Malaysia Airlines
Reviews and Complaints

MAS having high customer dissatisfaction & complaints and only 8% of the complaints has been resolved. Customer service failure is one of the reasons for MAS current dilemma and it also might be the causes of failures in the past; this especially might have deteriorated when MAS exercised huge scale of employees downsizing previously which have leads to shortage of crew members thereafter. Reviews of the customer's complaints revealed that MAS staffs having poor customer service quality, their staffs sounds not well trained in handling customers and their issues, most of customers complaints are originated from poorly trained MAS staffs and crew members whom are unethical, incompetent and having low motivation to serve their customers, this might be also interrelated with demoralized employees in the face of company current & past poor performance in the industry. The notion of "Customer's always rights" is seems far for MAS staffs culture and believe; even most of the online replies from MAS customer service officers are not constructive and not showing competency in handling customers issues, based on some of the complaints it can be assumed MAS had losses some of their loyal customers such as business class customers & frequent travellers. While MAS looking forward to turnaround its business by cutting cost, exploring new partnership, keep in line with cutting edge technology, restructuring its debt and so forth; it has neglected on the importance of improving staffs competency in providing high service quality; employees whom are on direct interactions with customer's needs to be well trained and monitored to ensure customers high satisfactions and loyalty are feasible.

Hi there, as a family of four travelling with 2 children, one would assume the onboard entertainment to work. Sadly we had no entertainment for the duration of the flight.. even with constant resets... 5 1/2hrs of no movies... did I mention the joys of travelling with children long haul?! Not fun for any parent! Needless to say this leg of our journey left a very bad taste and two grumpy, bored and irritated children! To make things worse, the service on the plane was questionable. We were left without drinks for most of the flight and when asked for drinks, never arrived. Whilst I booked two children tickets, sadly they never received children meals. It would be fantastic if we could receive some sort of compensation or upgrade to help ease the horror of dealing with bored children in a confined space, the lack of services you claim to provide and poor customer service. We are flying back from Narita to Perth on the 23rd July if at all you are able to assist.
Regards
Catherin Robinson

P.s. I understand we all have different cultural beliefs, however in light of terrorist attacks that have happened involving planes, I don't think the journey prayer to Allah was appropriate to see before our flight took off, which also put the fear of flying into the children. I was deeply offended and think it should be an optional reading rather than main stream. What about those that believe in God, or higher powers and other mystical beings? Where are our journey prayers?! Seeing this did not ease our skeptism/ hesitancy in flying with your company following those two MH planes incidences.

20th/22th July (XBVASY / QBEZRA)
- Flight cancelled (MH73/20th-1435hr)
re-book for us to MH433-1935hr+1hr (delayed 6hrs)
- the poor service I've never received when I asked for support via your HKMH CS staff 's phone conversation, he was inquiry about my identification iso helping me to get on the first available flight.

- Flight cancelled (MH432/22thJuly-1325hr)
MH staff has diverted me to CX/KA flight coz they did not notify their flight cancellation.

Both journey was cancelled/long delayed causing extra expenses/time consuming which changed my loyalty to continue your MH service in the future (Me/my wife/her group are frequent traveler of MH flight).

please get us your response and how would MH to get back my confident to using your service again.

Mr. Fok Kam Man
Mrs. Kho Seow Khin

On 12th July 2019 at approximately 6.30pm I arrived at Changi Airport on flight QF35 from Melbourne to Singapore. I had a connecting flight on 3K 677 on Jetstar departing 7.30pm.

When I disembarked a ground staff member took me to the service counter at Malaysian Airlines Transfer Desk. I was told I had been taken off my scheduled flight due to the late arrival of the plane. I was told I was being redirected to Penang via Kuala Lumpur. I was very upset that I missed my connecting flight and the Indian male who dealt with my enquiry was abrupt and very unhelpful.

The same person then issued me with 2 boarding passes and never explained the changes but glared at me with challenging eyes. He made me feel very uncomfortable. No customer service whatsoever.

When I arrived at Penang at 12.30am in the morning my bag did not arrive. I lodged the report at the desk and was given the file reference of PENMH19919. I have made several phone calls trying to locate my bag and have been told there is no record of my bag.

When I checked my 2 tickets on Malaysian airlines I noticed there was no ticket sticker attached to the back of my tickets.

It is my belief that the Indian male who served me at the Malaysian Airlines Transfer desk deliberately redirected my bag elsewhere.

It should also be noted that 3 other passengers also missed their connecting flights (to KL) and were also processed after me. When I boarded the plane from Singapore to KL I noticed the same 2 passengers were sitting in Business Class drinking champagne and told me they had been upgraded, by the same Indian person. I was given a seat to the rear of the plane.

I urgently request an investigation into the whereabouts of my bag. The Qantas bag reference is QF 248730. I have phoned Qantas and they advised me to lodge a complaint with Malaysian airlines as they claim my bag was taken off the flight with Jetstar to Penang.

My phone number is +[protected].

I would like someone to phone me at your earliest convenience.

Regards

Andrea Dinsdale

My family and I live in Kuwait. We traveled to Bangalore for our holidays and from there we went to Bali.

We traveled to Bali on MH193/MH715/23JUN BLR-KUL-DPS under booking reference MS3CJ5. We were 7 passengers and had a total of 10 checked in bags. On arrival into Bali, one bag under tag no.MH801116 was not received. We raised a claim under reference DPSMH19441.On 23june night a bag was delivered to our villa-it had tag no.MH801116 on it but the bag was not mine! The agent at the check in counter in Bangalore had affixed MY baggage label on someone else's bag!(photo attached).we called and emailed MHbut our bag was not located.
On26june, i went all the way to the DPS airport and the only thing they did was give me IDR750.000.which was hardly enough to buy toiletries and a few clothes from the road-side shops for my husband.
The bag contained all my husbands clothes, toiletires for our family of 7, a very important gift for my Dad whose 75th birthday we were celebrating in Bali and many other items that were so important for our trip.
Our dissapointment and the inconvenience caused was immense and really spoiled our 6 days in Bali. My husband is very perticular about his clothes and all his clothes are expensive and irreplacable. I had a Gucci bag in there too. We had to go out and buy ordinary clothes just to manage, hoping everyday, that the bag would arrive. Where we lived, there were no department stores just road-side shops with poor quality items. It was quite a nightmare to think we had lost our stuff. There were special expensive indian sweets to give my cousin to carry back from Bali to US.
Finally on 29june when we checked in for MH850/MH192 for our return to BLR, we asked again and the agent informed us that the bag was not received. We specifically told them we are leaving Bali, if the bag is found please send it to BLR.
On arrival into BLR around midnight 30June, we asked about the bag and finally they said the bag is found and had been forwarded to Bali! Imagine, after telling them we are going to Bangalore, they send it to Bali!
They gave me a number to call and follow up. 30june being a Sunday, no one answered my calls. We were on pins as we were leaving Bangalore on 2nd july night to return home to Kuwait. So I contacted the manager of the Villa where we stayed and he very kindly informed MH staff in DPS to forward the bag to BLR to our hotel address.
On 01july i called many times and finally at 1530LT a driver from MH reported to our hotel with our bag!
The expensive food stuff was all spoiled and had soiled my husband's good clothes. The gift i had to present to my Dad was there but how can i get it to him in Melbourne Australia? My Gucci bag was soiled.
I request your airline for compensation of atleast USD120/- PER DAY for the 8 days my bag was missing. This is a very minimal amount considering the mental torture, the discomfort and the great inconvenience this incident has caused us.
You can reach me on my mobile no.(965)[protected] or my husband PRAKASH SEQUEIRA 's mobile (965)[protected]. You may email me on [protected]@gmail.com or [protected]@hotmail.com
I hope to hear from you at the earliest.

https://m.facebook.com/story.php?story_fbid=2766827050055651&id=100001851501783&sfnsn=mo&s=100001851501783&w=n

This is the link.
I have send all information to you on Facebook messenger.

Wrost flight crew members and disgusting behavior of Airlines staff .
Giving us hotel vochure but not of use as we are not able to go outside.
We are fly with small kids on your airlines but nothing satisfaction. Totally wastage of money.
One person said this is a lounge for business class. Whole matter is created by Airlines.
We start our journey on 29 june 2019 10.00 Am from bali airport to kulalumpur and then same airlines connecting flight to Delhi.
When we asked for assistance at Bali airport
They told us you will get assistance at Malaysian airport. But when we reach there around 8.00 pm we stand dere till morning 3.00 Am. But staff not giving proper satisfaction answer. We have small kids with us vomiting at airport. But staff does not understand our problems. Harressment mentally as well as physically made by airlines is wrost i have ever seen in my life.
Staff of MH 714 Mr Ronald needs to get some ettiques and addicates to talk with passengers especially kids as we'll as to there parents.
I have already mentioned video link in which your staff want to delete this video.

Pls look out in this matter.
Refund all money of the passengers. You don't have any right to take money after giving this level of stress and harresment.
Hope you reply with in next 1 hr.
I am also attached some photo graphs.

Salam sejahtera, saya NONI BINTI HANAPI telah menaiki pesawat MAS pada 23 Jun 2019 (ahad) MH2743 (btu/kul) jam 11.20 pagi dan check in (Seat 8C), malangnya tempat duduk 8C sama dengan penumpang lain, dalam keadaan penat untuk sampai ke dalam pesawat, saya terpaksa berdiri selama 9-10 minit di tengah-tengah laluan penumpang dalam keadaan semua penumpang masih bersesak masuk ke dalam pesawat seolah-olah saya menghalang laluan penumpang lain, bayangkan perasaan saya masa itu, dengan rasa kecewa malu dan penat yang amat sangat mrnunggu pihak MAS untuk mencari jalan penyelesaian, sekarang ini kan zaman IT tak kan dalam sistem MAS tak ada rekod bahawa seat tersebut sudah ada penumpang lain, sedangkan MAS adalah airlines terbaik di asia dan juga mempunyai pengurusan yang sangat cekap. Saya mohon agar tak ada lagi perkara seperti ini berlaku, yang saya rasa sangat menyusahkan dan memalukan saya juga memohon pihak MAS untuk menyiasat punca masalah seperti ini berlaku. Terima kasih.

On the 18.06.2019, I bought a one way ticket KUL-LBU 20.06.2019 for my husband and infant with the best price of RM105.28. I was so happy because I've never bought such a cheap ticket from Malaysia Airline (MAS). I was notified immediately by bank regarding account deduction and thought payment was already succesful. My mistake was not following up email from MAS for the booking/reference number. Today 20.06.2019, when I tried to check in at the drop luggage counter I was informed that the payment was not succesful and I just realized I've never received any email from MAS, even about the fail booking. Sadly I have to buy new ticket which cost us RM238, more than double the price I paid before. I already called the Airline Centre and was informed that I will get the money for the fail booking in 1 to 2 weeks. Here I would like to express my dissapointment as I feel cheated and hope the notification will be better next time.

I booked the multi city flight option for below destination
24th May 2019
Melbourne to Phuket via Kuala Lumpur connecting flight

29th June 2019
Phuket to Kuala Lumpur

3rd July 2019
Kuala Lumpur to Melbourne

I could not catch the flight due to my wife illness on 24th May and I was in assumption that I can reschedule the flight until 29th June 2019. When I checked the flight status on 5th
June 2019, it was showing as cancelled. I called the customer service multiple times to check I have missed the 1st Leg of the journey but my 2nd Leg of the Journey should be still valid until the ticket validity but I was advised that system has cancelled the rest flights automatically which should not happen. I should still be allowed to catch my 29th June and 3rd July flight and if these are cancelled in system then these tickets should be reinstated.
I have paid around $2400 for my booking and was advised to pay $390 per person as no show fees to reschedule it.

Why shall I pay any extra penny to pay to catch the same flight for which I have already paid. If system has cancelled the flight then it should not be the responsibility of customer and cost from customer pocket to reinstate the flight.

Below is the T&C stated on your website and clearly shows if the seats are available then you can reinstate the seats. Still there are more than 20 days to catch the flight so how can i miss it.

"If you fail to reconfirm but let us know that you still want
to travel and there is space on the flight, we may
reinstate your reservations and carry you. If there is
no space on the flight, we will use reasonable efforts
to carry you to your next or final destination on a later
flight as set out in the fare rules and conditions
applicable to your ticket."

I am liable to pay no show penalty only if I reschedule the 1st Leg of the journey but this is not the case. I have requested only to reinstate my booking for the second leg which your system has goofed up and I have already paid. I have discussed it with the travel agent site Webjet for it and they also confirmed that they have reinstated the flight from their end but Malaysian airlines has not accepted it yet.

If I will have to pay the penalty of $390 per person for the 1st leg plus the difference of fare for next flight then I will choose to leave it as it is and will book the flight from other airlines where I can get the flight in lesser amount.

28/5/19, MH2634 KUL ke Labuan
Saya terbang dengan keluarga untuk bercuti . Kami pergi ke Pintu 4,
Kami tidak menyedari pintu telah ditukar ke Pintu 2. Tiada pengumuman dibuat.
Kami masih berada didalam pintu 4. dan akhir nya saya sedar ini dah terlalu lewat dan keluar tengok skrin kalau ada sebarang pertukaran tetapi saya tiada nampak pertukaran pintu.
Saya telah bertanya kakitangan airport kapal dah berlepas . Mengikut pegawai memberitahu, sekarang sudah tiada pengumuman cuma kena tengok skrin dan SMS . Ingat bukan semua penumpang punyai HP, bateri kaput dll, juga mampu tengok skrin selalu. Pengumuman suara paling berkesan. Kalau memang nak kaut keuntungan dan tidak mengendahkan penumpang tak payah umumkan semua seperti kounter akan tutup dll? Dengan itu banyak denda dapat dikutip seterusnya MAS dapat untung lebih lebih lagi waktu perayaan. Ini akan menjadikan MAS penerbangaan kebanggan Malaysia.
Saya sekeluarga dikehendaki bayar denda dan tukar tiket tanpa ada pengurangan harga dari MAS sedangkan pertukaran pintu dilakukan oleh pihak MAS. Perkara ini. amat mengeciwekan sepanjang saya menaiki penerbangan MAS yang tidak sepatutnya berlaku.

Dear MAS,
Please find attached a copy of my boarding pass, ex KLIA to Hanoi on a business class.

I checked in an hour and half prior to departure and by mistake, I went into G8 instead of G10. As you are aware G8 and G10 shares the same screening gate.

By 9.30am which was 10 minutes prior to departure, I went to G8 counter and was informed I should be at G10.

It took me less than a minute to run from G8 to G10. However before I even reached G10, I was told by one of the officers that G10's plane had already departed and we could see the plan was already making its way to the runway.

Dear MAS,
I travel with you by default. I do not have a choice because I am Malaysian. Can you guys do something which your citizens can be proud of? Come on, since when MAS is punctual? Never mind the pain of delays, missing and broken luggages. I have never made a complaint.

Despite whatever excuses your ground staff are telling me, where's the courtesy of at least waiting until 9.40am (which is the departure time) before you decide to shut the plane's door? Or at least make an announcement on your last missing passenger?

Even if your departure record stated artificially that it departed at 9.40am (which in this case I'm very sure it was earlier) knowingly you have a business class passenger seated at 1A hasn't arrived, wouldn't your "responsible" response/action is to make an announcement or at least wait for 5 mins?

I understand this could have been avoided if I have made my correct way to G10 but in the course of explanation to you, you could understand where my frustrations are.

You just can't be bothered about your missing passenger!

You choose to be early or late to depart at your convenience!

Thanks MAS!

Date: 28th April 2019
Flight Number: MH141

Issue :
1. Laptop bag and Check-In luggage is more than allowed limit
2. Officers need more training on validating visa at the counter

My husband and myself have experienced very unprofessional behavior while checking in at Mumbai International Airport T2. The officer on duty was wearing Air India Badge.Mr. Mehul had no manners, rude, attitude and his way of speaking to us was unacceptable. We were returning from India to Sydney in the same airlines which allowed us to carry 7 kgs in check- in luggage and 5 kgs in the laptop bag. We have been traveling through Malaysian airlines for more than 3 years now and this is the first time we have experienced such behavior.
On request to speak to Mr's Mehul's superior, Ms. Lavina first asked us if we can speak the local Language of Mumbai (Marathi), we found this very racist. Secondly, she mentioned to us the rule changed 3 months ago, but we had traveled from Sydney on 28th March and had faced no issue. The cunning officer also said we need to pay 20, 000 INR for extraa luggage. There was no justification given to us upon asking and the way we were treated was utter [censored]. Lastly we had to throw extra luggage as we no choice. We never had such experience even at the domestic airport in India.

Second instance is while validating our tickets with the PR Visa, the officer was asking us Return ticket, upon answering that PR does not require any return ticket, the officer was so confused and went to his other colleague on next counter and after few minutes came back and said its ok. This is a sheer lack of knowledge.

This unpleasant experience at the counter has not only impacted our journey but landed up in our decision to not travel with Malaysian airlines in future. We will also recommend our near ones to not to travel trough Malaysian Airlines.

Names- Bijay Kumar Gurung and Khem Kumari Gurung

My wife and I have booked tickets from kathmandu to sydney and back on the month of april. We specifically requested for vegetarian meals on the flight. However, while travelling to Sydney, we were both served non-vegetarian items. As both of us have health issues which requires us to have our meals on time for our periodic medication. The non-vegetarian meals that we were served was not to our liking. It would be great if you could serve us vegetarian meals during our return flight to kathmandu.
We landed in Sydney on Flight MH123 with Reference: NG5U7P on the 17th of april at 10:00AM AEST. We will be leaving for Kathmandu on the 21st of May on MH140 Ref: NG5U7P at 22:10 AEST.
I will provide the air ticket details on the attachment section below. I believe you will be able to locate particular seat with the help of the attach ticket details. Hoping to hear from you soon .
Best Regards,
Bijay Kumar Gurung

I visited the First Class Golden Lounge on 1/04/19 before getting on board MH088 to Tokyo. It gave the impression of fine setting with Malaysian hospitality, however I
suggest staff need to develop their interpersonal skill to a more professional level especially on product knowledge and the ability to express it fluently in English even though generous usage of 'lah' is permissible being unique to Malaysia. Several of my friends who have the privilege to enjoy the First Class Golden Lounge also get the impression that it may be rude or offensive to others to ask for alcohol to be served. For being a competitive International Airline, service crew should accept the fact that different cultures may consume wine and champagne similarly to indulgence of teh tarik to Malaysians.
We had also ordered ' book the cook' for the late departure flight to Tokyo but were just served snacks and the most awaited speciality came as breakfast after being abruptly awaken from a deep sleep though the body clock did not accept it rather kindly. Having a winge for improvement purposes, we enjoyed the satay service but the original coconut leave basket 'ketupat' will make it more of a Malaysian meal experience. Finally we must try to get back the unique smiles back on the crew to complete the Malaysian Hospitality formula.

I was unable to take Flight MH0067 ICN-KUL on Sunday 21 April 2019*
As a result Malaysia Airplines automatically cancelled my ongoing flights:
MH 0603 KUL-SIN 26 April
MH 0610 SIN-KUL 27 April
MH 0002 KUL-LHR "
I was not notified of this action and discovered it at 3.30 am on 27 April.
As a result I had to purchase a new ticket KUL-HRW at a cost of £1600.
Had I known earlier this ticket would have been cheaper.
What right do Malaysia Airlines have to cancel all my flights?
* Caused by my passport having only 4 months validity, therefore being unable to board.
John Sergeant [protected]@cam.ac.uk

My luggage was lost while transferring in KL yesterday morning. One bag was recovered and sent to Langkawi. Until today the second bag with the tag MH810406, a black suitacase, has not been retrieved and the lost luggage handling at KL airport seems to be a complete mess. I request immediate attention. I am sitting without any luggage in Langkawi and my holiday at the beach has turned into a complete nightmare. I regret that i chose Malaysian Airlines

Dear team,
I've recently travelled via Malaysian airlines (Bookin ref Q8G49Z, Ticket no 232 [protected], dated 22nd Feb).

It is with great regret I am writing this. My baggage has been damaged and even though I was promised quick and prompt action, there have been no reformative steps taken. I've sent the receipt of the bill as requested and there has been no acknowledgement. I've tried calling multiple times to no avail. I request you to take necessary action and solve the issue as soon as possible.
Thanks and regards,
Vaishnavi.
+[protected]

On 28th April 2019 I took MAS Airline flight (MH1040) from JB (departure at 13:00) to KLIA arrival at 14:00 and transit from KLIA (MH2746) departure at 17:30 to Bintulu arrival at 19:35. I checked in my luggage directly from JB until Bintulu.

When I reached home I found that my zip on the bag was positioned towards the side whereas I had placed it in the middle. Upon opening my bag I find out that my electronic shaver & perfume were missing from inside my luggage. I thought security at KLIA was excellent but I am now very upset and disappointed as I have never had such a bad experience on Malaysia Airlines.

Booking code = BHZ3SK

My flight from sub to kul (MH0870, 22 april 2019) got delayed from 10.00 to 12.00, and i couldn't get catch my next connecting flight from KUL to KNO (MH0864) that was scheduled at 14.55.
I already make sure with the staff at surabaya airport and through surabaya call center (rinda) that i must go back to medan on 22 april 2019, and they ensure me that and they will send the message to Kuala Lumpur since i need to board.
When i arrived Kuala Lumpur and get out from plane, there is a man who gave me ticket to flight back kuala namu tommorow morning (23 april 2019) and voucher (accomodation n transport), and i told him that i need to go back by today. Therefore, he told me to go to desk counter to reschedule
While in the desk counter, i told them the problem, but she told me that they can't change anything and if i want to change the schedule, i must told the man who gave me the ticket. How can i, as the customer, know your system/SOP, but still she act so arrogant and ask me why i receive the ticket if the schedule is not match. I feel blamed and like a stupid person.
I understand that it might be some operation problem that cause delay, but i'm so frustrated with your service and how you treat your customer that got delayed and the time has been wasted. Hopefully you could improve your service and I hope my experience is the last, and i dont want others to feel it.

Thanks

Hello, My Name is Rukshan Payagala and holder of Sri Lankan Passport no. N2521548
I made an online booking through Jet Airways for my travel journey to Hong Kong from Colombo with my wife and father on 12th April 2019 and return back on 22nd April 2019. However since Jet Airways flights was cancelled I was redirected to Malaysian Airlines. Thereafter on 12th we went to Hong Kong Via Kuala Lumpur on flight MH0178 and MH0072. Since my return flight back to Colombo was due on 22nd April 2019 I made an online check in on 20th April 2019 and received our boarding passes through email.
My flight was scheduled to depart from Hong Kong at 14.35 hours and I went to the air port at 12.35 hours. When I went to the counter I was told although I have my printed boarding pass with me they cannot let me board the plane. The reason mentioned was since I have made the original booking through Jet Airways, and since Jet Airways is on bankruptcy, Malaysian Air Lines will not be able to get their payments.
The person claimed as the Manager for ground handling for Malaysian Airways in Hong Kong Airport took my printed boarding passes and refused to give it back to me when I requested for same. He harassed me any my family mentioning if he return the boarding passes we will board the plane.
I made my on line check in approximately 36 hours before my departure time and Malaysian airlines failed to inform me about any issue of this sort of until I went to drop my luggage at the airport 2 hours before the departure.
As result of this un professional act by the Malaysian Airlines ground staff at Hong Kong Airport I had to turn back to my hotel again and make an booking for another flight to Colombo on 23rd April 2019. I had to incur an loss of HK $ 11, 979.00 for the new flight through Singapore Airlines and further hotel booking for an additional day.
I demand Malaysian Airlines for a full compensation for the total value of HK $ 11, 979.00 for my new flight to Colombo on Singapore Airlines. Further I demand for a written apology from Malaysian Airlines for the harassment and inconvenience me and my family had to go through for the acts of the ground handling staff and failure to inform me any issue related to my return flight back to Colombo.

Please refer below for the details of the tickets and Boarding passes.

1) Rukshan Payagala - eTicket No. [protected]
Boarding pass Booking Ref. VRC8NC and flight No. MH0073
and MH0179
Sri Lankan Passport No. N2521548

2) Vishva Karunaratne - eTicket No. [protected]
Boarding pass Booking Ref. VRC8NC and flight No. MH0073
and MH0179
Sri Lankan Passport No. N5625059

3) Thejasri Fernando - eTicket No. [protected]
Boarding pass Booking Ref. KRHG6G and flight No. MH0073
and MH0179
Sri Lankan Passport No. N3176089

I have sent an email with this regard to the General email of Malaysian Airlines and and have not got any response from same. I'm awaiting for a response from Malaysian Airlines.

Regards
Rukshan Payagala
Chartered Architect AIA(SL) M.Arch (UK)