Malaysia Airlines
Reviews and Complaints

On the 10th of July 2016 I was on flight MH2521 from Kuching to KL with my daughter. I had a connecting flight with Saudi Airlines but was unable to check through my luggage as it is a different airlines. The filght STA was 1615 but ATA 1622. Due to the fact that I have to recheck in my luggage I missed my flight with SaudiAirlines. The ground staff and officer Halmy Baharudin was extremely rude and unprofessional handling my situation and misfortune. I had to pay extra for a new booking not to mention extra money for hotel to sleep as I have a daughter to take care of and comfort. I know you are of different company but I am a customer and have a next flight, why is it you choose who to help and inform the next flight of our delay or connecting flight? I was informed that that that another customer manage to catch his flight because MAS airlines infromed another airline that he is delayed with his flight. Why can't the company co-share with the other flights to give the best flight experience to the customers to prevent baggage issues and problems and to not waste extra money on other unexpected things such as hotel, food and transport. What if I don't have enough money on me or have no help around? What will my daughter and I do before our next flight out? There are many issues to consider and this was a very stressful and horrible experience in my own country and own airlines. So please prevent this issue in the future and fix the problem.

Hello

I had a nightmare experience with Malaysian airline. I booked online from Jordan to Auckland, New Zealand via Malaysian airline. I was asked to pay extra charges for some over weight in my first leg and then I was suprised again in Kuala Lampur asking me to pay $550 additional charges for 10 KG. I had not enough money and they were no help. I called customer service very poor service reply and no help at all. I had to leave 10 KG of gifts in the airport after trying and trying to seek help but no luck. I really dont recommend this airline to any one at all taking the facts that their service is very poor besides charging me when I booked online an insurance intended only for Malaysian citizen without prompting me whether I would like to buy it during the booking process.

Flight reference N*MH0853.
I traveled with my family from Vietnam to Bali with stop in KL on 29 June 2016, when we arrived to Bali and got off the plane, after 10 minutes I realize that we forgot the camera on the plane. I was very quiet because we were the last to descend and I thought the staff would return the camera.
I went to talk to customer service, they sent me to Malaysia Airlines in the first floor of the airport and then again the customer services of Garupa Angkasa to which they answered me " the plane took off back to KL, sorry "
We were sitting in row 21 A-B-C-D and my husband 22-A, in front of us a family from Hawaii that we were talking all the time.
So, nobody only the airline staff may have found the big camera Cannon in one black bag with all the cables and my last pictures.
I'm very upset about the actittud and the lack commitment to passengers.
I hope to recibe an answer about this ASAP!

Booking ref: k35cw

To whom it may concern

We wish to lodge our request for a full refund of the booking reference number k35cw.

We booked online on 21 june 2016 for return airfare from melbourne to kl on 23 june 2016 returning on 28 june 2016 because we just received distressing news of my mother passing away. Your booking system accepted our booking even though our two children passport was going to expired on 7 december 2016. At the check in counter, the staff processed our baggage and boarding pass and never once mentioned that our two children cannot travel. Only at the boarding gate that your staff refused to allow us to board. These are the issues that caused us great pain: -

1. It is obvious that your system did not stop the customers when they book online.
2. Your check in counter staff also failed to inform us.
3. No compassion was shown by your staff towards our bereavement.
4. Our children did not get to see their grandmother for the final time.

We therefore feel that your airline has not perform it’s duty of care towards your passengers as such we hereby formerly request for a full refund of the airfare we paid.

We await your reply to this matter.

Regards.

Yours truly,

Mun swee hooi

What a disgrace of a service, having used mas for 20 years this takes the biscuit. I booked a "promo" flight to melbourne from singapore for a wedding... When searching flights the website reset to the original dates and I booked without looking (My fault I know) but on compassionate grounds I tried it change.. After 2 weeks I gave up listening to the excuses that I couldn't.. Having accepted it was never going to change I booked a new one way flight and looking to use my return flight... When I called today to get the green light, not only was I told no and I would have to lose the complete booking, I was laughed at by the call centre lady (who wouldn't give her name)... Once I asked to speak with her boss, she put me on hold... After 5 minutes she came back, unheld me and put the phone down... A complete joke or an airline now...

Dear mas,

I'm very disappointed with the service provided by mas. I was flying with mas mh1286 from kl to ktn and never experienced such a bad service from the cabin crew! He is the captain / supervisor / head of cabin crew (A big size indian guy with spec). There is a bad attitude, rude and impolite from this head of cabin crew! First of all, we fly from xia men to ktn and transit in kl! There was blanket provide to all economy passengers by mas (From xia men to kl) and the cabin crew (Mh 391) allowed us to carry on the blanket. While when we transit from kl to ktn (Mh1286) , there was no blanket provided to passengers in economy seat. When we touch down in ktn and the head of cabin crew from mh1286 using very rude and impolite way to require us to return the blanket. We have try to explain to the head of cabin crew and guess what we get? He scolding us 'biadap' and yelling to us will call the security guard (The way he showed to customer is want to fight us). Is this the attitude mas provide to the customer? If the blanket is not allow to carry on then why the head of cabin crew didn't use a polite way to ask us to return? He is the head of cabin crew and didn't show the polite manner to customer. Will all the cabin crew follow what he did to customer? Lastly, we will never fly with mas anymore! Such a bad service from the head of cabin crew!

I am writing with the way my baggage has been handled for the past 7 days.
I was flying from Auckland to Mumbai and when I arrived in Mumbai I noticed my baggage hadn't arrived.
I went to the missed baggage counter and the people on the counter were not even ready with the forms . They were searching them all over.
We managed to finally get it sorted and were told we would receive a call in the morning. I was waiting till late afternoon for the call and when I dint receive a call I called the number I was given.
The person who was handling the call told me the bag would arrive on Thursday, but it dint. Again I received a call saying it would come on Friday and surprise surprise it dint turn up. Then I was told it was gonna come on Saturday flight but I have just received a call saying it is now gonna come on Monday.
I am absolutely dissapointed at the way they are dealing with this . I am on a short visit and flying back next week and hope that my baggage arrives before I fly back.
As for the compensation they have been very stingy and offering me use 60$ .
It is ridiculous ..
I am an enrich member but have decided never ever to fly Malaysia airways...the most crapiest customer service ever provided...

This is the fourth time now that we have booked the seats in row 11 where you have more leg room and more room to move about... I have 4 prolapsed discs in my back and one disc herniation and I need to be Able to move more freely other that getting pinned in the normal seats especially when other passengers lay THIER seats right back giving me no room... On the flight today, there was a mother and a toddler, the others were fit and healthy.. I'm not impressed considering we try and get these seats as early as possible... I'm done now with Malaishian airlines, I'll fly Thai, Jet Star or any other that will treat me with some respect and courtesy...
We are off to Bali in July and there is no way in hell I will use Malaysian ever again.. I might add this was our fourth trip and I'm sure there will be many more.. Not a happy customer at all

Hi I was booked to fly out of malaysia kuala lumpur on the 1st of oct 2015, at around 10.30 flight to Melbourne. ..however upon check in was told flight isover booked and we were later booked to fly out on the 2nd of october at 23oohr flight to Melbourne. ..
Could someone please confirm that in writing that this was no fault of mine as Ihad presented myself at the check in counter on the first...October. ..
I have some insurance travel insurance issues with this travel times and they need a confirmation from airline out lining the details of my delayed departure. .

My name is Nazir Hussain . D.o.b 9.4.63
Family...shafina hussain Mrs
Chld... Fareez arfaan hussain
Farhaan zahin hussain
Zafreen zahra hussain
Falisha hussain

Your attention into this matter will be highly appreciated. ..

Kind regrds
Nazir hussain
+[protected].

I would like to express my disappointment on the online system check-in for Malaysia Airlines. I check-in online on 14th Apr 4:55pm for flight MH759 from VN-KUL departing 16th Apr with seats 20E & 20F, 21E & 21F. However, when we dropped our luggages and print our boarding pass at VN airport, our seats were changed n my wife & children had to seat split/separately with us. The reason provided was due to other tour group had check-in earlier and they wanted to be seated together.

We have been using the airlines for many years and had been very loyal to Malaysian Airlines. My booking reference: K9NEH . Please follow up and would like a reply on this matter. Thanks

We were flying from Bali to Germany with a connection in Malaysia then Vietnam on October 2015. We were in Kuala Lumpur, Malaysia and the lady of the counter after checking all of my boyfriend (German) and my documents asked if I had my return flight from Germany to Mexico (I am Mexican), I didn't have it at that moment so she said my passport was a problem and she wouldn't let me take the flight. We asked her for the manager to come, his english was hardly understandable which I found unbelievable due to he was the manager, he offered my boyfriend to take his flights and go home while I felt totally humilliated (meanwhile some other girl was checking every page of my passport which made me feel embarrassed by the way she was doing it, what was she doing there anyway?) and I needed to change my next flight and buy a return flight from Germany to go home to prove I wasn't going to stay in Germany, eventhough I was only making a connection in Vietnam, they even asked if I had money to pay the VISA to enter Vietnam when you don't need one if you are just passing by, anyway... they weren't going to help us in ANY way, we missed our flights, my boyfriend stayed with me and we called the German embassy and they solved everything by calling them directly and making them give us new flights for the next day so we just had to spend the night and had the worst experience with an Airline so far.
Speaking about the flight, oldest planes, they still have those credit card phones with zero technology, the seats are dirty and broken, everything looks like is falling down, so uncomfortable and unpleasant experience in every single way.
Never again.

Hello this is Aslam.We have been flying with Malaysia Airlines most of the time and we cannot believe the utter deterioration in service. We always praised the airline but not anymore.

Last year my mother in law came through MAS with wheelchair assistance and immi assistance, never had any problem. She wil travel back bangladesh on 9th april, hopping she won't have any problwm either.

But im extremely disappointed the way MAS treated my mom who recently came to melbourne. When i booked flight( MH 103, MH 149) i made clear request to have wheel chair and immirgration assistance. My mom 70+ yrs old, first time traveling alone, doesnt Speak in English either, she really cant walk property due to aged and she is on medication.

1st scenario, my mom travel 25th march, when she approach airlines crew, they failed to provide wheel chair and no assistance what so ever. Therefore she had to walk, stay in que to board aircraft.

2nd scenario, when she get off the aircraft in Malaysia, no one wait for wheel chai assistance, neither help her to get into other gate for connecting flight. Imagine for old lady cant communicate with other, luckily she found other bangladeshi couple who helped mom to show the gate. She board aircraft without needing any assistance from any malaysia crew. More drama happenedwhen she off at melbourne airport. Same scenario happened no assiatnce in melbourne airport. She dont know what to do. She lost path, therefore a security guard have found her and take her to the immigration. Ince she pass immigration. Again issue with luggage checking, she had to wait almost 2.5 hour standing. In the que. She felt like crying as she cant walk anymore. I had to speak with AIBPS, as well as menzies australian airport support to get update on my mom arrival. When she came out after 4 hours later. She hug me and start crying.

This is absolutely unprofessionalism, disgraceful, unacceptable. This situation could end up with major accident due to her health issue. Apology not acceptable.

Whilst travelling from MH123, we were served a meal that was promptly collected before tea/coffee was served. The tea cup was collected on the meal tray without being told that you needed to keep it. When the air stewardess offered tea and coffee, the air stewardess complained that I should have known to hold on to the cup. She then proceeded to take a cup from SOMEONE ELSE'S USED TRAY and served tea in it. Naturally I did not drink from it. It is a disgusting practice when you pay hundreds of dollars to fly on a plane, and the air stewardess DOES NOT PRACTICE BASIC HYGIENE. Both rude and disgusting!

I travelled with malaysian airlines together with 3 other adults and 3 young children. It was the worse flying experience I have ever suffered. The flight was cancelled days before departure but we were not advised! When we arrived at the airport (Sydney) we were required to wait some 7 hours for an alternative malaysian airlines flight. When we arrived at kuala lumpur we discovered that we had missed our connection (Another malaysian airlines flight). We were then required to queue for several hours at a malaysian airlines 'service desk' to get overnight accommodation. We were then required to queue for a further hour to board a coach to take us to a hotel.
The next day when we returned to klia to board the next flight we found we had been allocated seats scattered around the plane such that the three children (Aged 3, 6 and 8 years old) were all sitting away from their parents!
Does this sound unbelievable?
Sadly it gets worse! I complained to malaysian airlines and I received an automated response stating that I would get a response. That further response never arrived so I chased them up and again got no response – other than the automated response! I then sent them a final request and guess what – other than the automated response I received silence.
This has to be the height of disrespect and total disregard for customer service!

Hello, this is prashida Gopali, one of the regular traveller with malaysia airline. But i am really disappointed with the service today . as my mother in law was traveling ktm via Malaysia airline from Sydney MH140 on the 6th and 7th march on MH 114 and it got re-timed, i got the mail 2 days ago before the departure, and she had the transit of more than 14hrs but you guys don't even provide hotel or lounges for the elderly ppl who cannot even speak English and who is on medication.
I did tried to talk with the staff here in Syd and also with staff within check in, they couldn't do anything about it. Really poor service, apology not accepted. NEVER TRAVELING WITH MALAYSIA AIRLINE AGAIN. THANK-YOU

Dear Mr. Christoph R. Mueller,

E-Ticket Number: [protected]

I have always regarded MAS as honourable ambassadors of Malaysia and a national airline that every Malaysian can be proud of.

I have thought that after the crisis of the twin air disasters and the urgency to revise the corporate structure of the national carrier,
MAS will once again emerge as a contender in the global airline business and be ranked among the best in the world.

However my hopes were brought crashing down following my recent bitter experience with the MAS call centre. It was a shabby
treatment of a customer who has up to this point, kept faith with MAS.

I phoned the MAS call centre to enquire about my open tickets. Each time attempted to get in touch, my calls were abruptly cut off
after I had to endure an average waiting time of 20 minutes at each attempt.

Finally I managed to get through the call queue and I spoke to a female call center agent to reactivate my open tickets. She asked
for my booking number then put me on hold for 12 minutes. She then hung up on me! Now that was a dropped call by the agent not
the customer for no apparent reason!

I called again and had to wait for another 20 minutes. his time I managed to speak to a man by the name of Hisah. I requested to speak
to the manager. Hisah told me that the manager won't speak to airline passengers. Also he told me bluntly to call back the next day.
I then told him of my wanting to make a complaint about the poor service level and unnecessary delays in getting through the call center
queue. He nonchalantly told me to go ahead to make a complaint!

By that time, my patience was already exhausted. Hence now, my writing to you to highlight that something is seriously wrong with the
call center staff of MAS. In other call centres, the standard of service is randomly vetted by supervisors and authorised staff from time
to time in order to monitor service levels and appropriates responses.

I'm truly disappointed that all my attempts to enquire and discuss on the fate of my MAS open tickets have met with frustration, technical
glitches, deliberate attempts to delay waiting customers forced to hold the line and downright rude responses from unprofessional staff.

MAS customers deserve better in order to drive the airline forward in these challenging times. Besides the recent corporate restructuring
exercise, I'm sure there is much work done behind the scenes. Unfortunately, the lack of able personnel is rearing its ugly face right at the
front line which reflects poorly on the MAS.

Despite all the challenges and struggles faced by MAS, it should not forget a fundamental principle of its success. My recent encounters
with MAS call centre staff has now led me to question: Whatever happened to Malaysia Hospitality?

In competitive business world, there is no place for arrogance. What is lauded today can easily become yesterday's news should the
business lose its focus and lose its competent personnel.

I demand that MAS re-look my case and grievances seriously. Should I not receive a reply within two week, I will write a letter of complaint
major newspapers, republish it on social media and circulate to the board of directors of Khazanah National and the association of airlines.

Please find attached the E-Ticket Number [protected] for your attention.

Thank you for your time and I hope to receive an appropriate responses as soon as possible.

Sincerely,

Tunku Suleiman Bin Tunku Abdul Rahman
E-mail : [protected]@gmail.com
Mobile: [protected]
Batu Feringgi Beach,
Batu Feringgi, Penang,
11100 Malaysia

We have recently travelled with Malaysia Airlines for the first time & I have to say never again. We booked the Malaysia Airlines flight purely for the flight times – no other reason & we had an eight hour delay, which totally ruined the start of our holiday as we lost out on an entire day of our holiday. If we had known of the hassle & issues that lay ahead we would have categorically booked it with a different airline.

My husband had received a text message early on Christmas Day morning from an unknown number stating that our flight had been delayed. We called Expedia – who we booked our holiday through - & advised them of this. My husband was then put on hold while Expedia called Malaysia Airlines to check. Malaysia Airlines advised Expedia that there was no delay on our flight & it was maybe a scam & to ignore it. Following this conversation, we left home at 4am for our three hour journey to the airport, only to find that our flight was in fact delayed. I think that you need to address the lack of communication within your company and also between yourselves & those who sell your flights, as this message should have been conveyed to all. If we had known this, we could have stayed in the comfort of our own home & left later on in the day.

We were handed a leaflet & advised that we could have use of a hotel room - which we appreciated - so that we could try & catch up on some sleep before our long journey. However, after some not very nice breakfast, we made our way to our room which was horrible, dirty & stunk of stale smoke. We were so shattered that we didn’t complain as we just wanted to get some sleep before the long flight & we assumed that the Holiday Inn were using the rooms that they had available, so we guessed that we probably wouldn’t be able to move rooms anyway.

When we came down to have some lunch we were told that they had stopped serving 20 minutes ago & we couldn’t eat. Not a single member of staff had mentioned any timescales when we’d checked in or when we were seated to eat breakfast & nowhere on the meal vouchers that we were given did it provide any times. So we had to buy ourselves lunch when we arrived back at the airport.

Once we arrived in Kuala Lumpur we had to literally run through the airport to catch our connecting flight, which we made by the skin of our teeth. All this extra stress certainly further tainted the start of our holiday.

On our return flight, we took off late & then we were told once on board that the flight would be another two hours than expected – with no explanation.
We found the cabin crew on both flights – particularly the return – rude & un-attentive. We have flown with many different long-haul airlines & we’ve never experienced service like it.

The cabin crew were in & out of the overhead locker above where we were sitting, taking our luggage in & out to get some bags & then shoving our luggage back in. They also kept standing on the side of the chair to get these bags – this continued throughout the flight, which I just do not feel was very professional. I did not appreciate someone constantly moving our luggage in a less than careful manner. At one point a gentleman sat in front of me was hit in the face by a bag when a member of the cabin crew was taking a bag out of the overhead locker, this is totally unacceptable.

i flew from kualalumpur to sydney few days ago and upon arriving in sydney found out that my baggage was missing. I rang so many numbers which was never answered. I rang malaysia, Philippines customer service, sydney office and given 10 different numbers. The service of malaysia airlines is disgraceful. The ground staff promised me that my baggage will be delivered at 10:30 am, then 5 pm, then 7 pm but never arrived.

never again the worst airlines

I am truly disappointed with mas airline! I bought a flight ticket from kota kinabalu to kuala lumpur on 14 february 2016 at 8pm. This ticket was purchased in dec 2015. Until today, when I check-in the air ticket, I realize that the flight schedule has delayed from 8pm to 9.20pm (Which mean I will be arriving to kl by 12am). Since december 2015 until now, mas airline never inform me that the flight has been delayed / re-timed. Mas airline should inform me in advance and not changing my flight ticket quietly. They should send me an email or text messages to specify that my flight time has been delayed or re-timed!

I hope mas airline give me an explanation. All the while I am supporting mas airline but this round they have really made me pissed-off!

It was a very happy occasion after been back to Kuching for Chinese New Year after 21 years. My cousin need to go back her hometown at Labuan after that therefore I have been booked on behalf for one way ticket from Kuching to Miri by Malaysia Airlines as per details given in the scanned copies attached. (Booking No. X0W74 / Ticket No. [protected] / Flight No. MH3802 /Departure Date & Time: 11.02.2016 8.20pm)
She had arrived on 11th February 2016 (Thursday) to the Kuching International Airport for the flight that supposed to depart on 8.20pm. Once she checked in there was nothing / info from the MAS staff until my cousin found out that the plane that she was suppose to get on is CANCELLED. Then all of the passenger went to the counter to ask for the reason; what they reply is “The is a strong wind at Bintulu Airport that makes the plane unable to stabile to take off” Therefore it had been re-scheduled to the next day morning at 6.30am. MAS did provide the accommodation and meal due to the cancellation but my cousin didn’t want to stay alone at a stranger place without accompanied by known person. So we go there and bring her home.
The next day 12th February 2016, we send her again by 5am. The MAS staff at the counter inform the passenger that the flight status is unknown until further notice due to there is a technical problem on the plane therefore it cannot take off. Of course all of the passengers are very frustrated and angry on the status for some of them need to attend the meeting on the day and some have to connect another transport / flight for back to their hometown. The worse is when the passengers asked about compensation; what they get is there are NO entitlement for COMPENSATION for the flight delay. The MAS staff at the counter was so furious after been asked by all the passengers, therefore he stood up and said angrily “I DON’T KNOW A THING ABOUT THIS AS I JUST COME IN TO WORK!” We may understand on his feelings and his situation but in this service line shouldn’t he reply that he is really have no idea about this matter but will check and get back to them instead of react un-professional way. However, you should understand the passenger awaiting feelings on the uncertain time to go back their hometown / destination. Then, the counter asked the passenger go to look for the PIC at the Office; sadly there was nobody in the office and when they found one, the staff asked them back to look for the counter. Over 6am, we have been informed that the flight will depart at 11am. They were provided a breakfast by then. My cousin were informed to get into the Gate and wait for the 11am flight (it seems like it will depart on that time). Some of the passenger gave up and booked another flight to go for their destination. Imagine how could you compensate on the loss that they missed-out of the urgent meeting that been arranged.
11.00am, they still unable to get on any flight. They were informed that the plane is in repairing status. Therefore had been re-scheduled to 2.50pm.
On 3pm, my cousin called us to report that she haven’t get into the plane yet. The most shocking news is their staff told them that there is no flight to Miri at this moment and let them go for Mukah flight and yet it is not connecting to Miri. Few of the passengers looked for the Manager but the PIC still didn’t show up out after the request.
Instead of letting her waiting without knowing the status, I called MAS Helpline. How disappointing that the helpline operator said they don’t know much about the further detail about that flight and said if wanted to asked for compensation had to look for the counter at airport there; NO USEFULL INFORMATION GIVEN ON WHOM SHALL WE FIND & NO CONTACT NUMBER TO CALL AT.
You have right to retain them inside the Gate without inform them on the status of the flight. They are human, they are not deserve to be treated that way. How would you feel if you buy a ticket worth RM 300 and waited without a certain time given? From 8.20pm to the next day 6.30am. After that from 11am to 2.50pm then to unknown. How would you feel in their shoes? Malaysian airlines has behaved in a highly irresponsible manner . The treatment meted out to us is grossly unfair. The least we could expect from a reputed airline like Malaysia airlines is they would find a solution by other flight to send the passenger back or compensate the passenger so that they can book / buy another option to go back their hometown or destination.
In the light of all the aforementioned facts, with the accompanying attached scanned document evidence, we expect Malaysia airlines, as a responsible airlines to refund the amount and compensate the ticket fare in full amount.
Awaiting an immediate response.

Regards,
Willy Poong Hui Lee
[protected]@gmail.com