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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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Newest Malaysia Airlines reviews & complaints

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8:05 pm EST
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Malaysia Airlines ticket cancellation policies

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

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4:11 am EST
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Malaysia Airlines no reply no attendance on my unacceptable arrangement change flight

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

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11:12 pm EST

Malaysia Airlines flight cancellation and refund

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

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1:44 am EST

Malaysia Airlines customer service: refund of ticket money

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

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11:37 pm EST
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Malaysia Airlines flight delay

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

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5:45 am EST

Malaysia Airlines denied boarding compensation monetary

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

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2:01 pm EST

Malaysia Airlines poor service

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

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6:41 pm EDT

Malaysia Airlines flight cancellation and no accommodation reimbursement

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

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2:00 am EDT

Malaysia Airlines flight cancellation, ground crews services

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

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5:25 am EDT

Malaysia Airlines flight delay

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

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jonb1111111111111111
, US
Oct 19, 2015 10:21 pm EDT

Next time, it's better for you to just take your private jet.

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7:46 am EDT

Malaysia Airlines surname not in passport, but on air ticket. name correction.

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

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9:39 pm EDT
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Malaysia Airlines baggage was opened and things were lost from my bag

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

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9:51 pm EDT

Malaysia Airlines flight cancelled, no refund

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

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2:38 am EDT

Malaysia Airlines inflight service & food

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

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

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

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

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italk user
, MY
Apr 08, 2016 8:52 am EDT

Is the the way Christoph Mueller trained you to speak with MAS customer?
Get another job IDIOT! Don't work in service industries...Be your own boss and bankrupt.

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melisaYYY
, US
Sep 15, 2015 2:12 am EDT

This SGN-KUL flights are only 20 minutes (in-the-air) duration. What do you expect? A 3-course dinner with desserts? I just want to get off the plane as soon as possible.

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6:33 am EDT

Malaysia Airlines rude stewards

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

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

Thank you.

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3:23 am EDT

Malaysia Airlines misinformation

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

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2:36 am EDT

Malaysia Airlines lost baggage

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

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10:15 pm EDT

Malaysia Airlines lost baggage

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

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Mr Blue Sky
Sydney, AU
Jan 19, 2015 8:30 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Hi,
We are writing in regards to a Lost baggage, which was lost by Malaysian airlines on 8/01/2015. We were flying from Malaysia to Sydney. Both of our Baggage was Lost and after 2 days I received by Bag but my wife's bag was never delivered to Us. Till 15th Of January Toll Dnata assumed that both of the Bags were delivered and case was closed for good, We were following up for every single day and then Malaysian airlines realised that they have delivered only one Bag and second Bag is still Missing, Since then Toll Dnata and every one involved in this process of finding the missing bag is being total unprofessional and not resolve this issue, Now, this is a case of negligence and we have lost our patience. w.

I will appreciate if you can kindly trace the bag at your earliest ease,

Thank you

Regards

Md Rajibul Islam

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9:41 pm EDT

Malaysia Airlines ignore provide basic help on infants travelling

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

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9:58 am EDT
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Malaysia Airlines damaged luggage

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

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