Malaysia Airlines
reviews and complaints

This is to notify that me (Mr Ramesh Wadiye) & my wife Mrs Rajashree Wadiye got a very very poor customer service from Malaysian Airlines during our Mumbai-Sydney travel.

Initially, our flight timing from Mumbai to Sydney was:

Mumbai-Kuala Lumpur: Depart: 23:25pm (Mumbai)- Date: 08/04/2017
Arrive: 07:15 am (Kuala Lumpur)- Date: 09/07/2017

Kuala Lumpur- Sydney: Depart: 9:10 am (Kuala Lumpur)- Date: 09/04/2017
Arrive: 19:35 am (Sydney)- Date: 09/07/2017
The problem faced during the above travel was:
1. Flight got delayed by 3 hours during travel of Mumbai- Kuala Lumpur travel.
2. Flight got delayed by 14 hours during travel of Kuala-Lumpur to Sydney travel.

During Mumbai- Kuala Lumpur travel, when we both went at the counter for check-in, we were told at that time that flight got delayed by three hours. We also had already checked in for the above proper flight timings. They didn’t even reply us with any email that the flight was delayed. We had no option but just to wait. We asked for any food arrangements from the airlines, but they said no. We spend around AUD $ 100 dollars for our food and also other things including waiting for a flight.

During Kuala Lumpur to Sydney travel, it was even worse. The flight was delayed by roughly 14 hours. We were just provided with the hotel to stay and food that was too far from the airport (40 minutes’ drive)

We reached Sydney next day of our official arrival. It was so hectic for us since we were also coming from funeral. Instead of 17 hours’ flight, more than 34 hours were spent on travelling and not even proper customer service to us (especially Kuala Lumpur service was the worst). We booked the tickets on Saturday so that we could reach Sydney on Sunday and could have gone to work the next day. But because of the delay, we reached the Sydney airport on 10th April at around 10 am and came out of the immigration around 12 noon. Me and wife both missed the work for that day and we suffered because of it.

Please look into this case and let me know what can be done to solve the issue. We are expecting around AUD $1500 for the compensation for the damage done by Malaysian Airlines.
I have also attached the details of our official flight details and the boarding passes details which was got delayed for your further reference. (Mr Ramesh and Mrs Rajashree Wadiye)

Hi there,
I travelled with Malaysia Airlines first and probably the last time.
We had a connecting flight from Quala Lampur - MUMBAI initially it was from Gate H10. I was with my wife, 1 toddler and 1 infant. We went to Gate H10. After 10 minutes they changed Gate to G6. Again after 15 minutes they changed to H6.. we came back to H6.. now, again after 20 minutes .. changed to G8.

Issues:
Change in gates 4 times.
Have to walk with the kids (1 infant, 1 toddler)
I asked to get battery car assistant. Which was rejected.
-in between all 30 minutes were like no one knew which gate flight is coming.
While going here and their my infant got sick as she cried a lot.

Flight details:

9th apr Sydney - Quala lampur, MH122
Quala lampur - MUMBAI, MH186
.. please let me know what's the process to file the legal complaint.

Thanks,
Rahul

I requested a refund and had contacted with the company several agents regarding flight delaying and wasted my time and trust, because all I got was rude and irresponsible attitude from the airline agents, until now I haven't received any proper feedback. As the problem was occurred by the airline company, they really should have a better solution platform. All in all it was totally a worse customer service experience ever, very ridiculous and the refund policy is a total joke that you have to wait for 3 weeks to 3 months, and no one can't even email to the refund department, I'd recommend to never fly with Malaysia airlines.
Save your money and book with another airline company.

Dear sir/madam,

This is regarding our baggage which has been mishandled by your staff at Auckland airport and also on how your staff responded to our missing baggage complaint at Hyderabad airport.

My parents mr.kandula Venkata Ramana Reddy and Mrs. Pidathala sujatha travelled from Auckland to Hyderabad through Malaysian airlines on 26 March 2017.

During checkin the person over there said that husband and wife baggage will be checked under one name I.e under my father's name and both bagages were checked in under the name of kandula venkata Ramana Reddy for which they received only one tag sticker - [protected].

On arrival at Hyderabad the baggage has been delayed and my parents were asked to file a complaint for the same and they clearly mentioned​ to the staff that 2 bags have been checked in and only one tag sticker has been given. As first time fliers they don't know that tag is different for both bags. Your staff delivered one bag the next day and said that only one bag has been checked in under the provided name and tag sticler. We asked them to confirm with staff at Auckland airport and they said that it is your problem and we can't help you.

So we troubled our friend in Auckland and asked him to check at the airport for the missing bag. There the bag has been found and he has been informed that the tag has been lost and so the bag has been kept aside. Clearly not placing tag properly is your mistake.

And finally we found the bag and the bag has been sent to Hyderabad with number AKLQF25426 and tag MH667598 and expected to arrive at Hyderabad airport by apr 3rd and we made a call and asked the airlines staff to inform us when they receive the bag and also gave our mobile numbers .

There was no call or any information regarding the baggage till yesterday I.e 05/04/17 and after several calls to the provided numbers [protected]/ 2715
We finally came to know that the bag has arrived on 03/04/2017 - but no one bothered to inform.

They are telling now that as customs clearance is needed passenger should come and collect the bag personally - that means we should let go of our daily work and take leave and travel 400 kms to collect our baggage - all of this is because your staff didn't do the job properly.

Forgot to mention we even went to airport on 28/03/2017 to request your staff to find the bag - as expected very pathetic response

So please kindly look into this and solve the issue and compensate us for the delay in baggage delivery and the suffering we went through because of this.

Thanks.

My family and I recently flew with Malaysia Airlines from Heathrow to Perth WA via KL booking ref KTP1Q:
Departing
2/03/17 MH3 Dep 10.00 Arr 07.00 (fri)
Stopover in KL
5/03/17 MH127 Dep 19.45 Arr 01.20
Returning
30/03/17 MH126 Dep 02.20 Arr 08.00 (fri)
30/03/17 MH4 Dep 09.50 Arr 16.35
I travelled a lot with MH back in the 2001 for a 5 year period and was always happy with them and as such happy to be a returning customer.
On both flights to Australia, I was very surprised at the state of the Aircraft, particularly the A380-800 from London with my seat not working properly and the interface controller also completely non functioning to control the screen. In addition to this I noticed the aircraft was in a real poor state of repair, particularly the toilets - all of them! We put the outbound journeys behind us and went off to enjoy our family vacation.
On returning to Perth at the end of the holidays, we received notification of the delay (80mins) prior to heading to the Airport and therefore arrived a little later in the early hours. We eventually found out that the delay was due to a reduced serviceable fleet with two of the six A380's being grounded for engine changes. This delay meant that we were tight for our transit in KL and our bags didn't make it back to London on the same flight. This is being dealt with through our insurers as we had a wedding anniversary to attend away from home with no clothes!
My main issue for writing this complaint is the utterly filthy and dilapidated condition of the aircraft, also on the return flight - possibly the same aircraft on the KL to LHR? From the photos attached I would image some Health and Safety regulations have been breached.
On entering the aircraft you could see the carpets were grimy with in ground dirt in the main walk ways, particularly near the galleys and around our seated area. (see photo 1). I also noticed holes in the walls creating a sad image of the Airline (photo 2)..
The toilets were some of the worst I have ever experienced with some of the lights not working on entry, and general condition (broken filthy buttons), flaking paint and build up of dirt possibly from months of neglect. (photo 3)
My USB phone charger was broken (photo 4), the entertainment system was unserviceable again with broken buttons (photo 5)..
The worst issue related to the condition of the plane was the seat where my daughter sat 44K. Towards the end of the long haul flight she stood up on the seat for a short moment whilst we were taking here for a nappy change and due to the seat padding being loose she got her foot stuck down the back seat wedged against a sharp edged piece of metal.. This alarmed all of us and left a nasty red mark on her leg once I managed to free her (photo 6).
This list, coupled with the delays, not receiving our baggage, poor food quality and no choice due to being served last in economy lead to an awful return experience with Malaysia Airlines.
I feel they have failed to deliver on several fronts including hygiene and health and safety and therefore would respectfully request a refund of some kind to make up for the stress, discomfort and disappointment of travelling with them...
I look forward to hearing from you.
Yours Sincerely
Mark King

I have been scammed by Malaysia Airlines. I purchased, with one single payment on my credit card, tickets from SGN-KL and KL-SIN. The full amount was charged to my credit card, I received a receipt for that payment for two legs, and I was allowed to board SGN-KL... and then when I went to check in for KL-SIN, I was told that there was no record of my purchase. This, of course, made zero sense, but the Malaysia Airlines staff said I was not in the computer and seemed to see no further responsibility for themselves. They did not even make a record! This was somehow only my problem. As a result, I had to purchase a new ticket for the same flight! Luckily it was operated by Singapore Airlines, whose staff did help me.. All this despite my being able to show them the receipt of my purchase on malaysiaairlines.com. I paid full price to Malaysia Airlines and did not receive in return what I had paid for, plus I was forced to pay significantly more to Singapore Airlines on top of this.

MH089 from Narita to Kuala Lumpur dated on 01/04/2017
One of the stewardess with short hair ( forgoten her name ) Served drink with single hands holding the tray .
Talked impatiently and very rude towards the passengers. We just misheard the PA about stop serving hot drinks due to the turbulence. When we asked for hot drinks ... she was showing her face impatiently and refused to explain .
I have never seen such a rude Stewardess in my life .
The in-flight toilet very dirty and looks old the airplane.
As a Malaysian I felt shameful . I am very regret of choosen Malaysia Airlines.

Passenger : Tan Chooi Ping
Seat : 28A

Dear Sir / Madam,

We have just returned from our holiday in Australia, We chose to fly with Malaysian Airlines, and chose to fly Business Class. The holiday was wonderful, as were the flights from the UK to Australia unfortunately the flights home did not fulfil our expectations at all.

Firstly of flight MH 0126 29th March 2017 from Perth to Kuala Lumpur was delayed by 1.5 hours. This has a knock on effect for the business class lounge, which closed 2 hours before take-off, so we had to sit in the terminal, not what we had in mind, also the variation of food supplied was very poor in the lounge a curried salad or the hot meal was curry, unfortunately for me I don’t like curry, had to wait a further 4.5 hours until I was fed on the plan as the only food served was 90 minutes before landing.

As we checked in the staff on the service desk apologised that as we were now on a Boeing plane instead of an Airbus, our seats had been downgraded from what we had purchased. We were now in seats little better than premium economy with some of the carriers we have flown with, the seats were a far cry from the ones advertised and the lay flat bed, it was nothing more than an oversized chair. We paid a lot of money to fly business class, this is not what we paid for but this is what we were given, due to the smaller plane the inflight services was extremely limited, we wasn’t even given a toothbrush. No toiletry packs at all. The cabin crew director apologized for the limited service.

When we landed it then took 1.5 hours to connect the sky bridge, which had a knock on effect, with us missing our connecting flight. We made the crew aware of our situation and they stated that they were aware of us needing to catch flight MH 004 29March 09.50am they told us there was a team of people waiting to whisk us away to the connecting plane. This was not our fault we missed the connecting plane to London Heathrow.

On disembarking the plane what happened next descended into chaos, about 50 people all missed connecting flights and there were 2 people only on the desk trying to sort them out. We were told we would be put up in Hotel Suma Suma and would be flying out on now flight MH0002 29TH March at 23.15pm which finally took off 30th March at 00.15, some 14 hours & 25 minutes later than originally expected.
The Hotel was lovely & the food provided was beautiful I have to admit and in normal circumstances this would have been great. Due to the length of time we were going to have to wait till we were flying again we decided that we would like our luggage back and stated this at the time of finding out about the hotel, we were told our luggage would follow on shortly, this was not the case unfortunately the luggage turned up 7.5 hours later, after us chasing it, so we couldn’t even go into Kuala Lumpur.

The flight home was up to the usual good standard, but due to all the delays we were over 14 hours late arriving home in the UK, My Husband & I were both due in at work on the morning 30 March 2017 so we have had to take an additional days holiday.

I look forward to hearing your comments

We can be contacted on s.[protected]@blueyonder.co.uk & susan.[protected]@gmail.com

Regards

Susan Wodhams

Dear team
Am Balraj Anthony Udayaraj travelled to Melbourne on 01/04/2017 00:35 Am from bangalore via MH-193 business class and from kaula lampur via MH-129
When I received my check in suitcase 2 handles and trolley wheel were broken
Please suggest me how can I get this loss componsate
Will share my boarding pass and passport details
Now am at melbourne contactable at +61 [protected]

Dear sir,
It is my pleasure to comment the services of masairline. I have been a loyal customer for several years because I believe in the excellence of your company. I really enjoy your staff serves your passenger with a smile.in fact, it is with a heavy heart that I file this complaint against your company.
I am writing to you in connection with the above flight which I was booked, the flight was supposed to depart from bangkok at time : 2050 at 28/3/17, but was early depart without any notification from any of your company staff.

I would like to complaint about the early depart of my flight mh779 on 28/03/2017 (time : 20:50 bangkok to kuala lumpur) without any notification to us. Before this, I was called your customer services centre on 30/03/17 regarding this matter. As your good staff information by mail, just stated out that changes our seat from economic to business class. Hereby I would like to request a reasonable compensation from our travel insurance - mh insure, therefore we need a confirmation letter from your to prove that the flight had delay depart to the next day morning 29/03/2017 (Time : 0525 bangkok to kuala lumpur.) below is my booking detail : booking no. : kjrrp & kjr24
Please do reply me as soonest possible.
Thank you

Nicole tay
Tel:[protected]

First of all let me introduce my self, my name is Kevin Benedict Lesmana.

I was a passenger of Malaysia Airlines from Kuala Lumpur to Jeddah on 14th February - 21st February 2017.

I was doing umrah with my mom (Siti Sopiyah Sohib) and my brother (Adrian Sebastian Yurpi) with the booking code XBB2W, our flight number were MH150 and MH151.

So, the problem in this email is my mother's bag delayed for 2 days after the arrival in Jeddah, so we couldn't get the back the bag yet until finished umrah even until TODAY.

we have proceed to the Malaysia Airlines's office in Malaysia and Jakarta but there's no answer until today. the last proceed was still in Jeddah, but there's no progress after that.

I really disappointed with the Malaysia Airlines's service about this problem. where is the responsibility of this airlines? it's not that easy because that bag is my mother's favourite bag.

It's also happened to me 6 months ago the case like this with Garuda Indonesia, but the airlies change it directly to my hotel. So, what is the next step should i take? or what is the compensation that i get from the airline?

I really wait for the answer.

Dear MAS. Auckland airport 28 March 2017. I flown MAS business class. The check in staff asked whether I am on business class. When replied yes, was asked to show a proof. What an ####. You should check the ticket before asking. This not supposed to be the treatment for business or first class cabin. It is kind of double standard when others with good looking cloth were having good hospitality without being asked further. Just because I'm wearing jeans with family doens't mean I can't afford a business class. I flown many airlines with business class and the Auckland airport is one of the lowest ranking in term of hospitality. The reason I flown MAS because of Malaysian Hospitality feeling returning back home. Now not getting the same treatment anymore. Is it because of new CEO direction? No more MH? The cabin crew also not professional anymore. Is it because after a revamp? New structure? Business cabin to ask ice cream also like begging. Not to mentioned about cabin slipper etc. Very slow response like don't want to entertaint. Business class OK... Not economy.

Dear Malaysia Airlines & all related parties,

I am writing you concerning a round-trip flight from Jakarta, Indonesia to Hongkong, I made on September 4th, 2016. I have booked a flight for CGK-HKG-CGK with Malaysia Airlines through www.traveloka.com for March 24th – 28th, 2017, with a booking code number KHRPC. I have enclosed a copy of my ticket for your reference (see attachment 1 - samantha samantha-CGK-KHRPC-HKG-FLIGHT_ORIGINATING and attachment 2 - samantha samantha-CGK-KHRPC-HKG-FLIGHT_RETURNING). This was my first time flying with Malaysia Airlines and also my first time flying to Hongkong, with my 7yo daughter. Generally I was very happy with the in-flight services, it was was great and the flight attendants were very nice.
Here is what happened on March 28th when we wanted to fly back to Jakarta. When we reached Hongkong International Airport, we went to the Malaysia Airlines’s check-in counter at row D and when we got there they told us that our flight was operated by Cathay so they suggested us to go to Cathay’s check-in counter to do the check-in. Then we went to Cathay’s check-in counter at row C as they suggested us and when we got there they told us that my flight was operated by Cathay Dragon’s so they suggested us to go to Cathay Dragon’s check-in counter to do the check-in. And again, so we went to Cathay Dragon’s check-in counter at row H. This guy at the check-in counter gave us a one way boarding pass from Hongkong to Kuala Lumpur only, he told us that we should check-out at KLIA which means that we have to queue at the immigration office and get my luggage out and then check-in again to get our boarding passes from Kuala Lumpur to Jakarta. He also told us not to be worried as we will have enough time in Kuala Lumpur to do so. I asked him why we have to do so? As I bought a round trip tickets and it didn’t happen with my flight from Jakarta to Hongkong? (see attachment 3 – CGK-KUL-HKG boarding passes). He told me that this is because it is a codeshare flight, which I didn’t understand what codeshare means. So we got boarded and flew to Kuala Lumpur (see attachment 4 - HKG-KUL boarding Passes).
Our flight from Hongkong to Kuala Lumpur was scheduled at 16.05 and we arrived in Kuala Lumpur at approximately 20.30. We queued at the immigration office and waited for our luggage, the arrival gate is on the level 3 and the departure gate is on the level 5 at KLIA 1. Due to this work-around, we reached the Malaysian Airlines check-in counter at approximately 21.23 and the lady at the check-in counter told us that we were late as the flight was at 21.45 and she suggested me to go to the ticketing counter and buy a new tickets. We went to the Malaysia Airlines’s ticketing counter and asked for assistance on how to manage this, I told what happened to the lady at the ticketing counter and yes she suggested me to buy a new tickets as well. I told her that I bought a round trip tickets and I am not going to buy a new tickets and that they need to take care of this matter as I need to fly back to Jakarta at that very moment because I have to work on the next day (see attachment 5 – work calendar) and my daughter has exams at her school (see attachment 6.1 & 2 – daughter’s exams schedule). After we waited for some time, she told me that the next earliest available flight is at 7.30 in the next morning. She said that this was the best that she can managed and she gave me the printed-out of the itinerary receipt (see attachment 7 – KUL-CGK itinerary receipt).
Then I asked how about me and my daughter being have to stay over-night here at the airport in the middle of the night? Is there any hotel compensation for us? She told me that to claim for a hotel compensation, I have to ask from Cathay because it was Cathay’s fault for being delayed (apparently) and she suggested me to go to Cathay’s ticketing counter at row H. We went there and turned out they were closed, so I got back to the Malaysia Airlines’s ticketing counter and met with a different lady. I told her that there was no one at Cathay’s ticketing counter and I asked her to manage and facilitate the communication and arrangements between airlines. She told me that she can’t do that, we have given you the new ticket and that was all from us. Then I took pictures of her and the counter and she scolded me for I have taken pictures of her and the counter, told me that it’s not allowed to take pictures and threaten me that she’ll call the security and force me to delete the pictures. She said ‘Ok, but next time buy the flight tickets only form our official website and don’t buy tickets through any agents’. I replied ‘ok, just take care of this matter then I will delete all of the pictures’. I have enclosed the picture of this lady as well (see attachment 8 – Malaysia Airlines ticketing counter staff). I said, I will delete the pictures if you could just help me to manage this matters and not letting me stranded here at a foreign country’s airport, with a 7yo, in the middle of the night. I’ve talked to an innumerable chain of people since we were at Hongkong International airport and found ourselves begging like a child begs for a cookie. After we waited for 2 hours, she told me that she can’t manage it and that’s all. So I left her, I left the counter, with my 7 yo daughter. We were tired, exhausted, we spent awhile sitting on the airport’s chair, until I found my daughter was sleeping on the chair (see attachment 9 – my 7yo).
As a result of these negligence:
1. We spent 2 hours standing in front of the Malaysia Airlines’s ticketing counter at KLIA.
2. Incurred expenses of a midnight supper (see attachment 10 – Burger King’s bill).
3. Incurred expenses of one extra night stay in Sama Sama Hotel at KLIA (see attachment 11 – Sama Sama Hotel’s bill).
4. The 9.5 additional hours we spent in the KLIA 1.
5. Failure of attending my scheduled meetings on March 29th (see attachment 5 – working calendar)
6. Failure of attending my daughter’s scheduled exams on March 29th (see attachment 6.1 & 6.2 – exams schedule).
I’ve experienced not only financial lost but also a torment to me as a mother with my 7yo daughter with me, in the middle of the night at a foreign country’s airport.
I am expecting your response on this within 3 days, or I will escalate this to the regulator and or publish it to the media. I am very unhappy with all of these experiences.

Sincerely,
Samantha
+[protected]

Name : Mukul Vaidya
Flight : Malaysia airlines
Journey: Sydney to Kuala Lumpur to hyderabad.
Luggage tag number : [protected]
Mobile number :+91-[protected]

I was suppose to be pickling Kuala Lumpur to hyderabad flight on the 30th march. However, a delay in flight from sydney to Kuala Lumpur(on the same day) resulted me into not able to pick the connecting flight. As an alternative, malaysia airlines had provided me a flight to chennai and then from chennai to hyderabad via air India and confirmed that my luggage will be delivered to chennai airport. However, I didn't receive my luggage over there. And it has been 2 days I am chasing up Malaysian airlines people from hyderabad and chennai, but looks like no one is looking into the case. I am really frustrated with the service provided by Malaysian airlines. The worst of all.

I flew from Phnom Penh to Kuala Lumpur and was shocked to discover we were not allowed to check in until two hours before our flight was due to take off and with only 3 members of staff checking in a high number of customers.

By the time I had checked in and cleared security I barely had time to get a drink before being told to board the plane which was late anyway.

I had already been prewarned via email that my connecting flight from Kuala Lumpur had been delayed from 23:15 until 1am. This didn't bother me until we were told to go through security to our gate where we received a letter (see attached) stating there was some problem with the food.

When we finally did board the plane at 1.30am we were given some truly inadequate food. I had chicken and potatoes. The chicken was virtually inedible and we saw no more food for the next 10 hours. I slept through "breakfast" with no one thinking of waking me or putting some near me.

We arrived into London Heathrow at approx 8.45am when we were originally due in at 5:55am. I came very close to missing my coach because of this.

I also include a photo of the sandwich and water we were given as we went onto our flight. No option given or dietary requirements put into it.

I am genuinely shocked at how unorganised this whole situation was and I won't be flying with Malaysian airlines or recommending you to anyone else

My flight from KL to mum was delayed n luggage did not come. V were informed by the airlines that it will b delivered within 2 working hours inspite of my continuous calling airlines as well as d courier company gemin travel who was supposed to deliver my luggage today is the 4th day yet not received. Worst experience very bad airlines. Would not recommended any one . Shweta shah [protected]
It flight landed on 28th March today is 1st april yet not received our luggage

Lastnight we flew from Perth to Kuala Lumpur to catch a connecting flight to Vietnam. The flight was a little delayed from Perth but we made it to KL in time and got to the gate in time but they wouldnt let us on the plane? They said they had changed our flight "thinking" we would not make it. Well we did make it anf they still wouldnt let us on. We then went to the transfer desk to ask why this had happen and were given new flights for 6 hours later! 6 hours later also meant missing our first tour that had been booked and so far we are $350 down on flight changes and tour changes. We were given a pathetic amount of food voucher which could get you literally 6 nuggets at burger king and now our whole trip is ruined. I would like to know why we are expected to pay for all our changes when it was your staff who changed our flight without confirming or asking? We said if its our bags then we will go without them and sort that out later but they said no your flights have already been booked. This is the first time i have flown with Malaysia Airlines and this is absolutely disgusting and has ruined our whole trip. Please contact me at [protected]@yahoo.co.nz

Ini pertama kali dan terakhir kali saya naik mh... jangan pernah naik pesawat ini lagi... pertama attitude dari pramugari dan pramugara yang kurang sopan dalam hal tata bicara nya seperti saya menanyakan apakah ada seat yg kosong.. dan ada penumpang yg menanyakan apa bisa minta roti atau makanan kcl karna namanya perjalanan jauh pastinya kan kadang kita ingin makanan kecil... mereka jwb semua dengan judes... pada waktu balik dari london tgl 27 maret 2017 cancelled jg tidak ada pemberitahuan... penumpang ditelantarin, 8 jam sy berdiri menunggu ketidakpastian bersama anak sy yg kecil... bener2 terlalu... air minum saja ga dikasih

I initially booked a flight with Malaysia Airlines with the agreed time of 2:05am on Friday 14 April 2017. A few weeks ago, they retimed my flight to 11:25pm on Friday 14 April 2017, that's nearly 24 hours into the future and it derails all my travel plans; connecting flights as well as a wedding that I am attending!

From 14 March 2017, I have been calling their customer service hotline up until today, 31 March 2017. The first several calls, I was assured that I would be able to get on the earlier flight, 11:25pm on Thursday 13 April and I am guaranteed a seat on that flight, I just have to wait for the email confirmation.

Fast forward from 14 March until now, the email confirmation is nowhere to be found in my inbox and with the last customer service staff that I spoke to who was super unhelpful/hostile (like she didn't even bother to help except read off a script) that did not provide me any help except that I had to keep waiting for the confirmation email to come through. In which I said, "I fly out in less than two weeks' time, how much longer am I supposed to wait? Am I supposed to wait till Thursday 13 April for you guys to tell me that there's nothing you can do about it?", the customer service staff could not give me a proper reply except dance around my question.

With no concrete solution and the staff wasn't being helpful, I asked for a refund of my flights and I was told that it would be processed in 3 weeks to 3 months time. I found that highly unfair that I had to be out of pocket with purchasing new flights with another airline because of MAS's stuff up that I am stressing over flights that I shouldn't have needed to stress about in the first place. I told the staff, "Because of MAS stuffing around with my flights and not even trying to be accommodating to get me on an earlier flight, I expect a full refund", in which she replied "I can't confirm or say if you will get a full refund". By this point, I was absolutely furious, "you stuff me around for more than two weeks since my initial call, screwing up all my travel plans and you are telling me you won't give me a full refund?". Again, she danced around the question.

I asked for a confirmation email that she has cancelled my flights which she said "Oh I can't do that, I will need you to email in and then I will reply to the email". I can't believe how ridiculous this whole process has been.

I have sent an email to gccc.[protected]@malaysiaairlines.com and I still haven't heard anything from MAS.

According to someone else's complaint;
----------------------------------------------------------------------------------------------------
"For your information, at any time after the booking has been made Malaysia Airlines may change the schedules and/or cancel/terminate/divert/postpones/reschedule or delay any flight where Malaysia Airlines reasonable consider this to be justified by the circumstances beyond Malaysia Airlines control or for reason of safety or commercial reasons. In the event of such flight cancellation or retimed by Malaysia Airlines, we will carry you at the earliest opportunity on another of our scheduled services on which space is available without any additional charges subject to fare brands and seat availability.
However, our management have come out with few options below:

i.ONE FREE CHANGE ALLOWED TO DEFER TRAVEL DATE UP TO ONE (1)
MONTH LATER FROM ORIGINAL DATE OF TRAVEL WITH PENALTY FEE
WAIVED SUBJECT TO SEAT AVAILABILITY ON SAME RBD.

ii. REFUNDS -NOT PERMITTED BUT MH ALLOWS TICKET TO BE CONVERTED
INTO MCO (voucher) FOR FURTHER TRANSPORTATION, ONLY WITH VALIDITY
PERIOD OF SIX(6) MONTHS FROM MCO DATE OF ISSUE. "
----------------------------------------------------------------------------------------------------

None of this would have happened if you have placed me on a flight at the earliest opportunity which would have been the flight on Thursday 13 April at 11:25pm but no, they put me on a flight that was nearly 24 hours into the future. Where is the consideration that? I paid over $2000 for two people to fly with MAS and I get stuffed around.

Also, I was not offered (i) or (ii) as per the snippet of the reply from MAS in someone else's complaint.

I really hope that MAS gives me a full refund after stuffing me around for 2.5 weeks and would have probably continue to do so until the date I am supposed to fly out.

I hope this gets resolve ASAP as $2000 is a lot of money to be wasted.

I will never refommend malaysia airline to anyone not even a fly, I belive a memeber of stuff stole my mobile phone, even when I tried getting in touch, to get the phone back they were not helpful, memebers of stuff even threatened to put the phone down just because they don't want to help. It's unbeliever and very shocking, they refuse to respond to emails. Malaysia airline is a hot mess