Malindo Airways
Reviews and Complaints

I pre-book my seating when I book my flight tickets as I wanted my family to seat together for our flight from KUL to Kuching and return. Flight OD1606 Kul - Kch and OD1605 Kch - KUL. But when I did the web check in 48 hours before my flight, Malindo air DID not reserved my pre-book seats that I paid RM53 x 4 = RM212 for. My seats were not assigned and I was prompt to do the normal seat selection just like normal passengers who did not pre-book seating. I managed to select back the same seats as I pre-book because it was not taken up by other passengers as I did my web check in early. Simply said, Malindo DID NOT provide the service that I paid for that is Pre book seats.
On my return flight KCH - KUL OD1605, I did counter check in and was given seats that is also not as Pre-book seats. My pre-book seats selected was in ROW 11 but was assigned ROW 24.
I made a complaint to customer care Malindo but was offered refund only for my return flight. Simply because I have managed to get the same seats on my KUL - KCH flight OD1606. But the opoint is that Malindo DID NOT provide the service that I paid for that is to reserve my pre-book seats specially for me. I had to select the seats as other not pre-book passengers. Malindo just said I have the same seats as pre-book. But that is Cheating.
Malindo cannot use this as an excuse in not refunding me fully. As they have not provided me the service that I paid for.
I demand that Malindo refund me in full.

flight od206 november 23rd 2017, delhi to kuala lumpor, also flight od151 kuala lumpor to perth australia, booking ref..glkjnh, arrived at delhi airport went to check in, we had 2 bags plus one for hand luggage, we were told that we could not take the hand luggage bag onboard it had to go with the other 2 bags, tried to say to this man that they were gifts for our friends and would prefer to keep it with us, but still not allowed, the man was very polite he then stuck fragile stickers all over the bag, we were then told the flight would be 1 hour and 30min late, waiting at the boarding area we were then told it was further delayed, we finally left after midnight, we started stressing as soon as we arrived in kuala lumpur, we should have had 2 and a half hrs there but because we were delayed we did not have long at all not even time for a coffee, we had to run to catch this small train to the other side of the airport, then run all the way to our boarding area, where my wife fell over and hurt her knee, we were really stressed out, there was nobody at the boarding area and we thought we had missed it, eventually someone asked if we were flying to perth we said yes, she rushed us through we had our bag scanned and were told to empty contents, then we repacked the bag and ran all the way to where they check your boarding pass, we were told we were not on the flight now the stress levels are really high, then asked if we were from bombay flight no we said were from delhi flight, after a lot of confusion a man came to me and wrote our baggage numbers down, i thought that was strange, they did not even explain why, finally got on board and we were away, arriving in perth we went to collect our baggage and it was missing, then we went to baggage claim filled in forms and made our way home with nothing but the clothes on our back, luggage arrived the next day, we were horrified at what we saw when we opened the bags with the gifts, one ornament smashed two statues smashed, now my wife is almost in tears, those gifts were for special close friends of ours, we are still very much upset by the whole experiance, we had a perfect holiday in india, only for it to be ruined with the trip home and the broken gifts, i am wanting some sort of compensation for all the stress caused and the broken gifts, i was going to put in a good review of the airline, now i am not to sure, it was a horror trip home, the gifts cost us 8750.00 rupees, thats about $180.00, not much but its a lot for us.i do hope you can get intouch with us soon if only to ease the pain of it all, thank you
regards steve.

I booked 9 people to Bangkok 2 months ago to fly on 26th Nov which is tomorrow.
Early this morning I check-in all my friends online but one of the name was spelled wrongly, I then call customer care 03-[protected] (it took me 30 mins before I managed to through (the lady on the other end was not helpful), 9:10am I called again and managed to speak to Keddy. I was asked to send email stated the flight details and include a picture of his passport for clarification.
I waited for 4 hours for reply from Melinda(I was unhappy because there was no reply at all ). I then called Customer care 03-[protected] at 1:30pm and after waited for some times I managed to speak to a lady it took her 20 mins to retrieve my email sent 9:23am, then only I start to receive an email that says "Dear Valued Guest,
​​
Greeting​​s fro​​m Malindo ​​Air! ​​
​​
Kindly​​ b​​e​​ ​​in​​​​formed​​ ​​t​​h​​a​​t w​​e​​​​​​ have​​​​​​ ​​received ​​your email and have forwarded to respective departments ​​f​​o​​​​​​r​​ further actions
​​
​​​​We shall revert ​​back​​ ​​t​​o ​​yo​​u ​​as soon as possible once we have received the feedback.
​​
Thank you for your kind pa​​tie​​n​​c​​e and understanding.
​​
Have a pleasant day ahead!​​
​​
This is after 4 hours! Our flight is tomorrow morning 9:55am.

How do you expect me to continue to use your service!

I have never seen a company that takes people for [censor]. One day before my flight, I call the customer care center to tell them I'm going to fly with extra luggage. The English level of the lady I have on the phone is very poor, but I think I find my way through.
I arrive at the airport, there is no trace of my request in their files, it means that I have to pay the last minute fee, which is 3500 ringgit or 700+ euros. The manager I have to talk to is very patient and helpful, and I feel blessed to talk to him, he says he will write a report that he's going to send to the customer care center, I will need also to get in touch with them, which I do.
It was three months ago. No answer from them, then, they tell me I have travelled with another company. So I call the platform I used to book my ticket to have more information. They say that Lion Air and Malindo Air are together and that they have no legal obligation to say on what company you're going to be. However, if you don't call the right company to book your extra luggage, then, the process is over on your part.
I've had different people telling me someone would get back to me ASAP, it never happened. I was also told they couldn't find me and that even my phone call was not to be found. I gave the exact phone numbers I used to call them. Nothing.
Absolutely no answer. I am requesting full refund because that's really taking people for [censor].

I was taking the flight OD 806 from Singapore to Kuala Lumpur on 10 November 2017 at 9.30 pm. Before I was taking my seat, I want to put my bag-pack on the overhead compartment on top of my seat. But it got stuck as I can't see that there was already another back-pack there. So, I asked the flight attendant if there is a bag there because I can't put my bag. Then she said 'that's okay, you can put the bag under the seat.' I told her 'Yeah, I know but I prefer to put my bag on the overhead compartment' and to my surprise she replied back 'LETAK JE BAWAH, TAK LARINYA BAG TU (JUST PUT IT DOWN THERE, IT'S NOT GOING TO GO ANYWHERE)'. Are you serious this is the service and the right way to respond back to a customer? With her tone and the way she said it in Malay language, it sounded so rude to me. I swear I have never encountered with a flight attendant with this kind of manners. This is my first time flying with Malindo because my preferred airways doesn't have the flight time that I want but I am sure I am not going to have my flight with Malindo again in the future. She just can tell me politely that it's okay to put my bag under my seat without the sentence "TAK LARINYA BAG TU" which I consider rude. I am not sure if that's really the way you trained your flight attendant. I am not mad that she asked me to put my bag under the seat eventhough I don't like it, but it is unacceptable for me that she replied to me with that no-manners sentence. Just so you know the flight attendant name starts with M. Thank you and I hope you can fix the manners of your flight attendant or do something regarding this matter.

1) customer/company name: yee chui ying / tomei signature sdn bhd

2) contact person: yap yee mun

3) mobile phone number:

4) phone number: [protected]

5) fax number: 03-[protected]

6) address: no 8-1, jalan 2/131a, project jaya industrial estate, batu 6, jln klang lama, 58200 kl

7) email address: [protected]@tomei.com. My

8) gst id number: [protected]

9) company registration number: 480795-a

10) booking reservation (Pnr): yhdvbp

Report:
My credit card statement charge me rm 505.28 but not rm 452.28. Your tax invoice shown to charge rm 452.28.
Can you check what is the problem on this? Is your side charge us wrong price or bank?
Why your tax invoice is charge us rm 452.28 but our credit card statement charge us rm 505.28?
If your side charge us wrong price, please consider refund the balance to me.
Appreciate your side can take serious action and investigation on this due to this is not the first time. It was happen many many times, also provide the wrong tax invoice, it shown us had overpaid for our flight ticket.
I am your customer, I had to protect myself to avoid to pay extra money to malindo.
Please investigate on it, why will overcharge me?
Thanks for your kind consideration.

I want to complaint about luggage service. My flight number was OD2201 (from Langkawi to KLIA) depart on 7.30pm. First, i couldn't find my luggage once i arrived at KLIA. Thus, there is delayed in receive my luggage. After several times, i found my luggage in a bad condition. My bags was torn and most of my things inside were damaged. I hope Malindo air can compensate all the damaged made and please improve your service especially regarding luggage service.

29.10.2017 i fly with OD1012. im surpised when i saw one of malindo ground staff handling my bicycle bag with fragile tag. My bag were put upside down and when not stable the worker just push it down. it resulted the bicycle slip from the lock. Few component of my bike also damage. I want malindo to take action to this staff and also the women supervisor which only stood up and watch. This is really a nightmare after several time im using malindo without any problem. Please payback the damages this staff has done.

Hi

I've took Malindo air OD805 from KL to SG. I've checked in the same counter and airport as my friends, there were 3 of us. Upon arriving, their bags are here but just not mine. Mine was missing, I've submitted lost of baggage in sg airport however when I called them in the morning at 11am, they said the system updated that my bagggae was transported by this morning ( which was the next day) and landed sg at 9am, however 2 hours later, baggage still not found. And right now at evening 6pm, staff ground called and told me that my bag has arrived sg.
This has disrupted me a lot as I've got important documents inside that I needed for this morning.
It is really causing me a huge inconvenience and I felt that this case it wasn't my fault, as much as i trust your airline, Malindo air and this is not my first time traveling with Malindo air, i was surprised and disappointed with it. I hope I can be compensated as this problem lies with airline and airport ground staff who are handling the baggages.
I hope to get a response from you guys if not I will make it viral and social media.
Please contact me for more details of my baggage and flight details.
Thank you
Yiling

We received our credit card statement for april 2017 and noticed that we were charged for 2 OD tickets purchased on 6 april for amounts RM 1017.60 and RM168.54. We have checked our records and found that we have not made any purchase for OD flight tickets. As such we do not have any OD confirmation code (6 characters) or e-ticket number to give to you.

I bought my return flight tickets for Kuala Lumpur to Miri and travelling from 6-9 December 2017. On 26 May 2017, I received emails from Malindo Air Preflight that "OD1650 KLIA-MIRI on 06 DECEMBER 2017 will no longer be operating as it is suspended at this current time due to network restructuring". The same goes to my return flight from Miri to Kuala Lumpur.

I called up Malindo Air and was told to submit my 'Refund Request' through the website. Upon submission, I received an email from 'Malindo Refund Request' dated 27 June 2017, as per below:

"Hi!

Thank you for your submission.

We have received your refund details, and we shall get in touch with you as soon as possible.

Best regards,
Malindo

***This is a system-generated message. Please do not reply to this email.***"

It has been almost 4 months and I still did not receive my refund. Called up Malindo Air on 19 October 2017 and was told my refund request in the system is still pending.

Feeling extremely gutted as I have to wait for another 30 days (let's see) or more.

Dear Sir/Madam
I refer to an incident on Friday 13 2017. I was taking a Malindo Air flight OD1161 from Penang to Subang Airport at 12.05 pm today when this incident happened.

I was wearing knee guards on both my knees and caring a cane when passengers were told to make two lines to board the plane. An old lady on wheel chair and parents with small children had already boarded the plane. I then made my way to the queue and was first on one of the queues. To my surprise, your ground staff opened the rope to the queue next to mine even though my cane was clearly visible to him. He allowed some passengers to go through, then stopped them to allow the first group of passengers to board first. Then when he returned, he again allowed the same queue passengers to board. The other passengers behind me then started to lined up behind the queue that he had allowed to embark first. My husband then told him politely that we were on row six so if he could be kind enough to let us board first. By this time my knees were hurting as I could not stand for too long even with the cane. However, he continued to let the passengers of the other queue board which had grown even longer as the passengers behind my queue had gone to join the other queue.

It is very sad to see the lack of concern of ground your staff in this manner. I have flown other airlines this year and have encountered such care and concern from their ground staff, airlines like MAS, Emirates, BA and even Easyjet who on seeing me with a cane would immediately try their best to help me board as quickly as possible, leading me to their staff to check my passports/documents so as to ease one's discomfort. I have flown Malindo a number of times and even have a frequent flyer number even though sometimes I forgot to add my miles. Yet, I really am saddened to see a fellow Malaysian treating this old lady in such a manner.

I hope you will give your ground staff further training in ethical behaviour especially towards passengers of your airline. They should be more civic minded and caring in carrying out their duties.

Dear Sir/Ma’am.. I'm totally unhappy with your baggage service.Because, one of my baggage got damage during return flight to Sri Lanka from Singapore on 16 Sep 2017 ( flight no :OD185) and I put a general complain at the BIA.Meantime they asked me to contact your Sri Lankan agent as well. Next day morning I went to your office at Colombo with my damaged bag and I handed over it to your office staff. Nearly 3weeks later, I contact one of your agents and ask about the progress since I did not receive single call or text from your side.At that time..they said that they can't fix it and they are willing to give soft shell bag instead of my hard shell bag. This is so pathetic. I have never expect this kind of cheap feedback from your company. Please look in to this matter.thank you very much.

Dear Sir/Mam,

I had traveled from Kathmandu Nepal to Malaysia via Singapore by Malindo Air on 28 sept 2017 flight no OD 181.

I had booked my luggage to be received directly at singapore airport.
out of the four booked baggage's one was missing.

I had lodged a complaint at the lost and found deartment at singapore complaint ID SINOD11646/29SEP17/0244GMT.

The complaint department after inquiries informed me that the baggage was at Malaysia and would arrive only by the 5 pm flight.

I had a booking at Sea Mariner cruise and as per the travel bookings had to go to the cruise immediately from the airport and the cruise would sail by 3.30 pm . the staff at the airport informed that they would not be able to deliver my baggage at the cruise and that i could get the baggage only once i return to singapore from the cruise.

I had a three days cruise, My Wife and Kids were left without clothes for three days . My family had been planning this holiday since last two months
and finally the airlines malhandels the baggage.

I have suffered a lot because of this my entire holiday has been spoiled, we had to miss many events in the cruise because of the lack of proper attire which were in the baggage. i would requeset the company to compensate for the delayed baggage delivery, you should be in a position to reimburse the entire amount of my cruise package as my wife and child had just one pair of clothes to wear for three days, you also need to compensate for the mental stress that we had to undergo .
Please reply to my query at [protected]@hotmail.com

thank you once again for spoiling our holiday.

Regards
Dr.Sachin Agarwal
Vivanta Dental Hospital Pvt.Ltd.
Kathmandu
Nepal

I flew from Malaysia to India - Amritsar on the 26th September 2017. My airline ticket number is [protected].
I received atrocious customer service on this flight.
Firstly, my television on the back of the seat in front of me was not working. I made a complaint to at least five (5) of your airline staff and they ignored my requests for me to be moved to another seat. They just said ok we will let you know and kept me waiting for two hours on the flight. This was just the beginning of the disgusting customer service I received. I was ignored throughout the flight when I wanted something and took note that other customers were treated politely and with respect. I imagine that my complaining about the tv not working and wanting to move to another seat is the reason I was treated as such. I eventually moved myself to another seat after numerous polite requests. Everyone else was offered beverage choices with their food. Not only was I not offered any choices, my cup was 1/4 full and they did not top it up after a request; again I was the only one I could see that they did this too. Everyone else was offered choices and their cups were filled. The service was atrocious and anytime I voiced a complaint they looked at me as if to say would you please just shut up. I had the absolute WORST experience and I will be informing all friends and family to boycott this airline. I will also be sharing this story all over social media if this situation is not rectified. I was a paying customer and was treated as though I should not even be on the flight. I want a refund of my flight. If no one contacts me and tries to resolve this matter I will be taking this further. This is NOT how customers are to be treated. Especially after witnessing how everyone else received good service.

I was travelling to kathmandu from perth.
My hand Bag was taken and kept into luggage in Malaysia. They didn't kept any Tags. They just attached a sticker with my seat number (11F) on the Bag. When I arrived at Kathmandu I didn't received that Bag. When I asked the officials they told me to go to room no 101 (Mallindo office ) in Tribhuwan Int'l Airport. They asked my details and said they would call. The staffs on your office were unfriendly, rude and arrogant. but we didn't receive any. The same problem was with several passengers. Many also had this problems in the past as well. I need immediate action and my Bag within 12 hours or this is an Ultimatum. We have already complainedto Nepal Civil Aviation Authority, Nepal Airlines Corporation, TIA officials. And I want to Claim FIne Against Your organization.

I am really fed up and so frustrated with this staff name: SHERMIL staff no: M05517 malindo airline ground staff at Subang Airport Kuala Lumpur. I'm currently taking my flight here to Penang and I'm currently 30 weeks pregnant. While I wan to check in my luggage, she said that I'm over 27 weeks and required a doctor letter from me, I showed her the letter and she insisted that my doctor letter already invalid cause it only last for one week, while my doctor told to be valid for one month. But I've already make the confirm with my doctor and also Penang Malindo staff before I proceed to the ticket that it can be valid until today 20/8/2017! I've been told by Penang Malindo staff that as long as I sign the indemnity letter then I can onboard. I've told her repeated but she insisted wants a pregnant lady to have so much heavy luggage on her hand and goes to the clinic at subang here to get another doctor letter. At first it was still ok for me because since she said the clinic is just upstairs, so I went up and down by STAIRS because there are no escalator at subang airport here to the clinic, with so much heavy luggage, unfortunately the clinic was closed, so I went down to the staff again correct her again with my confirmation before I proceed with the ticket, but she still insisted wan me to go car or walk to the nearest clinic to get a doctor letter for her, my flight was on 8pm and it was already 7.04pm on that time. I thought it was so insane and required her to ask the manager to see me, what her replied to me was, 'it was just a wasting of time because no point to see her manager because will be the same that won't release me for the flight also and she was right and wants me to get the doctor letter no matter how', showing her arrogant face at the same time. Don't even pity an expectant mum bringing heavy thing rush here and there. After the other staff told her something and she decided to call to the manager to check and finally her manager call back to her and ask her to release me with the indemnity letter. So what if i happen something, fall down from the stairs while taking so much heavy luggage on hand and rushing to get her the letter so I able to get onboard? And also what if I really walk away to other nearest clinic as told to do by her to get her the letter just to proof that she is right and confirm with the policy? Will she bear the consequences and bear all my fees if I need to stay alone at KL or rebuy another ticket and any accident happen on me? In the end she let me proceed and I ask her that, is it your mistake that you never read and understood your own company policy and create your own mindset not helpful at all to check out the policy and everything, wasting a customer time, and also a pregnant lady to walk here and there with heavy things. She just showed up her face and don't even say a sorry! Don't even know her requirement as a respective and courtesy staff! So is the company or her able to bear all this consequence? Please seriously take action on this staff who don't even know respect an expectant mother and also don't even bother to check the correct policy for the customer. Seriously upset.

Thanks and regards,
Seow.

I had travelled to Perth for the first time with my family consisting of two kids below 3yrs. I had lost one of my luggages. It was very cold in Perth at that time and we had to struggle very badly without the things we had in the lost baggage. Then after 21 days while we were about to register for claim, we got our luggage but the baggage was not in a reusable condition. The lock, trolley and zipper, everything was broken. We had purchased the baggage for almost 250$ just before travelling .Even some of the items of our luggage was damaged. When we contacted the airport baggage services, they responded to us telling that Malindo airline policies do not cover for such damage. It is a shame that such an airline doesn't cater to the luggage of their passengers and on top does not compensate for damage too.

My mum has arthritis. Her hands don't work. She had asked for wheelchair and even paid for it while travelling from India to Perth. But she wasn't provided one. Now when she went back yesterday from Australia to Perth, then also no wheelchair was provided. This is most ridiculous flight service as old people cannot walk and this flight doesn't provide them with wheelchair. My mum cannot hold anything due to arthritis and she had to carry her hand carry luggage and walk alone. I need someone to assist me with this case as I would like to sue the airline for this matter. I have all the proofs with me. Never use Malindo air

My mother (71) is travelling on 5th Sep 2017 from Dhaka to KL through OD165 and at the checking counter they refused to provide wheel chair although wheel chair request was placed well ahead. Upon consultation the person at the counter was very rude and said wheel chair is not free. Then they asked for BDT 2, 100 or RM135 and refused to accept payment by cards.
My mother is 71 & a widely travelled person and often she had to use wheel chair as she cannot walk for long. In other airlines they donot charge for wheel chair for valid reasons.
More so, we are shocked with the behaviour of your checkin counter staffs. Hospitality in the airlines industry is always an example for other service industry whereas Malindo staffs behaviour was just the other way round.
Not at all expected from Malindo.