Malaysia Airlines
Reviews and Complaints

I always get to the gate as early as possible to ensure i can put my bag near me on the plane. My seat was an aisle seat and your boarding procedure means i have to board last. I have never experienced this disgusting boarding method before. Boarding the back of the plane first is one thing as there is no competition for space between back and front. But i will personally be holding your airline responsible if any of my stuff gets stolen because i could not store it near me. This is ridiculous and i personally feel right now that i will never travel with your airline again. I will also warn everyone i know to never do the same as i do not feel safe travelling with your airline under such boarding procedures

Due to the problems with the flight delay and subsequent late arrival in Kuala Lumpur, we missed our flight with Air Asia to Luang Prabang on the morning of the 23rd December.

We made every attempt to catch the flight, but having waited for our luggage and then taking the express train to KLIA2, we were just too late. We asked Air Asia about alternative flights, but there were no seats available until 25th December.

We went back to KLIA1 to see if we could speak to a Malaysia Airlines rep, but no one was at all interested in our dilemma. So there we were, stranded in KL airport with no assistance from Malaysia Airlines.

We had no alternative but to sort ourselves out, so we made our way to KL and stayed at the Hilton for 2 nights.

Our Christmas plans were ruined as we travelled to Luang Prabang on that day and we paid for a hotel in Luang Prabang for 2 nights that we did not use.

We also had to pay for new flights to Luang Prabang, extra hotel costs and we also booked a room at the Sama Sama hotel for our arrival as we had a gap of 12 hours before our onward flight to Laos so this was paid for and not used.

After the most terribly long flight, having endured the painful noise from the door as we were just 2 rows back from it and with no ear plugs available as they didn't have enough, we both felt quite ill.

I know the onward plans for Australians and New Zealanders were also disrupted, but we were just left with no assistance.

I have written to Malaysia Airlines, have a case number, have sent 2 further chasing emails and have received nothing from them other than an automated reply.

Hi, im wenny. I wanna lodge complaint for my baggage damage caused by malaysia airline crew.
My baggage is not only damaged, but has been opened forcely which lead to damage on the lockpad (luggage side)
I used to put a luggage cover on luggage, but
The moment i found my luggage during baggage collection,
My luggage cover has been removed from the luggage, the lockpad and luggage has already been damaged.
And now, my luggage is totally broken n damaged due to the negligence working of your airline.
I hope that i can get compensation from your company.
As this doesnt only happen for once in malaysia airlines. It happens frequently. And im not gonna let this issue over unless i get a responsible answer from msia airlines. Thanks

Dear Malaysian Airlines,
They say you never get a second chance to make a first impression. When last Saturday I sat in an aeroplane seat still coated in human vomit, I must say my first impression was not ideal.
A fairly frequent flyer, I have never before experienced a seat in such a state. Thus, before plonking my posterior down on the flight from KL to Sydney, I did not think to closely investigate whether the place I would be seated for the next nine hours would be covered in revolting, disease carrying, filth.
I did however quickly become aware of the issue, both through a prominent odour and a small moist patch rising from my seat, through to the seat of my pants. When my wife plucked out the seatbelt, the full horror of the situation quickly became evident.
Being the selfless, saintly type of woman my wife is, she pulled out a whole lot of wet wipes and cleaned that spew-spackled safety device as best as she could. Unequipped with more sophisticated cleaning materials, there were however some little micro-chunks which remained in those hard to access nooks and crannies of the buckle.
Upon alerting the steward to the situation, he was clearly not as concerned by it as we were. He simply said it was the fault of the people who cleaned the plane and marched off before we could even hand him the sullied wet wipes. There was no apology. There was no basic concern or kindness. There was no offer to re-seat us somewhere that wasn’t a petri dish for unknown illnesses.
Perhaps unsurprisingly, after being completely healthy throughout my holiday, I came home and was struck down by a virulent bug which caused me to be violently ill in ways no one wishes to hear described. I spent the last week off work and still remain so weak that I can do little more than send disappointed emails from my sickbed.
Whilst I can’t say for certain whether it was the tainted seat which led to my illness, this is a game of speculation no one should have to play. When I pay a substantial sum for a plane ticket I don’t think basic hygiene is too much to ask for.
Some basic good manners from staff also wouldn’t go amiss.
I would really quite like an apology and some sort of assurance you will do better.
Sincerely,
Jamie Watson

I have been a frequent traveller of Malaysian airlines and I am staying at Singapore.
Everytime be the flight on time or late the baggage never comes in the same flight.
This incident has happened now 3 consecutive times.
I was flying from Mumbai and reached KL on time with a gap of 1.5 hrs.
Still the same issue. Just disgusted with your transfer baggage services and now swear never to travel with you people.

I am on flight to bkk on mh1058 jhb to kul then mh 0796 to bangkok (Bkk) , the first flight from jhb to kul already delay from 19:15 to 20:45pm. As such flight arrived in kul are at time 21:20pm. Hurry up to catch the connecting flight to bkk departure time 21:55pm (Mh0796). However the luggage are delay on that day that only can send the luggage to me on next day after 12pm but only received @16:00pm accordingly to hotel bell service. I am out to buy some shirt & trousers & necessary items for own use due to luggage delay. The luggage arrived with the trolley roller case broken, the bag consider out of order. Yesterday flight back bkk to jhb the luggage delay another 3 hours again

My family and I were travelling on MH731 from Brunei transiting in Kl to Penang on 25.01.17 for the Chinese New Year reunion. Everything was fine till we get to the KLIA transfer desk. We were told by the staff that our seats on MH1162 (7:00pm) had been given away and we will be put on a later flight (10 pm). Reason - overbooking. We were not the only ones. There were a few others who were in the same predicament as us. We argued with the lady but to no avail. We were not late and they could check from the system that we did board the plane in Brunei. However, someone at reservations just offloaded us. Naturally we were upset and as we have made arrangements with a rental car company, by the time arrive in Penang, they will be closed. We called them and we were informed that we will be charged an additional amount as they will keep the office open till we get there which would be around 11 pm. The lady at the transfer counter told us that we will have to fork out the money first and try to claim from MAS. There is no justice in all this. We paid for the tickets just like all the other passengers.

As there were no other options, we had to go on that later flight thinking that our nightmare was over. How wrong were we. On Saturday we tried to check in online for our return flight on Monday. We couldn't do so and someone from the call centre told us that the system was down. We couldn't take the chance that we might be offloaded again and so on Sunday we went to the airport to seek assistance. We were then told that our names for MH1139 (Penang to KL) and MH730 (Kl to Brunei) were not in the system. We then checked with Firefly who then promptly told us that the person who offloaded us entered us in the system as 'no show' in KLIA thus effectively cancelling our return tickets. That was the start of our second nightmare. The respective flights were fully booked. We called the call centre numerous times. Somehow they managed to get us on the Penang to KL flight but the KL to Brunei was really full. Lucky for us, the call centre people were really professional and efficient. We managed to get back to Brunei on Monday.

Whilst we are eternally grateful to those who assisted us in the call centre, we are appalled at the attitude and service level shown by the staff at the KLIA transfer desk. As for the person who made the decision to offload us, kindly check all the information before just making that drastic decision. Be more professional. If you offload someone, make sure you reinstate the rest of the itinerary. I cant say we will not use MAS forever in the future as its the only airline which has the best schedule for us to get to Penang but I guess the phobia will always be there whenever we are about to board any MAS flight.

Hi, I am writing this complain on behalf of my wife. She was supposed to on the flight no. Mh 191 on 1st february departing from delhi to klm and then connecting flight to auckland. New zealand. She was traveling with our kids (One 6 year old and 5 month old infent). Due to some horrible traffic she reached only 1 nd half hour before departure. She even requested to leave the luggage behind if she was allowed to board a flight. She is alone in the country with two kids and she was simply denied any help and left stranded there. Its too expensive to rebook ticket now and my daughter's visa expires on 3rd february. I belive hour nd half is sufficient time to give her boarding pass. I can understand for checking in the luggage might have been really hard and she was happy to leave that behind. Inam really disappointed with tge help she got from the malaysian airline staff at the airport too. Now she stranded there, extremely stressed with the kids. Her name is pandya, kamya harshil. Her reservation no is galileo reservation 
Number:5zmqtk. Please kindly help her,
Her contact number is [protected].
Email address: [protected]@gmail.com.

Dear sir/madam,

I would like to complain for flight overbooking in which my whole family faced in this evening!

Our actual flight is on 30/1/2017 7:45pm flight from klia to perth! However, on 30/1/2017 3:30pm we receive da call from duty manager counter mr. Abdul rahim regarding the flight was overbooking and we are being forced to accepted the offer from mas airline that we have to fly to sydney and transit to perth at 11.30pm!

We were very disappointed and extremely angry for this sudden issue! For your information, this is the 1st time we take airbus by mas airline and unfortunately we faced this issue! All these have affected our car rental, hotel booking and etc that we have arranged for the 5 days!

We will collect all the receipts n expenses that we are going to spend for this trip and ask for compensation from mas airline!

Please reply to me as soon as possible and please take immediate action on this matter!

Thank you

Hello, I booked the flight for 25/1/17 at 1540 for Chinese new year from Kit Kinabalu to Penang on December last year, and only to realize that my transaction got problem few days later via my email. I called the customer service and they solved my problem, but I was unable to check in online even when the online check in was opened, so I was thinking of approaching MAS counter on the day of flight itself as being instructed on the webpage. On the day of the flight me and my friends who bought the same flight went to the airport together and we were delayed by heavy traffic but nevertheless we managed to reach about 20 minutes before the departure. But I was directed to 2 different places for my check in, my friends who checked in earlier was able to board the plane while I couldn't make it in time even I ran to the places that I was directed to. I have to pay another rm130 for a new flight which is not even to Penang but KL on the next day morning, and I even have to pay to travel from KL to penang and it was also time consuming (an extra 6 hours drive). If there is no problem with the online check in or the workers have been more helpful I wouldn't have missed the flight, so I am wondering if there is any compensate for my loss. Thank you

27 jan 2017, 8am-9am

Name of staff to complain: Priya (Customer service, e ticket counter) - she was very rude and cut me off before i even finished my word.

Went to the counter just to ask where do i check in since your kiosk was unable to process my self check in. Before i even finish my sentence, she told me off and rudely pointed to line B or C, showing her inpatient attitude. But that was still okay since i try to be considerate. When i walked to her again trying to ask "where is the baggage drop counter" on behalf of my friend, she replied me angrily and said "I already told you it is at counter B or C didn't I?!". WOW this is what i get from MAS staff? Your image has totally tarnished right away. And it seems that your staff didnt get enough training, they should be good at EQ and self control plus her soft skill is absolutely terrible to be placed at the customer service counter. I am terribly dissapointed with MAS. And that staff was rude to senior citizens too.

However, your flight attendent Shafiq showed exceptional professionalism and attentive care towards his passengers. His communication and soft skill should be an example of great working attitude.

Hello,

I am writing to complaint about the flight MH3 I took on January 21st from London Heathrow to Kuala Lumpur. The flight had a 2, 5 hrs delay indeed it took of at 12, 30 Pm instead of scheduled 10 AM. Because of this huge delay i missed an important business meeting I had in Kuala Lumpur.

As it is stated that after 1, 5 hrs it is right of the passenger to ask for a refund I am asking for this here.

Please let me know if you have any questions and I will be happy to provide you with further details.

I was very much disappointed by Malaysia Airlines.

Yours sincerely,

Sara de Francesco

Good evening. I wish to make a complain about the bad services that I and my family received today from the ground staffs. Around 9:30pm, me and my family were about to drop off our luggages at C line, KLIA. However, the ground staffs from C line were so rude when arranging luggage drop off services to us. Unfortunately, I can't retrieved the names of these staffs as they purposely covered their name tags. All I know about these staffs is the working shift, which is around 9:30 pm at C line. They said group check in is not available currently but, in fact i saw the others are doing the similar group check in. Besides that, she purposes extremely bad attitudes towards my family when my dad was just the innocent one in this incident. Then I asked for the names for further info. But she refuse to give it to us when it was actually our rights to have it. She gave excuse that she has sore throat but in fact her attitude towards my dad was really terrible. Especially when my dad don't really understand English. The worker immediately show impatient facial expressions (rolled her eyes) to my dad which also affects our reputation and mood. I strongly feel offended by her attitude. I am supposed to have a sweet vacation with my family but it was immediately ruined by these workers. Undoubtedly this incident makes me to reject from boarding from MAS airlines anymore. Lastly, I hope to get some response from you guys.

Hi, this is the third time I have tried to contact you on different media, please reply my e-mail (you can see the to e-mails below).

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_____________________________
From: Cecilie
Sent: torsdag, januar 19, 2017 22:29
Subject: Re: Lost and damages babytrolly from Bugaboo
To:

Hello,
It has now gone almost two weeks since I sent the e-mail below, and not heard anything. We have left Langkawi several days ago and are now on our way to Bali before heading home to Oslo.

If the airline is not able to find the missing part of the trolley I expect that you will compensate for the lost and broken part.

Please confirm that you have received this e-mail.

Br Cecilie Fasbender

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_____________________________
From: Cecilie
Sent: torsdag, januar 5, 2017 11:11
Subject: Lost and damages babytrolly from Bugaboo
To:
Cc:

Hi, my family and I have traveled from Oslo to Langkawi (Oslo - Doha - Kuala Lumpur - Langkawi) when we arrived the plastic bag was opened and 50 percent of the trolley was missing, we received a damaged baby pram/seat and no trolley. The trolley had a green bag between the wheels and in it were a baby nest, sun canopy, rain- and mosquito net. We have reported it and have a file reference number, LGKMH17085/02JAN17/1207GMT, but I feel that not all the info has been written down, and that I was not so detailed in my description. I have been to the airport everyday since we arrived, but it is not found. This makes me so sad because this is a little home for my baby, this is were she sleeps and at night in the baby nest. Can you please help us to take a second look, hopefully a more detailed description will help. It was sent as special baggage from Oslo in a SAS plastic bag, but we received the seat in a open Quatar plastic bag.

Let me know if you need any more information.
I cross my fingers that it will find its way home.

Thank you for helping us.

Br Andre Bakken and Cecilie Fasbender

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My flight was supposed to be on 26th January 2017 at 140pm flying from KL to Sibu. When I checked in at the counter 2.5hrs earlier, the flight attendant told me the flight is full, meaning no more seat for me to fly back, not even first class seat. I asked for a reason for this, the flight attendant told me "there is overbooking and it is first check in first get the seat" So, there will be more demand than supply of seat. Those people like me, who are not able to "compete" with the others have to sacrifice ourselves, right? This is ridiculous and I paid thousand ringgit to spend another 8hours in the airport to wait for the next rescheduled flight which is at 750pm. Also, the flight attendant should be more professional in handling this issue, by not giving a statement " you can find the rules in google" when I asked her to show me the rules about the first check in first get the seat rule. So, I went to the office in the airport to ask for a reason. I was replied with the reason that because the transiting flights were delayed, so they have to let the earlier delayed passengers to board first while offloading those poor people like us. Meaning that I become the sacrifice. And most probably I will have to kick off another person who was suppose to board the next flight and he becomes the victim again. Problem is never going to be resolved like this and I do not like the system that overbooking is a norm for this industry. They should always have several seats emptied for this kind of cases. Also, I m not sure if there is a booking system problem with Malaysia airlines or this is your promotion tactics to attract more buyers and earn more money?. But, during tis high peak season, overbooking system should not be applied as this might pose more problems for example like this kind. How is the company going to compensate for the lost of passengers' time and money. I sincerely hope that this issue will be taken into high attention or else people will lose their trust slowly.

I booked the trip since march 2016 to celebrate chinese new year in bkk from january 26 till 31 2017, supposed to fly from penang to kl then kl to bkk. My penang-kl flight mh1149 (Cancelled) is re-timed without notification and the communication of the help-line is causing me to miss my kl-bkk connecting flight mh780 and I have to cancel my whole trip. The communication of flight re-timed is totally messed up, mh customer service insisted that email notification about flight re-timed / cancellation for mh1149 were sent twice on oct 27, 2016 and jan 24, 2017, but I only received one email on oct 19, 2016 about flight retimed for mh780 and mh783 for my booking. There was no phone call or sms or email at all regarding mh1149. The 1st customer service agent answering the call said that because of no show for mh1149, the rest of the booking were forfeited, there was no way I can get on the flight mh780 from kl to bkk even if I managed to get to klia on time by other means. While the 2nd customer service agent said that I could still re-instate the rest of the flight booking with some fee if I managed to get to klia before the kl-bkk flight, but because of the delay in bad communication, I missed chance to fly to klia with other airlines. This is very disappointing and very unprofessional for mh to re-time or cancel the flight without notification, and the communication provided by the customer service are very confusing!

Hi mas,

I booked sg-kch flight for 26th january 2017, which brings me to transit at kl. At the point of my booking, it has a 3 hours transit time in kl. Later on, mas changed the flight timings and my transit in kl is 1 hour. I sort of foresee the worst nightmare happen and it eventually did.

My sg-kl flight, mh0606 is supposed to leave at 1.55pm; next flight mh 2528 kl-kch supposed to leave at 4pm. Currently, i'm still stuck at the delay mh0606 aircraft, reason: waiting for 8 late passengers.

The way I see, your customer here is missing her next connecting flight home because of whichever authority that decides to delay the entire air bus flight to wait for 8 late comers.

I sincerely demand a good explanation over this case as it's simply absurd for an aeroplane to wait for late comers. Now, I will have to go through some hassle at kl airport later on, thanks to your management.

I was scheduled to fly from klia - perth with malaysian airlines for work. I arrived at the airport 2.5hrs early to learn my flight was overbooked - it took 1 hour to arrange alternate flights home and only because I consistently followed the gentleman helping me until I was sure I was securely en route home. Overbooking a flight is simply pure greed on the airlines part and inexcusable. I was told by mr khairi halfizi of malaysian airlines that my bags would be transferred straight to perth, and that he had logged the request to upgrade me to business class and grant me lounge access with qantas when I landed in melbourne - none of this was true. I asked repeatedly for some form of reassurance that what I was being told in kl was communicated to qantas, I was refused & told it was logged on the "teledex" system - qantas had no record. The boarding pass I was printed in kl had 3x small letters saying upg which I presume means upgrade but this had no bearing with the qantas staff in melbourne. Luckily I had the diligence to wait at the baggage claim just in case. My bag arrived and I had to collect and re-drop it was qantas. My australia day plans have been hugely impacted due to the greed of malaysian airlines - a holiday I cannot get back.

Hy,
This is our family's second trip from Newzeland to India through Malaysian airlines.
This is to bring to your urgent attention that cabin crew - "Raymond" behaved in a very rude and indecent manner with me, my small kid and my wife. He even threatened me serious consequences on KL airport if I put a complaint against him and I was denied a feedback n complaint form in the airlines.The way he was behaving made us feel as if he was drunk. He was very aggressive in his behaviour and almost ready to hit me when I reported the whole matter to Zarine (name maybe Misspelled). Later on Ashraf had to intervene to sort out the matter and Ashraf n zarine were really apologetic for his behaviour whereas Raymon continued his indecency. this episode carried on for more than 10 mins . This was wen the flight took off from Auckland airport to KL on 25jan17.
Flight no mh132
Seats - 38k 38h, 39k 39h
V had booked 4 seats.
I strict and immediate action should be taken against such irresponsible employee and be thrown out of such a prestigious airlines.
I would request a reply on this email.
We are so hurt by the whole episode and I am writing this complaint sitting on the airport lounge itself in KL as I have a connecting flight to India in eve today.
Regards
Atul Gupta
Pallavi Gupta
Avyukt Gupta
Akshay Kumar
[protected]@atulgupta.in

Dear Sir/Madam,

I am writing to you with regards to the above connection flight on which I was booked to travel on Sunday 22 Jan 2017.

I have endured a very long delay. The flight was supposed to depart from KL Airport at 9.00 am and arrive at Heathrow Airport at 3.35 pm, but it was delayed 5 and a half hours.

No one provided any explanation for the delay straight away. I had to ask many times before I was told it is because of a technical fault and the backup airplane not arriving in time.

Being a frequent flayer and a very loyal customer of Malaysian Airlines, understandably, I was very disappointed with this. Having had to go through another delay on my first flight from Sydney to Kale Limper. The boarding procedures was so disorganised and one of the Malaysian Airlines male staff members was so rude and disrespectful to customers, ordering people around and getting many upset when they were only lining up and trying to get on the plane, after an announcement was made to start boarding. There were disabled people and people with very young children, it was a very chaotic and unhappy scene.

I was also delayed for two hours on my outboard trip to Sydney on 26 Dec.
I was so disappointed on this occasion as I frequently fly with Malaysian Airlines and expected a far better customer service than this.

Under the EU Denied Boarding Regulation 261/2004 I am entitled to the sum of €600 in compensation for flight delay and additional financial compensation for the disorganised and stressful boarding at Sydney airport on 21 Jan 2017.

I look forward to receiving the sterling equivalent within the next 14 days.

Yours sincerely,

Aswan Ali