Malaysia Airlines
reviews and complaints

I am very annoyed with your check-in counter in that my husband and I was not given a priority check-in luggage tag; and your Singapore lounge contractor for not allowing both of us to enter the SATS lounge at Changi Airport on 14 September 2017 even though I am a Oneworld Silver Card Executive Club member of British Airways (BA14466763). We were at the SATS lounge at 10:45am before our flight on MAS, MH628, at 12:15pm. This is in contradiction to the Oneworld terms and conditions (as given below in the websitehttps://www.britishairways.com/en-gb/executive-club/tiers-and-benefits/lounge-access):

"Enjoy the comfort and facilities of over 60 dedicated British Airways lounges and an additional 90 partner lounges worldwide.
Lounge access is available to:
British Airways customers flying on a scheduled flight in business or first class Silver and Gold Executive Club Members on scheduled flights operated by British Airways or one of our oneworld partners
Emerald and Sapphire level Members of any oneworld airline frequent flyer programme on a scheduled flight operated by British Airways or one of our oneworld partners
We provide a variety of lounges across the world in conjunction with our oneworld partners and other lounge operators."

For your information, we did not face this problem in our previous travel between Singapore and Malaysia.

Regards,

Dr Lee Siew Eng

My daughter was booked on a flight from Perth, Western Australia was was scheduled to leave at 220am 16/09/17 to KL where was due to change over for flight to Phuket, Thailand
She recd a message saying flight is delayed to 335am departing from Perth.
When she arrived to check in counter she specifically asked would she miss her connecting flight as she only had 10 minutes to get there due to the delay in departure. She was informed that there will be someone there to rush them through and she would not miss her flight.
WELL SHE DIDNT MAKE IT. By the time she got to boarding no where near where she disembarked in KL she was told it was too late. No one too take her straight through like we were told. After missing her scheduled flight she was then told her luggage will be at airport. After finally arriving to Phuket NO LUGGAGE. Was told it won't be there till later today and will be delivered to her hotel. Her luggage has her medication, clothing and toiletries. Her medication was due to be taken at 5pm. No luggage still. She has had to go buy clothing and toiletries till her luggage arrives - was dressed in cold weather clothes and boots.
Her medication is my main concern.
We aren't a family that are well off financially and we banded together to arrange this getaway for her.
She recently gave birth and lost her baby girl and hasn't been dealing with things too well. She suffers anxiety and depression and her medication is extremely important for this and a medical condition she received as a result of giving birth.
She is now at hotel not very well.
I cannot express how extremely disappointed and disgusted I am in Malaysian airlines. We have always travelled with yourselves over the last 10 years plus.
I would like to seek and will do so some form of compensation for what has happened.
I would appreciate a reply asap as to this email and when her bags will be delivered to her
Her name is
BROOKE ALYSHA HEINTZ

Look forward to receiving your response

Regards
Sonja Crofts

I have tried FOUR times to get through to change my flight booking and everytime I called the customer service number, I was asked to hold for up to TWENTY minutes. I am due to fly to Hong Kong next week but so far have had NO LUCK getting through.
I have made calls on Wednesday, the 13th of September, Thursday 14th of September and Friday the 15th of September. For every call, I have waited fifteen to twenty minutes and once for HALF AN HOUR...I just get put in a loop where the recording says "All our agents are busy, your call is important to us, please hold" It is very clear that the calls are NOT important to MAS.
I am really very appalled by the ever worsening service Malaysian Airlines is providing to its customers. Every airline I have taken an alternative is better than MAS.

When i returned to manila and when picking up my luggage the whe handle and the wheels were broken. I filed the case over there and asked for a compensation and they said its mendable so a guy will contact me.no one did.i am a medical student studying in Philippines and I am from Sri Lanka. As a student I don't earn so you need to fix my bag. At least if you can't then say that your airline doesn't care about customers broken Luggages. This is a big patch to you airlines terrible service. I want my money for the broken luggage.itz ur responsibility as that's a part of my fee for flying. My no is [protected]

Dear MAS,

my name is Siti Hajar Binti Mangsor,

I want to make a complaint about my missing mishandling of my luggae during my trip to India on 4 September 2017 flight from Kuantan To KLIA and KLIA to Banglore India.

Below is the details:
Kuantan to Kuala Lumpur
Flight 1
Confirmed
Non-Stop
Departure Date: Monday 04 September 2017
Arrival Date: Monday 04 September 2017
Departure: 06:30 Kuantan, Malaysia - Kuantan
Arrival: 07:15 Kuala Lumpur, Malaysia - Kuala Lumpur International Airport, Terminal M
Flight No. Malaysia Airlines / MH1263
Duration: 0 Hour(s) 45 Minutes
Aircraft: Boeing 737-800
Cabin: Economy
Meal Refreshments -: Complimentary
Airline Booking Reference:K79ZMR
Passenger Name:Ms Sitihajar Mangsor
E-Ticket Numbers :232-[protected]
Baggage: 30 Kilograms

Kuala Lumpur to Bengaluru
Flight 2
Confirmed
Non-Stop
Departure Date: Monday 04 September 2017
Arrival Date: Monday 04 September 2017
Departure: 09:00 Kuala Lumpur, Malaysia - Kuala Lumpur International Airport, Terminal M
Arrival: 10:40 Bengaluru, India - Bengaluru Intl
Flight No. Malaysia Airlines / MH104
Duration: 4 Hour(s) 10 Minutes
Airline Contact: Kuala Lumpur - [protected]
Aircraft: Boeing 737-800
Cabin: Economy
Meal: Meal
Airline Booking Reference:K79ZMR
Passenger Name :Ms Sitihajar Mangsor -
Ticket Numbers :232-[protected]
Baggage 30 Kilograms

I depart on 4/09/2017 and arrive to India on 10.40am .I already comlaint to airport and only get my luggage on 6/09/17 12.25am.
Because of my missing luage, i have tospend 1 night without showering and had to buy new cloth (and wear them without washing) I'm totally frustrated with this.

Then when i received my luggae, the roller for the luggae is damage. As ive been inform that the luggae will arrive by bus from bangalore to Hassan!

I' really frustrated as i jeust bought the luggae few month back and I need to used them to my another business trip to China end of this month. Now I had to buy new luggae and this is not acceptable at all.

Therfore, I want to make claim from MAS for this mishandling issue.

Best Regards

Siti Hajar Mangsor (Ms Hajar)
Supplier Quality Engineer
Quality Management Dept.
Vacuumschmelze (M) Sdn Bhd.
Direct: +[protected] |Mobile: [protected]
“Quality Is Everyone’s Responsibilty”

Such a poor and sarcastic service provided at your chennai franchise temple tower avenue nandanam. Just to postpone a ticket the waiting time is 4 hours and when asked about it they say if u want u can wait otherwise you can leave. I have been travelling with you since 2010. Since then never had such a bad experience. I would not recommend Malay Asian airlines having such a customer hated agency. Hope you will take action again the staff who were so sarcastic and rude.

Further to a trip ex Perth on Sept 1, Flight No MH126, supposed to leave at 2.20, cancelled to leave at 4.30am, finally arrived in Kaula Lumpur at 10am, missed connecting flight to Phuket. caught plane out of KL at approx 2.30am and finally got to Hotel at 5pm approx.
Coming home we were supposed to leave at 2.05pm. however this flight MH795 on the 8 sept, this did not leave Phuket until approx 4.30pm, we arrived in KL at 6.30, where confusion began, no one knew what to do or where to go as our regular flight had been cancelled, MH127 to Perth
No instructions of what to do, no apology, left in Limbo, finally a young rep appeared and informed us we were to go to a hotel for the night. arrived at Hotel at approx 9.30pm, had to leave hotel at 2 am to go back to Airport, plane delayed, left at 4.30 am I intent to take this matter further with TV channels. service was absolutely pathetic

Hi,
Last week I traveled to Singapore by Malaysian airlines with my whole family which includes 2 kids, 2 old age people and 1 infant.

Flight details : MH0199 HYD to KUL => luggage got misplaced and wrong
information on August 16, 2017.
MH-198 KUL to HYD => Domestic flight provided instead of
international flight on August 20, 2017

=> First thing where I suffered was luggage got misplaced and all our clothes, kids medicines and related things were in that luggage, due to which our total plan got upset. This was the first time and first day when we reached Malaysia.

=>In the flight, in TV displays they were giving advertisement about the health kit which will be provided in the KL CC airport at Terminal 5 for free of cost, but when we inquired about this in the airport they said like there was nothing like providing health kit in the airport, which was the false information given by the Malaysia airlines.

=> While in return to our journey, instead of international flight, Malaysia airlines provided domestic flight. This was not even informed before. When we asked the Air-hostlers she was giving advise to drop an email to malaysia airlines, this is how people will be treated by Malaysia airlines.

I need clear explanation for all the questions I asked.

I was traveling from jakarta to hongkong by malaysia air lines wich has transit in kuala lumpur on september 11, 2017. 3 of my luggage was missing during my arrival in hongkong, this make our life very difficult including my soon and my wife, we have no cloths to changed and the medicine for my soon, it's really unbelievable, and until now that i am still waiting for my luggage to arrive.

Asep adi koswara, MH0432 11 swptember 2017

I am writing to inform yourself in relation to the poor service and experience I've had with yourselves.

I flew from Darwin - Australia to London Heathrow with a total of three flights. My final flight from Kuala Lumpa to heathrow on 25th August 2017 (flight number MH4) this was delayed for a total of 4 hours. I had to inform a member of Malaysian staff of the delay at Kuala Lumpa airport as he was unaware of the total delay time. In addition to this, once I landed in Heathrow I was surprised to find that my luggage did not arrive. I was later informed by a Malaysian representative that my luggage was unable to be located, while waiting a further 1.45 minutes at the help desk in terminal 4 of the airport to find it was in Kuala Lumpa. The service I received here was appalling and the gentlemen clearly provided false information as I was expecting a follow up phone call the following day for an estimated delivery date as it was bank holiday weekend. After making 14 phone calls and still yet to speak to any human on the Saturday I was later informed that the white luggage tag on my luggage had been 'lost' and had been placed in the wrong container and had ended in Muscat, Oman the following day, Sunday 27th. When attempting to deal and resolve the route of my lugggage I spoke with a lady who's customer service was appalling and later hung up on myself when asked if my luggage would arrive at the beginning or end of the week. Being infuriated at this point, I was yet to know the route or current situation of my backpack.

Having my luggage arrive nearly 5 days later than expected, and this being my first experience with Malaysia Airline I will never fly with this airline again.

This all occurred after my initial flight was cancelled as Malaysia airlines cancelled the flight path from Darwin to Kuala Lumpa resulting in an additional flight to my travels. I hope my information and concerns for this airline and the customer service that is being provided to the general public is raised and cause for concern is identified.

In addition I have contacted the airline over one week ago and I am yet to receive any correspondence in return, a further disappointment if this airline.

Many Thanks
Eve Thomas
Customer reference number: LHRMH10462

I flight through your flight no. MH 0191 Seat No. 37H Dated 05SEP2017 Time 23.00. My desired meal was AVML which was clearly mentioned on my Boarding Pass. But to my surprise I was not served that meal. Instead, I was told by the crew that the said meal is finished and I can opt for Non- Vegetarian meal. This is extremely low level of services on the part of the airline. Even asking for a non-veg meal is totally against my religious beliefs. The air hostess Ms Paulin was rude and impolite throughout the journey. Even asking for soft drinks from her was resulting into a cruel look from her. I want an explaination from the airline that when I had clearly opted for AVML meal at the time of ticket booking, why I was denied such meal. I want a compensation, I shall complaint to higher levels regarding this deficiency in services of Malaysia Airlines.

I booked at 1705hrs flight from bangkok back to kl on 10 sept. Flight been delay till 1840hrs without prior information regardless sms or email. Waited and curious as no gate nnumber was informed thru the board. Then I went to mas desk and seek for more information.

The officer told me the flight was again delay to 2040hrs which didn't also inform thru the pa system. Crowded with many ppl and manage to get next earlier flight at 1940hrs. Reissued the boarding pass and was informed clearly by mr prangpunch that my flight is at 1940hrs. He even told me to go lost n found department when I reach kl since my luggage will not be able to reach before me, and I agreed, thanks for their help. That time is at 1910hrs.

Ran to the gate printed at the boarding pass g3 and notice the board said is 2040hrs flight. Pissed off as the information stayed is not the same as per the officer told me. Ran back again to the desk and asked why they lie and not keeping their promise. That time is 1920hrs. Mr chaiwat issued me a wrong boarding pass without change my flight to 1940hrs as promise by his colleague also by him. Consulted both of them and asked for the supervisor to meet up. The soldier is, the station manager not working, no supervisor will meet and this is what's it call leadership. A leader should come out and explain, helping the colleague when ever they need help rather than hiding leaving the officer to handle

And at least, the officer told me at 1920hrs that i'll not be able to make it at 1940hrs which i'm sure I can. They told me the gate is close, e4. So end up I have no choice to take 2040hrs flight.

After 5 minute walk to new gate, at 1935hrs, I heard the pa announcement that e4 gate only start to board which it's definitely not close yet. There after I overheard that they have overlook give the 1940hrs set to a japanese guest. And total, there are 3 sets or more been given out for earlier flight but not me, simply because i'm not foreign. But please, i'm a frequent flyer member and this is what I get...

Lastly, I feel the supervisor or station manager need to be well traine otherwise, you don't deserve to be manager cause there isn't any leadership at all. And this is not called as hospitality line.

Really a unbelievable expectation, mas please back up, your ppl is pulling the brand down...

Sam

Flight re-timed to 5am by MAS.
Requested for 7am flight but was told seats available but not under economy promotion category (per my booked category) so there was difference in pricing.

Had called and spoken verbally (3 times) and emailed on my request (5 times), MAS team - Kinivilame, Anthea, Le Phuong, Ngan, Jone, Jess, Monica, Peter & Anneliza knew about my issue.

The flight re-timed was made by MAS to wee hours and I cannot meet it for other connecting flights, why was it that my request was not processed and delayed for more than 2 months? Why do I have to pay the different pricing when the re-timed was made by MAS.

Other local airlines when re-timed by them - they will be happily to accommodate to our preferred time without further charging us and done in just 1 call.

I do not hope MAS further delay and later to find no more seats available.

I would like to submit a complain your the unprofessional way Malaysia Airline staff is. My son was on flight MH1194, on transit at KLIA from Incheon, Korea. His luggage was not cleared on time, hence his check in to domestic flight was without his luggage, upon the advice of some ground staff in the baggage claim area. Upon arriving in Penang at 1.45am, he could not find anyone in the counter area, he went back. This morning I called up the Lost and Found Department and a lady answered. She was so rude, shouting on the phone, saying it was my son's fault for not reporting as she has her staff on stand by until 3 or 4am. My goodness, I called up to enquire about the status of my son's luggage, and though my son was unable to make a report upon arrival, does it give this lady the right to shout at me? Where is the manner or courtesy of Malaysia Airline? You are in the service industry, it's a wonder you treat your guest this way ! I am very unhappy about the way the ground staff is. Kindly look into this matter. This lady was rude and she said she refused to entertain my request. What a way !

Hi, my wife is flying KK to KL, KL to Dubai and Dubai to Milan by her self sacrificing her time a way from her 2 year old child for her work. Her Kk to kl is malaysian airlines and the rest is emirates. Her Kk to KL flight was delayed on Thursday night, which was suppose to be 6.50pm to 11.45pm. Therefore she missed her connecting flight at 2.10am Friday morning. Therefore Malaysia bought a ticket for Saturday morning at 2.10am saying the earlier flights are full whn clearly my wife saw there was earlier flight available on the emirates website, for tht the Malaysian airline staff gave an explaination that the system is different from the Website and she didn't want to overbook. ( her friend who missed the same flight manage to book a flight at 7.30pm on Friday) so I assume Malaysia found the cheapest flight for my wife, inspite after her explained to them she has to be in Milan by Saturday morning for a course. So she wasted a whole day at nilai waiting for the flight at 2.10am. Whn she went to airport to check in, emirates informed her her name is not on the list! Emirates informed tht Emirates didn't accept the booking made by Malaysian airlines for her! This is totally unacceptable! So unprofessional! She wait at the airport till 1am n didn't get a place, you guys have booked another for her at 10.30am on Saturday. Your poor management skill has caused delay and undue stress to my wife and wasted precious time away from her child! My poor wife is back in hotel waiting for her next flight. We could like to make a official complaint regarding this matter. I would like to go through the right channel. Rather not putting it on social media for everyone to see. She has wasted 34 hrs and she will miss her 1st day of conference in Milan! Malaysia airlines are very disappointed with your management. Plz get back to me.

Complaint Letter

From
Dr. C. Nagendranatha Reddy
H.No: 2-5-75, Satram Street,
Allagadda, Kurnool (Dt), AP

To
The concerned person
Malaysian airlines

Dear Sir/Ma'am

Sub: 1. Compensation for the ticket (Mumbai to Hyderabad) which I have booked inspite of confirmed ticket (From Hong Kong to Hyderabad via., Kaulalumpur) with Malaysian airlines-reg
2. Compensation for damaged and torn baggage-reg

Ref: Confirmed ticket from agent, Boarding passes and pictures of baggage after arrival-reg

I am CHINTAKUNTA Nagendranatha Reddy, bearing indian passport G8535596, have booked my ticket from Hongkong to Hyderabad via., kaulalumpur scheduled on 25th April 2017. But due to delay in flight (form airlines side), I was supposed to board Mumbai flight from Kaulalumpur rather than hyderabad flight.

In mumbai airport, one air indian airlines representative hand over the baggage authority form and landing certificate and asked us to proceed for immigration stamp and customs. Kindly make a note that he has not handed over any boarding pass to us and informed that we are gonna fly with jet airways. After immigration and Customs check, I proceeded for domestic flight departure, the security person did not allow me and he was asking for boarding pass and I tried explaining him in all the possible ways which went in vain.

So, I proceeded towards jet airlines counter to get the boarding pass atleast. But they said that the gates have been closed and when asked for any other alternative, he asked to contact malaysian airlines. I tried several times contacting staff at airport by local phone present in airport to contact airline services but the person was replying that there is no malaysian airlines staff present there. I have faced the same problem in hongkong airport too as there was no staff of malaysian airlines present in counter B (some sats) and even information desk did not get any positive response for the same.

I have also tried contacting air indian airlines staff but they also asked me to contact malaysian airlines. Finally due to important commitments I had at hyderabad, I have taken indigo flight from mumbai to hyderabad by paying Rs.14, 615. It was with great pain, I got the money, internet connection etc., I have booked the ticket.

How can you expect a person coming from hongkong carry that amount and that too for the confirmed ticket.

I tried calling to Malaysian airlines Hyderabad office but there is no response. And even worse thing is I have got no response from Hyderabad and bombay airport too for the flight booking reimbursement and baggage.

I have received my luggage on 3rd of May 2017 and most important is that the baggage has been damaged and torn I, e., one trolley has been completely scratched and torn on 3 sides with internal lining exposed. And, the perishable items in the bag have damaged all my clothes and trolley. I have received the baggage in damaged and torn way.

I have attached all the boarding passes, booked tickets and baggage authority form and landing certificate for your kind perusal

Kindly respond for the questions below
1. How can a airlines leave a passenger in airport away from hometown having no concern for him?
2. Because of the delay in baggage, I could not fly to another country where I was offered a position to join
3. There should be some person to respond when you drop a person in other airport apart from the booking
4. I tried calling to malaysian airlines but no one was attending the call even during the working hours

And I kindly request you to provide reimbursement of the flight from Mumbai to hyderabad, and compensation for the damaged baggage.

Awaiting for your positive response.

Thank you

Hi,

I'm Alan and i was booking 2 ticket for the flight from Kuala Terrenganu to kuala lumpur on 7 June 2017 16:05 till 17:00 at the Price of RM184.42 but until the payment the following error came out

"Error 400--Bad Request
From RFC 2068 Hypertext Transfer Protocol -- HTTP/1.1:
10.4.1 400 Bad Request

The request could not be understood by the server due to malformed syntax. The client SHOULD NOT repeat the request without modifications."

After that i rebook my ticket again and the same thing happened.

after refresh the price changes to RM278.75.

How can this happen or was done purposely to make the price higher?

My email [protected]@yahoo.com or +[protected]

How could you help?

Thanks

The following email was sent to Malaysia Airlines on 16 August 2017 as we were advised to do by their call centre. We have received no reply to date.

The subject booking ref LO5R3I is for e-ticket no. [protected], [protected] and [protected]

The above ticket numbers were for myself (Andrew Lewis), my wife (Rachel Lewis) and my daughter (Milagros Garcia Bell).

A few months prior to the trip we discovered that my wife and daughter needed to fly to England early. We phoned Malaysia Airways to try to change the ticket but as it was more expensive to change the ticket than buy a new single, we were advised to purchase a new one, which we did. We were not advised that this would invalidate the previously purchased return ticket.

My wife and daughter then travelled on the 3rd July leaving Sydney on a Malaysia Airways flight. I followed them on the 28th July. When I was asked at check-in where my travelling companions were, I explained that they had travelled earlier on a single ticket and that they would be returning to Australia with me at the original time using the return ticket.

When we all arrived at Heathrow on Friday the 11th Aug we were told that my wife and daughter's flights had been cancelled because they did not use the first part of the ticket (Sydney to London Heathrow).

This was not mentioned to us in the phone conversation we had when we tried to change the ticket, nor at the airport when I booked in to fly from Sydney to Heathrow. At Sydney airport I even explained that we would still all be travelling back together on the tickets purchased above.

Being told that my wife and daughter's ticket had been cancelled and that they were stranded in London without anywhere to stay or a ticket to return home to Sydney was extremely stressful and particularly upsetting for my eight-year-old daughter. We were given no option but to purchase another (extremely expensive last-minute) ticket for them both or remain stranded in London. This was something which we absolutely could not afford to do and had to be paid for by credit card.

We were advised by the Heathrow staff to apply for a refund once we were back home, which is the purpose of this email. We would like a full refund for the two single tickets we purchased at Heathrow.

We are extremely upset to have been put through this experience, which we believe was unnecessary. If we had been given the correct information at any point then we would have made different decisions and would not have had to buy another, very expensive, pair of single tickets last-minute. Neither would we have been subjected to the stress and shock of finding we had no place on the return flight.

The ticket numbers we purchased at Heathrow are [protected] and [protected] which we purchased for a total of AU$2471.02

Please advise us if you require any more information to be able to process this refund back to my credit card.

Hello...i'm very disappinted with malaysia airlines.yesterday 5 sep, 2017 i fly from jakarta to new delhi my flight no mh190 and i lost my baggage and so many times i call delhi airport malaysia airlines office they are not picking my call.please help me to search my baggage and deleiver my home address.from service side malaysia airlines is very bad.my address (shri paramhans advat mat mandir, plot no 9 d 4, ram mandir road, basant kunj, new delhimobile no +91-9999876047or +[protected]

Booking Reference NEOSOY

Received a reply to my complaint today...completely swept it under the carpet, did NOT answer one question raised. Muhammad Najib Mohd Taib is that really the best you can do?
An absolute disgrace, he should be ashamed of himself and the position he holds with the company. Not one question was answered. No explanation given. No apology offered and NO refund on call lasting 1hour and 19 mins.
I am ONE very unhappy customer!
G Smith
Bangkok