Malaysia Airlines
Reviews and Complaints

Hi, I wished to make a rude encounter with on your MAS duty supervisor Khairy Hafiz for his inexperience approached towards my inquiries regarding my web check in boarding pass which was rejected by the authorized personnel at the check in pass site. This Khairy got the guts to claimed that the fault is not his problem and he's offer no help and dare me to complaint about to the management. Worst, he ushered me off by rudely waving his hand signalling me to go away. The incident started when my son(I'm not the passenger) showed the counter check in staff( a white shirt guy) the Mas Web check in boarding pass and my son promptly proceed to the check in the pass and where the problem started. The authorized gate checking personnel (A tom boy) rudely rejected the Web check in boarding pass and told me to get an original boarding from the counter instead. Off I went to the check in counter again and inquired why a Web boarding pass is not recognized by the check in authority, he said it should be no problem, even a hand phone Boarding pass is allowed to go but anyway, I insist the original boarding pass be printed which he says the check in authorities didn't get the info that its is recognized or allowed. Anyway, I had to rush to the exiting check in area and promptly told the"tomboy" personnel that Mas check in staff says you all are not updated. She/He became agitated and even threatened to arrest for making a nuisance. A few officer came and I explained to them how can this happened and one officer decided to clarify the situation with the Mas check in staff a the counter and this time the arrogant Khairy was there to answer my inquiries and this what I get from his response: The problem is Mas check in boarding pass linking system is not link with the airport securities and I told that's not my fault and why do Mas in the first place sent emails to flyers asking them to Web check in with printed boarding. pass. Khairy proudly proceed to claim that's not his problem to solve this issue, that's the fault of Mas Management and he said something like PITA(the system company which sets the check in system). if a duty supervisor knew nothing about this duty and non linking procedure then whats is he doing here in the customers service counter?. I told him we dont like to running here and there to solve the issue when its not our fault. He arrogantly told me well, they allowed my son to check in, right, so what's the fuss, he said? and wave me off like asking me to get lost. I warned him I will complaint to MAS and he proudly said go ahead. Is that the way your MAS staff behaved to their customers?. I want a reply on the investigation or I'll post this complaint inside the Facebook for it to judge by those who is gonna will face this similar problem. Thank you.

Hi MH Team,

I took MH flight from HCM to CGK on may 11th 2017 and layover in KL (MH 0759 & MH 0727). I tremendously disappointed with your service.

1. Your flight delayed for 1.5 hours and none of your staffs apology or even gave any informations for that!

2. In the middle of flight i wanted to go to the toilet and your stewardess was serving the beverages with trolly. She told me to wait for a minute instead of moved the trolly for a second. I waited for more than 3 minutes and she was still serving, eventually i moved back to my seat and didnt go to the toilet! Do you think people can hold their nature call for that long? Please train your staff to be more polite and use their brain while working!

Since you are not a cheap airlines, please improve your service in the future. I think that's the reason why you guys are not in top 10 airlines anymore and 2 of your aircrafts crashed.

Thanks!

Vinana

I am Brig Jen Toh Choon Siang returning from Sandakan to KLIA on MH 2711 (ETD 1740) 8 May 17 on Business Class (Seat 3 F) eTicket Number: [protected]. I realised that I was wrongly served the economy meal instead but didn't complaint then as I though my PA had wrongly bought the Economy fare. The passenger seated beside me was served the Business Class meal. On returning to my office this morning, I found out that my PA has indeed bought the full Business Class ticket. Hence, I feel that I have been shortchanged because the air crew failed check the passenger's name first before serving the appropriate meals. I hope to be appropriately compensated for this sheer service oversight. Thank you.

I was bound to sg from kl on 1 may and thou I arrived 2.5 hours earlier for check in I was told the flight is overbook and I wil have no choice or alternatives but to take the next earliest flight t next mornin 8am. I needed to fly back on the night itself as I need to be t work.your personal just told me I have no options.
I was offered only an accommodation and no Meal compensation at all. It was only after 'negotiations ' that your officer gave me the Meal voucher.
Mas, 1st you could at least provide better service in letting us know earlier on the flight status. 2nd, can I know how would you compensate on the fact that my work is disrupted and a force leave has to be taken.

To whom it may concern,

I am writing to you in regards to my recent return trip from London Heathrow (London, England) to Denpasar (Bali, Indonesia).

Eticket number [protected]

London Heathrow - Kuala Lumpur Sunday 16th April 2017 10.25 MH3
Kuala Lumpur - Denpasar Monday 17th April 2017 09.00 MH715

Denpasar - Kuala Lumpur Tuesday 2nd May 19.25 MH850
Kuala Lumpur - London Heathrow Tuesday 2nd May 23.15 MH2

Unfortunately, there were a number of things which were less than satisfactory with regards to my experience.

All four flights were delayed in take off. On all four occasions, no explanation was given to the passengers. Instead, we were boarded on to the flight and left to sit on a hot, sweaty aeroplane for an unknown amount of time (this ranged from 30 - 60 minutes). This was extremely unsettling and uncomfortable and it unnecessarily added to the stresses of travelling and the amount of time we were sitting on the aeroplane. I understand that delays do occur and often can not be avoided, however, it was the complete lack of communication which made this part of the experience below satisfactory.

2. I read in your in flight magazine that for passengers who were transferring flights, it was advised that we check with the transfer desk that our luggage would be put onto our connecting flight. I went to the Malaysia Airlines desk within Kuala Lumpur airport and was faced with a very unhelpful, rude member of staff. Without looking at my boarding pass or checking which flights I was on, he assured me that my luggage would be put on the connecting flight. His attitude left me feeling stupid and as though I was a hassle to him. After a long day of travelling, upon arrival in Bali my luggage was not delivered. Following discussion with the baggage service team (who were very helpful) I later learned that this was a common occurrence with Malaysia Airlines and was due to there not being enough time at Kuala Lumpur airport. On collecting my bag, there was a sign which said ‘DO NOT LOAD” on my bag. Please can you explain what this sign was for? Had you pre-empted that my bag was not to be loaded on to the flight? The lack of luggage entirely ruined the first day of the holiday. I had to go and buy suncream and did not have any clothes/swimwear which were appropriate to wear during the hot sun. Therefore, I had to buy shorts and a t-shirt. These were unnecessary expenses added onto my trip. I then had to wait around my hotel from 5pm onwards, to await news of my luggage. I was told that my bag had failed customs (due a box of 16 paracetamol) and had to return to the airport. This took up a further two hours of my day and entirely ruined the first day of the holiday. I therefore was unable to attend a pre-organised meal with friends. This was very upsetting and a stressful time.

3. I was unable to check in online and therefore was unable to sit beside my friend who was on a separate booking. The man at the check in desk in Denpasar airport was again very unhelpful and rude. He told me he did not work for BA and therefore wouldn't check me in for that connecting flight. He told me I had to do this myself. When I tried to do this, BA told me that it was the responsibility of your airline. Thankfully, the lady in Kuala Lumur airport was able to do this for me and could not understand why the man at Denpasar could not do this for me.

I look forward to hearing back from you with details of my compensation.

Many thanks,

Hannah Irvine

Hi,

I am due to travel from Phuket to KL tomorrow morning and have called 3 times today and have been waiting for a callback for the last 3.5 hours. I have to pay a 1000baht charge per customer which I was not happy about but am now happy to pay just to close the matter. Can somebody please call me back on +[protected] urgently. I have never recieved worse customer service in my entire life and can't believe the way I have been ignored by managers today. In total I have spent 1hr and 15 minutes on the phone... on hold and have had to top up my Thai mobile number 3 times to call internationally as the number listed for Thailand on your website is no longer in service. Yesterday I was able to complete the same task with Bangkok Airways in 4 minutes over the phone with no charge and got great attentive service from the person who took my call. If nobody has called me back by 6 pm Thai time then I will expect Malaysia Airlines to refund my ticket in full as you are now blocking me from changing my flight by not returning my calls. I look forward to hearing from you. Daniel Norton

My response today - 8 May 2017
Dear Ms Nur,

Thank you for your response.

I am now even more disappointed and offended with the insinuation that I am a "liar" and that your crew staff is telling the truth, of not missing me out.

This is my first time experience in complaint since travelling with MAS.

Let me assure you that throughout the journey, I was wide awake enjoying the in-flight movie. I was neither asleep nor ignorant of meals being served to others. And, no crew asked me on any meal choice. The lady passenger on my left received her "special" meal whilst the male passenger on my right was asleep. As you claim, if you staff are suppose to wake up passengers then I would certainly have observed being done upon the next passenger. The passengers at the rear seat also received meals.

All I received was a cup of orange juice served by a lady crew.

I suggest you investigate this properly by verifying with the passenger seated next to me. No doubt, I should have asked the crew in-situ, but I was too dumbfounded to see a crew walking around with a paper inquiring the lady passengers on her special meals. And, I assume she was special.

I shall escalate this complaints so that it gets the professional attention I deserve. I will not cease until I get a satisfactory response and remedy.

Thank you

Regards
Yuva

=========================================================

Email response from Ms Nur Aizat of Customer Care Unit on 7 May 2017.

On Sun, May 7, 2017 at 11:19 PM, Nur Aizat Mustakim Azmi wrote:
7 May 2017
Reference: GTS 06673-04/2017/AA
Mr. Sthiagarajah Yuvarajah
Email: [protected]@gmail.com

Dear Mr. Sthiagarajah,

Thank you for contacting Malaysia Airlines. This is in reference to your feedback dated 25 April 2017. We sincerely apologize for this belated reply and indeed appreciate your patience.

I thank you for your feedback, as it is very important to us in maintaining high levels of service.

More importantly, I regret that you have not fully enjoyed your travel on 21 April 2017, MH 2598 Kuala Lumpur to Miri due to the shortcomings of our services. We read your email with concern and we truly sorry that you find that our service has deteriorated especially with regards to our staff competency. This is indeed disappointing and we will certainly step up our efforts in this aspect of our service.

Please be informed that a hot meal box is served to passenger for all domestic crossing flights and international flights above 60 minutes. Passenger does not need to request, it is provided to all. The relevant department has carried out the investigation, and the crews on above flight have come with some feedbacks.

According to the crew on duty, in-flight service was carried out the inflight service as per company's procedures. In addition to that, one of the crew who served economy class cabin didn't missed out any passenger when the meal service was carried out. Even he did woke up few passenger who was in deep sleep asking whether he/she wanted to have their meal.

Mr. Sthiagarajah, thank you for taking the time to write in to us and giving us the opportunity to reply. While we are regretful that you have cause to complaint, we do look forward to receiving feedbacks from our customers as it helps us monitor the concerns and needs of our valued passengers.

You are a valued customer and we will be delighted that you would continue to privilege us with your patronage. Once again, please accept our apologies for any shortfalls in our services.

Thank you for communicating with us. We look forward to having you on board with us again.

===============================================================
Send via e mail on 2nd May 2017

Dear Sir/Madam,

On 21 April, I boarded flight MH2598 from KLIA to Miri at 21.20. I was seated at 28E. Attached is my e-ticket

I regret to inform that I was not given any meal in flight, whereas some passengers received theirs, including . The female passenger seated next to me at 28D was given meal, but not me and the guy seated at 28F.

Last week, I use your homepage "feedback" to submit my complaint. So far, no one has responded. I reckon your customer feedback system pays lip service !.

I want an explanation from MAS.

Thanks & regards
Yuvarajah
[protected]

Dear sir,
i booked flight on 3may by dbs card singapore for kalaum lumpur to phukit 2 adult ref no w00b9 malayan airline boeing 737 800 and i paid 71.97 sg doller but in my bank show 2 time cut payment with my card no-[protected]-
please rewart back 71.97 in my account dbs bank singapore
please do needfully
thanks
kuldeep singh panwar
+[protected]

REF: DPR LHRMH22924
I sent the email below to LHR.[protected]@uk.malaysiaairlines.com on 6.7.16, amd again to [protected]@malaysiaairlines.com on 14.7.16. I have heard absolutely nothing in the months since then. I am very disappointed by the lack of response.

Dear Malaysia Airlines,
On 16th June 2016 I arrived at London Heathrow on MH0004 to discover that my suitcase had been left in Kuala Lumpur while it was in transit after my flight from Sydney, Australia.
The Heathrow staff were very helpful and explained that my suitcase would arrive the following day.
However, I only had the clothes that I had travelled in (Australian winter) until my bag arrived. I had to purchase new underwear, swimming costume, sandals and tops as my case did not arrive until more than 24 hours after I had landed.
Attached are my receipts for the purchased items for reimbursement into UK account number [protected], sort code 606040.
Kind regards
Lucy Dennison
39 Jamieson Avenue, Fairlight, NSW, 2094 Australia

Our flight was due to depart from Auckland on 25 March at 00.55. On arriving into the airport car park we were advised by phone that there was a 7 hour delay. We decided to stay in the airport that night as we had a long journey by car from where we were staying. We headed to check in at around 4.00am that morning and stood in the queue to then be informed (via the board at check in) that the flight was delayed again - this quickly changed to cancelled. There were no Malaysia Airline staff anywhere with everyone not knowing what was happening. Auckland airport staff helped us as much as they could but could not explain the reasoning as they also did not know! We were advised we would not be flying out until 26 March and both myself and my partner were due back to work on 27 March! There were no hotels available in Auckland so we had to arrange to stay with family who were around 2 hours away. The airline paid for taxis to and from this destination.

We departed on 27 March as scheduled only to arrive in Kuala Lumpur with a further delay! Again no explanation and no Malaysia staff anywhere! Due to this delay we were sent to a hotel overnight. We were advised to be a reception the following morning at 5am which we were only to be told there was a further delay! We finally left Kuala Lumpur for London but due to this delay we subsequently missed our connecting flight from London to Dublin and had to stay overnight in a hotel in London.

We finally made it to Dublin 2 days later than expected and my luggage was not on the plane!

To say the whole episode was a nightmare is an understatement! We had gone to New Zealand not only for a once in a life time trip but also to get married and spend our honeymoon there! The airline were incompetent, unprofessional, lacked very basic customer service skills and ruined a very memorable experience for my husband and I! We missed two days of work each (my husband is self employed). I understand that these things happen but if the issues had been communicated passengers may have been a little more understanding.

We will most certainly not be using this airline again!

To the personnel in-charge,
We happily booked the airline tickets from MAS airline website; ref X61VH (for 2 passengers). On departure day at Tokyo Narita Airport (NRT), we waited patiently for the MAS flight scheduled to depart from NRT on Monday, 10th April 2017, 21:40. However, we were so shocked when noticed that there is no MAS flight information on the information display board at NRT airport terminal. Even till approximately 2 hours before boarding time, no information of the said MAS flight details too.
We further checked with the NRT information counter personnel but they stated that there is no such flight from MAS in their system. Called MAS but there is no clear answer; MAS caused us to be stranded there and failed to provide any immediate compensation and care (including accommodation, meals, phone calls, internet access, transportation etc) for us at that time. What happened? MAS just left us wondering whether the flight is delayed, or cancelled, or overbooking etc… later we found out that actually there is NO FLIGHT departing from NRT at all for the said day and timing. Why MAS still confirmed the booking of ticketing date and timing previously? How can MAS left passengers abandon this way? MAS must first contact passengers to notify in exchange for compensation or care. There is no clear communication from MAS; MAS did not ensure in informing us prior hand that there is no flight. Not only time is wasted, besides incur additional expenses, also causing unnecessary distressed.
It is not the first time we take flight and this incident really left us in the dark, particularly when the MAS app is still counting down the time to depart. How ridiculous! In short, we are left stranded at another country which we are not familiar with and no urgency support from MAS.
We ended-up need rush to search and book last minute room accommodation, have to catch the last train and also incurred additional expenses since need continue stay on at Tokyo till next available flight (but till when? …no clear indication).
MAS not care enough about our safety too. By the time we get to check-in the accommodation it already past midnight! Also have a tough time explaining to the company as need take few days off (emergency/ last minute leaves) since still stranded at Tokyo. There were crucial meeting session which needs to attend to in Malaysia but because of this incident eventually we missed those meetings (MAS put our reputation at stake).
In addition, also needs to coordinate family arrangements as the non-turn out flight has affected our other plans. MAS… where are your responsibility and care for your passengers? We are truly disappointed with the way you handle this incident. Extremely terrible experiences that we need to endure. Can you imagine the hassle and trouble that we need to suffer due to MAS incompetence to act on the matter timely and appropriately?
We would expect MAS to compensate us accordingly in monetary for:
• The additional incurred expenses ranging from accommodation, meals, phone calls, internet access, transportation
• Reimburse in full the flight (air fare) since the flight failed to serve the intended purpose as per Section 12(1) of the Malaysian Aviation Consumer Protection Code 2016
• The additional leaves taken
Will be expecting prompt response and action from MAS on this matter, kindly reply email to e.[protected]@gmail.com without further delay. Please do not continue giving us more disappointment.

E-Ticket [protected]

I purchased a ticket to fly from Sydney to Malaysia in Feb 2017. Later I learned that my niece is getting married in Malaysia and instead of making 2 trips to Malaysia in a year, I spoke to someone in MAS airlines to see if I can reschedule my flight. I was informed that I can do so provided it is done within a year. I asked if there is any cost to cancelling and re-booking. I was informed that there is no additional cost.

On a later date I called to check if I can go to Malaysia in September 2018 next year and then comeback in November 2018 - the return is past the 1 year. It was then I learned that the 1 year is within the date of purchase and not the date of flight.

When I realised that I had to book the flight before Feb 2018 - I decided that I would make the trip as initially planned. When I called to book the ticket, I was asked to pay Australian $415. I was angry as I was not informed additional costs.

I felt cheated by MAS flight as I am was not fully informed and has cost me an extra half of another ticket. I wanted to save money and make 1 trip and now it is costing me 1.5 tickets to make this one trip and then another cost for the wedding. MAS flight has not honored what they said.

We had an appalling experience flying out to Bangkok (transfer at Kuala Lumpur) from London Heathrow. Before arriving at the airport we came across problems trying to check in and book seats - when buying the flights back in January we were unable to book seats due to an error on the website. I therefore called the airline the day of the flight to book the seats (this cost me a fortune due to there being no contact number for England). I was advised by customer service that if we wanted to book extra leg room which we did then we should wait until we got to the airport, we later realised that the seats we had tried to book back in January were on our boarding passes so we thought we would be fine. When we arrived at the airport 3 hours before the flight was due to take off the queue was ridiculous. We waited in the queue for over 2 and a half hours meaning that a lot of passengers almost missed the flight. A fellow passenger later told us that the issue was because the computer systems had gone down so no booked seats had been saved - we were given absolutely no information from the airline staff about this whilst we were queuing. Once we got to check in we found out that not only did we not have the seats booked that we thought we did but we were firstly unable to get extra leg room which was needed as my partner is 6ft 5, and secondly my partner and I were also not going to be able to sit next to each other. We were told to speak to the ground staff about this when boarding the flight however when we did this the boarding staff were thoroughly unhelpful and could nothing for us therefore we were unable to sit next to each other - if we had children this would have been even more unacceptable.
Upon arrival in Kuala Lumpur due to the delayed first flight we very nearly missed our connection. Luckily we managed to get there in time however upon arrival in Bangkok we discovered that our luggage was still in Kuala Lumpur. The staff at Bangkok were as helpful as they could be although offered no means of compensation for this. As a result we had to incur further costs for the next 24 hours to buy necessities and clothing as all we had to wear was what we were wearing - trousers and jumpers - hardly appropriate for the 40 degree heat in Bangkok! We have since returned to England and have heard nothing from Malaysia airlines about any compensation. Are we going to be reimbursed and compensated for these extra costs and inconvenience that we had to incur? This really was the worst flight we have ever experienced and we expect to be compensated as soon as possible.
Thanks,
Charlotte Carey & George Nelson

Nama saya tan poh maa..saya sangat tidak berpuas hati dengan syarikat mas kerana, petang tadi jam 14.12 tanggal 4 may 2017 saya telah membeli tiket penerbangan dari sibu ke kota kinabalu dengan harga sebanyak rm515.32 .tarikh bertolak 4june.pada tanggal 5 may 2017 jam 0040 saya telah meyemak laman web mas semula..harga tiket sudah rendah kepada rm265 untuk dua orang..pada 4 june juga..disini saya sangat tidak berpuas hati dengan tiket penerbangan yang saya telah beli..saya merasakan tertipu dengan mas.setelah saya membeli tiket penerbangan pada petang 4 may 2017 dengan harga yang mahal..bila saya menyemak semula laman web mas..harga tiket penerbangan turun kepada rm265..saya brharap supaya mas jangan memperdayakan orang-orang susah yang makan gaji mcm kami...sudahlah kami terbeban dengan ekonomi sekarang..tambah lagi kena tipu beli tiket penerbangan..gaji kami pun cukup-cukup makan sahaja..saya merayu supaya mas sentiasa buat promosi tiket penerbangan awal dan bukan last minit begini...

To whom it may concern:

I’m writing with regards to my distasteful and unsatisfactory experience I had with Malaysia Airlines. Appended below are the flight details:
Passenger Name: Ms. Chiang Poh Ying, Mdm Tay Lay Liang and Ms. Chiang May Ying
Booking No / E-Ticket No: [protected], [protected], [protected]
Flight No: MH1034
Reference: WHYMN

Our flight scheduled from JHB-KUL at 630 am on 17th April 2017 was delayed as MAS experienced a major computer outage at Senai International Airport. Immediately, we informed the ground staff pertaining to our connecting flight from Kuala Lumpur to Perth with AirAsia X during the check-in. We were devastated that no assistance was extended though it was a technical glitch of the airline.

Finally, the plane arrived late at KLIA at 750am. Again, due to mechanical problems with the baggage claim, we couldn't get the baggage until 9am! Despite arriving the airport as early as 5am, the flight delay cost us a last-minute replacement ticket from KUL to PER. And truthfully speaking, we’ve never experienced using handwritten paper as boarding pass throughout my entire travelling experience. Somewhat, it made no difference than taking a budget airline. What is more unacceptable was that they have written the destination wrongly (KUL-JHB) instead of JHB-KUL.

Leaving me with no option, I approached the ticket counter to discuss the issue I was facing, but to no avail. Rebooking ticket on MAS / AirAsia for three person together with the luggages would cause a great deal of money. Eventually, I asked my mother and sister to continue their journey without check-in baggages and I decided to take the Malindo airline - the cheapest option I could get but that also cost me MYR 1893.38 for a one-way ticket from KUL to PER. Moreover, I was left stranded in KLIA for almost 9 hours, causing my plan in Perth to be completely disturbed. My holiday mood was all gone somehow, considering the financial burden which I suddenly incurred, especially to someone who just started working.

We understand that the technical glitch was an unfortunate event to MAS as well. That being said, we were deeply disappointed with the customer service that we experienced – the exact opposite of what MAS pride yourselves on. We felt disregarded and unvalued. We felt like things like this could have been handled better. We would like to be able to continue to fly with Malaysia Airlines. Obviously, I’m sure you understand we have hesitation now due to this horrific experience.

As a reputable establishment, I urge you to investigate into the matter and take the feedback seriously before we completely lose faith with your organization. I hope you will be able to give us a satisfactory explanation and remedial plan. We look forward to hearing from you soon.

Thank you.

Best regards,
Chiang May Ying
[protected]

Complaint...? Rather a bad experience with MAS!
Dear sir/madam,
My name is Thiru Umaran Thiagarajan. Im writing this email not just as a complaint but also to express my disappointment over what happened the other day at KLIA. I rarely used MAS but this time I decided to give a try as there was a hype regarding MAS newly reformed management, improved customer service and overall quality.
But, here is how it goes;
On the 30th of April 2017, my flight to Chennai MH 182 was on schedule to depart at 9.30am. I had already checked in but I was at the airport as early as 7am. Once I reached the airport I was confused as I couldn’t find on the display LCD regarding information my baggage drop, maybe I was just still sleepy at the moment, but luckily there was a kind KLIA stuff in yellow uniform who helped me out to ROW C.
The queue was long but moving fast. I was early at the queue (7.10am) so I was worried by the time I reach the counter they would ask me to leave and come back at 8.30am (2 hours before flight) for baggage drop, and my god! the queue was long. Lucky me the queue was fast and in 10 mins I was at the counter.
Here, is where my bad experience is going to begin;
Once at the counter, first; I was not even greeted with a smile or greeting. But if it’s still ok, what happened next gave me a shock. Your staff then checked my passport and visa, and said that I can’t fly because according to your system there must be a 60 days gap in between each visit to India for tourist visa. I was confused and shocked over what she said. I then explained to her that I have asked the Embassy and the Indian Visa Issuing Company (IVS) before buying my next ticket to Chennai, I further said I had also flied to Chennai within 2 months before and it’s not a problem. All she was concern was that my date of arrival into Malaysia was 29th April 2017 and today is 30th April 2017 which makes only 24 hours not 30 days which her system contraindicates, and that she and MAS would be fined if I were to send back upon arrival at Chennai and further requested me to go to the Indian Embassy on 2nd May to get a statement from Indian Embassy that im allowed to enter as I argued. She then went to check with her supervisor at the end of the row. She then returned bringing a printed copy of the statement saying im not allowed from your system with my passport. I explained to her that it’s not possible cause I have asked the embassy officers before I booked my ticket and if MAS is wrong, would MAS compensate my loses! But once again with a sulking face she just said that she don’t want to get in trouble and fined, the Indian embassy might have gave you a wrong information. After a while, she went back to her supervisor’s counter again and was there for a long time, meanwhile I was standing at the same counter like a dumb fellow. After a while I had no idea what’s happening, so I went to the supervisors counter at the end of the row instead. There I was standing there again like a rock! Nothing was said to me by the supervisor or your staff as well when I asked what’s happening, all they mentioned was “we are checking, please wait rudely”. They were making a few calls and google...ing. Since they were using google, I then showed them the Indian Consulate website showing that the rule of 2 months gap were removed since 2012, but they were not convinced. I continued standing till 8.15am which is about if you realise is an hour! After a while, the supervisor got a call acknowledging that I can fly! Your staff then said ‘Ok, u can fly” and went back to her earlier counter and started printing the boarding pass and checking in my bags. I asked her “now who confirmed...”, she replied “duty manager...”. That’s all happened. She never conversed anything else, not even SORRY! I then rushed to board the flight, as there was only about 15 mins to board. Believe me or not, thank god! I was just on time to board!
To be frank I never aspect this to happen. How would I know that changes made since 2012 would be still at your system at 2017. I had no problem at Chennai immigration and currently im at Chennai as im writing this email to you. Im really disappointed with the service. Your staff were not polite. Your system has old un-updated record on Indian visas. Plus for your info, im a medical doctor who has spinal disk herniation, which gives me difficulties standing for a long time. Because of your inefficient system and staff, I was suffering for almost 2 days with pain because I was standing for almost an hour. Besides this I was also having gastritis that day because I couldn’t have my planned light breakfast before boarding because I had to run to my departure gate. If u realise I almost missed my flight that day.
Im writing this email to you as I aspect to get a proper response and assurance with compensation that this will never occur again. If I don’t get any replies or get satisfied with your response, I might have to see into other options to get my complaint heard. I hope MH-Malaysian Hospitality quote is still there! I still hope customer care is still your main concern and priority. Please give me a good reason to fly with MAS again and to recommend to my friends to fly with MAS. I did not get the names of your staff or your supervisor who was in charge that day, that time at counter C, because I believe at least you should have the system to track your staff and the error regarding India visa at your system. Any other information you need regarding me or this incidence, I would happy to share with you.
With the hope of getting my complaint heard, thank you in advance.
Regards,
Dr. Thiru Umaran Thiagarajan

To whom it may concern,

I am writing to express my disappointment and frustration with Malaysia Airlines when travelling from Bali to London this past weekend.

Flight Numbers:
MH0852
MH0002 (Over Booked- Deleted)
MH0004 (Replacement Flight)

I arrived at Bali Depansar airport on time with my friend of whom I had booked and planned my trip with, (her booking reference was X8YM4) to check into my flight back to London Heathrow. The journey consisted of 2 flights (change over at Kuala Lumpur) with Malaysia Airlines and had been booked 7 months previously.

When I arrived, I received two boarding passes for both flights home, however my friend of whom I was travelling with only received one. We therefore immediately enquired as to why this was the case as we were booked on the exact same flights and expected to receive the same service. One member of your check-in staff at the airport told her that the second flight (From Kuala Lumpur – Heathrow) was overbooked, so she could not check in. Another member of your staff heard this and jumped in to say that she had been told the wrong information and that in fact there was just an error with the system and just couldn’t print her boarding pass out in Bali– but not to worry as she will still be able to take the flight she needed once she arrived at Kuala Lumpur and she would simply need to speak to the Transit Desk at the changeover terminal in Kuala Lumpur to get the boarding pass printed. Unconvinced- we boarded the first flight to Kuala Lumpur…

We arrived at Kuala Lumpur airport at 22.30 local time ahead of the 23.15 connection flight to Heathrow so with only 45 minutes to spare. We therefore had to rush and run through the airport to the transit desk as advised by the staff at Bali airport to collect my friends boarding pass. When we eventually located the transit desk (flustered, hot and stressed) we were told that her name had actually been cancelled and deleted from the flight by staff at Bali Depansar airport earlier that evening due to the flight being overbooked by 15 people…. Which was totally unacceptable to hear at this stage of our journey as the staff at Bali had reassured us there wouldn’t be any issues. Learning that we had been blatantly lied to by the staff at Bali airport was enraging to hear.

The staff at Kuala Lumpur were awfully unapologetic, rude and actually laughed at me when we asked about what alternative options would be provided for us and how we could get home to London. Given that we had planned our entire trip together (I had actually paid more money that her for this specific flight just so that we could specifically travel home together) and that my travelling companion was clearly distraught about being left in Kuala Lumpur alone, with no further information or help as to when she would be allocated a new flight home – I was forced ro make the decision to be deleted off the 23.15 flight home too.

The staff eventually booked us a new flight that was departing 13 hours later than planned and a hotel stay within the terminal at the Sama Sama Express hotel. The staff then told us to collect my baggage that evening for the night from the ‘baggage office’.

We caught the train to the terminal where customs and baggage is situated, here were told to go through customs to get our baggage so that they could stamp our passports, but we then faced further issues and frustration. At this stage in our journey we either been given false information (lied to) or very little help at all from the Malaysian Airlines staff – we then questioned whether we should leave the terminal in fear we may not be able to return. To avoid further problems, we decided to take the train back to the Malaysia Airlines desk to triple check what the best course of action was. When we arrived back at the Malaysia airlines desk- all staff had left and there was no one there to help us. This was very disappointing and upsetting – we felt very alone and worried.

From here we everntually arrived at the Sama Sama Express hotel- where the staff at the desk were very helpful and rang about our luggage to organise it for the flight the next day. We finally thought we would be able to check into our room and this journey from hell would soon be over… However we were then informed that we would need to go back to customs at the airport they to get our stamp voided as it would prove difficult if we ever want to enter the country again in the future. So we got the train back to customs where we were advised to exit the airport and come back in through departures. We refused this as we needed to stay in the terminal. We then were finally diverted instead to the 'Immigration Office' which had a queue of 35 people at 2am in the morning….. We waited here for an hour.. and managed to finally get our stamps voided.

We then returned back to the Sama Sama Express Hotel and spent a couple of hours there.

The next morning we arrived at the Malaysia Airlines desk to check where our baggage was. I was then informed by Malaysia Airlines staff that my bag 'should be on the flight' but they couldn’t confirm as it hadn't yet been scanned. We were then informed that the luggage couldn’t be tracked in Depansar, Kuala Lumpur or London – so I wasn’t able to locate my baggage. It was here that I was so infuriated that I asked the desk to print all records of what has happened to us so we could formally lodge a complaint.

Here I spoke to the Manager (badge attached) who was finally the first member of staff to apologise for how we had been treated. He also advised us that these ‘over booking’ disasters have been occurring constantly for the past 10 days.

The new flight was due to leave at 09.50 but was further delayed as didn’t started taxi-ing until 10.20. There were also another 2 passengers next to me who had both been checked in and allocated to the same seat, so one of them had to be removed from the plane in a very unhappy manner, (topical following the United Airlines story).

Having invested around £2000 in a wonderful holiday I am extremely disappointed to have had such an awful and emotional experience returning back to the UK. Because of these inconveniences I have not only lost a day of my life to the Kuala Lumpur terminal but also a full days salary at work (£300) and several missed pre-planned appointments that I had scheduled for the day of Monday 24thApril in London. These factual inconveniences do not take into consideration the emotional stress that this caused me. The attitude, lies and complete incompetence of your staff was infuriating and very upsetting. However, I realise their blatant lack of sympathy must be because it is a situation they deal with every day.

I would like an explanation as to why you over book your flights so extensively as this leads to disappointed customers daily? Whilst I understand the process is random it is extremely insensitive to not consider the implication that this has to individuals that are travelling together, is that something your company are proud of? We never indicated the we no longer required the cancelled seat on the flight from Kuala Lumpur in 7 months lead up where I had it booked- so why would you cancel it?

Please see all attachments that illustrate my experience with Malaysia Airlines, I am about to file an online review on Trip Advisor of my horrific Maylasian Airlines experience, before I do I would like to take into consideration your official response. I hope to receive the maximum compensation for this travesty of and experience and the comedy of errors I received from your staff.

Hi,
This is regarding the mishandling of baggage against reference the reference number mentioned above in the subject. The baggage took almost one day to delivery and I was asked by the customer service provider to buy dome daily utilities which will be reimbursed by the airline. We were two people travelling and Singapore being a new place we had to manage a lot of things and places to buy from. We were there for our honeymoon and one day was spoiled because of you and we then had to look for stores to buy basic garments and lavatories. I am attaching the bill for the claim and also need some compensation for the problems and grievances faced by both of us. I never expected this might happen with a name which has been famous for the best service amongst all the big players. PFA the bills.
Thanks,
Ravi Sherwal
Contact no-[protected]

Good morning,

My name is Dr George John . We were travelling back from Kota Kinabalu to Kuala Lumpur on 1/5/2017 . I have 2 small kids travelling with me, 6 years and 9 years as well as my wife.

Me and my kids booked separately ( Res No KJK03 ) while my wife's Res No is WJG4B.

Both our original flight timings were at 1540H on 1st May 2017.

At about 0848H on 1st May, we received a text message on our phones telling us that " Your flt MH2641/01 May is changed to 2607/01 May, dep BKI/1740 are KUL/ 2010.

We also received email saying the same and I personally got a call from customer service officer from MAS confirming the above.

This happen and I was not too surprised honestly .

We reached Kota Kinabalu International Airport at 3pm and started to queue up ( long queue indeed ). When our turn came to the check in counter, the ground staff lady ( temporary staff ), told us that the flight is full and we can't be allowed to check in to MH2607 as scheduled.

She said she can put all of us in another flight which was due to take off at 1850H, which ultimately only took off at 1915H as it was delayed too.

On asking why have we been put on a flight where there is no seat available, she can't answer my questions at all and just said that it is overbooked .

I wanted to speak to the duty manager but sadly none of the MAS Ground Staff seem to know who is on duty and just told me to wait in his office. Am I dumb to wait in an office blindly without knowing when he will come in or will he ever come in at all. I even called the duty manager;s mobile [protected] at 1720H but went to voicemail.

I was quite angry as we didn't ask to be placed in 2607 at the first instance, and then given no seat as its overbooked, What message is MAS sending out to all their passengers? What reputation are they carrying?

We were not compensated at all, bear in mind my kids were already extremely agitated just waiting from 3pm to 7pm,

I am extremely disappointed with MAS and will write to the media to notify all passengers to be careful with MAS as they will just kick out passengers who have their valid ticket and paid seats to their whims and fancies.

This will be my last and final travel with MAS as I am totally disgusted with their attitude of not taking full responsibility .

My contact number is [protected] .

Thanks and regards,

Dr George John
Prince Court Medical Centre
Kuala Lumpur.

MH610 Sin - KL delayed by 1 hour.
9.15pm flight.
1st May 2017.

Landed 11.15pm in KLIA.

1. Late announcement of the delay. At 9.30 pm only known.
2. Just a ' sorry for the inconvinience'; I am sure MAS can handle this better
3. Unless this is treated as a norm.
4. Decided to use MAS after so long, bad choice, I will revert back to Singapore Airlines.
5. I have friends serving MAS, thot probably I should national carrier. Disapointment.
6. I can throw away the enrich that i signed up for.

Thanks.
Regards
Jaya Kumaar