Malaysia Airlines
Reviews and Complaints

Any update on the case? Please refer to this case number 4963-12/2016. From fireflyz

May I know what is the status of my refund of my air ticket? I was told that there will be refund of my air ticket to be credit into my credit card from johor bahru to kuala lumpur (Mh5332) and kuala lumpur to tawau (Mh2664). It had been a month, till now I still have not receive any refund as promised. Appreciate that you can look into the case urgently. Thank you

On 28/11/16, I have arrived lhr via mh002 with a cracked checked in luggage. Made a report at the baggage claim area and was advised to send an email to get further information on how to claim.
A 1st email was sent, included with all the information and photos included needed to [protected]@azzurralhr. It on the 08/12/16. Almost instantly, I received an automated response that my email has been received and action would be taken. On the 12/12/16, I forwarded the email again as no no one has contacted me nor response to my claim. Then the 3 was on sent in the 19/13/16 with the same automated reply that they have received my email, still no action was taken. Have tried made a few phone calls printed on the report form and it went unanswered too. Included here the damage report file reference : lhrmh23902/29nov16/0855gmt.

Our family of 4 flew from melbourne to kl and stayed three nights. Then on 20/12/16 we took flight mh0194 from kl to mumbai. It was the absolute worst flight we have taken for over 24 years. The problem with the flight were numerous. The passengers names are:

Hormuz vazifdar, anahita vazifdar, karl vazifdar and sherin vazifdar.

Problems and issues as follows:

(1) it was an old aircraft, with no tv screens and proper seats. It was also extremely dirty and not at all well maintained. This was not expected of an airlines least an airline who is trying to re-build their image and brand.
(2) cockroaches - there were so many cockroaches it wasn't good. Three passed our way and we managed to kill a couple and photos are listed here. One got away and photos enclosed for your reference.
(3) seat recliner button missing - couldn't move my seat 18a as button was missing. Lucky it was a short and uncomfortable flight.
(4) the food was horrible and really not of international standards.
(5) peanuts were spoilt and would have hoped that the airlines would get this right too.
(6) our bag was torn - even our brand new bag came with a tear in it, to top of this flight.

In short, it was the worst flight and standard of flight ever had since 1992, which is quite a long time. All of us are qantas ff members and my wife's and my ff numbers are 2060634 and 1974335.

I would like to know how the airlines will compensate us for this horrible flight. Otherwise we will have no choice but to vote with our wallets and chose another airlines for our next international destination next year.

Kind regards,

Hormuz, anahita, karl and sherin vazifdar

Our flight was scheduled to leave London Heathrow at 20:35 after setting off at 21:40.. 2 hours and 15 minutes into our flight we had an announcement that our plane had a faulty door on top deck and that we were returning to London Heathrow! After a 2 hour 40 minute trip back to London we finally landed an was told that engineers were here to great us and get the problem solved after waiting 2 hours on the ground with no food or drink and u able to walk around we had not had any information as to what was happening and if the problem was going to be resolved or not. After a few complaints from myself and a few other passengers they finally put an announcement out that the engineers were waiting for a decision from various different people in the airline departments. And that they would get back to us shortly 1 hour later we still receive nothing other that them to apologise and say that there would be no food as the canteen is closed and not able to serve food..43 minutes later they give an announcement to say that there decision to allow the flight to carry on was rejected by Malaysian airline then we had another announcement that they had another call in from Kuala Lumpur and that they would get back to us it's now 4:50 am and we are still sat on the plane stationary in London heathrow we still no confirmation as to what is happening. It is absolutely ridiculous the delay and service we have had I am appalled with your service. My name is Phillip ttophi my seat is 57a and my flight number is mh0001

I has been told to sent the email to Malaysia Airlines via dccc.[protected]@malaysiaairlines.com by customer cares Malaysia airlines for request Tax Inv.
I has sent several times, it shown delivery failed and also called up several times to customer care center to clarify about this matters, the feedback still remain unchanged. Advised to sent again same email address as provided, seem the issue yet to resolve. My point here is, does they know the email provided are valid or invalid? Waste the resources& time, i feel disapointed about this matter.
What is the solutions?

Hi Team,

I am still totally disappointed with the Malaysia Airlines services and steps taken out yet to sort out this situation.

No new update received yet since morning and it is increasing my level of dis-satisfaction with the Malaysia Airline services.

I have to start to my native tomorrow morning and the plan is totally spoiled now because of having dependency on my missing baggage and I do not have any update about my baggage location.

I came to India to enjoy my vacation but having very bad experience here because of un-responsiveness from the Airlines services.

I never had such kind of bad experience in any of my overseas travel yet and which is discouraging me to opt for Malaysia Airlines in any of my future travels.

I am suffering a lot because of this and totally dis-satisfied with the experience having with customer care and concerned department who are working on this issue.

Even though after having many follow-up, I found that there is no progress at all and no one is bothering about the Customer experience and inconvenience received.

Please clarify to me on how Malaysia Airlines is going to compensate me for this delay and inconvenience received by me because this situation is not at all acceptable.

Please let me know also the process to raise the claim for compensate because I can not leave this now simply going because it has impacted me a lot to my complete plan.

Looking forward to get clarification on all of my queries & concerns at the earliest.

Note: In case if I am not reachable at [protected], please try to reach out to me/my representative at [protected] and on email.

Shashi Kant Ranjan
Mob: +91 [protected]

Bangalore, India

On Mon, Dec 19, 2016 at 12:48 PM, Shashi Kant Ranjan wrote:

Hi Team,

I am really very disappointed today with the service provided by Malaysia Airlines and thinking about not to opt for Malaysia Airlines in future.

I started my Journey from Wellington (New Zealand) on 18th Dec, 2016 at 10:15 AM (NZ Time). In Wellington, I did throughout check-in and received KIOSK and Bag Tag Number for my baggage (1-bag, 28KG) as below:

KIOSK: NZWLG-T01-K024
Bag Tag Number: NZ573934
Flight Number: NZ 416, MH 130, MH 192.

When I arrived Bangalore today (19th Dec, 2016), I found my baggage is missing and when I went to Baggage Service for enquiry observed that they were not able to track my baggage in the system and registered a baggage missing complaint.

Tomorrow morning (20th Dec, 16 at 9 AM), I am travelling to my home town PATNA (BIHAR) and having dependency on the my missing baggage because my all required items are available in the missing baggage only. Please let me know what should I do with my plan now?

Could you please ensure that by 19th Dec, 2016 midnight (12:00), I should receive my missing baggage so that I can continue with my plan.

Please take this very serious and ensure my request otherwise, I may decide to discontinue all the travel with Malaysia Airlines in future.

Looking forward to hear from you at the earliest.

Shashi Kant Ranjan
Mob: +91 9902663980Inline image 2

Bangalore, India

Huge queques at check in... Only 3 desks open, however one of the desks seemed to almost permanently busy with the attendant on the phone or chatting to colleagues. Stood for 90 mins to get through. Flight then delayed due to this issue.
Once on board, altough the crew were pleasant I felt " demanding " when aski g for additional snacks and drinks. Also basics like eye masks and ear plugs no longer available ! Come on... Sort yourself out. Would only book with this air line again if no choice.
I welcome yr comments

I am extremele dissapointed about malaysan air service. I flew to nepal and back to bali within a month and honestly will not travel malaysan ever again. It migh sound dramatic but habe no doubt I will post complains on teip advisor and alike websites.

My trip has been nothing but bad service. Flight crew on flight mh 0171 from kathmandu to kl on december 18th taking all the space on the overhead compartments for 4 rows. Wouldnt even bother to help accomodate my bags needless to say the male cabin attendant wouldnt help anyone else.In my opinion he was the rudest. Most of the passengers were nepalesse unlike myself (Italian). The flight was just the same when asked for water passengers were rudly told they were out, no beverage service was available on the flight and not even asked if deinks were needed.

No knstructions of anything simply bad and rude.

Arriving to the so called golden lounge was another pain after awaiting for other passengers to do their business I approached the counter. I flew in after one month of hiking the himalayas so not looking my sharpest. No reason to treat costumers different. One of the ladies sitting bwhind the counter was helpful the one thay seemed like the supervisor didnt care about it much. As she was checking for my next flight she just took a phone call she had on her personal mobile and just shoved me to the next person, when I asked for the wi fi password the rudness increased. At that point I rather went of and paid the 100 dollars worth hoteñ for a few hours rather than the lounge which is def not worthy of my money.

Kl is not prob the airlines prob but when u make it your hub it is and finding 4 of the toilettes including the one at the gate broken on the way to gate h10 is not funny at all.

I have had flewn with mh before so I thought it would be good but you just lost the business of someone that travels around asia atleast twice a month for negligence, bad service, bad personnel extremely dirty plane and inneficiency from all your crew.

Being a big airline you probably dont care but again I will def review mh negatively on line forums.

I know await my flight to bali on gate h10 and to be honest will not be surprise if it is the same.

We flew from Kuala Lumpur to London Heathrow on the 6th of December and we got delayed 5 hours and would like to talk to someone about compensation. I did Facebook message you but it was ignored. We were meant to fly at 9 am but flew at 2pm. We had to cancel plans in London and didn't get to London until 8pm. And then we were delayed on the runway.

Dear malaysia airlines,

Our trip to malaysia was cancelled due to your / your staff negligence which refused to issue boarding pass to us for the above booking.

As you didn't issue boarding pass to us despite we had shown all necessary documents to prove our identity, purpose of visit, relationships etc.. , the trip was cancelled and we had incurred losses including but not limited air tickets, transport in bangladesh and kuala lumpur, accommodation in bangladesh and kuala lumpur, etc...
Total cost estimated is around rm6000++ and on top of that we had lost our precious time because of you and your ground staff. Your staff had not given us any acceptable reason for the refusal.

There was another booking made for another 3 pax who accompanied and boarding pass for this 3 pax was issued without any hassle where similar documents were provided. Why you and your staff practising different standards to your guest and not fairly attending?
Why discrimination in your company?

Please find the enclosed supporting documents for both booking.

Flight was from dhaka to kul on 16 dec 2016.

We hereby request for refund of full fee paid and compensation total of rm6000 for you cancelling our trip.

Please feel free to contact us if any further details are required.

Thank you

Ajees gani
[protected]

Please note that I made the payments.

On Friday 16th December 2016 I arrived at Denpasar airport at 2.30pm to check into my flight to Kuala Lumpur (16:25 flight). At check in I was told that the flight had been cancelled and I would be put on the next flight which was due to depart at 19:15. I was also informed at check in that I was now going to miss my connecting flight from Kuala Lumpur to Melbourne, Australia which was due to depart at 21:50. They told me that my flight had already been changed to the following morning (Saturday 17th December 2016) at 08:50 as I was not going to make the flight that evening. Malaysia airlines told me that I would be given a hotel for the night as I would now have to wait 10 + hours in Kuala Lumpur for my next flight. My flight from Denpasar at 19:15 was then delayed by almost an hour. On my arrival in Kuala Lumpur, I was given no direction or assistance in where to go, but managed to find a Malaysia airlines desk after collecting my luggage. They told me to go to the 1st floor where someone would be waiting for me to show me to the hotel. When I got to the first floor, I walked to another Malaysia airlines desk, and was asked for my hotel booking receipt (which I of course did not have as nobody had given me any such thing). After explaining the situation they managed to book me into a room at a hotel, which was at least 25 minutes away by taxi from the airport. I arrived at the hotel at around midnight, and was told that I would have a transfer back to the airport at 7am for my 8.50am flight to Melbourne. After just 5 hours sleep I was on my way back to the airport. At the check in desk I was told that my name was not on the system. I was redirected to the other end of the building to a different desk, which I queued for again. At this desk the Malaysia airlines employee told me he couldn't help me and that I needed to speak with his superior. Again I waited in line and once finally at the front I was concerned that I would miss my flight. I was taken to an office room by the superior and was sat waiting for around 20 minutes while he had my passport to look into the situation. When he came back he told me that I was no longer booked onto the morning flight and would have to get the next flight to Melbourne at 21:50 on 17th December 2016 (another 13 hour wait). Very distressed and confused, I asked what was going on and they informed me that the flight had no seats left. But I had been booked onto the flight the night before and was shown by Malaysia airlines in Denpasar on the computer screen that I would be on the next flight in the morning. I am a young girl travelling alone and will have been stuck in Kuala Lumpur for almost 24 hours. I have lost an entire day in Melbourne, and have now also lost my accommodation there for tonight. I had plans with friends that I haven't seen in 5 years to pick me up from the airport this evening, who I will now not get much time to see as we have planned for months to get together tonight. Overall this has been a complete disgrace. Not only was my first flight cancelled and my second flight delayed, but somehow my name was removed from the system and after being told that I was put onto the next flight to Melbourne, somehow that changed within a matter of hours and I was told that there "is nothing Malaysia airlines could do". There seemed to be many passengers that were distressed at check in with lots of issues going on for different reasons, and many staff members were incredibly rude towards the passengers. I am grateful that I had been given a hotel for the night, and for the time I have to wait today also. But I am incredibly disappointed that Malaysia airlines have completely messed this up for me. Whether the issue came from the staff at Denpasar or in Kuala Lumpur I don't know. But the Denpasar staff were very friendly and helpful, whereas the Kuala Lumpur staff were not. Perhaps I was supposed to be given a second boarding card for my flight to Melbourne on my arrival in Kuala Lumpur? But I was not. I have never experienced such awful organisation and management of a situation until now and my experience with Malaysia airlines has been awful. My details are: Hayley Hannaford, contact: [protected], email: [protected]@hotmail.com

My wife and I were queuing to check-in our luggage to fly back to Kuala Lumpur (KUL) after a good vacation in sydney and melbourne on the 9th dec 2016, flight no. MH0140, time of departure 10.15pm sydney time.

We and others were waiting on the queue for 1.5hr horrible hours to reach the check-in counter, this was really not acceptable, when we reached the counter, we were attended by a lady called sabine chrsytal, she asked questions like, ' where is your home country?' and took so long time to check our details and get the bag tags printed and even that it took long for her to get our luggage to the conveyor belt. We noticed all this is happening to all the counters, we presume the staffs are new and inexperience. My question is why allow inexperience and not well trained staff to be at the front desk. We did not pay money to be treated by this untrained people. This sort of matter does not happen in KLIA especially as I have traveled to many countries. My wife and I were so upset we went to the MAS office at Kingsford but to no avail it was close. Really dissapointing. MAS has been voted as one of the best airliner in the world, so please don't allow untrained and inexperienced people to tarnish your reputation.

Dear Customer service,

I have make a flight booking for 5 pax last night - 13/12/2016 around 10pm ++, and the time selected for our flight is totally different with our selected time. I have select departure time is Kuala Lumpur to Kota Kinabalu MH 2612 - 8.25am ( 05/04/2017 ) & Kota Kinabalu to Kuala Lumpur MH 2611 - 2pm ( 08/04/2017 ).

When we refer to the itenary, it's totally different with what we select after we make payment.

We have try to call to customer service n complain about this error but they insist want us to pay for changes fees and it cost RM 100/pax.

This is the first time we select Malaysia Airline for our company trip but I feel that M.A.S customer service didn't help us to solve the problem even we are immediately to notify Malaysia Airlines about the system error.

For our point of view, firstly this is not our fault to select wrong time n trouble your customer service, the system show different time after we make payment. Secondly, this flight is after 5 months later, we are not saying want to fly next week or next month, why we can't change the time n it's really not our typing or select error? Thirdly, the time selected is the same price n it's vacancy in the same time. The most important things is the system error.

I hope Malaysia Airline can provide us confidence about your service n customer care on your Airline branding.

Kindly feedback to me ASAP and I hope that customer service can concern about our problem.

My contact no. [protected]

There is absolutely no such thing as customer service when it comes to Malysia Airlines. On the 9th of December, my beloved family member passed away thus I urgently needed to get on a flight from Kuala Lumpur to Kuching. After explaining my situation to the MH ticketing counter at KLIA, asking for the last flight available, the staff did not show any compassion and rejected me straight away saying that there is no seat and there is nothing they could do. She was bloody cold and rude at the same time. They did not help to resolve my need, and asked me to go away despite I have an very urgent need and it was considered emergency. I then approached the so called " Customer service Officer" and the response was equally rude. He knew he could issue me a flexi ticket right away but instead he paired up with the front staffs and wasted my time even longer on purpose. They have no compassion, they do not understand English to be doing their jobs, they are ignorant. They did not offer me any useful, professional, helpful, high quality service neither assistance. I was truly disappointed with the ground staffs, and will NEVER fly MAS anymore. I urge people to consider flying other airlines which understand customer service and do what they say. MAS self-proclaimed that "MORE THAN AN AIRLINE CODE, MH IS MALAYSIAN HOSPITALITY", and sorry you don't deliver what you promised, and you are screwing yourself big time.

MH is truly a representative of a deteriorating standard and the nation, I used to fly MH and trusted the airline, even me as a regular, I have given up on this airline.

Hi, This Md Mukaddas Hossain from Darwin, Australia. I have booked my ticket last 30th of November at midnight and same time they deducted money from my account, but today is 11th of December but still I have not receive my ticket into my email. Last 11 days I have spoken many different customer service people and supervisor but no one could not figure out my ticket. I would like put a request to relevant authority or person to issue my ticket and send into my email. I honestly know that I am really tried to call Malaysia airlines and keep waiting for long time. Moreover, I have to fly on 15th of December anyhow, because I have booked my PTE exam on 18th of December. I really need to sit for that exam in Dhaka; otherwise I will be on big problem.

Note - Please issue the ticket ASAP and send into my email.

Regards

MD MUKADDAS HOSSAIN
[protected]@yahoo.com
[protected]
Booking Ref - X3Q3R

I bought a ticket to Philippine on Sept2016 and fully paid via online. received travel itinerary confirmation from M'sia airline on 4Sept2016. again, confirmation to check-in on 7Dec2016. My surprise came when i wanted to Check-in at the Counter on 9Dec2016 morning (4 hours before ETD). i was told the flight fully booked and i need to wait at Counter C18 for standby because M'sia airline oversold the ticket by 10% (this was related to me by the counter staffs). the staffs blamed HQ for intentionally oversold and hope 10% never turn up during the flight. to me this is the most dirty marketing tactic employed in any organization to save a few hundred but cause suffering to especially the passenger and counter staffs. so many unhappy faces at C18 that morning.

My flight from Darwin to Kuala Lumpur with Malaysia airlines was delayed witch mean I exactly missed my flight to Manila from Kuala Lumpur (this is connection flights). They then put me on the next flight to Manila and that would leave me to 1h in manila for my next flight during this 1hour I was supposed to collect baggage and check in again and go through security and terminal which any 10year old know wouldn't be enough of time but the desk at Kuala Lumpur and the flight attendants told me I would be fine and make it in time even though I insisted and said no. I arrive in Manila 10 minutes before my next flight witch mean I missed this one aswell. This is a separated flight (cebu pacific) that I booked but if nothing would have been delayed I would have had 5! hours witch is plenty of time in Manila before my flight to cebu. I went to cebu pacific in the airport in manila and thet told me I only could buy a new ticket for 9500 pesos! which I said no to since it's Malaysian airlines that have to stand for this and I didn't have those money. I then desperately tried to get help but no one would help me I then called Malaysian airlines via phone and the first lady hang up on me (really bad customer service)and the next one I talked with said he couldn't do anything since it's separated flights and therefore couldn't put me on a flight to cebu and no refund either for the ticket I already paid for from Manila-Cebu. All this after all delays, missed flights and stress Malaysia airlines put me through. I then after 2h as last option went to Philippines airlines and bought a new ticket for 5141 pesos which YOU shall stand for. I want a refund of those 5141 pesos into my account as soon as possible otherwise I'll shall go to media and court.

Booking id for Malaysia airlines: THNYAR
Ticket nr: [protected]
IATA nr: [protected]

Manila-Cebu with cebu pacific
Booking id:[protected]

My booking reference number is WHP25 and I received a email from Malaysia Airlines informing me that my web checkin was open for my flight scheduled from melbourne on 8th December 2016.

On trying to webcheckin I was not allowed to do so by your system. I called your customer care executive who could not provide any solution to my problem. The only answer was that it is a problem. The customer service was incompetant and not all helpful.

I had to spend my time and money(in calling malaysia) to get a simple web checkin sorted which even after spending half an hour on phone and trying multiple times online was not sorted. This is a pathetic case of customer service.

I am travelling with Malaysia Airlines for the second time but I am not keen on travelling again unless you provide me a solution or appropriate compensation for wasting my time, effort and money to use a service which I paid for.

I would like to speak with someone authorative enough to find a solution rather than talking about a problem.

If you really understand the term customer service, then please call me on +[protected] with a solution before my flight.

I am utterly disappointed that 166 passengers including myself, wife and 7yr old kid boarded for a 4.5 hr flight using a B737 plane.6 passengers per row 3 on both sides of the walk way
1. Firstly always my son was looking forward to his personal screeen to watch cartoons or play games but he was totally upset there were no screen because it was an old plane seat.
2.they gave us head sets to plug infor the mini screen that pop down what rubbish, the seats connection was not working for all 3 chairs.my son was so upset he refuse to eat and just wanted to sleep the journey.
3 the best part of the 4.5 hr flight was, THERE WAS ONLY 2 TOILETS FOR ECONOMY CLASS PASSENGERS TO USE.And when the food cart was there no one could walk pass it because the aile was too narrow.I demand a refund for th most horrible flight i have ever taken with MAS, or a compensation or else i am telling all my friends and relatives to take other Airlines but Mas, the reason we were given this plane was because they had over booked the flight so they needed to use this small domestic journey plane but still charged us the normal price, because the old planes had more seats.Almost every passenger with kids and elderly folks were complaining to the crew about this plane.How could you make us suffer for the journey, so that you make a profit, where is the customer comes first policy.You have a new CEO i urge you to get out of your fancy office and get down to the field and experience what rubbish you are talking in your inflight magazine.I want my compensation or i am putting my miserable flight on 4 december 2016 from kuala lumpur to taipei 945am flight.That aircraft is suitable to fly kl to pg because of the short distance not to international 4.5 hrs journey and nothings was working. Only relief was the wonderful crew who were really under pressure from the passengers who really kept their cool.Kudos to them.I will think twice of flying Mas again, what a rip off and really miserable experience, no wonder your previous Ceo quit less than 6 months.

Hi,

Travel date goes back to 14th November 2016, Flight No MH 0714, from Denpasar Bali to Kuala Lumpur.I was the passenger (Kobit Chettri).I did request the Flight Steward Azeer (male attended) if i can recall the name correctly however was very rude, since i am a vegetarian i requested him to serve me a veg Meal, i was answered no veg meal call up your agent who booked the ticket.He has had a similar argument with one of the passenger in regards to the service provided.Just wanted to let you know however for sure will never travel in the Airlines going forward and for sure will definitely will share the feedback to my colleagues & friends regarding the below average service you guys provide.

Regards,
Kobit Chettri
VCS ([protected])