Malaysia Airlines
Reviews and Complaints

Hi,
I mr avinash baheti was traveling with my wife ms kritika damani for honeymoon purpose from mumbai - auckland on 4th feb 2016 from malaysia airlines vide confirmation no - 7h6qxx & have my return on 18th feb 2016 from auckland - mumbai.

It was prior informed to the airlines & yatra.com about our meal to be veg, and we got a surprise that as the flight was moving from mumbai - india, despite of that they did not have any veg meals on board for the 16 hours long flight. We were told that sorry as your meals are not updated with us, we do not carry veg meals & we need to adjust with the fruits etc on board.

It was embarrassing that an airline like this have crew members who give such response. Also if this is a rule that they do not give meal to customers who did not mention their preferred meal, why dont they make a curtsy call asking their meal preference.

I am not sure if I would like to travel / return back with this airline after such response. Need to know what is it that they can do to rectify the same.

Please feel free to contact us on +91-[protected]

Dear Sir,
My wife and I booked our round trip tickets from Dubai to Penang, Malaysia by Emirates airlines and Malaysia airlines as per details given in the scanned copies attached. Our luggage was booked through till Penang. We had no problem with our forward journey to Penang on 28/1/16
Howeverwe wish to register a complaint with regard to our return journey. We are highly distressed and upset with Malaysia airlines for their callous attitude on our return journey. Our return flight was scheduled from Penang to Kuala Lumpur by Malaysia airlines flight MH 1149 at 3.35 pm on 1/2/16. On reaching the airport at 1pm, we were informed that the flight had been cancelled due to some technical problem and that we were accommodated on the next flight (MH 1155) scheduled to leave Penang at 5.35 pm. We expressed our concern that we may not reach KL on time to board our Emirates flight to Dubai(EK 0347) scheduled at 7.10 pm but were assured that there would be no problem as we would reach ahead of time.
However, to increase our anxiety the 5.35pm flight MH 1155 did not take off from Penang as scheduled . The flight arrived only at 6.05 pm at Penang. We voiced our anguish and concern to the Malaysia airlines ground staff who immediately contacted Emirates at Kuala Lumpur and assured us that all would be fine as they would wait for us. She further informed us that Malaysia airlines staff would meet us as soon as we land at KL to assist us in boarding the Emirates flight (EK 0347). The Malaysia airlines flight(MH 1155) left Penang only at 6.30 PM and landed at KL at 7.15 pm. As the ground staff had earlier apprised us, a Malaysia airlines staff was waiting for us as we alighted at KL. She gave us the shocking news that Emirates flight (EK 0347) had already left, but not to worry as we had been accommodated in the next Emirates flight at 1.10 am, 2nd February. She also confirmed the same in records in the Gate 2 room and advised us to go to the transfer desk for our boarding pass. At the transfer desk Malaysia airlines staff once again confirmed our seats in the Emirates flight(EK 343) at1.10 am from records . She informed us that the boarding pass would be issued by the Emirates counter on the fifth floor only 3 hours before departure i.e at 10.30 pm. We were hence given access to the Golden Lounge till 10.30 pm.
At 10.15 pm we set out to the Emirates booking counter and were aghast when Emirates staff informed us that to secure a booking on the EK 343, we would have to pay an additional MR916 for date changing. We immediately contacted the Malaysia airlines staff who were most uncooperative and said that they could do nothing about it and if we wished to travel, we had to pay this amount. Having no other alternative, we were forced to pay MR 916 to secure the date change ticket and thereafter the boarding pass.
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 that they would keep their word! If we missed our Emirates flight it is because of Malaysia airlines and their false assurance to us ! We hold Malaysia airlines solely responsible for inconvenience caused to us.
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 us for the ordeal we had to go through at our age of 60 years.
Awaiting an immediate response.
Regards,
Dr Arun Shirwaikar
[protected]@gmail.com
Enclosures:
1. Round trip ticket
2. Boarding passes and EMD receipts

I booked 2 tickets from delhi to phuket on 13th jan 2016. the flight number which i booked for was MH786 but when the itnery was sent to me was for MH790. I called them the same very moment but the office had closed by then. Then i went to their website and got an email from their([protected]@malaysiaairlines.com. I sent an email their and then called up their reservations the next morning. When i called their reservation they said I will have to pay 4000 per ticket to make the amendment whereas the fault was at their side. i also showed them the mail in which it say i was trying to book for MH786. I have attached the screen shot of the mail which came from them to complete the booking. This is sheer harassment. booking reference:x7gxj name: rohit yadav travel date 29th feb 2016

I cannot emphasise enough how disappointed I am with Malaysia Airlines customer service. Last month, 64 hours before our flight we contacted Malaysia Airlines regarding a different matter to be told our upgrade had been accepted. Much to our horror when we asked we were notified that they had removed $1400 ($700 each) out of our account without our knowledge! There had obviously been a massive mistake as we were under the impression we had only bid $70 each and could never afford this. When we attempted to contact Malaysia Airlines in a panic we were given absolutely no help at all. We requested on numerous occasion to be downgraded and refunded as there had been an obvious mix up and we were now left with no spending money but our pleas were ignored. We were notified that we could only cancel our bid up to 72hrs before, but also that you do not get notified that your bid is successful until 48hrs what kind of system is this? Due to this we have now gone into debt as we had to borrow money to live off of. I was warned many times not to fly with Malaysia Airlines but thought I would give the airline the benefit of the doubt...this was my mistake! On top of all this when we got to Kuala Lumpur Airport for a 7hr stop over we were told by your staff that even though we were told in Sydney we'd be allowed access to the lounge that this was not the case as our upgrade was only for the first flight. Your staff then informed us that they would put us up in a hotel but we would need to go to the ticket desk in arrivals to get the details etc. After going through immigration we turned up to the ticket desk which to our disbelief was closed for another 2 hours. When it finally did open we were then informed that actually we were not being put up in a hotel and so had been clearly lied to. I can not tell you how much stress and worry this airline has caused us. We saved all year to be able to afford this holiday and it along with our Christmas was ruined. You have now left us with no option but to take this further and we will be contacted Fair trading. I can not warn people enough not to fly with this Airline now. After all the troubles over recent years I would have thought as a company they would be trying to restore peoples faith and trust in their airline but clearly not.

I and my family had been travelling with your airlines since last year quite a few times and trust me it had been a disappointment since then. I have had to spend money in every small changes I had make to my itinerary. The final blow was when the flight mh172 for 4th of dec 2015 cancelled as it went non operational. I wanted to change it to a date in february 2016 and though it was your fault I had to pay for making those changes. I have had made up my mind not to use your airlines in the near future except for this one last time when my wife's february ticket to chennai had to be cancelled and I wanted the refund (Reference: xdxp6). This was the same ticket which I had to reschedule and pay for sometime back cause you guys cancelled a flight of your own. Guess what your policy doesn't allow me to cancel now or I will lose my money. This is utterly frustrating and irresponsible from a big airlines company like yours. Every request of your customers is being countered by your policies conveniently placed. I feel like I have punished myself for using your airlines. I have not even mentioned more than half of the trouble you guys caused me during my travel. It would be very nice of you if you can put some more effort in taking care of your customers and making their life easy while doing business with them not the other way round. I want to cancel my ticket and get a refund.

Report case number: 0140-01/2016 i’m hereby to write it an official complain with my postponed flight on 27 january 2016 from london heathrow (Lhr) to kuala lumpur international airport [kul] . I received a sms on 31/12/2015 that informed my flight mh001 which originally depart 2200 on 27 january 2015 had been changed to 1050 with mh003. Then I write in official complain on 3/1/2016. These changes is not just influenced myself but to all my family members, total 10 peoples based on 3 bookings numbers [kw7d7, k3c2p, wqg21] . If the flight is delay 1 or 2 hours, we might still be able to accept it, but now is totally postpone early or delay for 12 hours. This is really ridiculous and unacceptable. These changes intendedly had ruined my entire programme in london which I had booked all the visit tickets, restaurant bookings and transport fares for all 10 peoples as we originally plan in london. Your company arrangement had cost us very big loses and inconvenience and disturbance. We seriously very disappointed and very not satisfy with your company changes without any explanation to us. Moreover we didn’t receive any email about the changes; your company should officially send us an email to explain and notice for the changes with seeking our approval to change, but I just received from sms, how if I didn’t receive the sms and proceed to london heathrow airport in london on 27 january 2015 for 2200 flight? This is really unacceptable action from your airlines. We totally cannot accept the changes for the early flight on the same day due all our bookings had been made and paid. If we changes flight early, I must have a good compensate from your airlines as all expenses I had paid. When I call to your service center, no one entertain me well and put me to wait more than 1.5 hour, finally they just answer me rudely and tell me go back email to customer service. This really piss me off because I wasted my time as I had call several times. If we postpone for another day, it will be totally out from our allowable budget to pay another night staying in london for 10 peoples, and the rate of staying is much more expensive in last minutes booking. However until yesterday 6 january 2016 I still didn't get any waiting until cannot wait anymore, then I go directly to klia ticketing counter to raise my complain, but the supervisor there just told they can't do anything. They only can resubmit email to their hq and ask me wait. I then so piss off to ask them how long I still need to wait as my flight going to leave by 11 january 2016; today is 7 january 2016, seriously no feedback at all from mas. We are demanding a satisfy solution from your airlines rearrangement or compensate us by giving 1 night stay in uk heathrow airport while we arrange next morning flight. Seriously we are very very disappointed and very very pissed off of your airlines arrangement. I am seeking your immediate respond and solution to solve these changes, please ask your mas senior or management to contact me immediately at (+[protected]) or reply me in [[protected]@hotmail.com] . Thank you.

Dear sir please note the pnr :ww1rl, tkt no:[protected].. This is happens with the passenger who supposed to travel from manlia to dubai in malaysian airlines flight on 19th of november. She was on her short trip to dubai for a meeting.. But unfortunately the airline have canceled the flight with some reason. Even the return ticket also has been cancelled by the airline.. As per the iata rule when the flight has been cancelled by the airline, the passenger is entitle for the refund. But the airline denied it, there by the passenger have to take another flight to go back to his home country. There were a big chois created by airline at airport... When we contacted to [protected]@malaysiaairlines.com.. Ms s linda who is at your central reservation, she said her inconvenience of not refunding due to the ticket has been purchase from travel agency.. But when contacted to the local office at dxb.. They straight away told that it cant be refunded.. So please find the solution's

Hi, I had to cancel my trip with malaysia airlines (Bangalore to singapore, round trip, legn1) due to visa rejection. I was informed I will be offered a full refund as it is a visa issue. For this, I had to visit the local bangalore office (No.101a - 104a - cears plaza, 136 residency road, bengaluru, karnataka 560025). I went there and was told they will follow up with their main office and get back to me. They also claimed to be not aware of the refund process. I had submitted all relevant documents for the same. Its been 3 weeks and there has been no response from them. They don't even pick the calls [protected], 92, 93). On contacting malaysia airlines contact center, I am told I need to contact the bangalore office. On going there, they act helpless and then do not pick my calls or reply to my mails. I need a way to get my refund processed. This is becoming very frustrating. This is a simple case of refund being made complicated.

This is the bad experience I with malaysia airline, penang to london flight mh4 delay more than one hour make me miss the last train to highbridge that I already book and pay for. London to penang mh 3 flight delay again more than one hours, only 25 minute transit at klia and need walk from gate c to domestic take train. I arrive penang but baggage not arrive been told because too short time transit, and I asking when is the baggage will arrive, answer is "we have no ideal when will arrive may be next flight or other" this is horrible answer, how come such a big airline but no system for the baggage, even cant track when and which flight my baggage will arrive. I acceptable delay baggage but cant acceptable been told "we does know when is the flight will be your baggage"

Denied boarding on malaysia airlines flight no: mh 186 date : 04th dec 2015 sector : kaullumpur - bombay incident : I had confirmed booking on this particular flight to bombay but when we reached to the counter, your sales person denied to provide ticket claiming that flight is over booked and you need to stay back and provided seat on available flight next day. We have forced to stay at kl for one day which resulted in many losses for us. Desirable resolution:request for compensation monetary

My flight was delayed on the 2/12/2015 from Penang to Kl, the ticket i bought was for 1045am flight but it was scheduled at 1205pm and the flight arrived at 1250pm at Penang International Airport, so I reached klia at 230pm I missed my flight to Riyadh, Saudi arabia which was departed at 2pm from Klia. Approached the tranfer counter, counter was closed. After few minutes there was a lady staff attended other missed flight passengers. As according to her, since i made a split bookings, they cant do much and there is no compensiation. I went to see the duty manager oncall, he gave me a piece of letter saying the flight has delayed and so on, and stated the same reason that as per policy, the is no compensiation. Ended up, i stayed a day in kl and booked a new flight by myself. It was so devastating and frustrated. I just could not thank much for the experience! What would be your company action for this complain?

On the 26th August 2015 my parents were booked to fly from Istanbul to Sydney. But in July 2015 we received a notification saying the flight from Istanbul has been cancelled and moved to Dubai. I contacted the airline on my parents' behalf and organise a flight from Istanbul to Dubai. The flight from Istanbul arrived in Dubai at 1am and the flight from Dubai was due to leave at 7pm. For this reason the airline offered accommodation for my parents (wait longer than 6 hours). To the last day when they departed Istanbul I called Malaysian Airlines to confirm the accommodation, but It was "pending". I was told that a travel officer from Malaysia Airlines will wait for them in Dubai, and provide accommodation details. When my parents arrived, no one was there, the office was closed, we tried to contact the travel officer but there was no answer. Even Malaysian Airline staff from Malaysia tried to call him, but no answer. In light of this Air Malaysia said that if I book accommodation for them, they will reimburse it. Which I did, but I am still waiting for them to even respond to my emails regarding accommodation. I emailed them all receipts, but nothing yet. It's been 2 months now and just some automated email from their customer service line. What meant to be a 22 hours trip, transformed into a 4 days one, because the flight from Dubai was delayed and couldn't catch the connection in KL. Very disappointed with the customer service. Especially since I contacted them so many times before the flight, re accommodation, and after the flight, re reimbursement. I am still waiting to hear back from them.

Mh377. On 21. 10. 15 fr. Quanzhou to kl. Was cancelled. Rescheduled mh377 d. On 23. 10. 15. At 5pm. Did not leave until 6. 15pm caused by late delivery of food for business class. Arrived kl at 10. 20pm. I missed my transit to senai. I had to incurred extra rm402. 80 taxi fare n travel 3 + hours to jb. Mas did a disservice to me n 280 + passengers. I demand recourse

My flight to Kota Kinabalu MH2662 (depart : 18.10) was cancelled without informing me even during drop bag at the counter at 16.30. At 17.10, I saw a notice on the electronic board that the flight has been cancelled. I was only informed when approach the customer service counter at 17.30 that flight is now changed to MH2628 (depart :20.50). It is 3 hours delay. MAS should know 4-5 hours in advanced if the flight is going to be under load. All confirmed passenger should be informed earlier so we can have another option for going late to the airport

I am here to share my recent experience with malaysia airlines, india. Recently I planned a family vacation to singapore. We are total 6 travelers. After all the searching, I finalized malaysia airlines for this trip. I was getting some low fares on some low cost airline carriers and also malinda airlines, but I finally chose mh over others. I booked the tkts thru mh website, while booking the tickets, for my mother, accidentally I made a mistake in one character in her first name. Also, I was unaware that my mother's passport does not have her surname. So I also booked the her ticket with surname. Rest of us have the surname in our passport. I didnt realize the mistake about surname until I approached the mh office in new delhi, india for the correction of one character mistake. The mh staff told me that one character could be changed but since the passport does not have the surname and ticket was booked with surname, they cannot make the corrections as this will also require to remove the surname to avoid any issues while immigration. They told me that since this a special fare ticket, changing passenger name is not permitted. The solution suggested by them was to cancel the ticket and issue new one. The cancellation charges are 80% for this fare ie $300 cancelltion charges. I proposed to pay any name change charges, if applicable. But still they said no. Fine. But I am not changing the passenger, I am just asking for the correction. I also told them that they can match the passport number given while booking against my mother and the passport I have with me. The passport number is same so it clearly verifies that its the same person. But still no. Also my return ticket was not special fare, so at-least correct the name on that. Also the cancellation charges are much lower for regular fare. But they said that the most stringent rules will apply on the entire ticket. But this is nowhere mentioned on the fare rules written on the ticket print out. At one place on fare rules it says 'changes any time charge inr 3000 for reissue'. They said this means changes in date but not name. Wow. So why they clearly write 'changes in date'. Doesn't the airline knows english or what. After numerous mail exchanges / calls and escalation for over 15 days, I was always told that this cannot be done. I was given all the excuses like mh airline policies, iata rules, aviation rules, immigration rules and what not. After asking for further escalations, I was given the mail id of global customer contact center in kl, malaysia ([protected]@malaysiaairlines.com) and just imagine, to my wonders, I got a reply that this will done at a change name fee of myr50 which is only $13. How! What happened to the various policies I was told about? I again called back the representative whom I was talking to earlier. She said may be the malaysia people did not understand the issue properly and asked me to forward the mail. F***k off. I called the mh call centre at [protected] within malaysia or +[protected] outside malaysia and the issue was resolved in just 10 minutes of call. And I was harassed for 15 days on this pity issue which could be resolved in 10 minutes and at a cost of $13. My question is, if this was doable, then why did not the mh representatives in new delhi do it. Why they were forcing me to cancel my ticket? Either they don't know their job or may be this is some way of increasing the branch revenue. Whatever their reason may be, ultimately its the malaysia airlines image which is getting effected. All of my co workers and close friends are aware of this issue. Mh must understand what image of mh they are going to have in their mind. Wlill they use malaysia airlines? Maybe, but mh will be their last choice. Such harassments does not only effect one customer, but I also the entire social network of that person. The most powerful and cheapest marketing technique is 'word of mouth' marketing.

I was travelling from kuala lumpur to new delhi on 19th sept on mh190. My bag was opened and all the clothes and my stuff was disarranged. The perfume bottle was all opened and cover was torn. 2 sets of earrings were missing, 1 new perfume packed, 1 pair of slippers and my brand new top which I bought from malaysia.. The lock of my bag was also broken.. This is terrible. I never imagined that travelling with such a reputed airlines would give me such terrible results.. Totally disappointed.. My family usually travels by this airlines very often but now I would make sure that they don't use these airlines at all.. My details are below: flight : mh190 pnr no: wnhdj date of travel: 19th sept 2015

Flight reference no. lbcwn
Date of travel 23/10/2015
Flight name mh126 and mh 172
I booked a return flight with malaysia airlines through my agent from delhi to perth.
Few days back my agent said that the flight have been cancelled by malaysia airlines. I requested him to book me in another flight as airlines offfered free reschedule. he informed me that instead of my original stay of 1.5 hous, I will have 20 hours stay. due to personal issues and medical problems, I cannot afford that long stay. I requested him to book any day flight with less stay. but he informed me that malaysia airlines offer only 20 hr stay flight. I requested to get back refund and my agent said that airlines have declined the request of refund. I called malaysia airlines customer service and they said they are happy to refund half of the paid amount but they will only talk to my agent. my agent has called them more than 10 times and they have regularly declined the refund request. I am so frustrated that I will have to pay 35000 inr to book another flight and malaysia airlines do not accept its responsibility of negligence and un professional behavious. I paid inr 56000 and I need to get half of the amount which is inr 28000 back as soon as possible to book a suitable flight. malaysia airlines is providing a poor customer service where they said they wiull refund my money but they cant give me a written response so that my agent can resolve the matter

1. Yesterday 10/9/2015, I was on mh 0759 from sgn to kul. The plane was a boeing 737-800. Maintenance of seats and upholstery were poor.
2. There were only 3 cabin crew in economy class (Instead of the usual 4) and only 2 of them were handling 1 trolley serving the economy class passengers. Due to the reduction of the number of cabin crew, the service speed and quality is suffering as the cabin crew are unable to cope with the multiple requests of the position crew. Pathetic!
3. The food/snack served on this asian route was cold sandwich (Chicken or tuna) with a small cookie served in a cardboard box! What an insult to the passengers travelling in a full-service airline!. How inappropriate!
4. The hot water boiler at the rear of the aircraft was out of order and the poor cabin crew had to dash to the business class compartment to serve passengers hot coffee/tea! Poor maintenance!

This cost reduction in cabin crew numbers and food quality, food portion and cutlery are not reflected in lower airfare. Certainly, passengers paying full service fare should rightfully be entitled to full service treatment in service quality and food & beverages. This is not so with mas as its service and standards have deteriorated and they are behaving like a budget airline.

I have spent many hours filling out survey forms that mas sends to me after a flight but sadly, there is no corrective action taken and no feedback.

Mas customer care is simply ineffective as complaints I have made in july 2012 remain unresolved and the person handling this case no longer replies to my emails with my recent emails being undeliverable as shown below - malaysia airlines - gts880-04/2012/ks.
"delivery has failed to these recipients or distribution lists:
Sitikhadijah. [protected]@malaysiaairlines.com" this person is totally ineffective and should be relieved of her responsibilities!

I was on flight mh 2616 travelling from kuala lumpur to kota kinabalu on the 16 august 2015 at time 1315 hrs. I was seated in 26a with my friend beside me. I would like to complain about 2 rude stewards namely thavasilan manoharan staff number 1179191 and sebastian isa anak apil staff number 1176199.
The incident was when the food was served and no drinks were served at the same time. After about 15 minutes I requested for a drink. Steward sebastian said to me the other steward will serve me, at this time he was also serving food and the drinks were near to him. After a few minutes, I noticed the other steward just ignored to serve me and by the time I felt very uneasy and asked again. Sebastian gave me the drink by then I was angry and voiced out my utter dissatisfaction. Steward thavasilan, then said to me in a high tone of voice with arrogance and told me that other passengers are also waiting and he has to serve the ladies first and told me to be patient. I was not convinced and was angry by the way he answered me. At this time he took his own time then to serve me with another drink. I told him I dont want a drink out of anger and disgust with the bad treatment towards me.

All time problem could had been solved if my request was met, instead these 2 stewards let the problem boil up to a tense moment. I then complaint to madam ursula the lead stewardess she gave me a complain form. I handed over the form to the kota kinabalu mas staff counter. Until now I am still not notified about any action taken on these 2 stewards. Madam ursula told me I the mas office will notify me within 2 weeks of the action taken.

Thank you.

I had called malaysian airlines, regarding my parents flight, on friday, 14th aug to enquire regarding rescheduling or cancelling the flights.
I was given information regarding rescheduling penalty and I was also told that there will be a 30% cancelation fee in case I decide to cancel the tickets.
Based on the information I decided to cancel the tickets and have booked tickets for other airlines as per my convenience.
However, when I called back to cancel tickets on 16th aug, I was told that I am not allowed to cancel.
I had to do a lot of calculations to decide the cheaper mode of transport and now if the tickets are not cancelled I will lose a lot of money.
I cannot be made to lose money as I acted on the information provided to me.
My family has been using malaysian airlines for some time now and I would be utterly disappointed if I am made to suffer for the ineptness of misinformed staff. I have been contacted by the concerned staff since then who has apologised for the mistake but her supervisors have shown no attempts to help me.
Utterly disappointed with the way I have been treated.