Malaysia Airlines
Reviews and Complaints

Good afternoon,

I am appalled by the lack of regard for myself (Ryan bonney) and my partner (Alison dumesny) in our commute from bangalore to adelaide.

The bang-kl (Mh 0105) leg was delayed 6 hours, resulting in a missed connecting flight. This means that we are now on a flight to adelaide (Mh 0139) 24 hours after the original was scheduled.

I understand that mishaps occur, but we have not been reimbursed in any way (Seating upgrade or flight credit) except for accomodation while waiting in kl. We have both missed a very important wedding which was the reason for our earlier than desired flights; this cost us a couple of thousand dollars.

I would appreciate some contact promptly on this issue as I feel that a customer not being catered for after a big mess around like this is entirely unacceptable!

Email or phone requested.

Sincerely,

Ryan bonney
(+[protected])

To whoever it may concern,

I am writing to file a complaint in regards to a flight we recently took with your airline. The flight we should have got is MH0004 – 10.10 AM on 3rd of January but we were moved to the MH0002 at 23.30 PM on the 3rd January.

We booked these flights over 8 months in advance and everything was confirmed. On the day prior to travel while we logged in to check in we realised there was a notification saying there was a problem with the flight and asked us the call the airline. After spending over an hour on the phone to the airline using an English phone that cost nearly £250 worth of call charges we were told this flight had been cancelled over 6 month ago and that we would have to be transferred on another flight 14 hours later. We were never sent any notification of this cancellation and it is unacceptable that we were not notified in advance. An email of phone call to ensure we had received the information should have been mandatory. If we hadn’t had logged in to check in online it could have been an even longer wait as all the later flights were fully booked.

This delay made our journey home completely unbearable. We were travelling for over 56 hours as our journey started from Ko Lanta with a 4 hour ferry and flight from Phuket. Additionally this delay had a severe impact on my work. We booked the original flight that was due to arrive at 16.30 pm the day before as I had a very important business meeting I needed to attend for at 8 am on Wednesday the 4th January. Due to this delay I was not able to make this meeting and it has caused me severe complications. Also my boyfriend Felix and I had to take a day unpaid leave for the 4th January as due to the delay we could not make it into the office.

I would like monetary compensation for the stress and detrimental effects this situation has caused. Other than this delay the flight experience was one of the best we have has had. The staff were helpful, the service and the food was great so we would hate this unfortunate experience to negatively affect our perception of Malaysian airline when we regarded it so highly before.

I appreciate all your support here and look forward to hearing from you

Kind regards
Hannah Cunningham

My name is rani sinnasamy. I was travelling on mh 190 on 15th december on kul - delhi route with my daughter rasheka mahendra. (Ticket number [protected] & [protected]). I was able to do web check in for myself but not my daughter rasheka for unknown reason. Thus I arrived about 3 hours before my flight time and checked in. Rasheka was assigned seat 44g whereas mine was 38k. As it was the last seat I sat on 44g instead. I am a frequent traveler on mas and this was my worst experience on mas.

The toilet overflow and water was flowing right to my seat (44g). The toilets had to be closed and the carpet towards the rear end was completely wet. The crew covered the carpet with toilet rolls and papers. The sight was horrible and what made it worst was the stench. As it was about 1 hour for landing and didn't want to be separated far from my daughter, I did not request to change my seat. This would definitely damage mas's reputation as a national carrier.

Hope mas will look into this and not have similar incidents in the future. I also wish to know why was my daughter rasheka mahendra not able to do web check in.

Hoping for a clear explanation soon.

Three of us (2 adults and a child) were confirmed on flight mh616 bound for kl from singapore to connect a flight to seoul on 22 dec 19:30. However, on 31 oct a malysian airlines staff by the name of lucy called me to inform that the above-mentioned scheduled flight had been delayed and we would be transferred to another mh flight dep sin at 21:20 instead. Also, I was informed by lucy that she would follow up with an email to confirm the change. Having not received any email from lucy, I assumed that the flight change was ok. When the day finally arrived for our vacation trip, we were at the changi international airport, terminal 2 at about 19:30 all ready to check in. At the check-in counter, we were dumbfounded and shocked to learn from the counetr attendant that we were not booked on the latter flight dep at 21:20. At the end, the staff was kind enough to inform us that we could still catch the flight but one of us had to downgrade from business class to economy class due only 2 business class seats were available on this flight. We were all originally booked on business class. All in all, it took almost an hour to resolve the whole matter before we were confirmed on this flight. We were planning to have our meal before boarding the plane but in view of the delay, we had to give it a miss even though we were extremely hungry, especially our little, in order not to miss the flight. On top of this, it had caused us so much hassle and inconvenience and I had to be downgraded. I have been jetting all my life with reputable airlines and this was the worst encounter I had ever experienced so far.

Malaysia airlines changed my 5-person flight from sibu to kltime, causing me 5 people can not connect the same day from kl to fly to guangzhou flight, so malaysia airlines must be responsible for my 5 people in kuala lumpur one day in advance to stay and eat.
Flight
Sbw - kul-booking no: wjnvt / l8tj7 / w804n / l8t9l.
Kul-can booking no : whft7 / k07tv.

Hi,

With respect of your services, I would like to make a complaint on the mistake done by mas airline call centre on my flight date, and I would like a refund from it.

My booking number : kfc8h
Flight : mh 0181 maa-kul
Fly date : 26 december 2016

I would like mas airline call centre to check back the voice recording conversation that I have with the call centre. I request for fly date on 26 december and they say there was a midnight flight available on that date, with is half pass twelve of 26 dec. Meaning date i'll be flying off by 27 dec 00:20. And I agree on it.

When I reach airport to check in by the date of 26 dec 9:00pm, the mas counter say my name where not in the list. And they told me I suppose to be flying off by 25 dec. It was ridiculous. And mas counter couldn't even arrange a seat for me, nor assist me on booking the next available flight. They just ask me to wait at the airport from 9pm till 2am until the flight have taken off. And the staff are leaving. This is madness!

I felt like I need to complaint for the poor support and irresponsible staff as they keep saying is the mistake made by call centre and there's nothing to do with them. I hereby attached the staff photo i've taken in the airport for your reference. I also ask about how can I reach to the call centre or customer service and they keep giving me the wrong email and so on. I'm the one that need to told them there were no such domain name and correct their mistake. Imagine if someone non tech savvy, how would it be? Mas staff are misleading people.

Finally, I feel very disappointed with the entire experience by being stuck at the airport for no reason for more than 6 hours in the middle of midnight time, and the mistake done by call centre and I shall reserve my refund for my flight as I not able to board at all.

I will appreciate for your prompt response for my complaint and my refund. Thank you.

Please contact me : low lih jiun +60-[protected]

My experience with malaysian airlines is painful.
1. Delays in flight from etd, my flight to blore was delayed by 6 hours.
2. Breakfast and meal coupons issued are not acceptable in most of food outlets within airport, ex - starbucks dont.
3. Boarding gates changes with short notice. I am writing this as I wait for the flight at gate c6. Flight delayed by another15mins

I am writing a formal complaint in regards to an incident yesterday morning. I arrived at Melbourne airport on a Malaysia Airlines flight from Kuala Lumpur at around 9am Melbourne time. I arrived at the turn style to wait on my luggage immediately after as I was waiting on a lift outside the airport. A mans luggage got stuck and I waited for 1 hour on someone to get it out. I tried looking for members of staff for advice on where my case would be but unfortunately everyone that I spoke to didn't know and didn't want to find out for me. I then waited another hour (up to 11am) on my luggage, only to find that it was put on a flight to Singapore and I won't receive it until 2nd of Jan. This is a complete inconvenience as I have things in my suitcase that I needed for the new year. I also missed my lift home due to the wait that was completely unnecessary as my luggage was on a whole other flight entirely. I am upset and annoyed at the service from the staff and I am entitled to compensation for this matter.

I await your reply.

[protected]@hotmail.com

My daughter Mansi Modi (9yrs)was travelling from Mumbai to Sydney on 26th Dec 2016 through flight no MH-195. This was our 1st journey through Malaysian Airlines and it said " The First Impression is the Last Impression" and our first impression towards Malaysian Airlines was worst.

1st Incident : When we got our check in done online, we found the flight has got prepone and the departure time was 11.25 pm instead of 11.45 pm. But the flight actually departed at 12.22 am (delay by 57 mins).

2nd Incident : My daughter was travelling with one of our close relative (Sr citizen), but seat allotted to her was 20A and the seat allotted to our relative was 12A . On requesting to the flight attendant, they didn't bother to get the seated adjustment done and my daughter has to all alone travel till Kuala Lumpur. This is how care is taken of small children by the airlines.

3rd Incident : On reaching Sydney on 27th Dec 2016 they waited for almost 1 hr to get the luggage and later inquiring with the airport authorities, they found the luggage was not boarded in the flight MH-141 from Kuala Lumpur. The Airport authorities promised us that the luggage would be delivered by 29th Dec 2016 by afternoon, but the luggage was not delivered on time instead we received a phone call stating the luggage would be delivered between 7 pm to 10 pm, but the luggage arrived at midnight 11 pm. My daughter was on meditation and due to non deliver of the luggage on time she had to stay without her medicines for 2 days, due to which she fall sick and had to show her to the doctor.

This is something very serious and due to the inefficiency of the Malaysian Airlines my daughter had to suffer a lot and a mental stress to us, we the parents sitting in India.

This was a very bad experience for us and we will never travel through Malaysian Airlines or never recommend any of our friends to travel through Malaysian Airlines.

The airlines has to compensate towards the physical and mental stress faced by my daughter and also towards the mental stress undergone by us sitting in India. Being parents we were totally helpless as the airlines had made us helpless.
Awaiting for a positive response from your side.

Trupti Modi

I bought tickets from mas on 26jan17 sin to kch, but booking reference w231w show only sin to kul, kul to kch is missing... What going on again?
My previous flight with mas is chrismas period i had stuck at kul due to no connecting flight to kch. Before that had also call the customer services center to check and given us the details is shallow... What is going on with mas? Is it the way to provide the service to customer?
Really need to improve the f###ing service before we all to disdain malaysia airline...

My name is gracia law. I am really upset with baggage service. I went vacation to seoul from jakarta, transit kuala lumpur. It happened my baggage delay from kuala lumpur to seoul. Reason from malaysia airlines, could not find my baggage, how could it be? My flight number mh722 to kl, mh066 to incheon, korea.
Weather is cold, - 3 celcius. I know better my baggage is priority now, but, I felt inconvenience till now. All our planning to sightseeing are ruined. My friend and I cant make it on schedule. Not only delay my baggage, malaysia airlines delay our itinerary plan as well, on other hand, the weather is very cold over here. I hope malaysia airlines should do something esp for transit passenger, baggage is one of important belonging when we are planning vacation.
I am still waiting for my baggage until now, delay for a day, and now when I am writing this complaint, I am still wearing the same clothes when I arrived, same clothes when I slept, and they said will deliver the baggage this afternoon at 2 or 3 pm, 😠😨😰🙁☹️☹️☹️☹️☹️☹️☹️☹️☹️ what a... Day!

I am utterly disappointed in Malaysia Airlines' baggage service and the utter lack of response from their customer service team.

I was flying from Jakarta to Auckland via Kuala Lumpur on the 20th of December 2016 on flight MH133. For some reason, Malaysia Airlines decided to fly the plane without taking a lot of the passengers' baggage. When we arrived in Auckland on midnight on the 21st of December 2016, there were about 30 of us that were missing their checked in luggage.

This led to a ridiculously long queue to get a PIR form, leading to more than an hour delay from landing to getting out of the airport. This caused a lot of frustration and trouble for people picking us up from the airport. In the end they promised to get the luggages delivered to us on noon the next day.

The day after, I called Malaysia Airlines every two hours after mid-day to check the status of my baggage, but kept getting deferred. When someone finally picked up on 5pm on that day, they only told me that the luggage's status is "unavailable" and that they can't help me. This is especially a problem for me as I was bringing some frozen foods, and I was scared that they'll go bad.

In the end, the delayed baggages only arrived 3 days later on the 23rd of December 2016, much later than what Malaysia Airlines promised. When it came, all the frozen food has gone bad and the box itself was destroyed (pics attached), leading to the wastage of 14kgs of frozen food that I bought. The first pic shows what the box looks like after it arrived at my house 3 days later (it used to be a firm cardboard box). The second picture shows the 14kg of frozen food (fishcakes, tofu, etc) that I had to throw out because of the delay.

I immediately sent complaint emails through Malaysia Airlines' online form and tried to contact them through Facebook. Up until today, I have received zero response from them. I've come to terms with the fact that my luggage was destroyed and there's nothing else I can do about it, but I think Malaysia Airlines is the worst for not getting back to me at all, even after a week. It is Christmas season, but they have had plenty of time to respond to me.

Utterly disappointed in Malaysia Airlines and I definitely won't be flying with them again.

In February 2016 I booked returned flights from Heathrow airport to Kuala Lumpur and paid to reserve seats upstairs (39H and 39K) on both flights.

In September I received an email notifying me that the flight departure time had been bought forward for our outward flight. On checking with your Customer Service department I was assured that it was only a time change and not an aircraft and that my seats would remain the same.

Imagine my disappointment and frustration when checking in on line this morning to find that the seats I had paid for and reserved 10 months ago no longer existed.

I once again spoke to you Customer Service department who told me there had also been an aircraft change and my original seats no longer exist. Consequently I have had to have take seats in the downstairs section which I had not originally wanted or requested.

As a gesture as good will I think Malaysian Airlines should offer some sort of compensation and also look into this complaint to ensure that it does not happen to future customers. You had 10 months since I made this booking, adequate time to notify me that these seats were no longer available on these specific flights. Also if I had not spoken to your Customer Service Team I would not even have received a refund on the extra payment I had made for upstairs seats.

This has been an upsetting start to what has been a long looked forward to holiday.

An early reply would be appreciated.

I was a passenger on flight mh 0783 on 09 dec 16, reference number l1b4h.

The flight was delayed by 2.5 hours out of bangkok, causing me to miss my connection in kuala lumpur to adelaide on mh 0139 and then my further flight to port lincoln on qf 2273 reference number 3ugb64.

I am extremely upset as I missed a very important personal event. Further to this, there was no explanation from malaysian airlines staff other than an earlier email and phone call to inform the flight had been delayed from 5.05pm to 5.45pm, not to 7.30pm. At the gate, I informed the ground team I had a connection and was reassured that there would be ground staff waiting on the other end to help us connect and there was 'plenty of time'. However, on arrival to kl, there was no assistance, noone waiting and a clear lack of care. After finding the service desk, the agent simply reissued me a ticket for 'the same time tomorrow night' without acknowledgment, apology or explanation - the service was seriously disappointing.

The hotel provided for 24 hours in kuala lumpur was atrocious. It was dirty, service was poor and there was no where to get food at 1.30am when we finally arrived (After waiting a ridiculous amount of time for a shuttle). At the very least, malaysia airlines should be providing meal vouchers or other in kind services; our missed connections were entirely out of the passengers' control.

I had to rebook a flight from adelaide to port lincoln. I also took taxis (Grab) from the empress hotel to klcc for meals. The malaysian airlines customer service desk provided me with an official letter regarding the delay, as I told them I would be requesting all costs to be reimbursed by malaysia airlines. They told me this was possible and also mentioned I can process this after 14-days. I have since emailed their 'customer service' contact twice on 14 december and 23 december without reply. They even sent me a guest satisfaction survey to which I responded accordingly and have again, received no reply.

I would like compensation for the flight I missed (Aud 192.46) and the two grab taxi services I used (Rm 65.00 + rm 63.50 (Total aud $39.90) ).

I travelled on malaysian airlines yesterday (Mh148/mh180). Flight took off after an hour delay (System crashed and was in checkin queue for 1-2 hours). I haven't received my baggage when I reached my final destination. I was kind of ok till this point as this could be a one off issue. But my major struggle was with the baggage claim.

There was no one from malaysian airlines to file a missed luggage report. Someone from british airlines came to assist after a while. They did not have adequate application forms and we were made to wait 2 hours for photo copying and fill a never ending form and finally submit a missing baggage report.

I was given a number to track the missed baggage. That number was incorrect. After multiple tries, I got the correct contact number for baggage claims. Tried around 10 times today which was picked once to be told that they are in lunch break. I am still waiting to hear from them. This is the worst airlines service, I have received.

I'm travelling from incheon int airport to klia flight no mh 0067.. I was at the airport as early as 0600h but then I realise that the counter is operational at 0800h only. The counter opened on time but due to only 3 opened counters it takes me 1 hr to check in which is not reasonable. As a malaysian who are proud of our national airline I feel sad and shameful of the time taken to check in and words being spoken by other passengers during the que. Compare to other flight counters, mas counter is the only one which had a long que waiting for check in. As a malaysian citizen I really feel very shameful and sad for the counter service rendered and would like to see some improvement for the benefit of our airlines and image of malaysia. Pls do something...

Upon check in my baggage, I check with one of mas staff, which counter should I proceed.. Without looking at the passport and boarding pass that I gave her.. She just pointed at counter c which is international flight. I was queuing for so long and have to change to other counter and queue again. Please teachall the airport staff what is call service!

We are supposed to board the plane but somehow the plane was overbooked and we could not board the plane... Our name are in the system.
Now we are stranded in jeddah hajj terminal... Your jeddah airport manager simply shut his door on us... Claiming it is the fault of our tavel agency but the proof says otherwise... So what should we do now go the embassy?

Due to the changes of the flight bound from sibu (08:00am/18mar17) doesn't connet to our flight guangzhou (09:00am/18mar17), so malaysia airlines need to be responsible for out accomodation and food when we stay in kuala lumpur breakfast, lunch, dinner in 17/03/2017.
Sbw - kul-booking no: wjnvt / l8tj7 / w804n / l8t9l.
Kul-can booking no : whft7 / k07tv.

I have travelled by multiple airlines all over the globe but I must admit that Malaysian airlines would by far top the list of the worst airlines if we were to have a customer survey. I say this because of a number of reasons. My disastrous journey with MH began right from the Web Checkin process. I tried doing a web checkin on a number of occassions and it just didn't go through. As a result of this I had to go to the airport earlier than would have been needed had web checkin worked on the Malaysian Website. As a result I had to skip work on the 8th of Dec as my organization requires me to work at least 4 hours to be paid. I have already raised a complaint regarding this and have not yet received a response. The Case number is 1528 - 12/2016.

I boarded the aircraft and asked for eye shades and ear plugs. I was stunned to know that MH didn't have either of these on board. Even domestic air carriers tend to keep these. Here, a so called international airline didn't have either. The woes don't end here.

At KL airport, the airline was delayed and there were just no announcements. Further the boarding was done in such a shoddy manner that there was complete chaos. The MH staff at KL airport could barely speak English. Does MH expect all your travellers to know Malay?

The seats in the aircraft from KL to BOM were not at all comfortable. It's a 5 hour journey and seats of this kind were not all acceptable. I developed a back ache and my legs were strained too with such horrible seats.

The cabin crew were not kind either on the aircraft from KL to BOM, especially an Indian Stewart onboard. Anytime he was asked for some service, his tone of speaking was rude. Even one of my co-passengers was annoyed by this man's attitude. When he came to serve food, I asked him about the beverages available, he advised me that he had apple juice and orange juice. As he moved down the aisle, I realized that he had wine and other liquor too. How's it that the stewart offered me and some of the passengers only soft drinks?

On this aircraft, none of the passengers in Economy were provided with headphones. How does MH expect the passngers to use the inflight entertainment?

Even my baggage was mishandled by Malaysian. I had advised at the kiosk in Melbourne that I have some fragile stuff and to put a Fragile tag. In spite of having the Fragile tag, it seemed like your ground staff just flung my bag into the baggage area. The stuff I had in my suitcase was found damaged when I opened my suitcase.

In a nutshell, there was no positive experience at all. MH were treating me like as if I was travelling for free.

I seek a compensation from MH for such disgusting treatment and not providing me the sevices for the Fees paid.