Malaysia Airlines
Reviews and Complaints

I recently took flights from london to bali via kuala lumpur, where my baggage failed to make the final leg of the journey. Unfortunately I had yet another ongoing flight with another airline and a long road/boat journey.
I was stunned to be told by malaysia air that my luggage would not be forwarded to me and I would need to make the trip to collect it myself. Having paid for a business class ticket I expected to be treated with respect and good service.
My luggage will shortly be arriving at another airport without being met - then will be taken to 'lost and found' malaysia air staff show an amazing lack of concern or interest. I will now be paying for a private company to collect and transfer my luggage to me.

I flew from shanghai to darwin on 28 june but did not receive my suitcases until 2 july - 5 days later! I had to cancel several meetings because I literally had no suitable clothes to wear. The malaysia airlines rep did not offer any compensation nor could she answer my questions regarding compensation. Questions about the reasons for my undelivered bags or their location also went unanswered as I was handed off to another company, menzies aviation in darwin, & they could not provide any information either. This is just not good enough nor is it professional or secure for passengers to be separated from their luggage. What compensation are you going to offer me?

My mother at 60s, my wife and my new born (4 months) baby travelling on mas dated mh1253 on 20th march - mh 386 on 21st march from aor to kul to pvg was receiving terrible service.
First, the flight was rescheduled without proper information and made 6.5 hours waiting in klia airport (Midnight) and causing my baby do not have sufficient milk powder on hand carry luggage. Asking for helps and was informed by officer of mas in klia named & ldquo;wan ifiera” that the company don’t have budget to assign anyone to provide help and asking my mother, my wife and the baby to go to claim the check in luggage themselves if they need to retrieve their milk powder.
Furthermore, they found one of their luggage was not in klia already which take 3 days to deliver to our resident site in chiba after arrival without further apologies or arrangement of helps.
My question:
1. After reschedule on mid night flight which would be tough for passenger, why not proper arrangement to assist them
2. If it is true that mas don’t have budget or personal to provide basic assistant to the passenger particular the oldies, mums with baby?
3. I tried to feedback this to mas via their feedback column and giving 2 weeks for them to contact me on this matter but nothing happen
I’m sad as malaysian who always promote mas as our home nation flights but myself was humiliated by their services.

I arrived at charles de gaulle airport from the philippines. On 31 march 2015 aboard mh0020. I later discovered that my rimowa chech-in luggage was damaged beyond repair. There is a certificate issued by l' epėe de cuir, a shop referred to me by le bon marche. There is an outstanding 5 year warranty but the damage sustained by the improper handling is beyond repair. Malaysian airlines should pay for the value of my luggage.

Me and my wife were on our way to bali denpasar via kaula lumpur from mumbai. They flight got cancelled from kaula lumpur to denpasar. From mumbai the airline counter assures us a hotel stay in kaula lumpur for the cancellation of the flight.
On arrival to kaula lumpur at 9pm after sitting around for 1 hour finally our turn comes at the counter. The person at the counter Ms arzalita airport operating agent disagreed to give us a room and rather rudely tells us i can give you a lounge entry only, which if you want you can take or find your own way till the morning. After arguing with her for 5 minutes i asked her if i can speak to the manager; to which she bluntly said he won't come since he is to busy. Without an option tired and hungry we agreed to whatever the airline was providing. But to our shock the lounge entry was available post 12!
So no rooms no food we were sitting at the airport helpless for over 3 hours!
This by far is my worst experience with any airlines and i highly recommend to be ensure this airline is your last option while traveling.

11-mar
On 3-mar, I was try many times contact with manager located at malaysia airlines office in phnom penh, cambodia. But nobody are pick-up or return call (+[protected]). What kinds of customer service lines are provided by mas?
Walk-in thru airport mas office, and show my baggage damage report, they are take the copy and advice will contact me. But a week past, they are not action at all be taken. On 10-mar, I tried contact the manager mobile again, but also not pick-up. Call thru the mas office in town, but they are rejected my checking, asked me go thru airport office.

From about case, seem the responsible between malaysia airlines in cambodia are worse, and keep ignoring. Are this this service?

OK, we have all done it! Terms and Conditions flash up and we press accept. For most software installs and social media sites, we have little choice but to accept (if we want the product). However, it is worth exercising some caution when making online bookings with airlines. Most airlines will make their cancelation policies clear in their Fare Rules, however the clarity with which they do this varies quite significantly. Singapore, QANTAS and others have simple, easy to read pop-ups that detail these Fare Rules. Others, in this particular instance Malaysia Airlines have Fare Rules that are basically nonsense, convoluted and badly formatted English that seemed to be designed to confuse the customer and be open to interpretation (in their favour) by the airline.
Take this (unedited - copy from website/eticket) cancelation policy from Malaysia Airlines as an example;
"
17. PENALTIES-CHANGES/CANCEL
17.1 note - general rule does not apply changes any time charge gbp 100.00 for reissue/revalidation. note - changes ticket reissue - rebooking / rerouting after ticketing- a. gbp100 plus fare difference where applicable b. child discount does not apply. fees/charges not applicable to infant. in the event a ticket is reissued to a higher fare the change fee and rules of the new fare will apply. however the refund rules of the original fare apply irrespective of the refund rule specified on the reissued fare.
-------------------------------------------------- change fees may differ if modification is made online via manage my booking
-------------------------------------------------- cancellations any time ticket is non-refundable. note - cancellation/refund before/after departure- once ticketed non refundable including yq. partially used ticket is non-refundable. -------------------------------------------- ticket is non-refundable in case of no-show. note - no-show- once ticketed non refundable including yq.
"
Back story for me was that I was making a booking on line and had difficulty going through the credit card security authorization process (forgot my password). This necessitated re-entering data several times until I got a credit card authorized. Only when I printed out my eTicket did I realize that I had booked the wrong month (March instead of February). Tried to call KL office, was put on hold with a wait time of 20 minutes (on an international call). Tried to call local office in UK, no support on weekend. Eventually got through to Malaysian Airlines Cancelation Office in London, but was told that the ticket I had purchased was non-refundable. I read the Fare Rules when I was making the booking, but to be honest they were so badly written I found them incomprehensible.
Lesson learned; if you can’t understand the Fare Rules, don’t book! Stick with an airline that publishes these in language you can understand.

Hello, Flew from Mumbai to Ho chi Minh and return in Jan 2015 with onward flight on 19th Jan and return on 24th. The experience was really not pleasing. The onward journey was nothing much to write about, however on the return, the food served was terrible and the crew were really annoying and had least customer friendly skills. I has opted for Asian vegetarian meal option and from HCM to KLIA, was served a bread roll with vegetables inside. There was no sauce or seasoning, cheese or butter nothing. Just plain bread roll and raw vegetables inside. That cannot be called a sandwich. The entertainment system was not functional on my seat and I requested the crew to RESET the screen, which she refused and asked me to change my seat and check the entertainment system on other seats. That was very rude..The person serving juice( name Abdul/Latif) just shook his head in negative when I asked him for apple juice. He just showed me a glass of orange juice..Is this what you call MH hospitality?

My wife and I flew from Sydney to KL on Friday, 19th Dec 2014 and stayed at ‘Double Tree by Hilton’ on the nights of 19th and 20th Dec 2014.

On the 21st Dec 2014 we left the Hotel well on time (three hours before departure) and planned to check in on flight bound for Mumbai with connection on Jet Airways from Mumbai to Goa.

When we arrived at the airport, we did on-line registration of the passport details, and joined a very long winding queue (approx more than a kilometre) with few staff to assist with check-in baggage. However, we managed to have the bags checked in, and joined another two long queues to go through the immigration and security scanning.

When we joined the final long queue for security scanning before the gate for departure, half way through the line we noticed the display that “the gate has been closed’. We broke the queue and protested that we need to catch the flight due to the connections to Goa, but this proved futile. NO EFFORT WAS MADE BY THE STAFF TO LOOK FOR THE MISSING PASSENGERS AND ALL ANNOUNCEMENTS MADE WERE NOT IN THE LEAST AUDIBLE DUE TO THE HEAVY CHAT NOICE WITHIN THE AIRPORT.

We approached the Duty Manager and vehemently protested and explained all that happened. The officer explained that the long queue was due to Christmas holidays and arranged for us the next immediate flight to Mumbai “Free of Charge”. However, the officer could not assist with the next connecting flight as Malaysian Airline has no contract with Jet Airways. As the Jet Airways was not responsible for the delay, we have had to purchase two tickets after frantic phone calls to the Australian Travel Agent who logged in from Home (being a Sunday) and further call were made to secure and reconfirm all other connections (Goa to Pune) and return trips as these were all issued as one ticket each (for my wife and myself). In addition, we have had to reschedule airport pick up and changes to hotel accommodation. We lost AUD 1, 000 and cost of phone calls and could not claim through the travel insurance who insisted that it is the fault of the airline.

After getting bumped down from my business class seat to economy, I am still waiting for reimbursement over a month later. The communication has been horrendous despite several hours speaking to management at the airport and a horrid experience with the call centre.

Please rectify ASAP.

AGENCY/AIRLINE NAME DATE OF ISSUE 18OCT14
M A S TELEPAYMENT ADELAIDE AU RLOC MH - LCPQS
NON-TRANSFERABLE
NAME: STPIERRE/JUSTIN MR

E-TICKET NUMBER: [protected] FF:AA359BVU4
ISSUED IN EXCH: [protected]

DATE FLIGHT DEPARTURE AIRPORT TIME ARRIVAL AIRPORT CLASS BAG
20OCT MH 142 SYD-SYDNEY 0825 KUL-KUALA LUMPUR I -OK 40K
TERMINAL 1 TERMINAL M ARRIVAL:1415

24OCT MH 143 KUL-KUALA LUMPUR 1950 SYD-SYDNEY S -OK 30K
TERMINAL M TERMINAL 1 ARRIVAL:0705 25OCT

RESTRICTIONS: SYD MH KUL190.52NLLT60AU MH SYD223.05SLLT60AU NUC413.57E
ND/VLD FLT DTE SHWN / EMD [protected] / MHU

Bad flying experience because of bad stewardess services provided. I am a mas frequent flyer. Mas will be my main choice of selection whenever I organize my trip.

I can see there is a significant drop of the onboard stewardess service in these years. I have few bad experiences from the treat of the mas stewardess in my flight especially on my last few trips to sydney, australia and taipei, taiwan.

I wish to raise this issue to relevant authority to improve mas service. The professionalism of the stewardess service to the passengers is important.

My latest experience was in the flight of mh 367 from taipei, taiwan to kuala lumpur, malaysia (As at 22 oct, 2014 by [protected]). There is a chinese stewardess (I can’t recall her name) was too forgetful and ignored on my request. I was not feeling well with sore throat. I politely requested her for a cup of water to ease my dry throat. I knew she might be busy preparing lunch for passengers, I told her not to rush, just prepare a cup of water when she served drinks later. She responded rudely and inform me that, they will serve drinks later and just sit till that moment. Therefore, I can only wait for her to serve the drink from front row till my row patiently, but to my surprise there is no water, but only fruit juices. I forced to take a glass of fruit juice as she didn’t seem to remember on my previous request at all. A moment afterward, she walked back with a cup of water in her tray and asked us who did ask for water just now. I raised up my hand immediately, too bad that she didn’t notice me and passed the cup of water to another passenger. She walked away even I have been calling her when she passed by to gently remind her on my request. It was an act of forgetful and ignorance. I was seriously unsatisfied with this kind of service.

She was so forgetful while she was preparing the meal to passengers, I have requested for my 2 cups of water from her, she seem to be totally forgot about my request and treated me rudely.In short, I felt discriminated from her action.

Actually this is not the first time I encountered such disrespect and rude services from mas stewardess. I was so disappointed for the services provided by mas stewardess to their passengers. How do mas train their stewardess in such a way that they not even having such basic respect to their passengers? This experience is terrible bad and affected my emotion. I supposed to be enjoying my trip but I was treated with bad service from the flight service before I have landed.

To be honest, I have been starting to change my flight service to cathy pacific airline, china airline and eva airline for my trips to taipei, taiwan, as their services are much more customer friendly compared to mas. This is specifically refer to the politeness of the steward and stewardess during my flight.

I travelled from Auckland to Hyderabad via Kuala Lumpur on 27th July 2014. There were two bags which i checked in. In one of the bags, there were two big packs of chocolates. After i reached home, i realized that one of the chocolates pack which had all costly chocolates has been missing from my luggage bag. This is a very bad experience i had and is not expected from such a reputed airlines. Below are my boarding details
Name: SAIRAM CHOUDARY VALETY
Flight: MH 0130
Boarding pass#: [protected]

its just not about a pack of chocolates but this is not expected behaviour.
I want the airlines to track my lost pack and revert

my mother with my baby was travelling in malaysia airlines.. they took my mother with them and on the security checking they said that my mother is carrying too many bags with her and she cant trave like that. they didn't aloow her to take her purse with her. my baby was crying like hell. my mother didn't know english very well but they were not coming to any compromise they were very strict to their decision that my mother have to send her purse back to us.. we were ready to pay for extra luggage but they didn't let us do that. they harrashed my mother and my 5 months old baby too mush.. they didn't have anything named courtesy in them for at least a poor crying baby... airline should surely shut down who have such a ### service to the passengers. if they had any issues they should check it on check-in counter. even my mother was accompanied by a staff member to the security counter. so they should check it outside before they start to proceed. they harrash her because she didn't know english. and she had a small baby. because of this service my mother had to leave my baby's medication here. he is g6pd deficient. so he is allergic to plenty things. he had to carry medication with him. because of this ### service of airline he may have to face many problems. this is the worst service ever by any airline.

We were supposed to travel to kuala lumpur from kochi (India) on 05/05/14 @ 00.50hrs, and we reached the airport at 09.45hrs, (3 hrs prior), the airport people were saying sorry the flight is cancelled, you need to go back.and we were with two small kids, and did book a tour package at Malaysia for the next 4 days starting from 06/05/2014.So we missed that first day completely, after paying huge amount for that.and then next day we came kuala lumpur at midnight, and we spent there till 09/05/2014, afternoon as our connecting flight to melbourne was at 08.15 the same day, when we came to kuala lumpur international airport, for immigration, the people there were treating us very badly.we got our luggages after got the confirmation that we can carry maximum 32kgs in one luggage, so we had only one luggage of around 32kgs, and the others were ok, but they didn't allow us with that weight, they wanted us to open the luggages and to take out the things, even though we came from India till kuala lumpur with the same luggages.we requested that officer several times that we got our small kids with us, can you please allow us to go, he said he is not going to check in, you go and get Malaysian airlines to check in, and also he made us to pay 95 Malaysian ringette for the extra luggage .We been with other airlines before, but we didn't had a bad experience from them, and we felt really bad after the journey with Malaysian airlines MH147.

On my Malaysia airline flight from Delhi to Kuala lumpur (flight number MH0173) travelled on 24/3/2014 the dessert which was served in lunch had strands of hair, needless to say it was unhygenic and i started feeling dizzy after eating the same. I reported the same to in flight supervisor Mr. Lim and documented the same on the complaint form but till date there is not even an apology on the rotten food i was made to eat... i have the pictures of the dessert with the strands and the complain form. I plan to go legal now and sue the airlines...any better suggestions?

Hi Sir,

I sent a complaint one week before; still i didn’t get any
feedback on it. I am frequent flyer in Malaysia Air lines, my place is at
Trivandrum. I was supposed to travel on 18th march 2014 from Cochin to Labuan
in Boeing 737-800. But your staff Asha
Pillai C.S.O wont allowed to me travel on the same flight, her explanation
was I was drunk and she is getting alcohol
smell. I would like to know clearly if I drunk your counter staff can
stop my travel?. As per my knowledge if a passenger is fully drunk and his behave is not as normal .yes your staff can. (I am challenging your staff if she can
prove that time I was fully drunk?)

I believe your staff Asha Pilla has very less experience in her duties and she try to provoke me and misbehaved. I took her name board photo (Not her photo) with my mobile, because I dint have pen to note her name, and even she forcefully delete the photo from my mobile. So I return back to Trivandrum on same day and booked Silk Air and continue my travel.

If you people not guide your staff properly I will not suggest travelling with Malaysia Airlines
no more. Waiting you reply regarding this matter.

Regards,

Shyju.s

I traveled from Kuching to Kuala Lumpur on flight MH 2529 on 10th of February 2014, time 1805 with my husband and his brother. On board, Liyana was the stewardess who attended to us. I would not expect a stewardess working for a 5-star airline to show the level of professionalism as Liyana had during our flight that day. We had requested for a blanket during the flight as it was chilly. Liyana turned down our request saying there was no more blankets available. The flight has just took off and there was no available blankets anymore? We later found out that the passengers in the row in front of us was provided with a blanket despite them being attended after us.The second incident that happened was when meals was served. I had asked for tea. Liyana not only had placed the packet of sugar on my table hastily but turned a blind eye on the spilled sugar as a result of damaged packaging. It had not bothered me at that time as I tried to be understanding that meals have to be served to all passengers quickly.However the third incident was truly a show of unprofessional-ism from Liyana. As she came around again and this time to pick up trash, my husband had asked for second round of juice for all three of us. Instead of being attentive to us, Liyana was distracted with the front row passengers, apologizing and smiling as she could not meet their needs. She made my husband repeat his request. As she was preparing the juice for us, she again turned to the front row passengers apologising again. I had asked her nicely at the same time to wipe the sugars that was spilled on my table. With just an "Okay" to reply me, she then got a dry serviette and placed it on the table. A DRY serviette to pick up sugars? Is there any common sense? I could have just swipe the sugars off the table onto the floor but I didn't want to do that. Not wanting to create a scene, I didn't pursue the matter. What made thing worse was Liyana proceeded to serve us two drinks instead of three as requested.At that point, both my husband and I was just too upset with the kind of service that Liyana had provided knowing that she probably think nothing of us as we are not well dressed or well versed. However, this should not be expected from a 5-star airline. We paid for our seats as well and why isn't the same level of service provided for us? This is a double standard practice as well as rudeness to the passengers.

I would like to tell about customer service and totally ### attitude of staff at kuala lumpur airport. Wheel chair staff was so rude and my mother in law wait for 1.30 hr to get & hellip; and she said no hand bag on wheel chair so my wife has 10 mnths old baby. The week chair lady made her to carry two hand bags and baby’s nappy bag and 13 kg baby and walk all the way to connecting flight. She said no helper will be provided. My wife got stomach pain because of food she explain her problem to the wheel chair lady. Instead to offer any medical help she said this is not australia and thats your problem I can’t do any thing regarding this. For sure I am going to cancel return ticket and this was my big mistake. I will take this matter to australian higher authorities….

I would like to share my experience on Malaysia Airlines. I have flown many airlines and this is by far the WORST I've ever encountered.

This is an extract of my feedback to Malaysia Airlines that was sent 5 weeks ago and from which, surprise surprise, I have received NO response.

Please think twice, thrice, a billion times, before deciding to fly with them.

Perhaps you have flown with them and have not encountered any issues (Lucky you, judging by the number of consumer complaints I have come across both on their Facebook page and other websites on how unreliable and irresponsible they are), but you can be sure that if there were any glitches/ delays/ issues, you would be treated with the utmost disrespect and unfairness.

My feedback is long because it is impossible to condense my nightmare into a few paragraphs, but please read on and spread the word.

---------
Background:
My husband and I booked the following outbound flights from Singapore to Osaka:
(a) Singapore Changi Airport (18 Dec 2013, 21:20) to Kuala Lumpur International Airport (18 Dec 2013, 22:20) on MH610; and
(b) Kuala Lumpur International Airport (18 Dec 2013, 23:50) to Osaka Kansai International Airport (19 Dec 2013, 06:50) on MH52.

Timeline of events:

1. We were informed at the time of boarding our flight from Singapore to KL at 9pm that the flight would be delayed until around midnight, supposedly due to bad weather. This was hard to understand as other flights from Singapore / to KL did not seem to be facing similar issues.

2. Your staff informed the passengers at around 9.15pm that all our connecting flights at KL, except those to Seoul and Tokyo, would wait for us. This was the first untruth you told us.

3. We subsequently learned from the other passengers that meal vouchers were only given to passengers who requested for it, despite the eventual 4-hour delay. We do not think such unequal treatment to passengers was warranted. Why do we need to ask before we are given something this basic that many other airlines would take the initiative to offer to all?

4. We were called to the boarding gate at around 12am only to wait for more than an hour without being given any further updates or reassurances on our flight. We had to do all the asking and probing when clearly your staff would be in a better position to let us know what was going on.

5. It was then that passengers who enquired about their connecting flights from KL to Europe were told that all flights to Europe had left without them. This was contrary to what was promised earlier that night.

6. Naturally, these passengers were concerned about their next steps given that their travel plans would be disrupted for an entire day. There were tears and worried faces but passengers were shockingly only met with hostile staff who gave curt, beyond rude, responses along the lines of “Look at this face. There’s nothing I can do for you.”/ “What else do you want me to do aside from telling you that your connecting flight has left?”/ “You’ll just have to wait for the next flight in KL”. We were even told that the staff were "just taking instructions". Isn’t each staff a face of the company? What an ugly representation of the company we were presented with.

7. This was the consistently poor attitude we would experience from every one of your staff that we encountered in both Singapore and KL in the course of that long night.

8. Separately, it is baffling why there were no attempts after the delay of the European flights was known to put these passengers on other flights from Singapore to their final destinations, instead of shipping everyone to KL to wait a full day more. Clearly, you would be fully aware of your limited departure timings, with your airline flying only once a day to many key locations. You should also know that there would be more flight timings available on other airlines departing from Singapore than KL. At the very least, these passengers could be put up in hotels in Singapore rather than be made to fly to KL in the middle of the night just to be put up in a hotel there. We do not think we are misguided to assume that this was a case of cost savings over customers’ welfare.

9. Passengers catching the connecting flight to Osaka, including my husband, also sought confirmation right before boarding the plane to KL at 1am that our flight would still be waiting for us in KL. We were all informed that it would. This turned out to be another untruth.

10. We finally flew past 1am, reaching KL at around 2.15am. We were all exhausted and traumatized, with many passengers having to tend to their young children and one passenger even requiring medical attention on the flight. All we wanted was to put this painful experience behind us, get on our connecting flights and forget we ever chose to fly with you, but this was only just the beginning.

11. After getting off the plane in KL, we noticed there was only staff holding signage to receive passengers flying to Pudong. What about the rest of us? We were given no instructions or directions on where to head next. We had to orientate ourselves in the dead quiet airport and scramble like headless chickens to find the boarding gate for our next flight, which we were believed would still be waiting for us based on your earlier promises.

12. Passengers flying to Osaka noted that the departure screen still showed the boarding gate for our connecting flight. We rushed to take the aerotrain to the boarding gate, only to be greeted by an empty boarding gate and our plane having flown off without us. There was not a single soul there waiting to guide us.

13. We had to then take the aerotrain back to the transfer area to look for your staff. Why are we always the ones looking for you to beg for information and directions?

14. In our shocked state, we located the Duty Manager, Mr Rajendran. Again, all we received were unsympathetic responses and blank stares from him. And all we heard were excuses of how you could not appease the other passengers on the Osaka flight so the plane had to fly off without us. He also insisted that the staff in Malaysia had updated the staff in Singapore of the respective connecting flight situations in KL, and it was the Singapore staff who had not updated the passengers. Are staff in Singapore, Malaysia or anywhere else in the world not all staff of Malaysia Airlines? Why is there a need to exhibit such unprofessional finger pointing within a company? The whole incident was simply another example of your poor management of passengers and flights.

15. For all that we went through, we were only offered cursory meal vouchers, one night’s accommodation in a rural part of KL with no surrounding activities or sights, and alternative flight arrangements at much later timings.

16. And it does not stop here. After my husband and I chose to take up your hotel offer, we were told to retrieve our baggage before heading to a meeting point for transport to the hotel. We reached the baggage retrieval area hoping to collect our luggage, only to be met by a staff who was not expecting us at all. We were then told in a chiding tone that there had been no request made for our baggage to be transferred to the retrieval area and it would at a minimum take an additional hour for our baggage to arrive. This was at 4am, and we had not slept all night. It is appaling how poor the coordination is among your staff. Are we expected to pre-empt everything when we are not familiar with your internal processes? If you do not guide us, who else can?

17. In the end, we had to leave the baggage retrieval area empty-handed. We rushed to the meeting point only to be told that the hotel transport had left without us. And so, we were further delayed again as we waited for additional transport to be arranged to take us to the hotel. It is perplexing why your staff did not think to ensure that all guests were accounted for before the transport left the airport.

18. After sleeping and spending the entire day in the hotel in the very clothes we had worn to the airport the night before, we were ferried by bus back to the airport. The bus was late in picking us up from the hotel. Such delays almost no longer surprised us, given your tardy track record.

19. We got on the flight to Osaka on the night of 19 Dec 2013, 24 hours after we were supposed to fly, only to have to wait again. This time we were made to wait in a stuffy plane with no air conditioning, apparently due to a technical fault. We were informed we would have to wait a further 20 minutes for the arrival of passengers from Singapore who were also delayed. It felt like a repeat of the previous night’s events.

20. Further delay ensued, before we were informed that the staff had received the wrong information and the Osaka flight would not be waiting for the passengers on the Singapore-KL flight after all. And again, another batch of passengers would end up missing their flight. It is so disturbing to realize that delays seem more the norm than an exception.

This is not just a complaint about a flight delay. We are seasoned travelers; We accept that flight delays do happen and we have experienced our share of them. This is a complaint about how the delay was mishandled in every possible way. This is about the nightmare of a customer experience we were put through that went beyond our imagination.

We have never been given such blatant empty promises and made to rush for a plane that has already flown off. We have never been delayed for so long and made to fly to another country in the middle of the night just to be stranded in that country for an entire day. Even if you make more excuses and insist there were exigencies you could not have predicted or avoided, we have never been treated with such disrespect and shown such disregard by any other airline. We have never seen such absence of efforts to care for customers’ comfort and allay customers’ worries and confusions. We have never experienced such lack of guidance and communication, or witnessed such poor coordination within one company.

We have never received such poor service from any company, much less a full service carrier and international brand like yourself operating in an industry where customer satisfaction is key. We expected more from you, and were only let down at every customer touchpoint.

We certainly did not choose to fly with you to be treated with this form of "Malaysian Hospitality".

To whomsoever it may concern

I am frequent flyer and I travel across the globe with different airlines, but this (5th jan 2014) was my worst experience.
I was supposed to board malaysian air (Mas) flight mh 191 bound to kuala lumpur at 21:25 on 5th of jan. I checked-in my bag at 20:20 pm and rushed for immigration and security check.
On the first hand the malaysian airline staff was so hostile that the front desk lady and her manager were shouting on top of their voices that I am late by couple of minutes. The manager (Whatsoever is his face) was so rude he told me without even looking at me that we won't even wait for you for even a minute and I should rush to the gate.
I reached the gate by 21:03, I was keeping track of every minute as I was certain that i’ll miss my flight. But due to bad weather my flight was delayed and cancelled later. I was already tired, grieving on losing a business day and to my utter shock and disbelief when my baggage arrived my check-in bag (Which is a size of cabin bag) was open and my stuff was violently searched. Pockets and packets were torn. This is absolute disregard of consumer who is paying thousands of rupees in order to get a world class facility. I searched my bag thoroughly in order to make sure that my bag hasn’t been sabotaged to any extent, which may further cause any trouble to me.
I have to board the same flight at 10:00 hours in the morning of 6th jan I hope this is my first and last flight with malaysian air
With a polite appeal I would like to request to take an action against the mas authorities.
—

Thanks and regards,
Garima malik