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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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12:11 am EST
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Malaysia Airlines lost of luggage - received only after 4 days

- I traveled from Kuantan to Kuala Lumpur on Dec 7, 17 flight MH1269 then same day flight MH190 from Kuala Lumpur to New Delhi India then to Kashmir the next day.
- luggage was lost when I reached New Delhi. It is Winter time. I have no jacket, no clothing (normal and winter), no bra, no underwear, no skin care, no toiletry, no boot, no shoes to change to
- Luggage was received only after 4 days which is already almost the end of my entire holiday trip
- I suffered from the coldness, hygiene, inconvenience, embarrassment, worry, disappointment and insomnia. It is a torture spoiling my holiday mood in my entire trip.
- As a result of the coldness, I catch a flu, running nose and fall sick eventually.

I would like to demand compensation for the emotional suffering going through and hope Malaysian Airline can do post mortem and find ways to improve this.

From: Chow, Ai Lian
Contact: [protected]
Email: [protected]@hotmail.com

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3:31 pm EST

Malaysia Airlines international flight delay from singapore to auckland

Hi there,

I am writing to make a complaint about our flight on 10 December from Singapore, bound for Auckland (NZ). Our scheduled flight was from Singapore 1930 on 10/12/17 to Kuala Lumpur - flight # MH0616, connecting at KL airport at 2145 to Auckland (arriving at 1300 on 11 Dec) - flight MH0131. However our first flight was delayed by approx 2 hours which made us late for our connecting flight and as a result, our flight from KL to AKL had left by the time we landed in KL. We expressed our concern for this when the announcement was made about the delay of flight MH0616, and the airline staff mentioned that we could be changed to alternative flight which flies directly to AKL, however we were later assured by Malaysian Airline staff that we were to maintain our original flight and that the second flight (MH0131) would be there when we arrived in KL. This was not the case and when we arrived in KL, flight MH0131 had indeed left.

We were place on another flight (MH0123) which flies KL to Sydney, from there we had to take another flight to Auckland (NZ110). This flight left much later than our original flight and with the extra stop over in Sydney, we were significantly delayed in our arrival. Our original arrival time in Auckland was 1300 on 11 Dec, by the time we arrived, it was well passed 2100. Because of this, I was unable to return to work on Monday and the loss of income from this was significant.

On top of this, our luggage was left in Sydney and did not follow us to AKL. Again, we were reassured when our flight was changed that our luggage would arrive with us in AKL, however this was not the case. This issue has now been resolved, thanks to the support at Auckland International Airport and Air New Zealand.

We seek resolution to this issue by means of reimbursement and compensation for the extra spent travelling and the loss of productivity at work due to no faults of our own.

I hope that you will find a suitable solution for our troubles.

Kind regards,
Ming Yang

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7:27 am EST

Malaysia Airlines baggage handling

Two tickets booked for mum-kl-Bali and return Bali-kl-Mumbai. Jigar Vyas
I returned back on 13th dec 2017 via flight MH-194 from Kuala Lumpur to Mumbai departing 8:00 pm kl time. My luggage were badly damaged by handling staff which we realised during pickup. Big dents on two bags that were just purchased while departing to kl. This is not acceptable. Kindly need a claim for the damaged or I shall have to reach to general customer complains.

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3:54 am EST
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Malaysia Airlines seeking refund of monies paid for seats booking which reserved seats were never given

My name is Chen Siew Me and I had booked for 11 flight tickets for a trip to Bali on 24.6.2017. I paid extra for seats booking for the said 10 seats namely RM22 per seat. When my family and I checked in at KLIA airport at MAS counters on 24.6.2017, we were informed that all our reserved seats for 8 seats were already taken by others. Instead we were given 8 other seats which we didnt chose earlier. As I had paid extra RM22 for each seat booking, I am now seeking a refund of total RM176.00 for the 8 seats booked for the flight to Bali on 24.6.2017.
The flight was MH0715 on 24.6.2017 at 9am.
The malaysia airlines travel itinerary receipts reference numbers were KZ266 and LE7HG . The Seats booked for this flight to Bali on 24.6.2017 were seats no. 9F, 8F, 8E, 7A, 7B, 7C, 8A, 8B and 8C.
The seats given to us instead were seats no. 12A, 40A, 40C, 40D, 40G, 41C, 40F and 41A.

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10:23 pm EST
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Malaysia Airlines staff attitude

I was travelling on MH 2543 KCH-KUL on the 11th Dec 2017 Gate 6. I was stopped by MAS staff Ms Tina at the gate for failure to produce my Enrich card and it was not stated on my boarding pass.*A good staff would normally make an effort to check in their system to verify whether Im an enrich gold member and what not*. I had to return to the Golden Lounge to re-print my boarding pass and somehow enter the plane later than planned.Instead of apologising for her mistakes, she has a nerve to tell other staff that it was my mistakes..as much as i enjoyed travelling on MAS which is famed for its courteous staff, this type of behaviour could ruin your good reputation!

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7:03 pm EST
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Malaysia Airlines cancellation of flights

passenger AHMAD SHAHRUL BARIYAH DR

BOOKING REF: VAFWXK
TICKET NUMBER : [protected]

Im supposed to flight from Alor Setar to KLIA at 10.25 (MH 1205), and continue from KLIA to Kota Baru at 2.40pm on the 19th November 2017

However, I was later informed that the morning flight was cancelled and retimed to 2.40pm. Definitely i wont be able to fly from Alor Setar at 2.40pm.
I was told to cancel the whole journey. I bought a new ticket from KLIA to Kota Baru and drove from Alor Setar to KLIA.

I understand that the ticket is unrefundable BUT the cancellation was not made by me so Malaysia Airlines should consider for a refund.

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2:08 pm EST
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Malaysia Airlines misleading airfares advertised on website before - booking excluding other service, movement charges, etc

Dear Sir/Madam,

Booking reference number: OWDR3O: Shilpa Ram & Vivaan Ram

I am writing to submit a complaint as I am very unhappy with the price that I ended up paying for 2 airfares from Melbourne to Bangalore - one for myself and my child (Booking reference number: OWDR3O: Shilpa Ram & Vivaan Ram).The prices that were advertised while making the booking in July 2017 was was way too lower than the actual charges I have ended up with. The fares didn't include any passenger service charges, movement charges, etc. Based on this price, I went ahead to book the ticket as this was competitive price compared to Singapore Airlines & other airlines. However, on completion of booking, the price ended up being $1464 for myself and $1073.05 for my child. This is way too high compared to the fares advertised on website and also other airlines. Please note that I have always traveled on Singapore airlines but because of the competitive airfares, I took the initiative of going ahead in travelling with Malaysian airlines despite of some bad history with this airlines. However, now with this huge ticket price charged on myself and my child, I find it very exploiting with wrong airfares being advertised. Since, I am travelling with my 5 year old child, I find it even more unsafe and cheated. I really would appreciate if you could do the needful and ensure that I am compensated for this mistake. This would really make our journey peaceful and stress free. I am willing to go to media if the needful steps are not taken regarding this. I look forward to hearing from you soon.

Booking details: Booking ref no: OWDR3O
Travelling dates: Departure from Melbourne: 13 December 2017; Returning back to Melbourne - 25 January 2018

Thank you

Regards,
Shilpa
Mobile: +[protected]
Email: [protected]@gmail.com

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Update by Shilpa Ram
Dec 10, 2017 2:22 pm EST

Dear Sir/Madam,

Booking reference number: OWDR3O: Shilpa Ram & Vivaan Ram

I am writing to submit a complaint as I am very unhappy with the price that I ended up paying for 2 airfares from Melbourne to
Bangalore - one for myself and my child (Booking reference number: OWDR3O: Shilpa Ram & Vivaan Ram).The prices that were
advertised while making the booking in July 2017 was was way too lower than the actual charges I have ended up with. The fares didn't
include any passenger service charges, movement charges, etc. I was astonished when I was charged even for seats during the booking process ($14.80 per head for Melbourne-Kuala Lumpur; $ 26.60 per head for Kuala Lumpur - Melbourne). Based on the initial price advertised on website excluding these additional charges, I went ahead to book the ticket as this was
competitive price compared to Singapore Airlines & other airlines. However, on completion of booking, the price ended up being $1464
for myself and $1073.05 for my child. This is way too high compared to the fares advertised on website and also other airlines. Please
note that I have always traveled on Singapore airlines but because of the competitive airfares, I took the initiative of going ahead in
travelling with Malaysian airlines despite of some bad history with this airlines. However, now with this huge ticket price charged on
myself and my child, I

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6:34 pm EST

Malaysia Airlines missing item

Hi,

I am writing in regards to missing items in check in baggage.
My itenary details
Reservation code  WFU553 (MH)

Sydeny to KUL(MH 0122) date of travel 12/11/17

Connecting flight from KUL to Hyderabad (MH 0198) date of travel 12/12/17

My details
Eticket [protected]
Name - Vaseem Mohammed

I received my bag a day late and it was delivered to my home address.

I want to make an official complaint.
There are things missing from my bag.

My samsung S4 phone and pack of 8 maybiline lipsticks. This is totally disappointing and unacceptable.

If customs staff did this, I want a genuine confirmation from the concerned department as I don't think they would remove it. I strongly believe i have followed all the rules and have brought the stuff that I am only allowed to get.

This is very upsetting that you guys deliver a bag with missing items

Please resolve my problem as soon as possible.

Thanks
Vaseem
+[protected]
[protected]@yahoo.com.au

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7:21 pm EST
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Malaysia Airlines booking of seats on mh127 kl to perth

Dear Mas, this is a feedback and request. Your helpful ground crew book 2 seats for my flight due to a wheelchairbound mom. Boarded the flight and was told that it is a small craft and there is no incraft wheelchair. Seat 23 C was too far to the ladies.
My request is to book her to a seat nearest to the ladies if the airlines decided to use a smaller craft if number of bookings are low. Please accomodate this for my return flight on 14 Dec at 2am from Perth to KL, maybe seat 29. Pls change the seats for 2 as she needs a companion. Hope to hear from you soonest.

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5:09 pm EST
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Malaysia Airlines luggage late delivery

I took the flight from Kuala Lumpur on 5th Dec 2017 8:30am to Auckland, but one of my luggage didn't deliver, and it took two days to deliver to my hotel in Auckland, this is unacceptable, so what could you do to compensate me for your failed service.

This is my missing luggage report AKLMH23913

My MAS booking reference: T831GM
Name: LIM KEAN AIK
HP NO: +[protected]
Email: [protected]@yahoo.co.uk

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1:53 am EST
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Malaysia Airlines unethical behaviour of a cabin crew

My husband and I were travelling on MH0130 from Auckland to Kuala Lumpur on 5 Dec 2017, departure time 2.40pm.
At about 4.15pm, we saw that all special meals had already been served to the respective passengers. The cabin crew in-charged of our section, Damian, was pushing the food cart ready to serve normal meals to the remaining passengers. He stopped to chit-chat while doing so, with passenger whom should be known to him.
It is unfortunate that my husband and I could get into bad gastric when hungry, we sought Damian's consideration if he could please serve us the food first. Immediately hearing our request, he showed a black face, raised his voice and sarcastically asked "oh, so you have gastric? and BOTH of you have gastric?". We were stunned by his reaction, but tried to explain to him that hunger would trigger gastric. He raised his voice further with an obvious intention to humiliate us in front of the rest of the passengers by asking "you are hungry, everybody is hungry, who is not hungry here?"
We just kept quiet as we did not want to speak to a crew of such standard. He sensed our silence and asked whether we wanted lamb or chicken rice. Both of us chose chicken rice but were served lamb instead. Hahaha... was that done on purpose? I leave it to you to judge.
The drama did not stop there. He continued to humiliate us by sarcastically asking in his high=pitched voice "You must be very thirsty too, so what can I serve for your thirst?". we thanked him for the 2 cups of water served.
Oh my, we were utterly speechless and disappointed with this type of behaviour and standard displayed by a MH cabin crew. He totally did not know how to show empathy and be sensitive to passengers' medical condition. In return, passengers were being humiliated for seeking his assistance.
I hope that Malaysian Airlines will seriously look into this so that other passengers will not go through the same bad experience. For Damian, he seriously need to attend service course to improve on his service skills. If it was so wrong to serve food to us, he could have offered a bun if he were a considerate crew.

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6:28 am EST
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Malaysia Airlines unethical behaviour / rude behaviour of air hostess

Hi Malaysian Airlines Customer Service Head,

I have been a patron of Malaysian Airlines for the last 17 years and so far this has been my worst experience and has made me think of flying Malaysian Air again.

I was on the flight from Manila to KL (MH 807) and this particular flight attendant (Ms. Lucy K) was quite rude right from the beginning of the flight until I disembarked. After long rides to the airport and waiting at the gates, the last thing I expect is such a behaviour from your staff. After paying premium fares, I don't think I or any other passenger deserves this.

Pls get you act together and re-focus on customer experience and service. This is just FYI.

regds,

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9:33 pm EST
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Malaysia Airlines seat arrangement for booking number oysdxx & qdjz5s & passenger name edmund chai li jet (flight on 06 dec to bkk)

Reference is made to the above booking numbers.

We wish to bring to your attention that upon checking in via online a moment ago, noticed that out seating arrangement are all over the plane. This was really surprising us as this will not ever happen in MAS that we known of. The seats are usually pre-arranged in same row or nearby. But now, MAS standard may have drop to other budget airlines which passengers are needed to pay for 'chosen seat'. Is this true ?

We even called up your customer hotline this morning to find ways to re-arrange the seat, unfortunately they can't render any help and asked us to proceed the request at the check in counter. Really disappointed ...

We trust that MAS will really look into the matter and assist us at your best way especially we have elderly and young kids in our group which we prefer to be seated together.

Thanks,
Rachel
[protected]

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1:52 am EST
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Malaysia Airlines negligence of cabin crew

I was on flight MH8209 seat number 43C flying from Madinah to KLIA on 2nd December 2017. During the landing, when the airplane in the braking mode, the whole steel storage box used to store cups/utensil for food preparation, came off and landed on the floor in a huge thump and sliding off towards my legs. The second steel box would follow thru had the airplane had not come to a standstill. The steel box would have hurt my leg badly if i did not remove it on time. It is due to the negligence of the cabin crew that did not properly latched/locked the units that prompt the incident to happen. Please look into this as this kind of negligence is not tolerable as it may have caused serious injury to the passengers. Thank you very much for your action.

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9:36 pm EST

Malaysia Airlines worst treatment for people requesting wheelchair and arrogant supervisor

I requested for a wheelchair as I have injured my back and am suffering from immense sciatica pain while sitting, walking and standing.

The MAS policy is that, while the wheelchair request is on, the passenger is unable to check in online. Usually, as we all know from the years of travelling, the checkin queue is always very long. The most ridiculous thing is the person who requested for wheelchair is expected to be at the airport 4 hours before departure. I find this absurd as the person is already unable to stand or sit for such long duration of time yet expected to wait for 4 hours at the airport. What kind of service is this? Spoke to the supervisor and he gave a fictitious name of Jacqui Smith from the Fiji Office thinking that it will get rid of me. He told me to go ahead and complain for all he cares.

These people have no idea what they are in. MAS is already in trouble in Malaysia having forced to retrench thousands of people worldwide and still keeping this attitude.

I hope that someone will give into consideration and compassion of those who have problems walking.

Thank you for listening.

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8:29 am EST

Malaysia Airlines non receipt of golf bags at siem reap

To,

Customer complaints Department,
Malaysia Airline.

Madam / Sir,

Eight of us - four couples - booked flights on the Malaysia Airline to travel to Siem Reap via Kuala Lumpur - outward on 4 November and return on 11 November. Four gentlemen were participating in a golf tournament in Cambodia by the well known golf trips organiser, 'golftripz.com'. The spouses were on a sightseeing trip at the same venue.

All of us through-checked in our baggages to Siem Reap that included four sets of golf bags. We were shocked at the airport in Siem Reap since two of us, the undersigned, did not receive our golf bags. Naturally, we were utterly disappointed as we had to play three rounds of golf on the following four days. Ninety six golfers were participating and all participants flew in by different airlines. Only the two of us ended up not having our golf bags to play the scheduled three rounds. Of course, everything connected with golf was in the golf bag, namely the clubs, gloves, shoes, socks, balls, caps, sunglasses etc. We could hire golf sets for a price, but not the other things. We were forced to buy all the items mentioned above and we hired golf sets - one for each of us for each day at two different golf courses.

Needles to say, we had a harrowing experience at Siem Reap. Our game crumbled since we were using an unfamiliar set each day. The fact that the bags arrived in time for the third round of play did not help since our rhythm of play had collapsed on the first two days. They were agonising days for us both since we had spent a lot of money towards registration for the tournament, hotel rooms, logistics for commuting from and to the hotel etc. When the bags did arrive finally, there were also some damages on the outer bags.

Apart from the money that we spent for the travel and stay, we had to face a considerable amount of mental agony the entire week.

It is in this context that we are constrained to seek suitable compensation from the airline for the hardship thrust upon us by the inefficient handling of the baggages by the airline.

The following is the breakup of compensation we seek:

Full refund of air fare for the two of us (we are not seeking refund of airfares for our spouses since they did have their sightseeing programme without hindrance)

2. Cost of replacement of the outer bags (Rs. 5000.00 each)

3. Although the agony we suffered cannot be quantified in any
currency and the quantum cannot be determined, we feel that a
minimum of USD 1000/- each would only be fair.

4. Reimbursement of hire charges for the golf sets for two rounds
costing USD 40.00 each for each round, amounting to a total of
USD 160.00 for the two of us.

5. Reimbursement of the cost of golf shoes - we bought only low
priced shoes costing USD 120/- each, and USD 30.00 for socks,
balls and caps (we decided to dispense with goggles) amounting
to USD 300.00 (USD 150/- each).

Please let us know if you need this claim in a particular format and from each of us separately so that we can do so immediately.

The summary of breakup is as follows:

Tickets to and fro Siem Reap: Rs. 61, 482.00
Cost of replacing outer bags: Rs. 10, 000.00
Compensation for the hardship caused: USD 2, 000.00
Reimbursement of golf set hire charges: USD 160.00
Golf shoes, socks, balls: USD 300.00

( Total in Rs.: 71, 482.00 and in USD: 2, 460.00)

Hoping to hear from you soon,

Regards,

S D Chakravarthy and A R Nagaraj

E-Mail: S D Chakravarthy: ([protected]@gmail.com
A R Nagaraj: [protected]@gmail.com)

E - Tkt no. S D Chakravarthy: 232 [protected]
E - Tkt no. A R Nagaraj : 232 [protected]

02 December 2017

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2:01 am EST

Malaysia Airlines wrong check-in by malaysian airlines staff at kl sentral

Ms. Rosma Wati, Employee number 2104185 a Malaysian airlines staff at KL Sentral wrongly did a check-in for me at KL Sentral. I was travelling to India from KL. She asked for my passport and checked me into Malaysian airlines flight. My name is Amit Kumar Upadhyay. She never asked for my ticket. She asked for my passport and checked me into the wrong flight.

I was supposed to board Air Asia, and due to her action I got a boarding pass for Malaysian airlines flight I was not even booked on. As I had flown into Malaysia using Malaysian airlines I mistook my outbound flight to be Malaysian airlines as well.

I unsuspectingly boarded the flight, only to be deplaned a little later after the headcount mismatch.

Not only was I deplaned, I was then asked to pay MYR 2640.38 and issued another ticket by Ms.Nai Charm UTHOMPHOW. I kept asking that malaysian airlines at least own 50% of this mistake if not 100% but no-one listened. I missed my Air Asia flight. Was made to pay extra and get on the malaysian airlines flight. I got a fresh ticket 232 [protected] Ref. no PFN7NP as I had no option.

I am deeply concerned at the safety security and negligence of an airline that checks in a passenger without ticket, makes them miss their flight and then asks for a full payment to stay on the wrong flight.

I tried my best to speak to a senior person, but Ms. Nai Charm refused. I have a simple request, this error was 50% mine and 50% malaysian airlines. I request a 50% refund on the amount of MYR 2640.38 and an apology from Ms. Ms. Rosma Wati

Please call me at 0091 [protected] or mail me at [protected]@gmail.com for a resolution to my request.

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9:01 pm EST
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Malaysia Airlines lost baggage

My baggage did not arrive on flight MH806 on December the 1st.

I was told it would be transferred to El Nido on December the 2nd then I was told when I was at the airport on December the 2nd that it would take 2-3 days but I could pick it up from terminal 1. This meant that I then missed my flight to El Nido and had to rebook costing me 7500 PHP and taxis to terminal 1 and back 200 PHP total. I have now had to leave my wife on our honeymoon and am missing my holiday. This is a disgrace and terrible service I expect compensation for my changed flight and more due to the stress and ruining the start of my holiday. Please let me as soon as possible that I will receive this otherwise I will never use your service again and I will make this complaint more public. My name is Joe Peyton and my email is [protected]@gmail.com

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2:30 pm EST

Malaysia Airlines baggage did not receive

Hi,
I took my flight from Guangzhou to Mumbai connecting from Kuala Lumpur. I reach Mumbai and I can't find any bags. My 5 bags, which was in priority and hot transfer tags together with that still didn't receive the bags. I with my kids sitting in the airport and requesting n crying coz I don't have any clothes with me and we have to travel to Pune for the family wedding. Now because I don't have bags I can't go to Pune so I had to book hotel room in Mumbai to stay and go next day when I get the bags with me. I am very upset with the service. I also requested ground staff in malaysia to help me check the bags. Now I need the compensation for all this trouble. Even business class passages get this service.
My kids are so tired but they have to sleep without changing. Hope to get reply n action on this.

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6:13 am EST
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Malaysia Airlines seating & entertainment

Name: Bhullar /Santokh Singh Mr

I travelled to Malaysian Airlines with my wife on 13th November 2017 to Kuala Lumpur on MH 0003 departing at 10 am from Heathrow airport.

1 / I had prior to my travel booked and paid for the exit seat on 09/09/2017 and was given seat number 42A 42B. However on arrival at check in at the airport I was not given the seat and was informed it was already taken up but given another exit seat 73J and 73H. This I felt was most unsatisfactory, unethical and unprofessional as booking and paying for the seat becomes invalid.

2/ The seat given to me 73H - the entertainment radio. movies and all the announcement did not work for the whole journey. Imagine sitting in the plane for13 hours without any form of entertainment is hell of a journey with stress and being very uncomfortable of passing the time considering I am a very bad traveller. In all my life travelling that was most painful and hell of a journey and this was most unsatisfactory as I had travelled in all my life on Malaysian Airlines. I was given another seat but it was not an exit seat and I did not take the offer because I have paid for this service and have not received the correct service. I would like you to look at this matter and look forward for a recourse / compensation. thank you

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