Malaysia Airlines
reviews and complaints

I landed in Kuala Lumpur at 20:40 after flying from Phuket on 16th April 2018. When I arrived in order to get my connecting flight to Heathrow at 23:15 (flight number MH0002), I was told I was unable to get on the flight as it had been over booked. I had booked this flight months in advance, I am a young girl and was travelling alone. I specifically booked that flight in order to arrive in time for a university exam I had, which I ended up missing due to this situation. I don't understand why it was me that had to wait overnight for an alternative flight, when I had paid the same amount for my flight as others that were allowed on that flight. This situation caused a lot of stress, especially as I was on my way home, with limited money, and an exam soon after I arrived which cost me a part of my degree. Amongst this, the staff were rude and very unhelpful. They had no time to help or answer my questions as there was a queue. I then had to wait 2 hours for a bus to take me to a hotel where I stayed overnight with no luggage or money (yet again the staff were not helpful with this). I'm requesting a refund for my flight as I didn't get to go on the flight I originally paid for, with no fault of my own. I would also like compensation for my journey home from London to Wales, as my connecting bus had also been missed.
Thank you
Megan Fletcher

RE Flight no: MH138

upon arriving at Adelaide airport for our departing flight home at 11:05 on 16/11/2018 to London Heathrow via Kuala Lumpa we were told that flight had already left at 09:30.

I had not been notified of the change in flight time, had all the itinerary stating 11:05 time and also your app and website logged in on booking ref P9QUGK stated the departure time of 11:05, all of which was shown to the Malaysian Airlines rep at Adelaide airport, Timothy - Timothy even took a photo of the Malaysian airlines app on my phone showing the departure time at 11:05 - I have attached a screenshot of your app and of the itinerary both photos taken on 16/11/18.

You insisted throughout that you had notified our agent, awaymo - a claim they deny.

There were several others at the airport believing the flight was due to depart at 11:05 all using different agents to me, this also made me think it was too coincidental that it was just our agent that hadn't been notified of the flight changes - it is very obvious that Malaysian Airlines did not relay the correct information to not just us but many others also!

We missed our flight and subsequently had to stay in Australia for an extra day, causing great stress and financial cost! - you got us on the flight the next day, again if this was our fault you would not have out us on another flight for free -again to me this was you admitting liability and fault.

I have always used Singapore Airlines to fly long haul to Australia this was our first experience using Malaysian Airlines and a very bad one at that!

I will be seeking legal advise on this matter to seek a full refund for this flight but would like to give you the opportunity personally to explain what went wrong and come to us with an offer.

Kind regards
Mrs Amy Adams & Mr Benjamin Andrews

Dear Sir/Mdm,

FLIGHT MH 387 DEPARTING SHANGHAI PUDONG TO KUALA LUMPUR ON 2 NOVEMBER 2018 @ 2.20AM
- UNACCEPTABLE SERVICES PROVIDED BY MAS

Dual Blessing Bhd is a Non-Profit Organization established with four main objectives especially for People with Disabilities (PWD):-
1. Training and comprehensive care
2. Promoting self-reliant education
3. Advocating social awareness campaign
4. Establishing a Social Enterprise Model

As part of the objectives, Dual Blessing Bhd also promote Accessible Tourism to the PWDs whereby Dual Blessing Bhd together with the local tour organization, will organize tours customized to the PWDs needs. So far, Dual Blessing Bhd had successfully organized more than 10 tours locally and internationally which include air travel for the past 10 years.

Our recent tour jointly organised with D'Tour Holiday Sdn Bhd was 8 days tour visiting Shanghai, Hangzhou, Suzhou and Wuxi on 26 Oct 2018 to 2 Nov 2018 consists of 34 pax with 13 pax who were wheelchair bound. Everything went smoothly from the day we departed from Kuala Lumpur and throughout the tour to the places we visited.

However, come the day where the group need to return to Kuala Lumpur on 2 Nov 2018 via Flight MH 387 departing 2.20am. Knowing the time needed and hassles of checking in luggage and seat arrangement for the group with the number of wheelchairs, the group were early, all ready and settled at the check-in counter and proceeded to the boarding gate at 12.30am for boarding. The group were kept waiting until we were called at 2.00am to board the plane. Then our Tour Leader was told by the Cabin Crew that the PWDs need to board the plane by themselves meaning without the wheelchair. If they can slightly walk, they can walk in by themselves, while those who can't walk at all will have to be carried by their Personal Assistant with the help of the Cabin Crew for the reason of NO Cabin Wheelchair been provided for the plane. Our group seating were all at the end of the cabin.

Following was how the scenario:-

Scenario 1

The 1st PWD lady passenger who was a severed PWD and can't walk was carried by his husband right to the end of the cabin.

Scenario 2

The 2nd and 3rd PWD guy passenger who was able to walk lamely walked by themselves right to the end of the cabin.

Scenario 3

The 4th PWD guy passenger who was polio-stricken and can't walk was first carried by the cabin crew but due to the uncomfortable and risk of falling, he was then asked to crawl to his seat right to the end of the cabin. He has no choice but to crawl himself to the seat witnessed by his heart crying, wife and mother own eyes.

Seeing such "inhumanity" actions, our Tour Leader immediately stopped the Cabin Crew from proceeding with the other PWDs and insisted that a Cabin Wheelchair must be provided. It took quite some time for the arrival of the Cabin Wheelchair and the other passengers of the plane started to board in the cabin. The other remaining 9 PWDs were waiting with fears at the entrance to board the plane. When finally the Cabin Wheelchair arrived, all the PWDs were safely seated at their respective seats. The plane was ready to take off and it was 1.5hrs delayed compared to the original departure time.

This flight journey is going to take about 6 hours. Lo and behold, another problem arises during the flight, PWDs also need to go to the toilet! Where is the Cabin Wheelchair? No Cabin Wheelchair in the Cabin! Some were able to stand holding on to the toilet need, while those who can't, face another trauma of been carried to the toilet.

What a frustrating, disappointing and unacceptable service! In the time before the travelling of this group, full attention care and PWDs need had been requested and sent to MAS.

Besides, we can hear some passengers who are having connecting flights was worried that they are unable to catch their connecting flight.

Hence, a few questions were in mind.

1. Is this the first time MAS Cabin Crew handle PWDs?
2. Is the Cabin Crew not well trained to handle PWDs?
3. Is the Ground Stewards lacking in coordination work?
4. Do Airlines have the mindset to provide "NEEDED" service to the PWDs?

Let's be fair to the underprivileged. They are also part of the world and wish to be likeable people who can travel around the world.

For your information, I am an able people and I was travelling together with this group. Seeing all of them been so happy since the beginning of the tour but ended with such "TERRIFIED" experience because of MAS will definitely leave a bad remark of our Malaysia Airlines.

We would seek explanation and reimbursement for the PWD who missed the connecting flight and need to repurchase another ticket for her return to Johor Bahru. Lastly, please provide "NEEDED" services for PWD passengers. Thank you.

Yours faithfully,
CHRISTINE LEONG
Chairman
Dual Blessing Bhd

I'm here to complain Mas had omitted our flight! We realised it when we fail to check in at Taiyuan airport and the airport crew told us there is no reservation for 2 of us. The worst is they don't even have MAS counter at Taoyuan. China airline refuse to help us.
Booking number WYZS93.
Date: 10 Nov 2018
Name: Hng Yap Choon
Name: Ang Wei Ting
Flight booked and omitted : MH 5599
Please compensate accordingly.

My friend just landed today in Hanoi via MH752 at 1.30pm instead of 12 noon. Only one announcement was made upon boarding the plane at KLIA that there will be a delay of 10 to 15 minutes (no probable reason given) but this flight ended up late by one and a half hour.

To top it off, this late air hostess was heard addressing an Asian businessman, "Ah Pek, please put your seat upright for landing."

Could we have an honest explanation as to why this flight was delayed and how this air hostess managed to be confirmed to work as an inflight hostess !?

I'm currently in Melbourne and can be contacted via [protected]@gmail.com. Am eagerly awaiting some form of reply (if any).

Kind regards,
Chin Lee

FLIGHT MH 377 - MALAYSIA AIRLINES THU 11 OCTOBER 2018
---------------------------------------------------------------------
DEPARTURE: GUANGZHOU, CN (BAIYUN INTL), TERMINAL 1 11 OCT 14:35
ARRIVAL: KUALA LUMPUR, MY (KUALA LUMPUR

The abovesaid crew had carelessly spilled apple juice on me. Obviously he was so careless! Furthermore he did not offer to assist me but the other crew who have watched the incident (female crew) offered me and brought me some tissues to wipe my clothes, pants & tudung.
What kind of crew is this? He looks very young and very clumsy. He is always in a rush which i dont know why. Hello kean huat! If you are handling juices, pls be EXTRA EXTRA CAREFUL while providing it to your passenger. I was so sad and cd not sleep the whole flight as im not comfortable wearing clothes which already dirty (sugary sticky feeling)
Pls provide more training to this kind of attitude in crews. Shd keep him for 1 hr flight only. Take senior crew for long distance flight.
Tq

25/10/2018 MH0038 KUL-ICN
Terribly insulted by your lead stewardess Phuah Soh Kin staff no. 210331 upon entering the flight at 1:45pm. With passengers coming I thought it might help by telling my seat number instead of showing my boarding pass. Anyway I did show her and she insulted me by saying " frequent travelers will know what to do". Was it necessary for such a remark? Is this what MH hospitality is all about? I've traveled with other airlines but never have I been insulted in such s manner in public. How can she concludes I don't travel frequently? I think an apology is necessary and making this viral will definitely bring unwanted fame to her.

Where on earth you people are? Isnt it surreal? I have been trying to contact your Indian offices, but all invain.All the.contact number shared on the ticket and website are not contactable. Tried calling at your helpline no., that also says that working hours are 0800 hrs to 1700 hrs only. Are you located in any rural area, that no 24/hrs helpline is there, so that someone can contact in emergency? Now Could anybody guide me in case I need to prepone my flight?

All the above experience has been so irritating. Please improve your accessibility.

Tarun Sharma
+91 [protected]
Flight nos. MH 136 and MH 190 date 20-11-2018 from Adelaide to New Delhi

My problems is first name & last name in wrong sequences.
Call the Customer services they are requesting me provide the passenger passport copy and the booking reference: M33JKR through email. They will double checked and reply me.
After a day i receive the replied with a information as Mas Airlines will charges RM150-Rm160 for amendment on wrong sequence of name, if not they will not allow the passenger boarding to flight.
They even suggest me if don't wish to amend i can request cancel my flight with T&C.
Anyhow the services they are providing is just want to take advantage of earning profit from passenger.
What a poor services is this, as a malaysian i really feeling disappointing with their services.
P/s: This is my oversea friend booking which he will visit me at Malaysia.

Masalah/Problem
Penerbangan saya (MH2542) pada 22 Oktober 2018 sepatutnya berlepas pada 8.00 pagi. Tetapi penerbangan tersebut DIBATALKAN di saat akhir tanpa pengetahuan saya sama ada lisan atau bertulis.

Kesan dari PEMBATALAN ini menyebabkan urusan kerja saya terjejas dan terpaksa menunggu 1 jam 20 minit untuk ditumpangkan bersekali dengan penerbangan seterusnya pada 9.20 pagi.

Mohon pihak tuan memberikan penjelasan terperinci terhadap isu ditimbulkan ini. Terima kasih.

We bought return tickets for our son See Kingsley Chang on 25/01/2018, MH 004 to London in Sep 2 and MH 001 back KL Oct 19, booking ref: VHVZEZ(See photo attached), specially paid for seat 27A for two ways. On Sep 2, we flew with our younger son, after boarding we noticed that the seat had been changed to 40H(see the photo attached). We didn't check as we trusted you. On board we complained but useless. We also made a complain through our travel agent. But answer is under investigation. Return flight, once it opened for online check in, my son tried but always showed him failure so yesterday my son asked me to try, i tried also couldn't, asked him to counter check in. So I didn't sleep last night until this morning. The even worse thing happened. When my son went to counter check in with his original ticket, he was told the flight is full, they'll arrange him to fly some other flight. My first feeling was they're bullying my son who is going to be 17 years old only next week. After my son sent me messages, I told him to talk to supervisor and insisted on take the flight we bought in Jan. My son did and we waited and waited until half hour before departure they allowed him to board but of course they changed his seat(i asked him to keep the boarding pass, will send photo to you after he comes back) again and with such a bad way.
I's Like to ask you what you sell you ticket for and why shall we pay to reserve a seat if with a ticket can't fly and can't get the seat paid in advance? How come you as a National flight company never honour your tickets sold or just bully a young boy. The worse thing is we made complain right after he fly to London while on his way back this happened again and even threatened him no seat for him, arranged him some other flight. Do you think this is acceptable? If you're a parent, if you were me, how will you feel?
I do need a answer!
Matilda Chang
Mother of See Kingsley Chang

I am Karunakalage Tharaka Dileepa Sarathchandra bought the Malaysian airline air ticket with booking reference number: HBBLEZ.

When I booked in the ticket, I selected the Hindu meal NON VEGETARIAN option on the website.

The flight attendant (air hostesses) name is Amelia Abdullah. When the meals were served Amelia left the meal to me saying Hindu meal and she left. Then I waited for her and ask her without opening the box whether it is NON VEGETARIAN Hindu meal or Vegetarian. She replied NON VEGETARIAN so I opened up the box thinking to eat and realized that it is a vegetarian meal I do not eat veg by it self. Meal had smashed potatoes, egg plants and pumpkin with chick peas. I called up Amelia straight away and she came up with 2 more flight attendants / air hostesses. And said they adamantly said can't open the box before to serve and that I have no option and I must eat. I politely asked them if they can get me some other meal to eat but said no. Then I had hopelessly asked them to take my vegetarian meal that I cannot eat. So they did. After about 30 mins she brought me 2 sandwiches filled with load of vegetables and thin processed chicken slice. Opened it up thinking to eat but its full of veggies and I left them at the seat which they took away. And then I fell sick with gastric as I m a gastricwgen I don't get my meals on time. This all is a mess from Malaysian air lines staff. Is this the way how we are being treated. People have their preferences and that's why they pre book in. Otherwise they will be asked what to eat. Is it my fault that I booked Non veg meal? Is it my fault that I asked your flight attendant/ air hostesses (Amelia) to cross check prior to open the meal that it's Veg or Non Veg? They didn't have a single courtesy or humanity to offer some other food knowing that they had served the wrong food. If I m not the one who is wrong, why do I suffer at the end from gastric and had to vomit inside the KUL toilets to.

I am a Permanent Resident in New Zealand and I m going to complain this to higher authorities and probably send through the social meadow If this doesn't sought after properly . Please look into this complaint immediately and get back to me.

My contact details as follows:

[protected]
[protected]@gmail.com

SAYA CHIA SOOK PENG, IC NO: [protected], Booking Ref: MRJ2U8, Ticket Number : 232 [protected] ( Kuala Lumpur to Seoul & Seoul to Kuala Lumpur -)Ingin membuatkan complaint tentang sesiapa yang Cancel my flight on 14/10/2018 tanpa notice. Bolehkan dibatalkan sebarang notice dari cancellation on 14/10/2018 as soon as posible, thank you.
My phone no : [protected] ( Ms Chia )

I traveled on the trip CMB to KUL flight MH178 Business Class on 16 October 2018 (Passengers: Dr. Tarek Kotb- United Nations Passport holder and wife Belkies Abouomar- seats 3A&3C). Our final destination was Yogyakarta. I received the worst check in service ever. Staff and supervisor showed unjustified rigidity in weighing our luggage though they were below 80 kgs as per the mentioned allowance in our tickets (40 kgs per each passenger). They neither allowed us to check in nor refunded our tickets cost so we could have booked in more flexible airlines that appreciates business class passengers. We were forced to go out of the airport and buy another bag, and redistribute only few kilograms between two bags on the airport floor. We wasted money and time in this event. This was absolutely inconvenient and my wife and I decided not to use Malaysia Airlines again for neither duty nor leisure travel. We will not even recommend it to other colleagues working in South East Asia. This complaint is made just to bring the issue to the Airlines attention. Thanks.

I purchased return flights for my husband to go to Borneo for a month. (Helping at Living Water's Village(Mission)). There was only an hour between the flight MH3 landing at Kuala Lumpur and the flight to Kuching departing.

MH3 Depart London Heathrow Arrive Kuala Lumpur
4th October 2018 @ 10.45 ------- 5th October 2018 @ 0700

MH 2542 Departs Kuala Lumpur Arrives Kuching
5th October 2018 @ 0800 ------------ 5th October 2018 @ 09.40

Heathrow labelled his baggage with a bright pink label stating 'Hot Transfer'.

The flight arrived 8 minutes late and his baggage didn't come through in time for his flight to Kuching. He was then told he would have to pay £150 to go on the next flight to Kuching which was due at 12.15.

My husband didn't have a credit card on him and his debit card wasn't accepted ( although he didn't understand why he was being told to pay when it was the airlines fault).

I received a telephone call in England in the middle of the night from my very anxious husband who was asking me to pay the £150 so that he could get to Kuching where people from the mission had been waiting to collect him to take him to the mission.

After speaking to airport officials in Kuala Lumpur, then my credit card company in England and then Malaysian Airways I finally managed to pay the £150 and was reassured that my husband would now be put on the 12.15 flight on the 5th October to Kuching.

I then received communication from my husband to say that the security had not let him board this plane as they said they were waiting for something electronic to come through. He was then told he could board the 17.15 flight.

All in all my husband had to wait from 0700 to 17.15 for his flight to Kuching which should have been only a 1 hour wait at the airport.

I don't know why I have had to pay £150 when the airline was at fault and I would like compensation for both the extra cost and for the excessively long wait my husband had to endure. He is 71 years old.

Dear Sirs,
I travelled on MH2574 KUL-MYY on 5/10 and was seated on 5D, a seat which I had frequently taken in the past.

On settling down, I politely requested from the stewardess for an English newspaper. I could see only 2 passengers in business
class and thought borrowing the paper from there will be in order.

The stewardess said she will check with the business class stewardess/steward and she came back later to say she cannot
let me have the newspaper as they are for business class only.
m
My friend in business class then borrowed me his newspaper and while reading it the chief steward (a Mr Lim Choon...)came to me and asked me if I had permission to get this paper? I told him of course I had permission as I had asked. I told him there is no big deal as I am not taking away the paper and will return it when I have finished.

He then said my handbag must be kept in the overhead cabin, (my handbag was on my lap) and he said this is not allowed.
Without checking with me or find out if I had any medication in my handbag, he took it and put it into the overhead cabin.
He also did that to my friend who is seating in 5 C, also without asking if there is anything in the handbag she requires. before placing it in the locker.

I am really annoyed with his bad attitude in handling this and this is not the first time I sit in ROW 5D. All my previous travels
in this ROW5 did not face this and my handbag can be placed on my lap. This is also not an emergency exit row, and even in the
emergency row, one can place the handbag (small normal size ladies handbag) on ones lap.

Please do not treat me as a first time traveller, not knowing what to do and how to behave. I have travelled on MAS thousands
time.

Grateful for your comments and rectification to give better service to customers,
Sincerely
Jenny Ho
h/p [protected]
email:ho.[protected]@gmail.com

I was waiting at Gate A5 to board a flight to KL from kota kinabalu at KK airport flight mH 2607 at 4.15 pm on 18/8/18 when i was approached by your staff name Travis who asked me to re pack frozen lobsters that i was carrying in my canvas tote bag which was a bit wet due to heavy rain that afternoon.

Fyi the parcel was neatly wrapped and it was in a polystyrene box, the only thing which was wet was the bag and it was just ‘lembap" or sejrcuk (cOld) NOT drenched or whatsoever! I queried why was i asked to do repacking on very last minute of the departure as it was 4pm
He said it was becoz my box was wet and leaking. Fyi i have put the box into tote shopping country road which was due to heavy rain on my way to the airport

We argued but he was still adamant and inspected my box claiming it was leaking. As I respected thre rules i went to the seafood frozen shop & asked the shopkeeper to repack

Upon unsealing the polystyrene box true enough there was no ice in thr box where the lobsters were frozen and thr shopkeeper told me to call travis to come to witness that the ice did not mrlt
This is shown in thr video attached

He came & inspected the box where at the end he asked to reasealed

The point that i was to highlight was
1. I respect your SOP but why was it only enforced at the departure gate.

2. If this is your sop then it should have been published at your airport best still during check in or immigration clearance . The fact that come to at the very tail end it was a disaster to the passenger

3. My inconvenience and humiliation
I have to walk to & fro with the bag & crowd was watching me incuriosiry or pitiful of the incident

4. Ur staff travis did not apologised to me only bowed his head to me at the shop as if he knew he was wrong of accusing me
I enclosed 2 videos one from the frozen shop & the other one when i unpacked by box there was NO leakages! But the manner i was treated beyond repair & ur staff did not live up to malaysian hospitality (MH).

Sent from my iPhone [protected]
Rayu Amy Zuwita Yusop

My name is Ashesh Thapa. I bought a ticket for me, my wife and my daughter.
I am very much disappointed with the service that i and my family experienced during my entire flight with Malaysian airlines from Sydney to Kathmandu and from Kathmandu to Sydney.
Firstly, This was my first time i flew with Malaysian airlines. My flight was on 14th August 2018. We took a flight from Sydney, Australia. But I was so embarrassed and disappointed when i took a flight from Kuala Lumpur, Malaysia to Kathmandu, Nepal. The flight was delayed by more than an hour from Kuala Lumpur after we already boarded on plane.During our flight on the half way i asked for a glass of water but the female air hostess of the plane didn't care much. I waited for more than 25 min just for a glass of water which was very frustrating. After sometime I asked for a glass of beer. One of the male air hostess said the bar is already closed. But after few minutes the other passenger was getting him 2 glasses of alcohol beverages. I felt like i was insulted. That`s why i complained the air hostess about the 25 minute wait for just a glass of water and the discrimination I felt between me and White passenger regarding the can of beer issue and the drinks that white passenger got it just after few minutes i requested for the beer. After I complained about this issue during my flight to the staff who was on the plane. They offered me if i wanted to have a Beer. And i said no because I was done with the customer service. I didn't wanted to have it anymore because the way they were treating people it was very disgusting. Not all the people are same. We have traveled with so many airlines but never felt so bad till now.This was not the end.
Our return flight was on 26th of Sep 2018 from Kathmandu to Sydney. When we were flying back from Kathmandu to Malaysia, I again asked for a can of beer and the air hostess said they don`t have enough beer . I didn't get one again. I was so upset because the answer i got from the air hostess was quite strange for me. But I didn't argue much.
The very disappointing part is when i received my luggage at the Sydney airport. My bag was torn apart. I believe the luggage wasn't handled carefully because my luggage was in good condition while i left Kathmandu but when i got my luggage it was in very bad condition. For the proof, I have attached the photo of my luggage with this complaint.
Therefore, It is my humble request to you to find a appropriate solution for the damage that was done to my luggage and the insult that i had to experience while flying with Malaysian airlines.Hoping for your positive response.
Thank you.

Kind regards,
Ashesh Thapa,

I have booked flight ticket from Malaysia airline through agent before 4 months, and till then they change 3 times their timing fro flights however two times they were happy to change flight date without cost but when its comes to third time the refuse to change flight date. i spoke with my agent and he replied me that if they allowed me then i am happy to change. Then i speak with Malaysia airline help center and they told me that they are happy to change. But when my agent mailed them they refuse and this things happened with me three to four time, which is very disappointing from such a reputed airline. just because of that i want to complain. i just want to change my return flight date without any cost because the change in timing and according to their terms and conditions if they change in timing then i am liable to change my flight date without any cost.

On Thursday 26th July I flew with my wife and two young daughters from Kuala Lumpur to Phnom Penh with Malaysia Airlines on flight MH754.

During the flight my daughter (Mary Orchard aged 8) asked if she could have a hot chocolate drink. The drink was brought by the stewardess with no lid and placed on the table in front of her. It was boiling hot and seemed to be boiling water poured onto hot chocolate powder and then mixed. There was a small bit of turbulence and the drink fell from the table onto my daughter's leg burning her very badly, please see photos attached. She immediately started screaming in pain, but there was no first aid. The stewardess offered us some ice cubes help and nothing else. I was horrified to find that the drink had been given to a child, when it was boiling, with no lid to protect it and no first aid follow up once the injury had occurred.