Malaysia Airlines — missed flight
My wife and I flew from Sydney to KL on Friday, 19th Dec 2014 and stayed at ‘Double Tree by Hilton’ on the nights of 19th and 20th Dec 2014.
On the 21st Dec 2014 we left the Hotel well on time (three hours before departure) and planned to check in on flight bound for Mumbai with connection on Jet Airways from Mumbai to Goa.
When we arrived at the airport, we did on-line registration of the passport details, and joined a very long winding queue (approx more than a kilometre) with few staff to assist with check-in baggage. However, we managed to have the bags checked in, and joined another two long queues to go through the immigration and security scanning.
When we joined the final long queue for security scanning before the gate for departure, half way through the line we noticed the display that “the gate has been closed’. We broke the queue and protested that we need to catch the flight due to the connections to Goa, but this proved futile. NO EFFORT WAS MADE BY THE STAFF TO LOOK FOR THE MISSING PASSENGERS AND ALL ANNOUNCEMENTS MADE WERE NOT IN THE LEAST AUDIBLE DUE TO THE HEAVY CHAT NOICE WITHIN THE AIRPORT.
We approached the Duty Manager and vehemently protested and explained all that happened. The officer explained that the long queue was due to Christmas holidays and arranged for us the next immediate flight to Mumbai “Free of Charge”. However, the officer could not assist with the next connecting flight as Malaysian Airline has no contract with Jet Airways. As the Jet Airways was not responsible for the delay, we have had to purchase two tickets after frantic phone calls to the Australian Travel Agent who logged in from Home (being a Sunday) and further call were made to secure and reconfirm all other connections (Goa to Pune) and return trips as these were all issued as one ticket each (for my wife and myself). In addition, we have had to reschedule airport pick up and changes to hotel accommodation. We lost AUD 1, 000 and cost of phone calls and could not claim through the travel insurance who insisted that it is the fault of the airline.
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