Malaysia Airlines
reviews and complaints

My flight from kbr to kul has been rescheduled multiple times by MAS..and it involves my long haul international flight..It ended up me stranded in klia tired and had to wait..and now again my flight been rescheduled.. what's compensation can I get? Food voucher? A place to clean myself? MAS need to upgrade their service and be responsible for the inconveniences they caused

Dear Sir/Madam,

I and my family members frequently travel through international flights. We had always opted Malaysia Airlines. This time also I booked my ticket for Delhi to Kaulalumpur and Kaulalumpur to Auckland. My booking ref no is MZP2GJ and ticket no is [protected] IATA no is [protected] and date of booking is 14th September 2017. My flight was on 20th September 2017 at 23.00 pm. I am residing in Chandigarh and Indira Gandhi International Airport, New Delhi is approx 270 kms. It takes about 6 hrs to reach Airport(May vary according to the traffic in Delhi.

My flight was at 11.00 pm on 20 and I was at Malaysia Airline counter for check in at 9.50 pm. When I reached the counter, two employees of Malaysia Airline ( one is Mr. Fadah) were present on the counter. I approached Mr. Fadah for check in, but he refused to board my baggage stating that I was late. I requested him that there is 10 minutes left to 10pm but he left the counter and ran away after saying that he had closed the counter now I can not consider your check. I followed him and literally begging that i will miss flight and there will be big financial loss to me. Moreover, I also made him aware that my family member, who is in Auckland is not well and Visa is going to expire on 24 September. It is must for me to take this flight. But, heartless person did not even listen to me. After few minutes, he again came to the counter and I again requested him for the same. Many passengers were also witness of this incident.
He talked with me in very rude manner and again wander here and there for 8-10 minutes, but did not help me. Then I approached Information Desk at Airport and requested for help. The lady at Information Desk gave me two mobile no. and one landline no. Both mobile nos were switch off and landline no was not picked. After continuous efforts i was able to connect the call and one lady on the other side shouted at me like anything that we are busy with our work, we can not attend you till 11.15 pm . You can confirm the same from phone call records. I tried to approached many employees of Malaysia Airlines as well as Airport Authority, but did no get any help and ultimately I missed my flight.

After one and half hours, Mr. Tobinder Kumar, employee of Malaysia Airlines came to me and told me that we can not do anything for you. I will issue you exit pass to leave the Airport. I again explained the whole problem to him that i came from Chandigarh, I am alone in Delhi and no body is known to me in Delhi. It was approx 12 pm, at this time where I will go alone in an unknown city and requested him to arrange next flight for me. He said that i can only issue you exit pass, where to go its your problem not mine. I asked him please tell me the office/ counter of Malaysia Airlines where I can seek help and guidance. He said that there is not office and did not share any information. I had no choice other than to leave the Airport at night.

It was the worst experience of my life. I was totally help less in an unknown city at night due to your heartless, rude and irresponsible employees.

After leaving the Airport I booked next flight by making International call to Malaysia and I have to pay $265 more.

I request you take action against Mr. Fadah and Mr. Tobinder Kumar. I missed my flight and i was forced to spend the whole night out side the Airport in an unknown city with a risk of my life and mental peace. Kindly compensate the financial loss bear by me and mental harassment that i had faced due to your employees.

I expect full support and compensation for financial loss ( ticket charges, ISD call charges and expenses that i had to incur because of missing my flight) and mental harassment from your end or I will persue my case with Airport Authority of India, consumer court for financial and mental harassment.

Deepti Raghav
House no-2003, Sector -20 C Chandigarh - 160020
contact no --- 91-[protected]
Email ID - [protected]@gmail.com

In reference to complaint no GTS07998-09/2017/FQ
I have booked flight Ref: S8HQ8B for travel from Sydney to Hyderabad on 23rd September, 17 through Malaysian Airlines for my wife who is 4 months pregnant.Initially meals on flight was selected as Hindu Non-Vegetarian meal and changed to Hindu Vegetarian meal 2 days prior to travel. Along with the request (phone call to customer support) I made special request mentioning "my wife was 4 months pregnant and she need meal every 4-5 hours" to which lady who attended the call didn't even had courtesy to tell Malaysia airline would or wouldn't provide. I do understand that every request made by customers wouldn't be able to oblige but at least provide us with factual information so that we can make our own arrangments.

The meal served to my wife on-board was fish and then changed to vegetarian meal which is so salty that my wife was not able to eat. she was starving 9 hours long journey and only snack offered is 4 biscuits after rude response from crew was they don't have anything to serve but not for business class customers. If this is the level of service Malaysian airlines are offering please let us know we will do alternate arrangements in future too.

Malaysian Airlines customer server staff has no idea the information they are providing to customers. when I asked for email address to lodge a complaint I was given gccc.[protected]@malaysiaairlines.com address to shoot and later it was [protected]@malaysiaairlines.com where staff has given generic reply about sorry in delay of flight.

if this is the level of customer service that Malaysian Airlines promise I wont trust return flight would be any better for my pregnant wife.

I don't expect any response in shooting this email but, I will be lodging a complaint in Australian consumer court to make this best example.

Hello,

I emailed the customer care team on 25th Sept to which I received a reply from Nurul Najwa Ahmad Zakifli asking for my booking information, flight number etc.

I replied on 28th Sept (almost 2 weeks ago) and still have not received a reply, I also sent a follow-up email and still no reply.

All I want is to ensure my husband and I receive vegan meals on our flights from Amsterdam to Sydney.

Here is all the information you need;
-Case number: 08389-09/2017
-Our Ref : GTS 08389-09/2017/WW
-E-ticket [removed]
-E-ticket [removed]
-Airline booking code: [removed]

Please respond promptly,

Thanks
Emma

I booked my ticket on 28/8 and I was given the reservation number by the system(attached photos), just one day before I m flying, when I about to do online check in; I jsut realised that I was unable to check it. I called up the customer service and despite being put on hold persistently, I was lastly ask to wait for their return call after they got replies from third party. Finally at 1130pm, I was told that they didn't booked me any ticket due to Malaysia airlines system failure; and I was asked to issue new ticket. It was not my fault but is the systems failure but I am the one bare the cost of fare increment finally (initial fare price RM209 vs RM 490). Infact in real, the flight was not even operated, but the question is why I m the one who suppose to bare the consequences when fault was done by Malaysia airlines! I need an explanation for this!

I've had the most horrible experience. Today I have spoken to 6 different people!

Each time call drops off and no one has the curtosy go calll back! I bloody just want my seats to be allocated for this flight and then my flight from Kuala Lumpur to Singapore !

You guys have the worst service! Worest mistake of booking my flight with you guys!

my max antameng, email address [protected]@yahoo.com, I am buying tickets jakarta bangkok jakarta on the date of jakarta bangkok 5 October 2017 and back 08 October 2017, both of the flight delay. the Jakarta Bangkok Flight delay 2 hours, while today's delay caused some problems, my Malaysian flight MH 775 departs 18.40 and arrived 21.55, as a result I have to stay in kualalumpur one Night because my next flight will tomorrow. I need your responsibility for me to have stay in Kualalumpur/airport hotel, this is not our fault, and I have to flight from jakarta to surabaya at 7.00 o'clock since I have to flight 7.30 from Kualalumpur and will arrive jakarta 8.30 which mean I will lost my ticket from jakarta to surabaya. I need your attention on this matters, this is not customer fault, your fault of course and you are responsible for that

Im complaining about our baggage delayed. First our flight was delayed an hour without any information from Auckland to KL and we had 1hr 30min transit but because of the delay we literally had to run from the plane to the connecting flight as we had only 30mins to board. Upon reaching the checkin i inquired about the bags they said it was being loaded. We get to Bali waiting for bags and it wasn't there. Baggage claim said they'll deliver our bags to out hotel. Its now almost past 10pm and some random driver is driving around with our luggage for past 4 hours and my small kids crying for their things which is all in their bags. Called baggage claim and they said wait another 1.5hrs, like seriously! 1st and last time travelling with Malaysian Airlines

Name: Joel Jeremiah Antony
Booking Reference: NDKGQ9
I booked a flight for son for London on 24th Sept 2017 11.15pm Departure from KLIA. He was going as a student for further studies. Before the flight took off we received notification on 24th Sept that the flight was retimed to 11.45pm . After he checked in and entered the departure lounge we received another notification that the flight was again retimed to 1.30am 25th Sept 2017. At appoximately 1pm we received yet another notification the flight was further retimed to 3.15am. The flight eventually departed at approximately 3.50am. That's a delay of more than 4.5 hrs. We like to seek compensation for the delay as it is only right for the inconvenience caused not to mention the arrival at peak traffic hour in London which he wanted to avoid in the first place since he had to go onwards to Hull.
Also as a Student he should have been entitled to 40 kg instead of the 30kg as that is what is offered through travel agent. Your Manager on duty does not know her facts as she said I could have booked it online. No such provision exists. I also made 2 calls to Malaysia Airline toll free number [protected] to enquire on this and the person on the line clearly said it was only 30kg period even for students. Only knew about the travel agent allowance later after unfortunately booking online.

Let me know if you will respond favourably to this request for compensation as the hardship suffered in delayed departure from Europe in no different from the delayed departure here in KLIA.

Rdgs
Xaviour Antony

I was travelling from Mumbai-Kuala Lumpur -Yangon (date 28/08/17 and 29/08/17) in Malaysia Airlines (Flight No:MH0195 & MH0740) with luggage bag which was supposed to be collected at Myanmar Airport(RGN).

The luggage was not available at Myanmar airport due to some Luggage transfer issue and the 'Property Irregularity Report (PIR)' had been reported to Malaysia Airlines local staff (Ref attach.). The luggage was delivered to me after 36 hrs because of which my official work suffered.

I have sent Claim email on ([protected]@malaysiaairlines.com). Even after sending reminders there has been no response.

This is the first time I fly mh and it’s the last time!

I was traveling with my family from hkg to pen via kul on 29 sep morning (Depart at 8:50am)! All passengers were on board on time but flight was pushed back after 40 mins at 9:30am and there’s not much time for transfer baggage to pen though we checked thru the baggage, the connection time is less than one hour! We’re on board the scheduled flight to pen but thing is we couldn’t get our baggage there! We went to pen for attending a wedding but we don’t have any evening outfit and waste our time! Finally mh sent the baggage to hotel at 2am the next day!

Same case when we flew back to hkg on 2 oct! They sent the baggage the next day evening at 10:30pm!

If mh have on schedule delay problems! (That’s what your staffs even told me! Ridiculous!) please do not sell any tickets that the minimum connecting time is less than two hours for any transit flights!

All passengers do their best to get onboard on schedule but the carrier ignored the promise!

Disappointed!

I was flying from Perth to Colombo with a layover in Malaysia on 27 August 2017. Upon arriving at Perth airport to check in I was advised that flight MH185 from Malaysia to Colombo did not exsist. I was travelling as a single mother with a 3yo and a 6yo and this was very distressing. I was uncomfortable checking in as I did not want to be stranded in Malaysia. Upon further investigation I discovered the flight was cancelled with no notification made to me and Malaysia Airlines booked me on to a alternative flight the following day 28 August 2017. However, I was not notified at this point that my return flight would also be altered by Malaysia Airlines. This was altered without any notification, without my consent or approval!

On the 23 September 2017, upon arriving at the Colombo airport to come back home, I was advised that we were not booked onto the flight. This resulted in a lot of distress and costs as hotels had to be organised last minute and transport. The Malaysia Airlines ticket office was also located an hours drive away from the airport and only operated during daytime work hours.

Upon visiting the office, I was blamed for the whole situation and told that if I had confirmed the tickets I would have been advised. I was told that it was not the airlines fault or responsibility and the fault was all on me. I explained over and over again that at no point was I ever told that my return ticket would be altered. I was never advised of a new ticket or provided a new ticket, I was a stranded mother with two young children and the airline took no responsibility and expressed no sympathy.

Furthermore, they forced me to pay penalty fees for being a no-show to the flight they booked me on without my knowledge or consent and charged me to change my flight . All this came to a cost of around AU$1200.

I was treated like I did not matter at all and treated like an idiot when I as a customer is not aware of the airlines process and nor was I ever advised. I was inconvenienced and penalised financially. I would like this matter rectified and I would like to be compensated for my unnecessary costs incurred. I am a single mother with two young children and I cannot afford to be bullied and threatened and I cannot afford to pay Malaysia airlines extra money because they simply decided to, a) cancel flights, b) not notify passengers of changes to their flights c) their incompetency in communication.

I was booked on a return flight MH113 Dhaka to KL on 3rd October 2017 eta KL 4.50 am on 4th October 2917 but the flight was cancelled and I was put on the MH197 departing at 2.00 am 4th October 2017. This has not only resulted my connecting flight KL-Kuching by AirAsia etd 8.25 am but having to missed my appointments in Kuching.
When I asked your staff at the counter in Dhaka, they were quick enough to say that they cannot help me as MAS has no agreement with AirAsia to get me another connecting flight. They did not treat me as a business class passenger at the counter and similarly at the Sky Lounge as the Sky Lounge insisted that we had to produce an invitation card which was not given by the checkin counter. After much harassment, they allowed us in.
I believe that MAS should offer better services. You can expect that I will not only avoid future flights with MAS but viral this complaint.
Jamel Bin Matin

Hi,

I boarded my first flight at Kuala Lumpur. I was told my baggage would be transferred directly to Koh Samui. When I arrived at my connection at Phuket I went directly to the domestic airport to board my second flight to Koh Samui.
I was told my luggage was at the international airport and so I assured that it wasn’t, that maylasian airlines personnel had assured that the luggage would be transferred.
It wasn’t. I missed my second flight to Koh Samui as a result. It was very important that I board this second flight.
This was an extremely stressful experience for me as a result of your personnel’s lies.
I wish to be fully reimbursed for the full flight.

Please respond as soon as possible.
The only worse thing that could happen now would be for a response to drag on and not be reimbursed.
I will keep every correspondence with you and post on all social media if I don’t get reimbursed quickly.
I would rather be upfront now so as to not waste time and energy.

Julie

Confirmation
UB7VKS (Malaysia Airlines)
PRPKCF (Bangkok Airways)
Ticket #
[protected] (Julie Bucher)

Dear Malaysia Airlines. I was flying with your MH 774 to Suvarnabhumi Airport, Bangkok on 25th September 2017 (Monday) at 16:10 till 17:20.

I'm so disappointed with your only cabin crew, Ramechandran. Utmost disrespect and no hospitality when he just ignored flight attendant call button i'm switching for the late meal serve during the flight.

He is just busy walking around from in front to the back of the flight and walking again to the front and coming back without paying attention to help his colleague to serve all the meals to passengers.

I'm just cannot erasing the memory of he is just looking with snobbish face when his colleague serve drink to me and my friend.

Other than that, you just doing fine and really hope you can improved the hospitality that you're just proud of. Without the hospitality, i'm no doubt will go to [censor] which I think doing great job in providing hospitality to their customers and passengers.

Your warmest passenger,

Azemir

We are a family of 5 under two bookings GA/KCMR41 and GA/NMX950
Leaving on the 8th Oct..

My husband cannot fly now and so we tried to cancel the ticket and get a refund, we were told no refund.. we also asked if the infant in the booking GA/NMX950 the infant could be changed to come on the return flight that my husband cancelled to save the infant travelling for 10 hours via KL. But No again.. even thou there is now a spare seat and she could fly with her grandmother.
But you want us to cancel my husbands ticket so that you can re sell it.
This is bad customer service. We are a family trying to travel together.
If the flight is so over booked, maybe a bigger plane is needed.

I am writing about our recent flight MH 181 from Chennai to KL on 1/10/17.

On check in I asked for an upgrade and was given a price of 12, 365 INR which I paid for upgrade for three of us-wife-Priya Bhaskar, Son-Harish Guhan Bhaskar and myself-Bhaskar Natarajan.

The bookings were done on two different bookings.Booking reference numbers LHFDYC and LH78WM.

The total amount paid was 12365 INR and 24730 INR for the two bookings.

On entry into the flight, the cabin was sub standard and filthy-food remnants left on seats from previous flight, worn and damaged seats, the service was extremely poor and the cabin was what could have not even been classified as a poor version of Premium economy available in most other airlines and did not even have television or other basic amenities. Seats did not even recline to lie down.

When we landed at KL I forgot my glasses in the pouch in the seat. After I realised I went back and the security at the gate told us to go to the information desk. When I went to the information desk they asked me to go to the MH counter where I was told to go to the flight gate and ask for help. I went around twice doing the same in circles and then could not be bothered about my glasses.

I travel very frequently internationally and have been in all classes from economy to premium economy and business in MH, SQ, EK, VA etc. The reason we fly with MH when we go to Chennai is not because of cost but because of the convenience with the timings of the flight to get to Chennai and back to Sydney. But this wont be happening any more. I would rather travel with a different carrier even it means loosing a day of work.

In total we were very disappointed with the business upgrade and what happened with my glasses.

If that was the standard of the business class cabin that was offered I would not have paid to be upgraded.

I am very disappointed with the flight that we took and the fact that I had to pay for a filthy upgrade and loosing my glasses.

Its sad but you have genuinely lost a whole family, who have visitors flying with you as well when they come to visit us.

I am not sure how you would resolve this issue.

Hope to hear from you.

Had a flight booked from London Heathrow on 15th September 2017 going to Kuala Lumpur and a connecting flight to Phuket.

Departure time was 10.25am
Flight number: MH3

- Flight was turned around back to Heathrow 3 hours into the flight due to a "medical reason"
- The reason above is a lie - plane was turned around due to an illegal immigrant being deported back to Malaysia who swallowed a blade.

The effects:
- the way he situation was handled was so poor
- Management had no idea what to say, were not apologetic at all
- The so called manager Stefaanie who was in a teal colour suit was extremely rude and unprofessional as a manager. She was shouting at me and other passenger who just wanted answers.
- she was more concerned about going home and finishing her shift rather than helping the passengers or the other staff
- we had to wait for anther flight 11 hours later than the original
- Missed the connecting flight
- Missed out on almost two days of my Thailand trip which messed up my transfers and hotels in Thailand
- A ten pound voucher was given to compensate which is absolutely ridiculous considering the amount of money we paid for the flight and the holiday in general.
- one of the passengers i was travelling with was disabled, has a leg problem so she can not walk very fast or stand up for too long.
- A young asian woman who was handing out vouchers told my family member to go sit down if she is disabled and failed to acknowledge her situation ( picture is included)
- due to one flight being delayed, one of the passengers i was travelling with had no vegetarian meals for most of the flights, one being the 13hour flight!
- Refused to give me any documentation to prove the flight was delayed which is ridiculous

I have included a picture of the manager who said he could not give me any information regarding any flights or documentation for my insurance.

I hope this gives you an insight into the situation and hope I will be able to get some compensation back due to this.
As this was my first time flying wit Malaysian airline, I will never be flying with this airline.

2nd October 2017 My E-mail address;
[protected]@gmail.com
My mailing address;
19 Macleans Pt Rd
Sanctuary Point
N.S.W Australia
2540
Phone Number;
02 [protected]

I write in regards to a recent flight on Malaysia Airline flight MH 0003 from London to Kuala Lumpur on the 28th September 2017. Accompanied by my carer Gordon McIntosh.
This trip was booked and paid for in full in February 2017 at Travel Centre Nowra, N.S.W, Australia. Which included reserved seating on all 4 flights along side my carer. This was confirmed to me by my travel agent and I had every expectation that this would be the case. Three of the four flights were as planned, but on the London to Kuala Lumpur leg of my journey the appropriate booked seating was problematic.
The following are the events in question.
* Check in confirmed our seating was to be 33 A & 33 C on the upper deck.
* In actual fact we were allocated seats at the rear of the plane on the lower deck not beside each other as my medical condition requires. They were two middle seats in different rows.
* on addressing the issue with the Malaysian air staff we were then advised that the seats that we booked and paid for in February 2017 were no longer available as we didn't reserve them which is not the case.
* We were offered seats 71H & 71J downstairs only to find when we boarded that the on flight media system was not functioning, so consequently what was already a long trip became even more arduous.
* Continued liaison with the flight crew advised us that we would be compensated in Kuala Lumpur for the inconvenience, only to find on arrival no such offer was forthcoming as they said they were not informed of the problem at hand, and were handed a business card to ring or E-mail in regards to the above events.
Our intent was to continue to fly Malaysian Airlines but this recent experience has been negative requiring further though on future travel plans with Malaysian Airlines.
Thankyou in advance
for considering investigation
of this matter.
Julia and Gordon McIntosh

Last Friday (29th Sept 2017) in the evening my wife and I went to Golden Lounge for having dinner and waiting my flight to South Korea MH 0066 time 23.30 pm. I had my pasta, rice with curry chicken and fruits. During boarding time I felt my stomach uncomfortable until the flight take-off. During 6 hours journey I had serious pain on my stomach and I cannot sit, move around and even sleep too. I asked for air-stewardess to have medicine but still useless because it still make me so pain. I had few diarrhea and vomit majority is curry chicken but it getting more worse.

Until 3 hours time there is a male crew check my situation and asking me lying down on the chair. I'm so grateful all the crew member care with me and make announcement is there any doctor inside the flight but unfortunately there wasn't one. One of the senior crew asking me and my wife go to business class lying down more comfortable. Once the flight touch down and the medical crew is standby taken me to airport hospital.

We had reported with doctor what we ate inside Golden Lounge and the doctor said is possible food poison. Please refer the photo as attached is the medical expenses receipt and medicine list. I hope that you can check what had happened with kitchen and investigate the matter. Thanks!