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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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1:08 pm EDT
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Malaysia Airlines missing baggage

Hi

I travelled yesterday on MH0741 from Yangon to Kualalumpur on seat 9D and had to transit to Phnom Penh Cambodia. My flight from Kualalumpur to Phnom Penh was MH 0762 and I had seat 18A. This flight was one hour later after I arrived in KL so there was no rush at all. Although my luggage was checked through till Phnom Penh, when I got down at Phnom Penh airport to my shock I didn't receive my 2 checked in suit cases and now I have no clothes to wear for my tomorrows meeting.

I shall appreciate if you could get me my suitcases both black colour 1) big one with brand name WENGER 2) small one brand name AMERICAN TOURISTER.

I am flying back to London via HK on 7th sept evening and am desperate to receive my bags before that.

Looking forward to your earliest response.

Regards
Luv

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10:13 pm EDT

Malaysia Airlines poor services & dirty environment

Mh2507 s 31aug 4 kchkul hk1 1150 1335
Mh 758 s 31aug 4 kulsgn hk1 m 1445 1540
Mh 751 n 03sep 7 sgnkul hk1 [protected]
Mh2528 k 03sep 7 kulkch hk1 m 1645 1830

Reservation (Lkmvpb)

Dear sirs

Attach herewith some photo & video for your actions. First time, I was sitting so dirty & terrible plane in my life. We have to spend so expensive air tickets you gave us such a bad environment. If you are like any other budget airlines, we have nothing to say.

On 31 august 2017, flight of kl to hcm, my luggage did not arrive at hcm till midnight around 12am I just got my luggage. Do not have any apologize from mas airlines and I need wait for my luggage come just dare to bath before go bed.

And on 03 september 2017, flight of kl to kuching kept re timed from actual time 1645 delayed till around 2130. The reason your staff give us is the weather. On the same day, other airlines can fly according to normal time. What's the actual reason? The plane has been delayed, and your company has not given us any food and drinks for our passengers. Can your company stand in the passenger's position to think about it?

I felt very disappointed with mas airlines. I think we rather take budget airlines than mas.

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4:23 pm EDT

Malaysia Airlines product and service

I flew from Chennai to Penang by transiting from KLIA. My luggage was missing and I had lodged a missing report at the luggage missing counter and the relevant staff provides with details of the contact number to be contacted. I had made more than 40 calls to the given number and it keeps on entering into user busy mode and for the another number no one is picking up the call. What type of customer service has been providing by MAS? This is not proper and gonna miss your valuable customers. MAS have to be more customer friendly and please be more responsible. Please educate your staffs' on the urgency and to be more meticulous when deals with personal properties. Please look into this matter urgently since it will tarnish your remaining reputations.

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10:52 pm EDT

Malaysia Airlines luggage, flight, service.

I recently caught a flight home from Vietnam with my family. It was the worst service I have ever experienced. Firstly our flight was delayed which is completely understandable as this happens but we got told that they had know since that morning that the flight was delayed and we were not contacted. As we had connecting flights this was a massive issue. It wasn't till we arrived in Ho Chi Minh to check in that they informed us and then made us sit in the airport for almost 3 hours to simply put us on the same flight and told us to go to the transfer desk at Kuala Lumpur to sort it out. When we finally arrived at 1am in the morning they meeted us there took us straight to the hotel and said you have to sleep here the next flight is not till 9am in the morning. Both myself and my father missed vital work and university schedules as this now meant 13 hours worth of waiting for flights. If they had been able to inform us of this in the morning when they found out this may have not been as much of an issue. The worst part was they checked us in and sent us straight to our room at Kuala Lumpur - when we arrived in Brisbane we were then told our luggage was still in Malaysia. Once again this was absolutely disgraceful to have been told by almost 3 different staff members that you would have our luggage on our flight and it would arrive in Brisbane. Thirdly, us and numerous other families on the flight were all seated seperately even though the entire back section of the plane was half empty. This is the worst service I have ever seen and I will be telling all my friends and family to never fly with Malaysia airlines. I demand compensation for all 4 members of my family.

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8:43 pm EDT
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Malaysia Airlines stupid staff who give wrong information

Hi Team,

Really need your urgent attention on this. My brother has been flying to HongKong using MH078 yesterday 7.30pm and ask your stupid idiot ground staff whether he can check in his luggage directly to jeju as his destination from HONGKONG to JEJU using HONGKONG EXPRESS AIRWAYS and your uneducated ground level staff said can. As he arrived in hongkong and want to check in, he denied to check in as his name stated under listing with luggage but no luggage with him as I assume the luggage already check in earlier as per your staff did. At the first place why your staff allowed him to check in the luggage to final destination even the final one is not under your airline? and when I call your third party hotline no (which is so ridiculous to call as they only third party for MAS to do tedious jobs like booking ticket no other enquiries they can help) they said HK EXPRESS not under your partnership. Now my brother stuck in the HK airport since 2am and need to buy another ticket to jeju without luggage and with assumption that his bag already arrived at JEJU. Attached is the image for your reference. I think I will make a great news about how lousy your staff service is and please provide the name of your stupid staff as I want to make a big complaint towards your CEO how they should be given proper training before they hit the floor.

Baiti.

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10:31 am EDT

Malaysia Airlines my lost baggage!!! please return to me asap!!!

Hi
Where is my luggage? I am currently at Philippines. They said my luggage is misplaced in other delay flight which will reach at 2pm so they ask me to go home 1st to wait for it and promised that they will deliver my postpone luggage to my hotel at 9pm but now it is 11pm and no one is answering my phone call. This is so irresponsible. I even paid for big amount RM1026 to increase 10kg but then this lousy services is given to me. I am feeling depressed right now. I am wondering why other airline service calling center can operate for 24hrs but not Malaysia Airline.

Seriously, don't give empty promise if you got no potential. You are ruining my project to my client due to lack of materials.

Did you guys break my luggage?
If yes, just return all the things to me and i don't mind anymore for the compensation.

Thanks and no more Malaysia Airline.
2 September 2017 MH0806

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2:35 am EDT
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Malaysia Airlines boarding rejection

I, Heinrich Graumann, was booked on MA Flight MH 0740 to Yangon, Myanmar at August 16 this year. When I want to board with my boarding card at gate H6 in Kuala Lumpur I was rejected by the clerk who claimed that my papers were not complete and that I have no entrance Visa for Myanmar. I travel often in Asia and know for sure that I get a Visa on arrival but the woman in charge at the counter rejected me boarding anyways. After a painful and fruitless discussion I left and received after immigration procedure my lagguage which was already at the plane. Then I drove one hour by taxi to the embassy of Myanmar where I received my Visa in a one hour procedure. The embassy clerk confirmed again that I get Visa on arrival in Yangon.

After one hour taxi ride back to the airport Malaysian airways wasn:t able to giive me a new ticket at the same day and also didn't reembursed my failed tticket. I had to buy a new ticket for 150$ from Air Asia. Instead 10:25am I arrived at 7pm in Yangon! I lost a whole day and couldn't attend an important business meeting!

Therefore I claim compensation for the lost flight, the taxi costs and for missing a whole day and the meeting in total for 750.00 US $. As you might understand I am totally upset about this incident coursed by one incompetent clerk at the boarding gate! She even refused to give me access to a superior office.

Please get in touch with me that we can agree on the details of compensation and where it has to be transferred.

With kind regards, Heinrich Graumann

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10:25 pm EDT

Malaysia Airlines unprofessional behavior of ground staff at mas check-in counter penang

Dear Sir/Madam,
I wish to lodge a complaint about your Temp. Ground Staff, Mohammed Farouk ( I think) who was not only rude, unprofessional in his attitude and behavior but truly incompetent in discharging his responsibilities. If he continues to be in employ, I bet MAS will continue to loose loyal customers like when more Commercial Airlines are providing more customer orientated services.
On 2nd Sept 2017, my Daughter was enroute to London from Penang- Kuala Lumpur-London on MH1137 at 7.30a.m and MH4 for her 6 months of Internship. While checking in she has excess baggage of 10kg. Based on past experience, MAS Staff have always been flexible, offered waiver and collect only partial sum for excess baggage as books weigh a ton. However, the Staff this morning was not only even rude in his tone that it was our problem and charging a baggage cost almost 2/3 the price of the ticket but only yelled "shutup" when my daughter tried to reason.
To avoid further deliberation, I requested to upgrade the ticket to Business Class all the way as the baggage allowance will 40kg baggage. And even though there were tickets available he said that wasn't possible for him to do as the ticketing office is in Kuala Lumpur. He was eager to collect USD64/KG for the access baggage but not willing to upgrade the ticket.
This is the worse Customer service I have ever encountered. Unlike other Airlines MAS doesn't allow excess baggage to purchase when tickets are purchases online! My loyalty is seriously dented with this experience

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muthuvvvv
, US
Sep 05, 2017 2:02 am EDT

Why you complain when it is clearly stated you have overweight luggage by 10kg? You cannot expect people to give you waiver all the time do you?

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9:46 pm EDT
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Malaysia Airlines complaining about flight retime

DEAR SIR,

On 31.08.2017 I & MY Husband taking Flight MH2524 12.00Noon From Kuala Lumpur to Kuching. On that morning 7.22am, I received incoming call +[protected], Mr. Bon, he said he is from MAS AIRLINE saying that Ms Teong Kin Phin and Mr. Lam Nui, the flight have retime to 1.55pm. So, at 12.05am, we check in at MAS Counter, the person incharged told me that the Flight i taking alreading taking off. I felt so paniced, So I requested to take the next flight MH2536 at 2.00pm, and we get Penalty RM150.00+RM20.00 per person. The ticketing counter said she not familier this telephone line.

Please handle the case seriously.

i enclosed herewith the prove of my incoming call from that telephone line and boarding pass. my email address :[protected]@yahoo.com.my

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2:36 am EDT
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Malaysia Airlines cannot find my ticket when i check in at the check in counter

Reservation number K7ZDL3 Trip Status confirmed. But when i checked in at the counter they mentioned that i never bought any ticket. i have all the details and MAS had charged my card. The very helpful staff help me to call to MAS to verify and asking to get the same price ticket. But MAS was fail to do this for me. I need to immediately buy a new expensive ticket so i can fly to my destination. I would like to check it out what make MAS cause this failure and i want to get my money return and also the expensive ticket by force to buy 1hour before i fly. This is really a very bad experience for me with MAS.

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7:34 am EDT
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Malaysia Airlines contemptible in-flight service

MAS flight service is racist & appalling!

I have not flown on MAS in a decade because the last time I was constantly ignored, whilst others (Caucasians) were attended AFTER my initial request until eventually I had to make a complaint to the flight attendant in question.

Deciding to try MAS again despite its damaged reputation, I was met with the same racist neglect and rudeness.

On Friday 18th August, KL to Perth Australia on Flight MH127 departing 1950hrs, flight attendant Ms Wong “served” me in seat 14H.

When Ms Wong came with the drink cart offering a beverage, I enquired what was available to which she decidedly and dismissively flicked her hand at the cart not uttering a word.

Obviously, I can’t see into the cart from my seat so I had no idea what was available. Detecting a bottle neck I simply asked for a red wine.

To my horror she then proceeded to serve the Caucasian man in front me opening with the line “Hi, Sir may I offer you a drink of any kind? We have red and white wine, beers, juices, soft drinks.”

I was disgusted. I spoke up there and then and said to Ms Wong “It’s nice how you voluntarily explain what drinks you have to someone else yet when I specifically asked what you have you simply flick your wrist”.

Ms Wong simply said “Hmm” with an indifferent, unapologetic look and proceeded to smile whilst serving the Caucasian.

Ms Wong cannot plead ignorant to her behaviour because I pointed it out. I was so annoyed that I lost my appetite and didn’t even touch my meal.

Ms Wong is rude and unhelpful in a role that ironically implies service, when clearly her demeanour would suit a non-contact role. Her purposeful neglect and flippant attitude embodies and reflects MAS standards.

Feel free to re-visit this letter of complaint as it circulates the worldwide web.

From Seat 14H on the MAS flight that didn’t crash or go missing.

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5:42 pm EDT
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Malaysia Airlines check in and seats

On the 27th august I checked in online for mh4 kl-london departing on 29th august. received message 28th night that flight has been retimed from 9:50am to 2pm. during online checked in I changed my seats to upper deck 36 a, c and d (m6vaao, m6pyqo, q4eyon). all done

I checked in online earlier so that my family can be seated together. unfortunately due to flight retimed my checked in seats are no longer available for me when I get my boarding passes from the check in counter in kota kinabalu.

Mas please explain how can this happen? I have already checked in online successfully yet the system don't work. do not do not live up to your reputation as mana ada system.

Thank you.. faithful mas passenger

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9:12 am EDT

Malaysia Airlines baggage real delay

Ticket no [protected]
Boarding group A
MH371
BWN -kul
26 august
Business class

Travelled with my husband and there were only 4 passengers in total on business but we waited an hour for our bag on carousel. Everyone else got their bags. Informed baggage attendants twice and when everyone from our flight left then only they took us seriously - we were late for the wedding function that we were flew in to attend -

We were then told a foreigner was operating the baggage and he does not quite understand. The taxi that we had prebooked has also charged us extra waiting fee

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12:53 pm EDT

Malaysia Airlines food, seats, delay and communication

I flew economy on the 13th of July MH367 sat on pre booked seat which I paid extra for and the head phone unit was broken. Also the flight was delayed. Then had my connecting to london MH002 again delayed but arrived promptly so no problem and had my pre booked seat. Flew back to KLIA MH003 then to Taipei MH366. I prebooked seats both window and in front. But was given completely wrong seats. The food served was not fit for a dog let alone me. My PNR LO2VJR. Please refund me my prebooked seats I paid for and never got. Also an hour delay sat on a hot plane with no communication or food. A complete and utter disappointment. Complained on the phone to your customer service and agents said there is nothing they could do for me. I need a refund for my pre booked seat from London to Kuala Lumpur and Kuala Lumpur to Taipei. When a person books their seat they should get exactly what they pay for. But not with Malaysia Airlines. Full off delays and nonsense. Also the TV screen was not working on my seat 12F MH366. No comfort or care from your airline.

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1:32 am EDT
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Malaysia Airlines regarding extend flight

My name is atul kakkar, I have a flight from bangkok to New Delhi on Sunday 11:05 am, I want to extend my flight to Tuesday, from today morning I am calling on Malaysia airlines customer care number but they don't picked up my phone, it's very busy, I am calling from my international number it's very expensive to call, could you please help me regarding this, my email id is [protected]@yahoo.com, thank you.

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12:49 am EDT
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Malaysia Airlines mh 2664 kul-twu time 1440

Saya chek in di kaunter lebih kurang 2 jam sebelum penerbangan dan dilayan oleh petugas warga filipina. Sungguh lasar dan tidak profesional. Bila sy berckp dlm bahasa melayu. Dia dgn sombong berkata "english only" tak boleh ka bercakap dgn lebih sopan eg. Im sorry madam i cant speak malay. Can we convers/speak in english pls" kan lebih sopan. English petugas pun tunggang langgang, lebih baik budak melayu yg kerja jual beg atau coklat kat kiosk2 dlm klia. Ada ke ckp can i borrow your ic. X pro langsung..Sepatutnya Can i have your id for verification pls.. apasal mas ambik org asing yg kualiti rendah bkerja di klia sedangkn ramai graduan malaysia yg bagus2 masih mengangur.kenapa agung2 sgt pekerja asing yg entah kutip dari mana ckp english pun mcm longkang.. sombong pulak tu, bagus lg english sy yg sekolah pondok. mcm la pekerja asing high skill sgt. Pls answer me mas

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7:57 pm EDT
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Malaysia Airlines unprofessional ground staff behaviour and general disregard over lost items

Yesterday my father traveled to Auckland from Mumbai with a transit in KL. While travelling from KL to Auckland he missed his phone and few other papers in the front seat pocket which he realised as soon as he stood in line at the immigration services. Whilst he collected his luggage he asked some of the Malaysian Airlines ground staff if he could get this phone back as quite a bit of important information was on it. He travels quite a bit for business so his phone has a lot of emails, letters and so on that contain a lot of sensitive information. For this he was asked to wait while someone boards the place and checks this out. This wait lasted over 3 hours which is I must say insane. After the 3 hour period when enquired again was told the person he spoke to has left for the day. The arrogance and ignorance and the plain lack of care is appalling. We left he airport with no phone and with people assuring that the person whom they spoke to will get in touch with us to let us know in the next few hours. Its mid day today and no information.

The better of all this is that the lovely man who was travelling to KL same flight same seat found the phone and was kind enough to get in touch with his emergency contact to let us know that he found the phone and will post it to us.

The bitter part of this is, what am I supposed to take from this that we travel in unclean planes and that the staff are not bothered about the traveler's troubles and outright lie to you. Disappointing and disheartening.

Although he was disappointed in himself that he left his phone you can imagine this could easily happen after a 16 hour journey with a 12 hour layover period in KL. I am disappointed and disgusted at this attitude and behaviour.

P.S.: I do have the information of the person who said will check my dad's seat for the phone in the airport.

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1:48 am EDT
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Malaysia Airlines unethical and rude behaviour of staff plus lack of communication

Booked flight ticket for my daughter and me to go to India as my aunty passed away under reference number PCYDRD on 16th July 2017 as the funeral was on 17th. the flight was scheduled to fly at 13.15 on 16th, at 1 pm the staff announced the flight is delayed. For 30 mins no other info was provided, when i asked the staff the reason for the delay and how long, they were rude and just said "when we know we will announce, you don't have to ask". I was offended by the rude response and spoke to another staff explaining the urgent nature of my travel. The other staff said there is some technical issue and so the delay. However, after couple hours of wait late, they announced flight is cancelled. Then they said, they got a part and so may fly. Around 4.30 to 5 pm, they announced that the flight is cancelled and we have to go to a specific counter to get our tickets rebooked. No passengers were offered even a glass of water and the staff were still very rude. Our baggage arrived late. After another 2 hrs of wait in the specific queue, we were told that only accomodation is provided, there is no information regarding the rebooking of flight. We have to call Malaysian Airlines for that information. Even the details of food was not provided. I had to fight at the airport explaining that we were not even offered a glass of water and we were in the airport since 11 am and it was close to 7 pm. Finally called the toll free number and spoke to 3 different agents. The staff in Fiji, has no knowledge and do not understand even the query asked. Finally the 3rd gentlemen was wise and offered multiple options to rebook the flight. Booked the flight for next day and that night got multiple emails from Malaysian Airline that the next day flight was also delayed. So spent the night calling Malaysian Airline and explained that we had to take the connecting flight and the emergency nature of the travel. The agents in Fiji failed to understand and kept saying that the flight is delayed 2 hrs and we can take the connecting flight. I was socked coz the connecting flight had only 1 hr transit and with 2 hrs delay, the flight would be missed. The agent never understood and i hung up after 4th call. Went to the airport next day and again more confusion. Staff did not know which flight we belonged to as there were 2 flight the next day. Even after showing them the email from Malaysian airlines regarding our ticket, confusion prevailed. Finally spoke to airport manager and got the ticket issues sorted. Boarded the flight and guess what flight was delayed by 2 hrs. The original flight had out meal request and when I spoke to Malaysian airline, i was assured that the meal request would have been transferred. But the entire meal was messed up. When asked the staff inside the flight, they were angry with us and said they do not cook in the flight and food request should be done earlier. It was done correctly in our original flight and was supposed to be there in this flight as well. I told the flight attenders that the ground staff confirmed the meal request was transferred. The staff were unwilling to assist and said that we can complaint to the airline that ground staff gave misleading information. The entire ordeal was too much and very disappointing. No one seems to care and treat passengers badly. The toilets lacked tissue papers and smelled badly.
I thought never again in Malaysian Airline, however our return was booked for 31st july night. Unfortunately, another aunty passed away and so had to go post pone the ticket to 2nd night under reference number TO26OK. Similar sage at the Malaysia to Auckland flight, one meal done and another not sorted. My daughter did not eat at all, but there was one male attender, who was so polite and kind that he offered her fruits and juice. Imagine my daughter did not eat anything in the 11 plus hr flight and became sick. we were emotionally upset and this was too much to deal with. The air staff on the way back (Chennai to Malaysia and Malaysia to Auckland) were kind and very understanding. Thanks to them our return journey was no as bad as the initial journey from AKL to MAA. The main luggage wheel was broken when the luggage was picked up. i was so upset as my daughter was sick as well, that I did not bother to complaint.
Couple of days later I called Malaysian airlines to complaint and I was told to send email. I did that and no response. So I called again and was told the email id given to me in incorrect. So told I am using this tool to explain the horrible ordeal we had and how hurting it is to see the airlines does not care about its passengers. Very disappointing.

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8:37 pm EDT

Malaysia Airlines missing luggage

On 4th august myself Jill Wilkinson and my Husband Anthony wilkinson left Australia at 23:25 on an Air Malaysia flight to Koh Samui (MH128), changing planes at Kuala Lumpur at 09:15 on 5th August.

There was a medical emergency on the 1st flight which resulted in the plan having to divert to Darwin Australia. We appreciate that this was an emergency and there was nothing anyone could do about it.

When we arrived at Kuala Lumpur (PG0952) we were used straight on to the connecting flight and left approximately 20 minutes after arriving, landing in Koh Samui at approx 10 am. However none of our luggage arrived on the same flight. We reported this at the service desk and were told by the service desk that our luggage was placed on a flight to Hong Kong and was going to be transferred on a schedules flight from Hong Kong to Koh Samui the same day, and that we would receive our luggage at the hotel the same evening of the 5th August.

The service desk officer would not specify a time but assured us are luggage would be at our hotel the same day. No compensation/clothing/ toiletries etc was offered and we went to our hotel with only the clothes we travelled in, which were unsuitable for the location as it in winter in Melbourne and very cold, and it was over 30 degrees in Koh Samui. We had no choice but to purchase some clothes and toiletries immediately whilst we waited for our luggage.

At 7pm we called the service desk for an update and were then told that our luggage would not be arriving until the next day and it would be sent to our hotel. It eventually arrived at our hotel (after being sent to the wrong hotel) at 2pm on 6th August a full 28 hours after we arrived. At no time did anyone say sorry, or offer any form of compensation to enable us to purchase some clothes or toiletries.

We have travelled daytimes with Air Malaysia, and were very disappointed with the communication during this time. We are planning to travel to the UK mid 2018 and as a gesture of good will by Malaysia Airways and upgrade to our travel is not to much to ask when we book with your airline for future flights.

We look forward to hearing from you
Jill & Anthony Wilkinson

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12:00 am EDT

Malaysia Airlines they lost one of are bags

Flying from Langkawi to Singapore via Kuala Lumpur with my family (4 in total). Checked in 4 bags and got back 3 in Singapore! But I figured, this is not a problem, all of the bags were tagged with bar codes, so they will be able to track the bag down, right...? No.

It's been over 3 weeks as I write this and we still have not been told anything by Malaysia Airlines as to where the bag is or where it was seen last. Nobody can tell me if the bag was scanned at Langkawi or if it was scanned at KL or Singapore. Nobody has told me anything.

The bag belonged to my 14 year old daughter who had EVERYTHING she loved in that bag. and everything she needed. Need I mention she is becoming a "woman".

But Malaysia Airlines has not contacted me on any of the numbers I have provided on the many forms they have made me fill out again and again.

We just go around and around in circles.

All we that we have been given is a PIR (Property Irregularity Report) number #SINMH16231 and a number from Malaysia Airlines Our Ref.: GTS 03108-08/2017/LP

I have attached the forms that I have sent before. Please find my bags, or at the very least contact me with an update.

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Update by Mike Sommers
Aug 22, 2017 12:01 am EDT

Could not attach form as you do not allow PDF's

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Phone numbers

1300 883 000 1800 552 9264 More phone numbers

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