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Malaysia Airlines
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1.5 1006 Reviews

Malaysia Airlines Complaints Summary

118 Resolved
888 Unresolved
Our verdict: With Malaysia Airlines's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Malaysia Airlines reviews & complaints 1006

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M
3:16 am EST

Malaysia Airlines terrible security staff and staff in general!

Flight on nov 28 from kul to bkk #mh 0776

Before I could even stop walking through security at gate h10, a woman security ### came flying at me and grabbed my breasts forcefully...In front of everyone there. I asked her to wait a minute (So we could step aside privately) and she didn't listen. Rude and violating! I was shocked! Then when I got to terminal gate down below I asked to speak to a manager... And they totally blew me off. Rude! Will never fly with them again.

Request you give proper training to your muslim staff on how to treat people, especially woman, with respect.

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A
9:50 pm EST

Malaysia Airlines missing item from luggage

Dear sir/madam,
This is to address my complaint regarding the missing items inside my luggage. I flew thru your airline yesterday november 27, sunday with 2 checked in luggage. flight details shown below.
Bkk - kul mh785
Kul-mnl mh804
Boeing 737-800
These are the items missing inside my checked in luggage with baggage number [protected]
1. (1) unit anker power core 15600 battery pack with black pouch
2. (1) piece iphone lightning cord
3. (1) iphone earphone
4. (1) sony digital camera with pouch.
Hoping you could assist me on retrieving the items. important photos taken during the trip stored in the camera, and power bank is very much essential during travel.
Kindly contact me on:
Mobile +63 [protected]
Email:[protected]@gmail.com
Thank you!
Abigail gonzales

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8:44 pm EST
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Malaysia Airlines bad bugs/fleece on pillows mh0149

I would like to report a rather unpleasant ecperience on a recent flight on your airline. I was flying from Kuala Lumpur to Melbourne, together with my daughter and a 6-year old grandson on flight MH0149 on Nov 19th, 2016. Since it was an over-night xxx hours flight, we encouraged my grandson to get some rest on the plan. He slept on the pillow and covered himself comfortably with the blanket provided on the flight. Upon arrival in Melbourne, my grandson complaint of serious body itches, and to our dismay, his body was covered with bites all over. We haf to seek medical help in Melbourne and the pharmacist ww saw identified the bites as caused by fleas or bad-bugs (see photos attached). Fortunately, the bites did not develop into a serious infection or aliments but he was emotionally distressed and could not sleep for two or three nights.

We have always enjoyed flying on Malaysia Airlines and would do that whenever we can. I assume incidents like this are rare for a flagship airline like yours. I wrute in hope that such unfortunate incidents would not happen to other unsuspecting passengers. It is also hope that we can be assured of clean pillows and blankets on our return flight to Kuala Lumpur on Dec 29th, 2016. My grandson is at a tender age and we do not want him to develop a fear of flying when he grows up. I would be glad to discuss with your staff or flight crew so that arrangement can be made to get us clean, hygenic pillows and blankets when we fly home next.

Thank you.

Your sincerely
(Chia Hui Huang)

No.4/21, Oriel Road,
Ivanhoe 3079,
Victoria Melbourne,
Australia.
Phone no.: +[protected]

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M
7:46 am EST

Malaysia Airlines I am complain about malaysia airlines customer service at sydney airport

Dear sir,
I am writing this complain about Malaysian airline poor customer service at Sydney airport, as you know my flight from Sydney to Malaysia at 10.15 pm 23/11/2016 flight number MH 0140 .
I got three kids altogether five members it was very hard for us, so we got few more laguse also 5 hand bags with baby prams, I request many times 2 hand bags for bodding cause it was too much for us to carry ourself, my ticket check out the leady agree to do but one man behind her I do not know his name but you can find him, he was very very rude with me and ask the leady do not allow for bodding asked me I have to pay more than $2000. I found him very dishonest arogent man.
After that we have to carry all the bags with us my kids got sick I saw the doctor at kulampur.
I will be try to not take Malaysia Airlince again.
I am looking forward to hearing from you about that man how you take action at list you need to ask that man why he was rude with passenger. We coming for holiday not for getting sick with Malaysia Airlince customer service.
Thanks
Mohammad naieem Sardar
61 [protected]
[protected]@hotmail.com

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2:42 am EST

Malaysia Airlines flight cancellation problems

We booked a flight (through our travel agent) from Sydney to Dhaka and back.Recently we were notified that the flight schedule was changed and now we will arrive in Sydney 9 hours later than planned. This is going to be a major issue for us as we have a connecting bus trip from Sydney to Canberra(already booked).Also according to the current flight schedule we arrive in Sydney at 7:45pm and there are no buses available from Sydney to Canberra after 8pm.Our travel agent told us that he doesn’t have the authority to reissue the tickets without being penalised. Considering the problem was created by Malaysian Airlines, neither us nor our travel agent should be charged anything extra.We called 13 26 27 and talked to a customer service person. After explaining the situation to her she told us that within 48 hours our travel agent will have the authority to reissue the tickets.But it seems like nothing has been done and our tickets couldn't be reissued. We have got no clue what else we can do. We will be travelling with a 9 months old. I feel like crying already

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2:40 am EST

Malaysia Airlines mh376 flight on 10th nov 2016 rude stewardesses

Hi

I was on the flight MH376 from KUL to Guangzhou on 10th Nov 2016 and i came across the rudest stewardesses in my life. When I stopped them politely to ask for water, they gave me the "annoyed look" and just walked away without saying anything.I then asked different stewardess, they gave you an impatient look and say "wait la" and never came back after that. Then I pressed the button for assistance, nobody came. Please dont put these stewardesses on work, it spoilt the image of our country and MY HOLIDAY!

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9:00 pm EST

Malaysia Airlines missed flight due to wrong information provided

This morning we were at the kl sentral to check in my friend, punamiya/kirtikhubilal mr (As per his flight ticket) for flight mh9186 to hong kong at 9.00am. We were at the counter where the staff managing the erl before entering the area to check in and inquired if we can still check in as it was 7.05am. She informed that we can still do so and I then purchase the erl ticket (Receipt time is 7.06am) and proceeded to get into the check in area after the bag is scanned.
We had to wait as another passenger was being attended at the counter for business class.
However when it was our turn, we were informed that he has to check in as it was below 2 hours as required. We left and I informed them that they should have told us earlier. We walked over to the gates to get to the erl platform and my guess then left to get the train (I believe it was the 7.15am train) but he missed as it left just as he was getting down the elevator.
He took the next train and upon arriving the counter in klia was informed that he was late by just a few minutes and was not allowed to check in. He called me at 8.08am to inform (As per the phone record) that he was not allowed to check in and he had to purchase a new flight ticket for the 2.30pm flight (About rm4000+).
It is very disappointing because if the lady manning the erl had informed that we need to get to the airport to check in, mr kirti would have been able to be on the train which left at 7.15am and reached klia in time and checked in for his original flight at 9.00am.
I would like to get a reply as to why there seems to be no clarity between erl and mas staff on the minimum period between check in and flight. Mr kirti was at the counter at 8.05am for 9.00am flight, was it difficult to check him in and furthermore he was on business class.
Due to misinformation from erl and mas staff, mr kirti was not allowed to check in for his scheduled flight at 9.00am and he had to incur an extra rm4000+ to purchase a new ticket to get to hong kong at 2.30pm.
I am very disappointed as my company needs to reimburse dr kirti the extra amount incurred as he was our guess to conduct a workshop in malaysia.
As it is he was already disappointed with mas for his delayed flight the night before from kuantan which was scheduled for 7.50pm but only left about 1 hour + later.
I would like to request for an official reply and if mas is going to compensate for the new flight ticket purchased.

Thank you

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12:52 am EST
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Malaysia Airlines meal

I booked a flight to HKG on 10 Nov on august. But i had make a call to request for a kid meal for my flight and return, and i also request for the seat selected. But when the meal is served, i was told by steward they didnt receive any request ( for return flight too). Please clarify.
My booking no. is K4LX7.
Your prompt action is highly appreciated.

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7:45 am EST
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Malaysia Airlines the way miss yap, stewardess of mas called me back from my seat to toilet to flush the toilet!!!

I was called my the stewardess back to toilet to flush the toilet which was not used by me though I was in toilet to wash my face and hand. I felt embarrassed and be little by the way she look at me and talked to me. This was most probably she thought I was a illiterate 'kampong boy'/ rural guy who never travel or use a toilet.
She shouted at me 'excuse me!' and said 'please flush the toilet after used' It was not me that thrown the tissue in the toilet bowl, I tried to explain the but the fierce look of her really make me uncomfortable to explain further and avoid a scene I just flush it! I became the MAS cleaner of toilet for other passenger which I think was the lady before me...

The way Miss YAP expression shown that she was happy as she had successfully 'disciplined' a 'kampong boy' I was really embarrass as I was with around twenty of fellow lawyers, they laughed at me and giving me the disgusting look. I wish there is hole for me or thick cloth to cover my face...

Thinking back she shouldn't call me back to toilet even if it was true I used the toilet bowl, she should just flush it! What's this? A school with discipline teacher?! I made a fool of myself by complying...

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2:30 am EST
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Malaysia Airlines poor quality in business class

Flight MH003 10am on 11.11.16 seat 9c. Having paid over £2000 for a flight in Business Class I found the following wrong:- a faulty headrest meant the Steward told me to take off with a reclined seat . The arm rest was broken, each time I put my arm on it it broke. My seat had very little padding so it was too uncomfortable to lie down as it was so old & solid. My husband, in seat 9a couldn't have his food selection as they had run out when he was only on row 9! I am returning to Heathrow with my husband on 19.11.16 on MH004 (9:00am) and hope we have a better plane as the one we came in on did not generate any confidence in flight safety as it felt like a very old, worn out aircraft. We often fly to Malaysia and frequently use MAS, this is I the first occasion I have had to complain and will certainly check what else is available in the future.

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11:29 pm EST

Malaysia Airlines connecting flight flew early, luggage came week after - hardship for nights and weeks

Dear sir,
The incident happened at kl airport on 5th nov'16. We have flight from hong kong to mumbai via kl with confirmed pnr number yucjf with three member and one being small kid. As per confirmed ticket itinerary - flight from hk to kl (mh-9187) to reach kl at 20:00 and flight kl to mumbai (mh-186) to depart from 23:00. However, on the incident day, flight mh-186 was decided to took off 2130. We missed the flight. The problem starts from now:

- they mentioned that they will provide hotel accomodation for waiting. However, hotel was provided 5:00 am in morning. Entire night, we were waiting in lounge with kid.
- our luggage was not given to change. Later on we found that luggage is missing at kl.
- we flew to mumbai on 6th nov flight without our luggage (In 24 hours they could not find my luggage).
- I missed my earlier connection to baroda. This mean need to buy flight ticket last minute at high cost.
- I could not start my business for entire day because I was stuck at kl. This is big loss.
- I reached baroda (Home town) on 7th nov. However, , my luggage came on 10th of nov.
We had tremendous harassment for four days. Two sleepless night (5th night) and (6th night) , loss of one day business, without luggage days for 5 days. For mh decision to fly early, mis-management of our stay in hotel and then big mishandling of our luggage, I request you to kindly provide compensation of rs. 60, 000 for my expense for new ticket to onward journey, loss of business day and hardship to family.

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10:36 pm EST
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Malaysia Airlines service failures

My partner and I recently took a trip from melbourne to phuket return. This consisted of 4 flights in total with malaysian airlines. This is what happened;
On the first flight from melbourne my partners screen didn't work properly. When it was time for the second meal on that flight, they did not have our pre-ordered special meals (Which they had for the 1st meal of the flight!). The meals were poor. I was served the same meal 3 times! My partner was served the same meal 3 times as well. My meal was lacto-ovo but what I was given was vegan. Although it was marked as western vegetarian, it was eastern vegan as I was serves rice, dahl and tofu 3 times! On some of the meals during the flights, the regular food given to customers would have been fine for me and/or my partner. Why didn't we just get those? Why waste money (Which you clearly don't have) on special meals when the meal you serve is vegetarian (For example) ? This happened several times. Why couldn't I get the same desert as other (a cookie) ? Was there meat in the cookie?! Vegetarians do eat cake, cookies, chocolate, cheese, eggs etc! My partner has salmon 3 times... Why would she want to eat the same meal two hours apart? Would you? It cost you more to provide that than give her the meal that was served to customers and did not have dairy (She is lactose free). On the last flight home we were given a salad roll for breakfast! For breakfast! Why would I eat that for breakfast? Why would you serve that? Do you know what a vegetarian is and what we eat? We couldn't eat it and asked for the same food that all the customers received... And you wasted money.
On both short leg flights my partner had the middle seat in the row and her footwell was obstructed both times by a device. This made her flight very uncomfortable. On the flight from phuket to kl, the seat pockets in front of both my partner and I were broken and torn. On both short haul flights (737) , the overhead screens did not open (Or close) properly and the safety messages did not properly display both times. The audio did not work either. On the first flight they gave up and had to do the safety instructions manually but they didn't do them properly or in at least two languages... This is a major safety concern.
On the flight from phuket to kl, the flight was delayed without explanation. We had a short transfer window and approached mas staff about this. They said they weren't sure what would happen but would call ahead so they knew we'd be late. We asked the flight steward the same and they advised there was nothing they could do but someone would meet us at the airport. When we arrived there was no one there of course. We had people on our flight connecting to melbourne, nz and other parts of australia. There was one person there for flights to darwin and she knew nothing about the other flights. We had no information about where to go. It turned out of course that the flight was leaving from the other terminal, from a gate all the way down the end of the concourse. We like many other ran wildly through the airport, a danger to all the other people there and to ourselves. No signs, no help, no assurance the plane would wait, no one there with a car to drive us. I am recovering from surgery and my partner has asthma. The risk you cause to your customers health is unacceptable. The risk of people falling and hurting themselves and others as they run through the airport is appalling. Mas knew where our flights were leaving from. Ours would have been there at least an hour. We could have been told that we needed to take a train to the other gate. We could have been told it would wait for us. We could have had the help of mas staff. But mas is not the airline it was and no longer provides a premium service... Sadly, you don't even provide a basic service anymore. So once I ran all the way to the plane, I made it on and hyperventilated for the next few minutes. I was covered in sweat and must have smelled awful - and now I faced an 8 hour flight that way! But I was not alone, for my partner and many other people who ran were in the same predicament, undoubtedly to the dismay of those that had to sit near us. We had already had a long day of travel, delayed at phuket airport which is very uncomfortable and then made to run like animals. No apology was provided. As we caught our breath the captain announced a delay as they waited an extra 15 minutes for people transferring from other flights! Why were we not told this? Why weren't we given an opportunity to go to the plane quickly and safely without the worry or need to rush? This was appalling. I asked the cabin crew for a face washer that mas used to hand out to all customers and I saw them giving to first and business class but I was advised that this was no longer provided to economy customers. I told the cabin crew member my story and he took pity and provided me with a towel... The only good service we had on any of the 4 flights.
During this flight the poor mas girl working in our area was all alone making service sow. We were advised that one crew member called in sick and was not replaced. This is not appropriate nor is it safe... I have serious concerns about mas's safety practices.
So we arrived in melbourne and are waiting for our bags and I hear my name called. You guessed it, even though I was made to run for the plane at my own risk and then wait an additional 20 minutes which they allowed for everyone else to make it, my and my partners bags didn't get on the plane. A 'hot transfer' label was put on both bags in phuket and there was at least 30 minutes from when our plane arrived to when the other plane left but our bags were not put on... Just to rub salt into very big wounds. It took a little over 40 hours for our bags to arrive to us. We were without our essentials for all that time and were unable to clean our clothes for the working week that had started. We were put out by this for the rest of the week.
We are very upset and disappointed by the poor service and practices of malaysia airlines. Your standards have dropped so low and continue to fall. Worse yet is you don't seem to know how to fix the problems and do the basic things right to allow your customers an enjoyable trip so they may use you again. This was the worst possible ending to what was a lovely holiday. Unfortunately because of mas, we got home, angry, tired, dirty and upset without our clothes, toiletries and other possessions to sort ourselves out. You waste so much money of special meals which aren't right, your planes are falling apart and your staff have very low morale. That is why they no longer do the things that used to set mas apart.
I had only just agreed to use mas after my last bad experience with you in 2014 - i'd used your competitors since but took a chance this time. When booking the flights it asked for my qantas frequent flyer number and I was under the impression that I would receive points for the flight. Qantas now tells me that this seat class does not provide for points. Why were we not told at the time of booking? We booked under false pretences and were misled. We should have that information at that time in order to make an informed decision about which airline I would use. We are seeking an apology, an explanation about the mess which is your food service and compensation for the misleading information, poor service, affect to our health to be made to run, uncomfortable flights with poor food and having no bags for 40+ hours.

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7:43 pm EST

Malaysia Airlines changing of flight time

Dear Ms/Mr/Mdm,

I received an email on 7 November 2016 regarding my flight time on 21 November from Bangkok to Kl has been changed to 0635am due to operational requirements. It will be two weeks before my date of departure. However, I called up to the customer service on 9 November to change my time to 5pm as your agent said it can be change and there's seats. She asked me to wait for 24-48 hours then an email will be received. Unfortunately, I did not received any email until I called up to customer service again regarding this issue and I was told my flight time did not change and I couldn't change it because the flight is full. The only available flight is at 11am. I had to change it to 11am and my program on that day has been disturb as I need to be at airport at least 2-3 hours. I am very unhappy and unsatisfied with the service provided by MAS airline. 1st- Time of flight changed to early morning flight which has already disturb my program that I had on that day. 2nd - Your staff did not change the flight time as I requested to 5pm and I had to take 11am which still disturb my program. Then I called back to request to change date to 22 November but unfortunately your staff said cannot be done due to I already change once and I had to issue an email. I had already issue email and I hope I receive confirmation as soon as possible. My booking number is WY1ZV. Thank you very much.

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8:23 am EST

Malaysia Airlines credit card over charges

Date of incident: october 06, 2016
Ticket purchase reference: ktrv9
Passengers: mr chee keong lee / mr ryan kai en lee
Original itinerary:
03-oct-2016 hkg-kul-pen
08-oct-2016 pen-kul-hkg

I called mas service centre on oct 06 to change pen-kul-hkg itinerary from 08-oct-2016 to 11-oct-2016. I was informed that the additional charges per person was hkd900 and total charges for two person was hkd1, 800. I paid the additional charges with my visa credit card and received the confirmation itinerary receipt through email at the same day.

However, when I received oct 2016 bank statement, I was surprised to notice that I was charged sgd1, 800 instead for the flight itinerary change. this is ridiculous. here I attached the captured images of both my itinerary receipt and bank statement.in fact, i've called up the mas service centre many times from oversea for help but to no avail.

Please help to resolve the issue and make the refund asap. also, please make up my loss for the exchange rate due to the mistake because there would not be any exchange rate loss if I was charged correctly in hkd in the first place. thanks.

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9:40 pm EST

Malaysia Airlines unauthorized credit card payment

Dear malysiaairlines !

My friend, wickramasinghe wannige sanjaya s (he who has 6 times with malysia air line) , wanted to malysia airlines ticket booking. I have a standard chartered credit card and I agreed to do it. Unfortunately 1st time due to your system error, the card was recognized by your systems. But the payment was done. 2nd time enter card details then then declined. Then he want other friend and he did successfully by alipay.

Yesterday, I noticed what happened when I check my account. Herewith I have my bank details. I called my bank, now payment was done and nothing to do with them. However they told the reference no :

Reference no : 597903

This his details :
Ticket number : [protected] (Alipay)
Passport number : n5238770
Email address: [protected]@outlook.com
Name : wickramasinghe wannige sanjaya s
Date : 04 / 11 / 2016

I want to cancel this unauthorized credit card payment and pay back to my account.

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4:16 pm EST

Malaysia Airlines crew was rude to me on my flight

Hi
I was travelling on flight number mh129 from kul to melborune
When I boarded the flight I asked the crew for a glass of water
He rolled his eyes but went and got me the glass of water.
When he came back with the glass of water my friend said why didn't
You ask him to get me one. So I asked him for another glass of water
For my friend so rolled his eyes and huffed and puffed this time. So I jokingly said its a good exercise I said with a smile just to make him laugh instead he turned around arrogantly and said don't tell me what to do madam. Later I went up to him and I asked him his name and he gave it to me. I said to him I will be reporting this and he arrogantly turned around and said please do see if I care.
His name is vinothan was on mh 129 on the 11th of october 2016.
The reason I took so long to send this complaint is because I rang the mh manager in melbourne and left a msg but no one rang me back and then I thought id try on line.
I am really disappointed with his behaviour and it is not good for mh when you guys are trying to recover from the 2 unfortunate disasters.
I travelled with mh many times and I have never experienced this kind of arrogance and rudeness.
Please address the issue before he continues with his rudeness and arrogance behaviour and gives mh the wrong reputation.
I am a travel agent and have been a huge supporter of mh over the years.
It sadness me to see that kind of attitude.

Yours sincerely
Jamal omran

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5:54 am EST
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Malaysia Airlines flight: mh003, ref:knsd7

Dear Sir/Madam,

I would like to take this opportunity to discuss my flight from Heathrow Airport with a connecting flight to Kaula Lumpa to final destination of Phuket. My flight details for this are detailed in the subject of this message:

To begin we were very much in a happy mood due to this being mine and my husbands honeymoon, but on the flight to Kaula Lumpa we ended up being very annoyed. This was due to a number of reasons, beginning instantly with my monitor screen located on the seat infront. This did not load any movies at all and kept freezing, I had told the staff on 4 ocassions about this, they continued to say switch it off and leave it for a while and it should work. Following this I could not get my system to work for over an hour and it only started working coincidentally, there was no actual help from your staff. This was a long flight and to keep your customers entertained you provide this service. I am very angry that nobody tried to sort this for me, or checked up on me due to me continuing to ask. The staff were just rude amd tried to pretty much palm me off and even my Husband when he asked. This issue occurred another 2 times as I tried to load new films. This really did discomfort my feeling on the flight!

I couldn't sleep on the plane, its like this for maybe for most passengers and it did not help that I couldn't watch movies.

Secondly, I am again even more annoyed at the amount of times my husband and I asked for tea. Firstly the response was "okay this is fine" assuming that this was a yes and they would bring us tea. Now I have flown with many airlines and never ever have I had a problem with them bringing me tea when requested. So on the first request the tea did not arrive, my husband then again asked a different staff member, he responded with "its not time for tea and coffee yet and that this is in a little while". This again did not arrive and my husband was forced to go to the back of the plane and literally bring it himself.
At this point I couldn't of been more disappointed with the rude service and poor quality equipment, these are really the main things we needed on our flight and we felt these were not being provided with any sort of high quality.

I mean I very much doubt this is the kind of service you provide for your customers in the higher classes but my husband and I were very disappointed with our experience in economy.

Our return flight MH002 is on the 19th November and we very much hope you will provide a lot better experience.

My email address is [protected]@gmail.com and my Husbands email is amardeep.[protected]@gmail.com, mobile: [protected] if you wish to provide any further correspondence on how to make our return journey a more pleasant experience.

Thank you,

Jiskiran Thiara and Amardeep Sahota

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1:21 am EST

Malaysia Airlines mh178 of 14/10/2016 colombo / kuala lampur

Dear Sir/Madam,
Reference: MH178 of 14/10/2016 Colombo / Kuala Lampur
I am writing to you in connection with the above flight which I was booked onto on Friday 14 October 2016.
The flight was scheduled to depart from Colombo, Sri Lanka - Bandaranaike International Airport at 00.55, but was cancelled sighting technical reasons.
Despite my family and friends advising me not to fly in Malaysian Airlines due to the events of recent past, I still chose MH over other airlines. This was solely because of my previous travels with Malaysian Airlines and have liked your service, but this was the first time I flew after the crash of two flights. To the disappointment of myself and all other passengers booked on MH178 the unexpected happened. Generally, I do not have an issue with moderately delayed flights but what we had to go through was unacceptable. Once we were on board MH178 and were seated for about 1.5 hours, our flight was cancelled and it was announced that the cancellation was due to a technical issue. I was flying for my sister’s graduation with her and my mother and the reason for booking this flight was due the convenient time of landing in KL so my sister could attend to certain formalities prior to the event.
The crew unfortunately, did not even have the courtesy to inform the passengers until we asked. When we questioned, they said we will be moved to a hotel but they are not too sure of when we can fly back. They said it will depend on the next available flight. Throughout my mother was questioning why I chose MH and I had no answers, which was traumatising.
This happened around 1 am and we were kept waiting for hours and hours. We informed that we are going to attend a graduation ceremony and we can’t go back. They asked us to wait. Mind you they did not even offer us water. After many conversations, around 5 am they said they will be able to transfer us to Sri Lankan airlines scheduled flight to KL and the Sri Lankan airlines flight was to depart at 07.45am. We hurried and was in a massive queue to transfer our luggage, by that time it was around 6.40 am. Then when someone complained that we were not even given anything to eat/drink they arranged breakfast. We did not even have enough time to have it because we were late for the other flight and we had to rush. The trauma we had to go through was immense. Many things got delayed, my sister missed to take her graduation picture the previous day because she was exhausted after the long flight and breaking rest for over 36 hours. My mother got a migraine attack since she didn’t get enough sleep basically we were up for 24hrs that day.
I’m writing to you with a lot of disappointment. It took time because I was held up with work but I thought I still should write to you and let you know my grievances. I’m sure you will lose many loyal customers if this repeats. Appreciate if you can arrange suitable compensation for the inconvenience caused preferably with free tickets.

Regards,
Reshma Azeez
[protected]@masholdings.com
+94 [protected]

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Malaysia Airlines poor communication and mismanagement of crisis

I'm writing to let you know that you had not taken care of me as your passenger who traveled from New Zealand to Malaysia often to see family, friends and get dental treatments. Below, I will describe the problems with MAS communications with passengers, suggest improvements and finally detail my case for compensation as a consequence of your mismanagment. I was unwell when I get home on 18 Oct 2016 (after a flight delay of 2 days); hence the delay in writing this letter.
On 15 Oct 2016, I went to Kuching International Airport at 4.20pm to check-in my flight which was scheduled to depart at 6.25pm to Kuala Lumpur and to my surprise, it was cancelled; and I was told by MAS counter staff that I could catch the next available at 7.30pm which means I will miss my connecting flight from Kuala Lumpur to Auckland. I asked if MAS will pay for my hotel costs and the answer was NO. So, I stayed back in Kuching for another night.
Subsequently, I was told by counter staff that most passengers who had to catch a connecting flight had flown on the earlier flight at 4.30pm because they had been contacted. I was told MAS tried to contact me but could not reached me. Then, I realised that MAS actually called my New Zealand number and unlike other passengers, I do not have international roaming; therefore, I had not used my NZ sim card; instead I had purchased a new sim card in Kuching with a local number. Subsequently, I asked if MAS emailed me and the answer was NO. Hence, I do not receive any emails regarding the cancelled flight; and therefore, MAS has been negligent and should pay compensation for the expenses incurred by me to stay another 24 hours in Kuching.
FYI, I was re-booked on the 4.30pm flight (MH2517) the next day on 16 Oct 2015 from Kuching to KL. I had waited for one hour for MAS staff to re-issue my boarding pass, and upon landing in KL, I had waited another 3 hours for my connecting flight (MH131) from KL to Auckland which departs at 21.45. To my horror and disbelief, I missed this flight because there was a change in the boarding gate and I did not hear of my name being called on the bad PA system. Frankly, this is my first experience of a change in gate number and being unaware of the change, missed my flight again. Eventually, I found out at 10.45pm when I checked with ground staff and was told the flight departed and my luggage was taken out. Another passenger on this same flight (Ms Long) also missed it. Both of us were in shock and gone through so much stress and mental torture because of poor PR by MAS staff. We receive very little support from MAS staff and was simply told to get through immigration, get a security pass on 2nd floor and reclaimed our luggages (ground floor) and re-booked our flights (6th floor). To add insult to injury, we were told to pay penalties to re-book the flight (RM506). The whole ordeal took 2 hours, it was a rush from one floor to the next. Finally, at 12.30pm, 17 Oct 2016, I took the KLIA express to KL Sentral and checked into Hotel Sentral at 1.30am. It was an exhausting ordeal.
During this horrible episode, there was one saving grace. At KLIA, after checking in our luggages the next day, Ms Long and I met Encik Fakairi Ismail, Duty Manager Counter. He listened and emphatised with our ordeal; and at our request, he issued a letter (which I attached) and offered MAS Golden Lounge for us to wait and assured us that staff at the lounge will look for passengers who had not board the aircraft.
Here is the list of my expenses which I hope MAS can reimburse:
1. One night stay in Kuching (24 hours)
Hotel RM200
Taxi to airport 150
Food 50
2. One night stay in KL (24 hours)
Hotel 120
KLIA express 100
Food 50
3. Penalties paid to MAS due to flights re-booked (receipt attached)
506
Total claims RM1, 076
Here's my suggestions to improve MAS communications:
1. MAS should not assume that all passengers have international roaming. When flights are cancelled, contact passengers by:
a. email
b. WhatsApp - This is a very useful mobile apps that uses the passengers original number at country of origin. If MAS staff had used WhatsApp, they could send me a message using my NZ number (+[protected])
2. When there is a change in boarding gate and passengers had not showed up at boarding time, pls send one staff to the original boarding gate to check and announce missing passengers. You can't rely o the airport PA system as KLIA is a busy and noisy airport. This is much more efficient to MAS since unloading missing passengers luggages took 30 minutes as compared to 5 minutes to ask passengers to rush to the new boarding gate from the original boarding gate; this is also much better outcome for passengers who would had missed the flight and suffer an exhausting ordeal.
My hope is that the CEO is made aware of MAS short-comings. As a passenger, I felt really let down by poor service and poor communications and would be very reluctant to fly MAS in future. I fly to Malaysia from NZ regularly. I hope you do not ignore my complain. I would really hate to put this episode on facebook or another website.
I can't attach scanned documents; pls email me: [protected]@yahoo.com

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Update by Allan Chang
Nov 07, 2016 1:26 am EST

I could not attach scanned documents on the above complaint. I hope to attach it here.
Regards, Allan Chang

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Malaysia Airlines stolen items

Hi I travelled from bangkok on 4th nov to kuala lumpur then onto london heathrow... And aftershave was stolen from my checked in suitcase I discovered hen I returned home... I'm very disappointed I never thought thieves would be working within malaysia airlines... The only time my suitcase was out my sight was when use had it... I will do my best to make everyone aware of item stolen and know it was in the care of your airline

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