Malaysia Airlines
reviews and complaints

We flew from Kinabalu to Kuala Lumpur on the 05.15 flight on the 27th March. This flight was cancelled.( no one explained why ) to be put on the next flight at 07.15. We was told by the staff that we would still be able to help us catch our next flight, at 10.40 to Dubai. Our luggage was through to Manchester..on arrival in kl, 9.35 am we was greeted by a very stern lady saying Dubai was full and thrust a paper in our hand and said go to level 1 door 2 and walked off with on explanation of why we could not get our flight to Dubai.we looked at the paper that said we was now on etihad flight at 7.55 pm.to Manchester via adu Dhabi.not very happy as that meant over 10 hours hanging about. Bear in mind we had been up since 2.00 at resort to catch the 05.15 flight. We went to the Malaysia desk to ask for more information, as we had paid extra to be on rows of two people not three as my husband had had a knee replacement and gets up to exercise it through out the flight. We approached the desk to find 3 men playing on their phones. We asked if they could help us and explain what was happening next. They said we had to go to hotel 2hours away and come back and check in at 4.00 pm.we explained about our seats and they just laughed and said not there problem .i asked them to check the flight seating so we knew what seats we would be on as this was impotent to us, one of them continued to show a girl his baby crying on his phone. and the other rang someone he said the first flight was twos together and said he didn't know about the other and we had to find our cases and go to hotel, nobody had told us to get our luggage so again the staff was very rude and unhelpful.we asked them to find our luggage as we couldn't get back in the airport. He said we was been a nuisance and go away he then rang someone.and said he thought our luggage was been sent to the etihad flight. By now it was 11.45am. We asked if the could get us the boarding cards, he said no we would have to return at4.00 and queue with the rest of the passengers so that meant now 12am a 2 hour drive to hotel to come straight back 2 hours to check in so why would we want to go in a taxi for4 hours to not have time to eat wash or even get out of the taxi. To this he said sorry I cannot help you and walked away. What happened to they wonderful attention you advertise to help your passengers. With smiles and compassion. We didn't get any of that not even a smile all we got was abuse and rudeness to this they walked away laughing. Not very professional or helpful. We asked the girl still there for vouchers for food and to go in the lounge when though customs. Which she kindly did for us .we then had to hang aroundto wait for check in at 4.00 not what you want when you have been up since 2.00 in the morning and elderly
We did eventually get checked in and had a bit of rest in the lounge.
We as a well travelled elderly couple feel very frustrated and let down by the unhelpfulness and very rude attitude of your staff. It took us 38 hours to get home. We will be seeking advice about compensation I would like these issues we had addressing please.

Online booking ref: MMM9KJ
Ticket no. 232 [protected]
MH1152
Passenger: Chen Thiam Leong
Total Fare amount = MYR 372.03 as reflected also in tax invoice
However, credit charge on 28 Feb 2018 to Citibank consisted of 2 billings of MYR 11.66 and MYR 372.03 for a total of MYR383.69
Is this an error? unauthorized? or please explain.

Thank you.
[protected]

Hello,

I am Rupayan Dey. I had booked 5 tickets in your airlines (MH-195).

Booking ID: NN2299521353786
Booking ID: NN2269518273691
Traveled Date: 12 March 2018

The one-way trip to Kuala Lumpur was turned out to be a nightmare for our family and Just because of Malaysian Airlines.

First the Flight delayed to take off due to unknown reason from Mumbai Airport then reached late by 8:00 AM in the morning. This was not done, we then proceeded to collect our baggages. However there too it was announced almost after 15-20 mins waiting that the baggages will arrive after 15 mins due to some technical issues. So it took almost 8:45 - 9:00 AM to collect the baggages and to proceed to board the next flight which was scheduled at 10:00 AM.

We reached at Airaisa Counter nearly about 9:30 AM, however they refused to check-in our baggage and to proceed to board the flight. Also they were not ready to make any kind of adjustments for us. Lastly, we had to pay another 368 RM extra to buy new tickets from Airasia for 2:00 PM Flight. For us it was again a long wait from 9:30 till 2:00 PM.

I had come there with 3 senior citizens and 2 adults and it was a real nightmare.

My humble request you to take positive step to enlighten the trauma we underwent. And make a note that in future, try to make some arrangements for the passengers who are about take another flight from kuala lumpur. Request you to refund the extra RM spent on purchasing the new tickets.

Airasia Booking Number: DW4H9A
Date: 13th March 2018

Please let me know if anything else needed to support my case.

Best Regards,
Rupayan Dey

I was a passenger on flight MH-783 Bangkok to Kuala Lumpur on the 1st march 2018. Then flight MH-139 to Adelaide
One of my bags was carrying to metal detectors
Garret ace 250
Fisher F5
the bag was inspected by customs S/No 733688
the battery cover was removed from the Fisher F5 and not put back in my bag.
I am unable to purchase a replacement cover.
I am asking that Malaysian customs return the battery cover.
If it cannot be found, i will make a claim for replacement
I have an enrich blue card. MH322304500
regards
Paul Taylor
Box 579
Kingscote
South Australia 5223
mobile- [protected]

1. I have purchased two flight tickets on 22nd March 2018. Flight details as per below :

ETD - 1130 hrs
Destination - LBU to MYY
Date - 23.03.2018

2. Previously I had received invoices from Malaysia Airlines for all the tickets that I purchased but this time I did not received any invoice although I did remark the invoice column and provide all of my company details.

3. This is an inconvenience to us as we need the invoices for our future use and to provide a strong evidence to our client for billing purposes.

4. We have also email malaysia airlines regarding this matter. We did fill up forms to retrieve back the invoices for tickets that we have purchased but our emails are ignored for months.

My father and I booked flights for him and his partner to visit us in Australia (Christopher de Mumm-Stanley and Elisabeth Ayling). Being that they are both elderly and require wheelchair assistance, we tried to book them a space whereby they would have some extra legroom and their mobility issues really mean they struggle in the usual economy seats. I managed to find some extra legroom seats that neither looked like they were in a exit row (as I know you need to be mobile to assist others) nor specified that they were required to be fit and able to take those seats. I am certain of this as I had found many options prior to book extra legroom and had noticed some had this requirement clause so checked very carefully when booking. The extra legroom seats costs my father an additional 200 GBP per person but they got no extra legroom on any of the flights it applied to. The flights in question were MH1 (2nd Nov 17) and MH 127 (3rd Nov 17) LHR to PER and then returning MH126 (13 Jan 18) and MH4 (13 Jan 18).

Moreover, when they questioned the issue with the extra legroom, they received little help from any of the staff and feel they were treated quite rudely.

I don't believe they should have to pay for something they did not receive and I request a refund on their behalf for the additional extra legroom costs please.

Many thanks,
Talitha King

We were traveling from Singapore to Bengaluru via flight no MH 0616 sin - kul and flight no MH 0192 Kul-BLR dated 19th Mar 18 and when we checked our bags, two of our bags were open and out of one bag Bluetooth headset is missing which was purchased from Mustafa mall, Singapore amounting to. 9.8$. Pls check and update the status on my email ID hemlata. [protected]@in. abb.com and mobile no 091 [protected].

I have made booking on 18-3-2018 at 2.41pm for my parents from sandakan to kuala lumpur (round trip). However no confirmation or booking email was sent to me.

I was informed by your staff, Maria (non-Malaysian) yesterday that no payment was received and still pending payment. I was asked to call them today. When I spoke to her just now, she insisted that no payment has been made. She asked me to make a new booking. My concern is what if I make a new booking and that no refund will be made to me. She only answered that "there is money floating in the air". Then later on she said my booking is basically cancelled.

If booking is cancelled, where is my money? I requested her to transfer the call to other staff as I do not understand her. She refused to do so and was rude. She alleged that I did not provide my email address or handphone number. This is absurd and I definitely could not proceed to make payment without these details given in the online booking.

I told her that if CIMB Bank confirm that payment has been made, will I get a refund? She insisted that my booking is pending payment and is basically cancelled. As MAS customer service, no solution was given and it was a total waste of time calling MAS and CIMB in order to make sure that my booking is confirmed.

I spoke to Puan Alia from CIMB Bank and she confirms that payment is successful and it is impossible for MAS to say pending payment as it is in their system that payment is successful. I again called up MAS customer service and Mr. Faizal requested me to email MAS and screenshot my payment receipt.

Puan Alia has given me this reference number [protected] as MAS reference on my booking payment.

I also attach a copy of my online payment receipt using CIMB Click.

I even sent an email to gccc.[protected]@malaysiaairlines.com regarding this matter but received no reply. I again called up the customer service for clarification. Mr. Najib said there is no report made. This is utterly frustrating. Meaning all the phone calls that I had made, there is no single report being made.

I am very disappointed with MAS's customer service. As an international airline, your customer service has not provided us solution and putting your customers at inconvenience, waste of time and money. The air ticket price might differ everyday and if new booking has to be made, it will put me at expense and this is URGENT as my parents have to be here in KL for that period of time.

Kindly rectify this issue ASAP!

Bought flight ticket for 5 pax to Seoul. Money deducted from my account, called to Bank & confirmed payment released to MAS however MAS mentioned that booking unsuccessful & payment not received. The seats continued open for sale to public. Causing time & money loss for customer. Money stucked in no where for no reason. System failure of airline company & customer to bear the consequences? MAS verbally mentioned will refund within 14 days which make no sense to customer. Who is going to compensate me for the losses? Truly disspointed on MAS

I bought a flight ticket penang to Osaka then Tokyo fly back penang
I already make payment to Malaysia Arline but they said is bank problem!?! always said the bank problem ppl use credit card also cannot
Payment floating?!
Why others airline won't like this
Why need cancel refund our original booking after received payment?
Cheat the customer go to buy promotion ticket than said cannot said floating always floating
Please update ur system!

I'd booked a flight from Singapore to KL (MH614) and from KL to S'pore (MH619) on the 13 Mar and 16 Mar respectively. According to the promo offered online, it includes meals and entertainment. Thinking that it was a good deal, I chose MAS, an international flight over budget airlines.in total, we had paid about 600+ for the tickets for 4 people. However, to our dismay, the refreshments offered during both flights were just peanuts and orange juices. Our expectations were decent meals to be served (since upon our bookings online, we were asked to select our meal choices). The entertainments offered were neither a consolation. No headphones were provided during both flights.in fact, there was no entertainment on board for flight from KL to S'pore. We were declined of 1 blanket when asked, being informed that they didn't have enough on board. Although the journey was mere 1 hr, we felt that as consumers we were being cheated. We had paid a certain amount for the price of tickets for international flights, but what we were offered were nothing much better compared to budget flights. We could forego the lack of services being offered if we were on budget flights, but to have got this from MAS, we felt needed justifications. Furthermore, it was specified that the promo included meals and entertainment.

Dated: 09/03/18
Flight no: MH123, airbus industrie A330-300
Arrival: 10.55 am
Actual arrival: 12.05 pm (delay 1hr 10 mins)

My dad Mr William D'Souza aged 75 yrs was travelling from Mumbai to Sydney via Kuala Lampur by Malaysian airlines. He requested for wheelchair assistance. On arrival at Sydney airport at 12.05 pm he was assisted by a lady who wheeled him to the baggage carousel. As my dad could see his bag on the carousel, he turned back to request the lady to lift his bag out of the carousel. As he turned back to talk to her, he was surprised to find her missing. She wasn't anywhere in sight!. He scanned the whole area from his seat on the wheelchair and in despair requested a passenger waiting to help him lift the bag out of the carousel. The man very kindly obliged and kept the bag near my dad's wheelchair. Unsure of what lay ahead my dad waited for some more time and then worried and scared about falling he got up and with great courage he wheeled his own baggage and went towards immigration. Tired and exhausted waiting in the queue for his bag to be checked, he was spoken to by one of the immigration officers who said that he was mistreated and what was happening was very wrong. Finally he met me in the visitors waiting area. Shocked and horrified I asked him why he was walking instead of being assisted in a wheelchair, to which he narrated this incident to me.

This is the second time the same incident has repeated itself the first being in 2015 in exactly the same manner where he was abandoned before immigration and had to lift his own baggage and make his way out into the visitors waiting area.
I request a thorough investigation into this matter and subsequent reply back to me as to how this issue will be resolved. This is a terrible way of harassing an elderly person who is alone and age related disabled. I would also request a compensation in some way.

Thanks,
Mrs Smita Pereira

My wife went through an arduous task of booking flights for our family short vacation and the entire transaction was successfully including an inter-bank online payment received by Malaysian Airline.

Less than hour later, when attempts to retrieve the e-tickets, the system reflected that the booking was still on hold pending payment. Checked with the call center, the operator stated that it was on hold pending approval code from the bank. Called the bank who confirmed that the transaction was completed and successful. Checked with my account and confirmed that the amount have already been deducted from my bank account.

Called the call center again, this time another operator informed me that the Malaysia Airlines System is unable to issue the ticket and advised me to re-book. I stressed that it means double payment. The operator nonchalantly said yes and that my previous payment will be refunded to me with 5 - 10 days. I find that very repulsive. My money was deducted immediately but then will only be returned to me within 5 - 10 days time. I demanded that this be acted upon immediately. I was assured that it was.

I called the call center again seeking written confirmation that my refund is being managed, this time the operator told me that there is no such communication and that my money will be credited into my account within 3 weeks to 6 months. The operator then asked for my bank account. I flatly refused to provide and demanded that I speak to the supervisor.

The supervisor apologized for the bank account matter and then told me that the reversal of payment will be done immediately.

The next day, received no form of notification, I called the call center again, this time, they assured me that I will receive it within the hour.

To date, I had received none. So my question is this. If Malaysia Airlines, does this to 1000 of its passengers at a hypothetical value of $1000.00 per passenger, hold their monies pending return for a period of 5 days to 3 months, is this their strategy for money management?.

Using our money (wrongfully held at that) and use it for their operations. Is this not cheating?

If our monies were deducted instantaneously and returned much much later, what does say about the business and its operations?

All I wanted was a written confirmation that my reversal of payment is being handled so that I have a reference but instead the poor handling of the call center have raised much more serious questions about this airline and its practices.

I had no issues with other airlines except Malaysia Airlines and this is not the first of numerous negative experiences. Shameful

I travelled from Chennai to Melbourne on 5th February 2018. My baggage was mis handled and I received my baggage one month later after multiple follow-ups.

When I checked I noticed My new watches are being stolen. the link which I disconnected from watch strap was left in the bag whereas the watches are stolen.

I had a sealed protein powder pack and a sealed Masala packet in the bag. This is as per Customs regulation. There were few other open items. Those we left as it is but the sealed packets were stolen.

I want this investigated with immediate effect and if there is no response within 48 hours, then I am filing a formal legal case to this issue.

Money is not earned easily by everyone. I am an honourable tax paying citizen and I have all the rights to know what has happened.

I want to know who all frisked my bag and went through my belongings.

When I called customer care they told me I should have insured. So does mean that its an official statement stating Malaysian airlines frisks and steals things from Checked baggage?

Loic martineau booking no: nt8zxx - kl beijing aug 8th 2017delayed flight

Dear mas customer service,

I am very surprised and disappointed by malaysian airline absence of reaction to my case: rerouted and delayed filght without notice nor clear info by more than 7 hours is definitely a case for compensation.
I checked on icao, iata and mavcom website where it is clearly stated that I am entitled to a compensation for the inconvenience, delays, schedule disruption and expenses caused by the long delay in flight that happend and was communicated after take-off.
Thehague convention on passenger rights - also mentions compensation.

More over I am a gold enrich member, I flew business class so both my loyalty and the cost of my ticket entitle me to claim back.

My flight was re-routed without notice and got stuck for many hours on a central china airport before reaching beijing with 7h delay
This is not a rescheduling, this si not benign traffic delay but a major breach in the transportation contract.
Please come back to me with a serious compensation proposal

Thanks
Regards

Loic martineau
Enrich : mh [protected]

I check in the mas counter in Kuching. Special instruction handle and care (Fragile) for my baggage, inside got my plastic milk powder and baby glass bottle, etc... When I open my baggage, I realise that my plastic milk powder is break. I have to throw it to avoid unhealthy caused.
I'm travel with my child for few years all the while nothing happen. This is my 1st time facing this problem.

Please take note for this matter.

Thank you.

I am a Doctor who was training in Taiwan and had the unfortunate chance Twice of flying with Malaysian Airline/Royal brunei (Air Bus Industrie A320) PMKH71, E Ticket 232-[protected] flight twice form Brunei via Kota Kinabalu as transit to final destination Taiwan on 29 Jan18 and 27 Jan 18. On both occasions after landing at KK, I tried to find my way to Transit Hall/Information counter to collect my printed boarding pass and to my surprise found that the counters were empty on both occasions pictures enclosed on both trips. For those that have used this route they will be informed that the Immigration is outside the Airport! and you have to pass through the outside to get back to the inside of the airport - consequence VIP circus escort by Immigration Officers who are too frustrated at the empty transit counter upstair and a free VISA entry for a few days to Sarawak which is not required unless you have a change in plan and decide to tour Sarawak. I call it VIP cause the Immigration officer printed my Boarding Pass! Can the Authority Please ensure there are employees that available at their counters to make smooth passenger travel.

For this flight I booked seat 14D and E, which we're changed to 8A and B. We were initially NOT informed by the staff about the seat change.
When complaining we were told that for ‘safety reasons' we were not allowed to use a seat on the emergency exit row. Not allowed because of our age.
There is no criteria according to the guidelines to refuse such seat on seniority. I am is good health and meet all criteria as outlined on your guidelines as listed on your web site.

When showing these guidelines to the supervisor on site, mr Tengku Razik, he maintained his position that for ‘safety reasons' I was unable to use these seats.

I get strong view that this was an arbitrary decision and the safety guidelines and seat allocation criteria are invented on the spot. And of course you will always defend your staff's judgement and therefore will maintain his view. However if seniority is a criteria, please update your website and as it makes no sense that I can book a seat on the emergency exit row while filling my age at the same time.

I suggest next time you use the criteria of ‘wearing jeans' as a reason for reseating passengers from the emergency exit row

To Whom It May Concern

I am writing to complain about a recent journey I took with Malaysia Airlines, from London (Heathrow) to Kuala Lumpur. Details are as follows:

Date of flight: 31 January 2018
Booking Reference: NKWV9I
Flight number: MH 003

I was travelling with a friend and to ensure we had enough leg room and were seated together we both purchased exit row seats online, prior to flying. On boarding the plane I realised that my boarding pass was not for the seat I had purchased but elsewhere in the plane. Despite showing my confirmation of seat reservation to the flight crew, I was not allowed to sit in the seat I had paid for, even though it was empty. I was told to sit on my own in a seat with less legroom.

This was very upsetting as the reason I purchased the seats was so I would be next to my friend and had extra legroom, and in the end I had neither of these things.

I would like a refund for both of the seat reservations and compensation for my troubles. I have flown with Malaysia Airlines before and up until now been very pleased with the service. I was planning on using Malaysia for my flight back to the UK in a couple of months time, however I may have to consider using a different airline if I am not compensated for my issues.

I have attached my original travel itinerary, confirmation of seat purchase for me and my friend, and a photo of both of our boarding passes, showing that I was not issued the seat I bought and was not seated next to my friend or with extra leg room.

If you require any other information from me please don't hesitate to ask.

I look forward to hearing from you.

Regards,

Jessica Allan

KUL-PEK MH 360 08/08/2017
LOIC Martineau BOOKING NO: NT8ZXX

Dear MAS customer service,

I am very surprised and disappointed by Malaysian airline initial reaction to my case: rerouted and delayed filght without notice nor clear info by more than 7 hours is definitely a case for compensation.
I checked on ICAO, IATA and MAVCOM website where it is clearly stated that I am entitled to a compensation for the inconvenience, delays, schedule disruption and expenses caused by the long delay in flight that happend and was communicated after take-off.
Thehague convention on passenger rights - also mentions compensation.

More over I am a Gold Enrich member, I flew Business class so both my loyalty and the cost of my ticket entitle me to claim back.

My flight was re-routed without notice and got stuck for many hours on a central China airport before reaching Beijing with 7h delay
this is not a rescheduling, this si not benign traffic delay but a major breach in the transportation contract.
Please come back to me with a serious compensation proposal

thanks
regards

See attachment

Loïc Martineau
Kuala Lumpur
Mobile/Whatsapp +[protected]

-------- Original message --------
From: Malaysia Airlines
Date: 21/07/2017 16:13 (GMT+07:00)
To: MARTINEAU Loïc
Subject: MR. LOIC BOOKING NO: NT8ZXX TRAVEL ITINERARY

Passenger: Martineau Loic Mr (ADT)
Issuing office:
MALAYSIA AIRLINE, ECOMMERCE, WEB ETICKET OFFICE, KUALA LUMPUR
Booking ref: NT8ZXX
Ticket number: 232 [protected]
Date: 21JUL17

ELECTRONIC TICKET RECEIPT
Important notice :

For security reasons, the following are required upon check-in or ticket reissuance. Failure to produce these documents may result in denied boarding:
-Photocopy or actual credit/debit card used for the online purchase(s).
-Photocopy or original photo ID of the credit/debit card holder.
Please note that boarding gate will be closed 20 minutes prior to departure.

Note: Meal will be served on flights where the flying time is more than 60min. Meal service may differ on MASwings and codeshare flights.

_

From
To
Flight
Departure
Arrival
Last check-in
KUALA LUMPUR KUALA LUMPUR INTL
Terminal: M
BEIJING CAPITAL INTL
Terminal: 3
MH360
18:00
08AUG2017
00:20
09AUG2017
Class: Z
Operated by: MALAYSIA AIRLINES
Seat: 04A
Marketed by: MALAYSIA AIRLINES
NVB (2): 08Aug2017
Baggage (4): 40K
Booking status (1): OK
NVA (3): 08Aug2017
Fare Basis: ZBS1F2MY
Frequent flyer number: MH [protected]
Duration: 06:20
_
Special Service Request
FPML - FRUIT PLATTER MEAL REQUEST - CONFIRMED
DOCS - PASSENGER/CREW PRIMARY TRAVEL DOCUMENT INFO - CONFIRMED
BEIJING CAPITAL INTL
Terminal: 3
KUALA LUMPUR KUALA LUMPUR INTL
Terminal: M
MH361
01:30
12AUG2017
07:50
12AUG2017
Class: Z
Operated by: MALAYSIA AIRLINES
Seat: 01K
Marketed by: MALAYSIA AIRLINES
NVB (2): 12Aug2017
Baggage (4): 40K
Booking status (1): OK
NVA (3): 12Aug2017
Fare Basis: ZBS1FMY
Frequent flyer number: MH [protected]
Duration: 06:20
_
Special Service Request
FPML - FRUIT PLATTER MEAL REQUEST - CONFIRMED
DOCS - PASSENGER/CREW PRIMARY TRAVEL DOCUMENT INFO - CONFIRMED
(1) OK = (1) OK = Confirm (2) NVB = Not valid before (3) NVA = Not valid after (4) Each passenger can check in a specific amount of baggage at no extra cost as indicated above in the column baggage. Each piece of baggage may not exceed 32 kilos

_

PAYMENT DETAILS
FARE DETAILS

Fare Calculation: KUL MH BJS340.46MH KUL427.21NUC767.67END ROE4.264800
Fare:
MYR 3274.00

Form of payment:
CC CA XXXXXXXXXXXX8618 0321 T88625
Taxes:
MYR 73.00 MY

MYR 4.38 D8

Card holder:
LOIC MARTINEAU
MYR 58.00 CN

Endorsements: NONEND-SUBJ TO PENALTY
Total Amount:
MYR 3409.38

_