Malaysia Airlines
reviews and complaints

Electronic booking number
[removed]
Flying to Bali on 18/06/2017
My name is [removed]
I have had a really bad experience with Malaysian airlines, I needed to book extra leg room I called up six times no record of calls- people kept saying they'll email a different department and would email me in 2-3 days with confirmation no emails, no confirmation I spent about 1.5 hours on the phone each time and I kept getting conflicting information, they kept asking me the same questions, I wanted to speak to a manager and couldn't it's just been really really terrible service please could someone call me on [removed]

I have an Enrich card which wrongly states my name. Instead of "Julia Leong Soek Peng" as per my passport, it states soekpeng julialeong ". As a result I am unable to use my card. Every time I check in, I complain to the counter staff but nothing was done about it. I called customer service and no one picked up. I tried to apply for a new card but was told I already have a card. Very poor service. Very disappointing.

I have called MAS reservation on 10/6 at abt 10 am to make some in inquiries which include:
(a) the enrich card redemption for return trip to London, and
(b) the change the flying departure ticket.
*somebody from MAS has adivised us to consult the MAS counter at airport.
Complaint - Then at abt 2.00 pm we have reached at the Klia to sort out the mentioned matters. However, while collecting the Ticket Counter 9, the lady has informed that the system still not order and we need to come back later. On the matter, I have put forward to her verbal notes that I have came the long way from Puchong to Klia and unfortunately we have been given wrong info. The counter was not happy and still keep on telling me that there is no coordination of the info between MAS Reservation and the Mas Klia counter. And secondly, at the moment I am still waiting for the service on ticket change of date at Counter 4 at Klia.
From: Dr Idris. Enrich Gold card number MH [protected]

Our family had the most horroendous experience on flight mh 0002 from kuala lumpur to heathrow-london deaprting on june 7th, 2017 at 23:15
Our seat numbers are 43a, 43b, and 43c

Booking number: kwtr7
sales agent/update: 0116

My husband and I booked a bassinet seat for our newborn baby on march 7th. the malaysia oversea office promised us a bassinet seat on the phone on march 7th. 1 day prior to our travel, I phoned up the oversea office to confirm our bassinet seat and was told that they didn't book us the bassinet seat. after two skype phone calls, the agents on the phone assured us that we do have a bassinet seat on both flights and our families will be sitting together.

On day of the travel, we did get a bassinet seat on the flight from jakarta to kl, but our family couldn't sit together. the check in staff at jakarta assured us that we will for sure have a bassinet seat and our family will be able to sit together from kl to london.

When we finally boreded the flight from kl to london, you can imagine our anger and disappointment when we discovered that they didn't give us a bassinet seat.

When we notified the flight attendant resopnsible for seat 43 a, b, and c, he first told us that we can talke to the basinet seat passengers ourselves to arrange a switch. we told him that is absolutely not our responsiblity when we booked month ahead of time and has received 2 verbal confirmation, 1 personal confirmation at the check in counter and 2 e-mail confirmation of a baseinnet seat. he then proceed to solve the problem reluctantly.

The flight attendant came back and said that he could give us one bassinet seat, but my husband and my 2 year old daughter won't be able to sit with me and the baby. we politely asked him to have us sit together.

He came back 30 minute later said that there's not even a bassinet seat. we will have to sit without any bassinet seat at all. then the cabin crew started avoiding us from this point onwards. the cabin purser and gound agent (a lady with headscarf) came and speak to us with an aggresive attitude. they offered no apology and showed no empathy to my distraught two year old and an over tired baby. when my husband asked if my baby and I can sit in the business class (the entire section is empty) so the baby can lie flat, the cabin purser said, "not in a million years that you will get to sit in the business class." the lady in the headscarf refused to look at the e-mail confirmation of bassinet seat I showed her. she was rude to my entire family and told us that if we don't accept the three seats they had to offer, we can get off the plane.

They then left my distraut family standing for another 30 minutes. we discovered that they were getting our luggage off the plane without our consent. the security guards came and speak to us and said that we can either sit down or get off the plane when they already took our all our luggage off the plane. I didn't want to distress my children any further, so we chose to sit down and plan to file a report when we arrive.

After we were helped to our seats, the plane still didn't take off for another 30 minutes. more security guards came on to the plane and asked to speak to my husband in an aggressive manner. the corner him in the galley and really upset my daughter. they told us that we have to get off the plane because the pilot refused to take us.

My husband showed the air marshals our plane ticket and email confirmation. the air marshals didn't think we were being unreasonable and asked the pilot to take off. the pilot refused to take us and asked us to be escorted off the plane. the air marshals told us to file a report as soon as we arrive as it's out of their hands to help us.

When we were put in the air transit hotel, we were promised that the malasia airline staffs will pick us up the next morning. but no one showed up the next day to helped us with all the luggage and two children.

We have 4 follow passengers who are willing to be our witness of this injustice and many passenger were appaled to see the ordeals we were put through when it was entirely the airline's fault.

It was a mistake made by the booking agents, the checking in agent and mishandled by the flight attendant. but it was mostly the pilot, the purser, the woman in the headscarf (the ground agent) that treated us with contempt, shifted blame and they had everything in their power to remedy such a simple solution.

It was utterly unacceptable for the mistakes they made, the misery they put my two year old and newborn baby throught. there was a specific reason why we booked this flight aiming to reduce the discomfort long haul flight can cause for a young child and a baby. but the pilot and the entire staffs who handled our problem obvisouly didn't understand or care. they really shouldn't be trusted with the important jobs they are entrusted to handle everyday.

My mother in law was supposed to board Hyderabad at 00:25 and reach Malaysia by 7:05 and I have a connecting flight at 9:05 to Sydney

But the flight got delayed at Hyderabad for 2.5 hours I.e the flight got departed at 2:30am and will reach Malaysia at 9:47 and now we have to wait for 14 hours to take the next flight

They charge the good amount for 2 hours gap and now I got 14 hours gap for that price

It's [censor] airlines this is my 3rd worst experience

Please anyone willing to go by Malaysia airlines please don't go even it's free

It was my first time making redeemption using my enrich miles for my upcoming trip to Melbourne. I was so disappointed as I was not made known upfront that I couldn't upgrade my redeemed tickets to business class! I wrote for help to gccc reservations but no solution given at all and I don't feel any service nor human touch given since i'm traveling with infant! I truly don't understand why I couldn't upgrade by paying cash or why we r not eligible to bid? Is travelling with an infant such a disadvantage for having infant u can't bid? Why there is this discrimination? Why MAS is so rigid? Can't u just try to out-serve and win back some loyal customers?

I have bought a ticket from KL-Kuching with high price. The payment is done and the booking is confirmed. However, I was told that my ticket was sell off while I reach the airport counter. The reason given was I didn't do check in 60 minute before departure and MAS has sell off my ticket to others. End up, I have to purchase a new business class ticket with double the price for next flight. Is it the right for Malaysia Airlines to do so?!

To CS,

Good evening.

I am the passenger CHIM MUI YAU of the flight MH3905-from Kota Kinabalu to Sandakan on 04 June 2017(3.00pm-3.50pm).

The same day i have received a message on 12.40pm that this flight has cancelled and change to flight MH3104-from Kota Kinabalu to Sandakan (8.00pm-8.50pm).

But when i reach waiting at the boading area i just know the flight MH3104 was delay again.But i never get any massage inform from MAS about this flight MH3104 was delay.I just get to know when i ask at the boading ground airport staff.

I was cancel my taxi reservation twice at same day, and need to cancel all my schedule on that day.Whos should paid my lost.

Please reply.

Thank you.

From,

Tracy Chim Mui Yau

Our(me and my wife) flight was delayed 2 days( the flight was on 25th April 2017) and it took us almost 3 days to reach Colombo. This is the second time this happened with us. Very disappointed! We went from Auckland to Colombo. So the flight is long anyway as it but experiencing such a thing makes it worse. We would like to get a refund of our money.

I booked 3 child meals for my kids for flight mh0780 to Bangkok but it was not in your flight stewardess listing and even my boarding passes (which your stewardess had advised me to check my boarding passes when it is being issued) My 3 kids had to take the adults meals which was spicy for both selection. Chicken rendang rice and Szechuan fish noodles. They ended up jus having cookies. When I booked my tickets online, I've specifically selected child meals for them. We've travelled to Japan and Sg and the same procedures of booking was done and it was no issues at all. Kindly look into this matter. Fortunately, it was jus short flight. Can't imagine if its an overnight flight with 3 starving kids.

Our flights were delayed from Perth to Kuala Lumpur for 1 hour, which resulted in our connecting flights from Kuala Lumpur to koh samui being cancelled and we had to go to from KL, to Bangkok and from Bangkok to koh samui, we never recieved a email to let us know that we now had an extra flight, we lost a whole day on our holiday had to pay for 2 taxis which was 2400thb I want to be compensated for my extra 9 hour travelling which could of been spent with my family on holiday like I planned at the time I payed for I'd also like for you to have better customer service at your service desk in KL as we were treated like we were criminals for being angry, when this was all Malaysia airlines fault, I need to be compensated fairly as it was my sister harmony toto, & partner Steven hoko we were aboard the mh126 flight that was delayed please fix this.

Wairua Ngaha

I had help my colleague to purchase two ways air ticket, KUL-BKK (1/6/17) & BKK-KUL (2/6/17). Due to reschedule of meeting, he need to go to BKK on (30/5/17), I called MAS customer service, the representative can't change need to purchase a new ticket. So I purchase a new one way ticket ( the repurchase cost is almost same with 2 ways ticket).
Just now, I try to check in the return ticket, but I can't. I call the MAS customer service. They told me flight ticket had been cancel, due to no show for KUL-BKK, I tried to explain what happens and why I repurchase.
1st representative: need to charge the no show fees, but need to double confirm the procedure and the fees will call me back.
（Wait around 1 hour, no receive any call, I call back）
2nd representative: need to purchase a new ticket, due to can't open back the cancelled ticket.
(Need to double confirm, who is true, so I call back again)
Thanks for 3rd representative, she help me a lot, she allow me paid the no show fees and help me open back the cancelled ticket. And told me next time I can change the flight schedule with pay the penalty

Why different customer service representative different solution, if before I repurchase, the representative know the truly answer which I can pay penalty and reschedule the flight. The issue wont happen, wont support MAS anymore. This is no first time I feel very upset from MAS service

There was terrible management of the passengers that were on MH128. There was very little regular updates about what was happening while we were kept separate for up to 8 hours. There was no priorities given to the young children or elderly especially when we were at the tarmac for 20 minutes and they should have been allowed to take their bags and medications with them.

There was also no assistance to help passengers contact their families or provide hot drinks for people throughout the night until 7am.

The worst part was that there was no clear plan to assist passengers to get out and alternatives like flying passengers on alternative airlines should be organised.

Dear Sir/Mam,

We had a flight of Malaysia Airline (MH 0190) departing from Malaysia at 18:50 and Arriving at Delhi International Airport at 21:50 on 30 May 2017, since due to late landing of Malaysia Airline by 25 mins that is at 22:15 instead of 21:50, We came out from flight at 22:20 after the connecting bridge was setup, until then check in counters of jet airways Flight (9w323) which was supposed to depart for Ahmedabad on 23:10 From Delhi International Airport was closed. We were not able to catch Jet Airways due to late landing of Malaysia Airlines by 25 minutes.

Please let us know for the suitable procedure for claiming refund of tickets

Our Flight Booking Reference is MH/WHDGZ
Four Passengers in this booking are as follows:
Miten Shah
Mahek Shah
Manish Shah
Vaishali Shah

Image of our Reservation Confirmation is attached here.

For redressal of this issue, Please respond on the below mentioned Contact Reference:

Email ID: [protected]@deloitte.com
Contact no: +91 [protected] (India)

Im really dissappointed with malaysia airline ! I love malaysia airline but today! I really dissappointed . Today im searching flight ticket and im happy to see there is a cheap fare 138RM ! I try to search for 3 paX fare It cost me 1000+++++ RM what the hell ! But its alright i buy one by one ! First ticket i had done the payment when i wnt buy another ticket it fail to proceed for no reason ! Then i check back the price the price had rise ! And it fail the second times and now the price up to 200+++

Dear Sirs

My complaint is in regard to MH Upgrade who debited my bank account for $185 for an unauthorised upgrade. I have requested a refund of this amount without success. I have also written to their CEO, Peter Bellew on 23rd May 2017, but I I have not received a reply.

I am attaching a copy of my email to Mr Bellew which explains everything.

Can you please assist me get a refund as I feel that other travellers may be also charged for upgrades which they did not request. MH Upgrade ask for your bank a/c details hence they just help themselves to our funds.

临。。。到了机场大概5:15。。。可惜，这才是残忍的时刻。。。。首先，我们先利用 kiosk 进行登机，及影印机票，接着我们就坐下等柜台开以便寄放行李箱。。。在这期间我们不停的注意荧幕。。。。但荧幕一直显示 closed...tutup...这字眼。。。在7点钟时，我先生就上前去询问到底是什么回事。。。。一问之下，我们简直是晴天霹雳、不知所措。。。。因为荧幕一直在骗人。。。。从来没有开过的柜台既然要关了。。。。而我们的行李箱根本来不及寄放。。。。因为队已经排到门口外面了。。。在这时候我们唯有向工作人员求助。。。没有想到这是另一个让我们更加沮丧生气难过。。。工作人员当我们是“酱油”点我们去这个柜台那个柜台。。。我们带着1个小孩一个婴儿在机场像疯子一样奔跑。。。去到资讯柜台的服务人员态度差极。。。我向他要解决方案他告诉我要投诉去 柜台 c...到了柜台 C 的 “经理们”也没有让我们感觉到她们是想要帮我们处理/解决事情就叫又我们去资讯柜台重新买票。。。我们带着无奈生气难过失望的心情“再次“到了资讯柜台。。。那里的工作人员的脸实在是脸色比我们还有差。。。。由于差额实在是太大而且你们的工作人员实在“太忙”忙到没有耐心没有笑容，我们也带着这次“超级难忘”的旅程回家去。。。。回程中孩子们默默的流泪。。。只要我的婴儿还不知道发生什么事情，逗着我们玩。。。。 希望你们能够正视这个问题。。。。谢谢

We travelled from Bangalore to Melbourne via KL through flights MH193 and MH129 on 27th May 2017. We had ensured 1 vegetarian jain meal and 1 vegetarian meal was booked well in advace and I had personally called the airlines 2 days in advance to confirm the same.

However i was highly disappointed and unhappy when I was denied my special meal stating it was not requested earlier. We were offered a cake and a crossoint instead, which contained eggs. We could not eat that either.

Im worried about my return journey again with Malaysian airlines on 19th Aug 2017.

Appreciate if you can address my concerns and ensure proper food is served.

Thanks
K Premkumar and Manjula Premkumar
PNR : X0PCH

I am travelling from Singapore to Ho chi min city. The flight MH 628 was 20 minutes late and I checked in MH 758. The desk staff confirmed my two laguages [protected] and [protected] was lodge in MH 758. But when I arrived in Ho chi Minh city, both the laguages were not found. I raise lost and found report SGNMH27344.

I am upset about the staff services at Kul airport and told lies to me about my laguage check in.
The airlines MH services are going to be poor day by day.
Regards
Dr. Zakirul
[protected]

Flight mh433 24 mei 2017 from hk to malaysia
Etd 18.35

1. I arrived at hk airport at 1pm. I can't check in my luggage until 4.30 pm... I waited for 3.30 hours to check in my luggage..
2. Fight delay depart at 9pm
3. Food was horrible. I took the chicken meat and it taste bad
4. My seat can't be recline.. (After so many time I took mas airline..) bad aircraft design like budget airline..4hours of flight and my seat can't be recline