guess what flight was delayed by 2 hrs. The original flight had out meal request and when I spoke to Malaysian airline, i was assured that the meal request would have been transferred. But the entire meal was messed up. When asked the staff inside the flight, they were angry with us and said they do not cook in the flight and food request should be done earlier. It was done correctly in our original flight and was supposed to be there in this flight as well. I told the flight attenders that the ground staff confirmed the meal request was transferred. The staff were unwilling to assist and said that we can complaint to the airline that ground staff gave misleading information. The entire ordeal was too much and very disappointing. No one seems to care and treat passengers badly. The toilets lacked tissue papers and smelled badly.
I thought never again in Malaysian Airline, however our return was booked for 31st july night. Unfortunately, another aunty passed away and so had to go post pone the ticket to 2nd night under reference number TO26OK. Similar sage at the Malaysia to Auckland flight, one meal done and another not sorted. My daughter did not eat at all, but there was one male attender, who was so polite and kind that he offered her fruits and juice. Imagine my daughter did not eat anything in the 11 plus hr flight and became sick. we were emotionally upset and this was too much to deal with. The air staff on the way back (Chennai to Malaysia and Malaysia to Auckland) were kind and very understanding. Thanks to them our return journey was no as bad as the initial journey from AKL to MAA. The main luggage wheel was broken when the luggage was picked up. i was so upset as my daughter was sick as well, that I did not bother to complaint.
Couple of days later I called Malaysian airlines to complaint and I was told to send email. I did that and no response. So I called again and was told the email id given to me in incorrect. So told I am using this tool to explain the horrible ordeal we had and how hurting it is to see the airlines does not care about its passengers. Very disappointing.

On 4th august myself Jill Wilkinson and my Husband Anthony wilkinson left Australia at 23:25 on an Air Malaysia flight to Koh Samui (MH128), changing planes at Kuala Lumpur at 09:15 on 5th August.

There was a medical emergency on the 1st flight which resulted in the plan having to divert to Darwin Australia. We appreciate that this was an emergency and there was nothing anyone could do about it.

When we arrived at Kuala Lumpur (PG0952) we were used straight on to the connecting flight and left approximately 20 minutes after arriving, landing in Koh Samui at approx 10 am. However none of our luggage arrived on the same flight. We reported this at the service desk and were told by the service desk that our luggage was placed on a flight to Hong Kong and was going to be transferred on a schedules flight from Hong Kong to Koh Samui the same day, and that we would receive our luggage at the hotel the same evening of the 5th August.

The service desk officer would not specify a time but assured us are luggage would be at our hotel the same day. No compensation/clothing/ toiletries etc was offered and we went to our hotel with only the clothes we travelled in, which were unsuitable for the location as it in winter in Melbourne and very cold, and it was over 30 degrees in Koh Samui. We had no choice but to purchase some clothes and toiletries immediately whilst we waited for our luggage.

At 7pm we called the service desk for an update and were then told that our luggage would not be arriving until the next day and it would be sent to our hotel. It eventually arrived at our hotel (after being sent to the wrong hotel) at 2pm on 6th August a full 28 hours after we arrived. At no time did anyone say sorry, or offer any form of compensation to enable us to purchase some clothes or toiletries.

We have travelled daytimes with Air Malaysia, and were very disappointed with the communication during this time. We are planning to travel to the UK mid 2018 and as a gesture of good will by Malaysia Airways and upgrade to our travel is not to much to ask when we book with your airline for future flights.

We look forward to hearing from you
Jill & Anthony Wilkinson

Flying from Langkawi to Singapore via Kuala Lumpur with my family (4 in total). Checked in 4 bags and got back 3 in Singapore! But I figured, this is not a problem, all of the bags were tagged with bar codes, so they will be able to track the bag down, right...? No.

It's been over 3 weeks as I write this and we still have not been told anything by Malaysia Airlines as to where the bag is or where it was seen last. Nobody can tell me if the bag was scanned at Langkawi or if it was scanned at KL or Singapore. Nobody has told me anything.

The bag belonged to my 14 year old daughter who had EVERYTHING she loved in that bag. and everything she needed. Need I mention she is becoming a "woman".

But Malaysia Airlines has not contacted me on any of the numbers I have provided on the many forms they have made me fill out again and again.

We just go around and around in circles.

All we that we have been given is a PIR (Property Irregularity Report) number #SINMH16231 and a number from Malaysia Airlines Our Ref.: GTS 03108-08/2017/LP

I have attached the forms that I have sent before. Please find my bags, or at the very least contact me with an update.

Informed at LHR checkin there was no in flight entertainment on the seats we had reserved. As a family we were split up and on boarding the seats we were allocated had individuals sitting there. Quality of food on board was poor, no choice for main meal 'we have run out!' Poor, unfriendly attitude of flight attendants. On arrival at Singapore bags were still in KL, we eventually got our bags to us late that evening

Dear Sir/Madam
Re locator 6LGKLG

Re our reservation under the above locator our flight out of London Heathrow was heavily delayed and we had an onward flight to Penang. When we arrived in Penang our luggage was not there.
On the same flights were other members of my family their names are Sarah Slade, Mathew Slade, Joshua Slade and Jake Slade who is an infant. Plus Paul, Janet and Clare Slade and also Laura Willis, Christopher Willis, Harry Willis, Louie Willis and Hollies Willis who is also an infant.
We completed the relevant forms and we're advised our luggage will be delivered to our hotel as soon as possible. Our flight arrived in Penang at 09.25 our luggage eventually arrived at the Hotel at 9.30 in the evening. Obviosly this caused us a lot of problems especially when we two infants with us.
Our next problem was on our flight to BKI on the 4th August locator LTX7JC
This flight was due to leave KUL at 10.10 this flight was delayed twice before we boarded and again another hour while we were on the plane eventually leaving 16.30. This meant we lost a whole day of our stay in Kota Kinabalu.
When the flight was delayed the second time we were at the gate with the crew waiting as well. I advised your staff at the gate of the delay as I got a message on my phone before they were even advised. How can an airline operate like this when passengers advise the airline staff of problems.
We were all travelling to Malaysia for a family reunion and Malaysia Airlines are doing everything possible to spoil it. Part of my family have now returned home with the normal delays expected by your airline. I return on the 2nd September and do not want anymore problems.
I do however expect the appropriate amount of compensation from your airline for the delayed luggage and delayed flight.
If I do not have a satisfactory reply from you I will be taking things further when I return to the UK.
I hope to hear something from you in the very near future.

Regards
Ian Wingham

Hi Malaysia Airlines,

I’m writing regarding a compensation request for our delayed flight from Denpasar to Kuala Lumpur on July 30th 2017. The flight was delayed by approx. 50 minutes causing causing us to miss our connecting flight, resulting in a +10 hour delay for our final destination in Aalborg, Denmark. The overall delay was obviously caused by the poor rebookings provided by the Malaysian Airlines.

I have attached pictures of the booked flights and the actual flights, along with baggage tags, for my wife and I.

I look forward to hear back from you and provide the necessary details in order to receive proper compensation.

Best regards,
Klaus Hansted

Passenger:
1) Jong Yu Huat
2) Tai Lee San
3) Jong Ee Han
- ORIGINAL booking under WKS3J for return sector (KCH-KL) on 3 Sept @ 9.25am was informed on the retime to .10.20pm.
- Called to reschedule to 16.40pm under MH2517 and confirmed by the officer.
- Received confirmation on 22 Jul but WRONGLY changed to 10.15am under MH2543
- Called to reinstate back to MH2517 again with confirmation from the officer but did not receive any email confirmation.
- Subsequently called for another 4 times to check on the status but until to-date still no confirmation and worst still we were not on any of the flight on 3 Sept.
- Same assurances from the 4 previous officers that I will receive the email confirmation within the next 24 hours but end up with no reply.

Old booking reference number: WKS3J
New booking reference number: LNYGJF

Hi,

I am writing inregards to missing items in check in baggage.
My itenary details

Auckland to KL (MH 0130) date of travel 17/08/17

Connecting flight from KL to Hyderabad (MH 0198) date of travel 17/08/17

My details
Name - Yeshwanth Venkatapuram
Bag tag number : HYD 10854

I received my bag a day late and it was delivered to my home address.

I want to make an official complaint.
There are things missing from my bag.
What kind of service are you providing? Really disappointing.

Are we not allowed to bring presents to our family? This is a total rip off from your airlines and possibly Airport authorities.

My iwatch charger, clothes, Dkny watch, kids toys are few items to name, are missing from the baggage.

And not to leave out, deliver guy had brought my bag on the bike (not in a car) when its raining and is all wet. I can't believe a reputed airlines as you would let such a low thing happen.

I really want the guys who did this to be caught as you have totally ruined my vacation after. This is totally disappointing and unacceptable.

If customs staff did this, I want a genuine confirmation from the concerned department as I don't think they would remove even my underwear packet. I strongly believe i have followed all the rules and have brought the stuff that I am only allowed to get.

My vacation has been ruined just because I chose your airlines. I am not sad about loosing things but this is just like playing with people emotions. I returned to home country after 5 years and this is what I got for flying with Malaysian airlines.

This is very upsetting that you guys deliver a big bag on a bike and not in a car.

Hope this issue will be resolved soon and won't happen again.

i was traveling from manila to mumbai (mnl to bom ) on i cleared my first flight from manila to singapore
and also
from singa pore to kulalampur
but at kulalampur airport i deny to attand flight MH-194 on
Fri, 11 Aug 2017, 07:55 PM and even any airline personal didn't help me out
any havr i arrange another ticket from kulalmpur to mumbai of next day and i reached my destination but i wasn't able to understand that why they deny me to attand that flight.
when i contact the airline office there at airport they didn't given me any refund they told me to contact my booking agency
now my booking agency is saying that they are not guilty so they can not help me and told me to contact to airline directly now tell me what to dio
do i apply dgca india an complain to put this airline in no fly zone ?
my contact number is +[protected]
and mail id is [protected]@gmail.com

Dear Sir/Madam

I have recently flow Edinburgh - London - Kuala Lumpur - Medan on Malaysia Airlines. My flight Edinburgh - London (BA1435, 17th August) was delayed and I fear my luggage may not have made the connection. I enquired about this on arrival at Kuala Lumpur (MH003) at your Reception Desk in the Golden Lounge (I was travelling business class). I was informed that both my bags had been on the flight and would be transferred onto my flight to Medan (MH864, 18th August). However, the bags did not arrived, so are your staff incompetent or simply lying to me?
Enrich membership number: MH [protected]

Hi,
Good afternoon,

As per earlier conversation, please refer to attached email that I recevied from Malaysia Airlines email today.
I am not sure why your system can’t see any email that malaysia airlines send to passenger.

As per I mention, when I book the flight for departing 31st August 2017 from Kuala Lumpur to Bangkok the time is 18:50- 20:00, the confirmation have already been sent to me together with the e-tickets but last week I recevied the flight changed email from malaysia airlines to mentioned that my flight changed to 22:15 – 23:20pm …
There is no reason that I can accept the change, the flight is too late and what about the other initial arrangement and bookings that I have made? Is Malaysia Airlines looking to compensate me for all the losses because of this no-reason change?

On Monday I had called to customer service to feedback my problem and one of your agent have mentioned that he would assist me to change to another earlier flight which is the 16:20pm flight, I have agreed for him to make the change. And he have also advised that I would receive a confirmation from Malaysia Airline soon for the flight change confirmation.

On Tuesday, I have called again to follow up as I have not received the flight change confirmation email. The answering agent had told me that Malaysia Airline will reply and send the email within 48 hrs to 72 hrs.

But today I recevied 2 flight change confirmation email from Malaysia Airline but both with total no change to the flight timing!
I do not understand why is there a confirmation sent to me without any change of flight time? Just sending for fun?

When I have called the customer service, they are also unable to check anything and give me a satisfactory answer.
Is this the kind of customer service that I should expect from our country’s main airline, malaysia Airlines?

I need the reply by today, I don’t want keep calling the hotline and explain same issue over and over again with all the different customer service agents.

I need the person who can make decision and able to give me as a Malaysia Airline Customer the confirmation and an satisfactory answer by today.
I hope to see better service from Malaysia Airlines. You may contact me by replying to this mail, or call me at +[protected] and +[protected] by today.

please refer above email that yesterday I send it to your malaysia airlines customer service.
I going to holiday on next 1 week plus until now I cannot get any reply from your side.

Flight number: MH2575
Staff Name: Siti aniza, leading stewardess

Complaint:

I have been on many flights and Malaysian airlines is always the worst experience. The air stewardess I am writing the complaint about has a very poor attitude. During serving from the beginning, to serving food, or asking passengers to turn off their phones till landing to put up the seats is just unacceptable.

Not only is her tone rude, she speaks to passengers too loud, close to the tone of lecturing.

So please look into this matter and have your crew be trained with better attitude. Flights are suppose to be pleasant, not upsetting.

So many flights I have been on Singapore Airlines, air asia, emirates, crews were always gentle and pleasant, but this leading stewardess of yours is just not a good example and utterly disappointing.

Sterwina Kho

On the 19th july, my son jonty Barnes lost his wallet on a flight from phnom phen to Kuala Lumpur . It was found and sent to lost property. When we arrived at Melbourne airport I went to lost and found and spoke with a lady who said it would be returned within 48hrs. It has nearly been 4 weeks, they now have not responded to my email. My travel agent has also contacted them and they have said it is definitely registered as a black quicksilver wallet. Could someone please tell me what is going on. My son needs his cards that are in the wallet. I have always travelled with Malaysian airlines, but must say I am very disappointed with the handling of this matter. Look forward to hearing from someone DeArne Barnes

Dear Customer service manager
Am truly disappointed

1. I was at your MAS counter at KL Sentral to purchase my ticket from KL to Bangalore 15th July and return 16th July and was quote a promo fair. I had mentioned that I would like to upgrade to Business class using my Enrich points after purchasing a economy class ticket. And was informed that it is possible especially if we had purchased the most expensive fair economy ticket and not the promo ticket

2. Hence I purchased the class H and fare basis totalling RM 2, 771.40 and will involve approximately 11, 000 points for the upgrade . However upon purchasing there was no business class ticket available for upgrade for the flight from KL to Bangalore and only available from Bangalore to KL
The business class ticket is only available for purchase. I mentioned then I should have only bought a promo ticket. Why should I pay so much for an economy class ticket if I cant upgrade

3. I was also informed that if there is a business class ticket on the day of flying I would be able to upgrade at KLIA airport. I was therefore appease and told her ok I was willing to take that risk and therefore paid for the ticket full fare ecnomy class ticket and upgraded my flight back from Bangalore to KL .

4. On the day of check-in I enquired for an upgrade and was informed I can only upgrade if I paid RM 710 and cannot use my enrich points to upgrade . ( Please refer to mr Nik at KLIA ticketing counter )
4.1. He informed me that the system is being changed and therefore don’t have the points system to upgrade using Enrich
4.2. This information was never conveyed to us Enrich customers and I have done this procedure before . Upgrading from economy to business on the day of departure
4.3. It really isn’t my problem is you have a system problem and I cant upgrade because of your system . and ths is not the first time .
4.4. I refuse to pay RM 710 as it is my right to upgrade using my Enrich points
4.5. To my horror there was so many business class seats available in the flight.
4.6. Why should I have paid the full ecomony fare ticket if I cant upgrade using my Enrich points
4.7. Coupled with that the economy class had only one toilet available as the other one was spoilt. How can so many customers use one toilet only .

5. On my return flight after a tiring trip I was looking forward to having breakfast at the lounge and use the comfort of the toiles as I had to take an earlier connecting flight to Bangalore . And upon my 2nd horror although I had already been deducted points ( as refered to the tax invoice issued ) my ticket was still economy class although my reservation is confirmed Business.
5.1. I was at the counter for more than 1 hour 20 minutes ( refer to Rahul R, india check in counter ) while they try to amend the mistake.
5.2. I missed my breakfast and was extremely tired and agitated at your mismanagement and mistakes and inefficiencies
Is this the service promised to your customers. I would like to know how are you going to compensate me and what are you going to do to ensure that this does not happen in the future.

Attached herewith are all my tickets, invoices, and boarding pass.

Please email me and i will email back all my documents as i cant attach a PDF format here

I was a passenger on flight MH148 from Melbourne on 10/08/2017 ETD 1.55pm.
1. Waited 45 min at Baggage Drop queue before bag drop at counter. There was 2 Business class, 2 Baggage drop and 4 Check in counters. Unfortunately, 1 Baggage drop counter was also used to serve Business class passengers causing a massive delay in servicing Baggage Drop customers. Note that I was 12th in line and waiting in queue before the counters opened. Customers who took the Check In queue were served faster.

2. Boarding was done on-time but the flight was delayed by 45min with the plane sitting on the tarmac.

3. Service attendant (35-40 yo Indian male), was extremely unhygienic in serving food. Had requested for a refill of an orange juice. He coughed into his hand, picked up my cup with a finger inside the cup and proceeded to fill the cup with the juice before handing it over to me. Told another flight attendant (35/40 yo Malay male) about this but he ignored the complaint without as much as an apology.

Malaysian Airlines has deteriorated in every aspect. From timeliness of arrival & departure, people training & execution, product quality & hygiene and customer "Golden" service.

My advise to the staff.
If you cannot deliver the expectations of the company, your customers and this nation, leave immediately. You are pulling brand MALAYSIA down and the name of our country with you.

Conrad

The day after I was informed through email that my flight was cancelled and rescheduled by MAS, I've spent 30 minutes of phone calling to MAS customer service hotline to reschedule my flight. The customer service agent promised to give me an update about the availability of flight within 3 days but she just never do that. After 2 weeks of waiting, I decided to call the customer service again. The worst thing is the agent just hang up my call without giving any reason, not to mention that I've waited for more than 25 minutes before any agent could attend me. I was really disappointed by the services given and I wish the authority can look into this issue seriously.

Dear sir/madam, can I be informed about the status of my refunds. It would mean a lot to me if my refunds are processed as soon as possible. I've been disappointed a lot when my mother's name was not on the list when I'm at your counter, ready to check in. Please don't disappoint me again. Thank you.
E-ticket reference : [protected]
: [protected]

Dear

I write to complain about a recent incident that happened on your airline.

My husband and l and our three grown up children travelled from London Heathrow via Kuala Lumpur to Bali for our holidays. My husband as a treat upgraded him and l to Business Class on the outward journey for the first leg of the journey which was lovely.

Unfortunately the day before we were due to travel home on the 9th August l slipped and fell at the hotel bruising my lower back which is very painful.

On the way back yesterday, 9th August we travelled economy from Depensar to Kuala Lumpur being a short trip but wanted to upgrade myself and my husband for the second leg from Kuala Lumpur to London Heathrow. Particularly as my back was painful and we had a 13 hour trip. When we enquired at Depensar Airport the Malaysia Airlines desk said we would have to do the upgrade from Kuala Lumpur.

Arriving at Kuala Lumpur on flight MH 0852 we had less than an hour before the next flight. We went straight to the gate for flight MH 0002 Kuala Lumpur to London Heathrow and were told quite rudely that we couldn't upgrade and the Malaysia Airlines Desk was closed and they had 'no way of taking our money to upgrade us'. I explained that l had fallen and on a 13 hour flight would be most uncomfortable in economy. Your ground staff were not remotely interested in my plight but did confirm that you did have vacant seats in business. They weren't prepared to ring the desk to try and assist us when we boarded the flight we spoke to the senior cabin crew a lady called Shirley who whilst was pleasant basically could do nothing but request a ground staff person to come and talk to us. Someone called Rahman came to speak to us but again was very unsympathetic said that you don't pay for your desk to be open at night so they couldn't do anything and suggested we write and complain. He therefore confirmed to me that they had seating in business class on our flight but because you had no one to take our money, they could do nothing and were quite happy to let me sit in pain on a 13 hour flight!

It is very sad that you not only have turned down our money to upgrade to business (very surprising!) but that your staff and your policies and systems in place care so little about their customers. It is not as though we were asking for a free upgrade we were willing to pay! We asked your staff if we could make a contribution to a charity by way of a payment but was met with a negative response at every turn. You have credit card machines for duty free but l'm guessing your systems can't process a payment for an upgrade!

As a gesture of goodwill and the fact that the flight was departing imminently your staff should have been able to authorise something to help me when in actual fact they showed total lack of care for our situation.

As a further point to my experience on your airline. We had our five seats in economy row 37A-E on flight MH 0002 and two out of our five TV monitors weren't working - we requested help and the cabin crew tried different headsets and rebooting but to no avail so two of our party were without TV entertainment for the duration of our trip. Which is is also very disappointing and is clearly not acceptable.

This is a catalogue of poor service and if l do not receive a satisfactory conclusion to this matter l will be taking it further with our tour operator and social media.

I await your response.

Chris Taylor (Mrs)

Hello, i would just like to follow up my new/updated tickets for our flight on Nov 6, 2017., from kuala lumpur to kathmandu. I already make a call to your customer service and she already change our flights but until now i don't receive any email. My email address is [protected]@yahoo.com. our booking reference # is NBBJ3F. Thank you.
Previous flight : MH 170 date N0v 7, 2017
updated flight : Nov 6, 2017, time 19:45pm
Passengers : Ms Carolyn Aninion
Ms Enola Gay Aninion
Ms Marie Lynette Mesa