Malaysia Airlines
reviews and complaints

Hello, I am writing to make a complaint regarding the flight delayed for MH0642, it was supposed to depart at 12.50pm but has been delayed to 5.25pm and according to the ground staff they are unable to confirmed if the flight will depart at time, is subject to change in due course. When I asked them any solution or any early flight, their answer is "No", "I do not know". Is this the proper way they answer to the passengers? And when I asked if I cancelled the trip, will I get the refund and there is one girl sitting there answer with a bad attitude "it's has to be go by proper procedures la" her answer and attitude is piss me off. They just issue us an voucher that's it. Their service is suck, spoil my trip. This will be my last time travelled with Malaysia airline. 😡😡

I'm very upset because MAS notify the passenger very late about flight delaysMH1209 . I have an international connection flight and this delayed will compromise my connection.
Everytime I come back using MAS, the service not improving BUT getting worse! Last month I travel purchase using one booking and yet still unable to Check-In my luggage for international flight. This time I book separately and the Check-In staff said "cannot Check-In my luggage because of separate booking ".
THIS is not my First time travelling using MAS but after 26 years trying to support National airlines this will put me off!
Regards,
Disapointed Customer-Aziah

Hello,
I just wished to pass on my disappointments on a recent flight from Kuala Lumpur to Melbourne. I was travelling alone and was seated next to a man who, was clearly intoxicated as soon as he got on the flight. I felt uncomfortable sitting next to him as soon as I got on the flight as he was looking at me innapropriatly. I tried to locate a seat elsewhere, however was unable to see any spare. I then progressed to explain the situation to the attendant who told me the flight was full. I returned to my seat and the gentleman continued to order multiple more alcoholic drinks, spilling them on the seat he then asked me to change with him. I was then stuck on the window seat. I again asked an attendant for another seat, which they looked briefly and told me there were none. I did not sleep on this flight due to feeling extremely uncomfortable next to this man and my concerns if I were to fall asleep. At one point he proceeded to lift the arm rest and was encroaching on my space. He also lay facing me and at one point I looked st him to see he was sitting staring at me. At the end of the flight he asked me multiple times when my next flight was, to which I lied due to my concerns of him. Since coming home I have felt very upset when thinking about what happened and when I think about that flight I feel let down that my concerns were not taken seriously. I am terrified of flying again due to this situation and feel disappointed that his behaviour was permitted and drinks were continued to be served to someone who was clearly intoxicated.

MAS : inconsiderate change of flight n separated us! Very disappointed! 😡

My name is Ooi Hooi Mean. I'm very disappointed with the unprofessional n sudden changes to our flight from KUL-BKK MH0788, 28/4/17 12:20pm. Me and my friend Ms Chu Lee Fong suppose to be taking the same flight from KUL-BKK but due to her flight from Kuching delayed 20min, MAS sold off her place to other ppl n it's a full flight! the reason y she is not allow to board the same plane which we have booked together is because MAS has sold her seat to other ppl n not because she can't make it to board the plane ! The original scheduled flight MH0788 was delayed more than 20min also and yet, she can't on board the same flight with me even thought she can make it coz her seat was sold off! At that time, the MH788 also haven't ready for boarding. The Kuching flight touch down at 11:50am n she called me to check on our flight. Then 12:10 she called again n cried that MAS had changed her flight without asking her permission or no early notification! We were very sad due to MAS inconsiderate move. MH788 only start boarding after 12:30pm which give ample time for my friend to catch this connecting flight! Ur so call save cost n sold off her pre-booked n paid ticket is totally not acceptable! U have ruined our 1st day trip, MAS! Now, both of us need to take taxi separately n paid more to head back to our hotel because of ur inconsiderate change of flight n separated us! Our lunch n shopping trip together need to be cancelled n postponed by ur inconsiderate flight change!😡😡😡😡
We hope that MAS can give us an explanation which can satisfy both of us for future n continuos flying with MAS. Both of us are MAS frequent flyer!
2) second disappointment is I'm not aware that a more than 1 hr MAS international flight does not have video n entertainment device! It's my 1st encounter n very disappointed ! Your company choirs put a special remarks on this! If I knew it earlier, I will definitely not going to book MAS! 😡😡Although MAS is going thru cost cutting measure, but we do paid an expensive ticket just for your MAS facilities: video, meals, n luggage allowances which Airasia dun have. If either 1 of the above mentioned facilities don't have, MAS should not charge high price ticket than AirAsia because of its equivalent service to AirAsia, non-full board flight! MAS will eventually loose out their market share to others competitor anytime now! N, even Malindo is better off than MAS! I should consider to convert all my MH points to others Oneworld partners after all this dissatisfactions! Come on MAS, where is the quality? U have again disappointed me...I guess my return flight from BKK to KUL on 1/5 will be my last flight with u, MAS! 😡😡😡

Hi,

I had a issue with Malaysia Airline online booking.. but kind of support and reply was strange.. not sure you can help other customers.

GTS 04605-04/2017/AA -Support number and sent all proof to MAS support. But still they keep arguing to book myself again. Its your IT problem, when such problem occur normally a call centre call and help to book same flight and same cost which is what the client expect.

Malaysia airline just say its online IT issue and just keep quiet. This is not the way you support the client. Also its not the customer problem, Varying price is acceptable, but the price become 10times higher while paying is your IT problem. When I call online centre to book for me they quote a different price and didn't help me though she recognise the issue at online payment.

What a poor service!

Regards
Suresh SK

We have arrived from Singapore to Hyderabad via connecting flights (MH-616 & MH-198) in Malaysia Airlines on 21-Apr-17 but our baggage has been delayed.

However, we have received our baggage on 23-Apr-17 where we found that a gold chain (mangalsutra worth of Rs. 1.5 Lakh approx) is missing. We have also mentioned about the same in the baggage delivery receipt as remarks.

We request for a thorough investigation and expecting a return of the missing item or a refund.

We would proceed for a legal action on this incident if we do not receive any response on this compliant.

Attached the delayed baggage receipt for reference.

Good evening

Customer name Maneewan Aramworapaisan
Airline reservation code X6GKB (MH)

My name is Maneewan. I write to submit an official complain t to Malaysia Airline flight MH0195 travel date 08.04.2017. The flight departure on my travel itinerary at 23:25 but it was 3 hours’ delay... My departure time was at 02.05 on 09.04.2017. I did not receive any notifications from your Airline in regards of this delay until I was at the airport.

I stayed at Niranta Transit Hotel, lower floor of Mumbai International Airport prior the check in. I would have stay there at least 4 hours longer if I know that my flight was delayed... which was very disappointing... instead I spent over 7 hours at the airport before I departed India.

At the check in, I was assured by your customer service representative at Mumbai Airport that I would not missed my connecting flight to Sydney. Which was basically a lie to cover up. In addition, the customer services I have received at Mumbai Airport was dreadful, unprofessional and disgraceful. I would strongly recommend Malaysia airline to re-train your staffs or hire new employees.

Once we landed at Malaysia international. I was advised to talk to your customer representative. The lady was very helpful and accommodating. I was advised that our connecting flight had already departed and our new flight is MH123 departing time was at 22:25 0n 09.04.2017. I was then advised to go to the lower's floor and wait for " a bus" to escort us to The Marriott Hotel Putrajaya.

The Marriott was impressive and accommodating to my needs at the time. However, I lost my reservation at the Shangri-la hotel in Sydney. It was over AUD $ 460 for one night stay. The reservation was non-refundable... furthermore, I didn't have a spare clothes, toiletries, make up etc... as it all in my check in luggage. Fortunately, there was a shopping centre close by to the Marriott and I managed to purchased new set of clothes and other items that required at the time.

I need a confirmation from you Airline to submit for an insurance claim. Please see below

. If travel was cancelled by a transport provider – letter from them explaining the circumstances of the cancellation and any refund/compensation paid or payable to you
· Property irregularity report from the carrier
· Ticket & baggage tags from the carrier who caused your luggage to be delayed

Thank you for your time reading my letter.

Please send your respond to my email address [protected]@live.com.au I will see how I go with my travel insurance and will get back to you.

Kind regards

Maneewan Aramworapaisan

I have written to the customer service since 14th February about my baby's stroller and up to today 23rd April I still haven't heard anything back from them. The airline destroyed my baby stroller and had grease all over the fabric which can't be removed. London Heathrow airport ground staff saw and told me to write a claim letter to the airline. Guess what the airline just never reply or answer.

Dear Sir or Madam,

Re: Compensation claim for cancelled flight

I am writing regarding flight MH002 on 26/03/2017, due to depart from Kuala Lumpur to London Heathrow at the scheduled departure time of 23:15. This flight was delayed by 8 hours 45 minutes then subsequently cancelled before flying. We were placed on the alternative flight MH0004 which was also delayed and I am seeking compensation under EC Regulation 261/2004 for these flights.

The passengers in the party were Mr Andrew Foster and Mr David Dixon

My scheduled flight length was 10, 562 Kilometers and the delay to the destination of the alternative flight offered was 14 hours 15 minutes. I’m therefore seeking compensation of €600 per passenger in my party. The total €1, 200 for all passengers

Due to the delay of the flight subsequent connecting trains and buses were missed resulting in lengthy delays to the final leg of the journey and further additional costs were incurred

The total compensation sought is :
€1, 200 Flights
£100 Caledonian Sleeper train
£10 taxi

I look forward to a full response to this letter within 14 days. If I do not receive a satisfactory response I intend to pursue my complaint further, which could mean taking it to court.

Yours faithfully,

Andrew Foster

Hello Malaysian Airlines Team,

I am writing this mail with a heavy heart. I have liked flying with Malaysian airlines, but now I find myself in a very difficult situation, My check in baggage has now been missing for the past 4 days since I landed in Bangalore and unfortunately the airlines has not been pro-active in helping me track my baggage. On April 17th, I flew from Auckland to Bangalore Via Kuala Lumpur through MH0130 and MH0192. I landed in Bangalore on April 17th 11.40 PM. My baggage is an American Tourister briefcase. It weighs approx. 15 kg and has a sand-brown colour. The missing baggage number is MH0232129150 and I have filed a property irregularity report at the Bangalore international airport as well. The file reference no. is BLRMH14488.

I would like to bring to your attention that the items contained in this baggage is beyond monetary value to me. A lot of items which are of sentimental value have also been flown in from NZ. I have my University degree graduation certificate in this, and it will be impossible to find a good job unless I get this certificate back.

I have been waiting for 4 days now, I have been calling the ground handling staff at the BLR airport regularly to know the updates, but all i hear from them is that the baggage is still being tracked. This long wait is now getting agonizing and I am unable to get a good nights' sleep because of the same. I request you with all earnestness to kindly assist me in tracking my baggage. I am not sure what went wrong, but please do not keep me waiting any further. I request you to track and return my baggage safe and sound as soon as possible.

Looking forward to hearing from you at the earliest. FYI, my contact no. is +[protected]. Other alternative nos are +91 [protected] & 080-[protected]

Thanks,
Sudeep

Hi, I want to complaint why I buy your insurance, when my luggage damage can't claim anything! Now your say the file already closed, then I can't get anything ! All the baggage tag, insurance number, air ticket, all I already email! Is your airport baggage department staff tell me email! And I tell her Is my friend buy the air ticket and insurance!She just say ok! Now the report say claim my own insurance ! The problem is I Buy from your company ! MHISURE!, then how come I have my own insurance! I need complaint your Indian staff ! 19/04/17 12 .20AM I back from Bangkok to Malaysia ! MH 0781, pls check with me and reply me as fast as soon ! Thank you !

This staff was absolutely rude to the core as she chuckled on me when I asked further about the hand carry policy. My daughter had a small back pack and a handcarry with toys while I have a laptop bag. She said only one piece hand carry allowed per passenger although total hand carry weight was within acceptable range. She definitely makes me look stupid enough. Thank you.

On 17th April 2017, I have found a disturbing photo through the Instagram site of an air stewardess staff of MAS. As the caption of the photo reads "The fake smile i give whenever the passenger asks me to help lift up their luggage". I well understand that it is not one of their duty to help with such request but it would be unappropriate to not show professionalism by bragging about the lack of assistance she is willing to provide. Customers comes first at all times. You should not claim that you are giving them fake smiles* and bragging it online, especially when the attention now are always centred on social media sites. Please take appropriate action and educate the staff for a tiny bit of respect. Thank you MAS

Boarding a flight at 9am. Arrived at the klia airport at 7:15am. Waited for almost 1 hour to get my bag checked-in. There are only 8-9 counters with people working at counter C. No sense of urgency at all.

When I arrived at my destination, my bag is lost. Probably still in KLIA. Make various call. But most of the department said it was their department who handles lost baggage. Gave me at least 3-4 different numbers. Finally make it thru to someone who can give me an advice.

Big disappointment and dissatisfaction. Now I'm regretting of having 2 of flights booked with MAS airline in May.

Travelled to Mumbai from Sydney on the 21st January 2017 by Malaysia Airlines. Went to collect our luggage from the carousal and found 2 of our bags damaged - one was totally ripped from two sides, had an assortment of clothes, artificial jewellery and two new perfumes as gifts, which were missing along with a few clothes. We lodged a formal written complaint - Damage Report at the Mumbai Airport counter and were given a Claims receipt along with telephone numbers to contact as well as an email address to follow up. Its been four (4) months and there has been no reply to our emails and telephone calls to that department - the reference details of the damage report is BOMMH14876/20JAN17/2116GMT.

Can we request someone from Malaysia Airlines to assist us in getting some response towards our damage report- We are citizens of Australia and reside in Sydney, it is basically quite frustrating to keep sending emails to the email address provided to us and get no response.

We did speak with one Ms Archana on the numbers provided on the report based in Mumbai and forwarded an email outlining the incident, after which there has been no response. Can somebody help us ?

It is terrible experience with mas
I travel from pen to kul (8:30am-9:30am)
Then transit kul to sin (10:30am-11:35am)

When reach penang airport was told flight delay till 11am, and my kul to sin change to 1:30pm departure
I asking to wait in the lounge but rejected by mas counter staff, I am travel with my wife and two months old baby, I need to wait in waiting lobby.
Until 11am the flight delay again to 12pm

End flight arrive penang airport at 12:15pm and we onboard 12:35pm
Arrive kul 01:30 pm and miss the connection flight to sin

Flight from kul was change to 4:30pm departure and arrive at 5:30pm
Allow to wait at mas lounge

Onboard on time at 4:30pm but waiting on plane and arrive sin at 6:40pm

After pass immigration at changi airport 7:15pm and waiting for luggage.

Luggage missing and I was told by mas luggage dept my luggage will only arrive with next flight at 8:30pm
The luggage will send direct to my hotel once they receive
Wait until 12am in hotel, I follow up again with luggage dept, they received the luggage but only can send me 2-5am midnight due to no driver standby now.

My baby shower kit is in luggage, she just two month old, she feel uncomfortable without applying the cream after shower, already more then 12 hour we wait in penang and kl airport with no shower

I have booked three day two night five star hotel in grand hyatt hotel singapore cost me 405 sg dollars per night

Now my holiday is spoiled because of mas service, I would like to claim or request my list from mas regarding this.

Please feed back to me in 3 days time, thanks

Hello,
I would like to put a formal
Complaint in about our flight. We have paid £85 each for extra leg room to find that when we sat down the television had chewing gum all
Over it and did not work. After asking two of the air hostesses if they could have a look at the problem
It's took 45 min for someone to come over and speak to us. They were extremely rude unhelpful! Finally the supervisor come over his name is Lloyd Chew and he offered us a voucher which we have still not seen, I then had to go and sit away from my parter in another seat which did not have extra leg room. My partner asked for an extra blanket as it was freezing on the plane and they refused. I am a appalled at the service we have revived and this made our flight very uncomfortable. I expect a full refund on the payments we made for the extra leg room! Please contact me to discuss if need be.
I have never been treated this badly.
Regards
Laura Beddis
[protected]

Hi there,

I rang Melbourne customer service to informed about my kids allergic conditions and requested to have a special meal arranged for them. The custermer service lady told me that special meal will be arrange for them. However, while we were in the plane, the air stewardess informed us that they have no records for my kids. I had no choice but to feed my both kids the food that were serve (which contained the allergies food that I tried to avoid) as I know that they will be hungry.
We flew to Bangkok the next morning and due to the food they had taken from Malaysia airline, my daughter ended up with servers hives and had to see doctor for medication to help her conditions.
It has ruin our holiday in Bangkok and I am really disappointed with the false informations given to me. I had not prepared any food for my kids as I was told that they will be served with the right food. This is totally unacceptable.
I expect a good explanation in this issue and I look forward to hearing from you soon.

My flight details:
Confirmations no. X2TY1
Name: Lim Gake Meng, Ethan Johnson and Jayda Johnson
First trip: Melbourne to Kuala Lumpur (2nd April 2017)
Retuning trip: Kuala Limpur to Melbourne (18th April 2017)
Malaysia contact no: [protected]
Email: [protected]@gmail.com

Thank you.

Regards,
Gake Meng

Hi. May I share my worst experience I ever had in my life happened today an hour ago with Malaysia airlines staff in Brunei. My brother came to visit us from Pakistan. He got return PIA ticket from Pakistan, Islamabad to Kuala Lampore and I bought on line Malysian Airlines ticket from KL to Brunei. He arrived safely here. Today he was going back. We especially the kids did shopping and bought toys for their cousins. The kids were much excited. What happens at airport, Malaysian Airlines ignorant staff allowed my brother, the passenger but refused to book his 30kg baggage allowance. What the hell was that and what a senseless reason the in charge gave that you had bought tickets from two different places so can't be booked. Then he told because you don't have Malaysian visa...? Why visa... my brother's stay at KL Airport is only a few hours. Will reach their at 7:30 pm and has to board on PIA for Pakistan after only 6 hours. And is Malaysian visa required for the passenger or the luggage? Then How he came from Pakistan and brought his 3o kg baggage booked all the way from Islamabad to Brunei, even he had to change from PIA to Malaysia airlines. So what options you have when came across these type of ignorant, unprofessional, unethical, untrained and heedless people? I traveled a lot, our all friends also travel round the globe... never have this type of cheap thing happened. So simply " The Malaysia airlines is not trustworthy " I am very sorry to our great "Royal Brunei" that I prefer a 3rd rated "Malysia airlines" and learnt an unforgettable lesson for life. Sorry to other regional airlines like Singapore and Royal Thai... will never travel on Malaysia airlines, also suggest our friends the same thing... you can't progress or even compete "Malaysia airlines" with this type of untrained staff...

Dear Sirs

I am complaining on behalf of my self and my friend as I purchased our tickets to fly from Bangkok to London Heathrow with a change at Kuala Lumpur on Sunday 26 March 2017. We were supposed to arrive in the UK at 05.55Hrs. Flight MH002.

Unfortunately when we arrived at KL the flight had been delayed and then cancelled. What occurred next was ridiculous. We were taken on nearly an hours bus ride to a hotel and after an hour of queueing to check in we ended up with one hours sleep being woken at 0330 am to get in line for breakfast and the coach back to the airport. We abided by this but there was no one at the hotel giving put information only their own staff. At 4 am we were told that the bus wasn't coming at 7 now but 8am.

On arriving at the airport we discovered that the new flight MH0004 was delayed. Eventually it left at 1330hrs. We were absolutely exhausted!

We could not use the tickets we had purchased for our trip in London to get home and had to arrange a new transfer because we could not rely on the time Malaysia airlines gave us for departing.

I was in so much pain in my back as I have a disc problem and my medication had been put in my holding bag and I ran out of tablets. We did not get enough sleep and ended up arriving in the UK after1930 hrs. I had to work the next day and I arrived home at 0100hrs.

I have already sent you a complaint but you have not responded.

I am so disappointed by your service. We were given 60 ringgit in vouchers to eat with but I am vegetarian and the vouchers were for macdonslds and where we went it was not enough to get some decent food. We also did not get the seats we booked which was a window seat and ended up have a woman constantly climbing over us to get to the aisle.

I never want to fly malaysia air again because of this. I have travelled all around the world and this has never happened before to me. It was absolutely exhausting and took me a week to recover.

I want to be compensated for the cancellation of the flight for both tickets. I also want compensation for the loss of the money I had paid for tickets to get home but could not go due to the cancellation and delay. I want compensation for the new home transfer I had to pay which was expensive due to short notice because of the delay.

Please respond.

Regards

Victoria Bailey

[protected]@gmail.com

1 Malt Cottages
Puddledock Lane
Weymouth
Dorset
DT3 6DL
United Kingdom