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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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Newest Malaysia Airlines reviews & complaints

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R
10:38 pm EST

Malaysia Airlines baggage transfer from kuala lumpur

I have been a frequent traveller of Malaysian airlines and I am staying at Singapore.
Everytime be the flight on time or late the baggage never comes in the same flight.
This incident has happened now 3 consecutive times.
I was flying from Mumbai and reached KL on time with a gap of 1.5 hrs.
Still the same issue. Just disgusted with your transfer baggage services and now swear never to travel with you people.

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9:37 pm EST
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Malaysia Airlines luggage delay

I am on flight to bkk on mh1058 jhb to kul then mh 0796 to bangkok (Bkk) , the first flight from jhb to kul already delay from 19:15 to 20:45pm. As such flight arrived in kul are at time 21:20pm. Hurry up to catch the connecting flight to bkk departure time 21:55pm (Mh0796). However the luggage are delay on that day that only can send the luggage to me on next day after 12pm but only received @16:00pm accordingly to hotel bell service. I am out to buy some shirt & trousers & necessary items for own use due to luggage delay. The luggage arrived with the trolley roller case broken, the bag consider out of order. Yesterday flight back bkk to jhb the luggage delay another 3 hours again

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8:08 pm EST

Malaysia Airlines unreasonable offloading, unacceptable transfer desk customer service

My family and I were travelling on MH731 from Brunei transiting in Kl to Penang on 25.01.17 for the Chinese New Year reunion. Everything was fine till we get to the KLIA transfer desk. We were told by the staff that our seats on MH1162 (7:00pm) had been given away and we will be put on a later flight (10 pm). Reason - overbooking. We were not the only ones. There were a few others who were in the same predicament as us. We argued with the lady but to no avail. We were not late and they could check from the system that we did board the plane in Brunei. However, someone at reservations just offloaded us. Naturally we were upset and as we have made arrangements with a rental car company, by the time arrive in Penang, they will be closed. We called them and we were informed that we will be charged an additional amount as they will keep the office open till we get there which would be around 11 pm. The lady at the transfer counter told us that we will have to fork out the money first and try to claim from MAS. There is no justice in all this. We paid for the tickets just like all the other passengers.

As there were no other options, we had to go on that later flight thinking that our nightmare was over. How wrong were we. On Saturday we tried to check in online for our return flight on Monday. We couldn't do so and someone from the call centre told us that the system was down. We couldn't take the chance that we might be offloaded again and so on Sunday we went to the airport to seek assistance. We were then told that our names for MH1139 (Penang to KL) and MH730 (Kl to Brunei) were not in the system. We then checked with Firefly who then promptly told us that the person who offloaded us entered us in the system as 'no show' in KLIA thus effectively cancelling our return tickets. That was the start of our second nightmare. The respective flights were fully booked. We called the call centre numerous times. Somehow they managed to get us on the Penang to KL flight but the KL to Brunei was really full. Lucky for us, the call centre people were really professional and efficient. We managed to get back to Brunei on Monday.

Whilst we are eternally grateful to those who assisted us in the call centre, we are appalled at the attitude and service level shown by the staff at the KLIA transfer desk. As for the person who made the decision to offload us, kindly check all the information before just making that drastic decision. Be more professional. If you offload someone, make sure you reinstate the rest of the itinerary. I cant say we will not use MAS forever in the future as its the only airline which has the best schedule for us to get to Penang but I guess the phobia will always be there whenever we are about to board any MAS flight.

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2:13 pm EST

Malaysia Airlines Urgent help needed. Missed the flight and no help on the ground

Hi, I am writing this complain on behalf of my wife. She was supposed to on the flight no. Mh 191 on 1st february departing from delhi to klm and then connecting flight to auckland. New zealand. She was traveling with our kids (One 6 year old and 5 month old infent). Due to some horrible traffic she reached only 1 nd half hour before departure. She even requested to leave the luggage behind if she was allowed to board a flight. She is alone in the country with two kids and she was simply denied any help and left stranded there. Its too expensive to rebook ticket now and my daughter's visa expires on 3rd february. I belive hour nd half is sufficient time to give her boarding pass. I can understand for checking in the luggage might have been really hard and she was happy to leave that behind. Inam really disappointed with tge help she got from the malaysian airline staff at the airport too. Now she stranded there, extremely stressed with the kids. Her name is pandya, kamya harshil. Her reservation no is galileo reservation 
Number:5zmqtk. Please kindly help her,
Her contact number is [protected].
Email address: [protected]@gmail.com.

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5:05 am EST

Malaysia Airlines product!!!

Dear sir/madam,

I would like to complain for flight overbooking in which my whole family faced in this evening!

Our actual flight is on 30/1/2017 7:45pm flight from klia to perth! However, on 30/1/2017 3:30pm we receive da call from duty manager counter mr. Abdul rahim regarding the flight was overbooking and we are being forced to accepted the offer from mas airline that we have to fly to sydney and transit to perth at 11.30pm!

We were very disappointed and extremely angry for this sudden issue! For your information, this is the 1st time we take airbus by mas airline and unfortunately we faced this issue! All these have affected our car rental, hotel booking and etc that we have arranged for the 5 days!

We will collect all the receipts n expenses that we are going to spend for this trip and ask for compensation from mas airline!

Please reply to me as soon as possible and please take immediate action on this matter!

Thank you

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dfefefer
, US
Feb 01, 2017 6:31 am EST

You are lucky that MAS arranged for another flight for you. Others have no alternative arrangements at all. Never grateful.

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8:43 am EST

Malaysia Airlines unable to check in online causing missed flight

Hello, I booked the flight for 25/1/17 at 1540 for Chinese new year from Kit Kinabalu to Penang on December last year, and only to realize that my transaction got problem few days later via my email. I called the customer service and they solved my problem, but I was unable to check in online even when the online check in was opened, so I was thinking of approaching MAS counter on the day of flight itself as being instructed on the webpage. On the day of the flight me and my friends who bought the same flight went to the airport together and we were delayed by heavy traffic but nevertheless we managed to reach about 20 minutes before the departure. But I was directed to 2 different places for my check in, my friends who checked in earlier was able to board the plane while I couldn't make it in time even I ran to the places that I was directed to. I have to pay another rm130 for a new flight which is not even to Penang but KL on the next day morning, and I even have to pay to travel from KL to penang and it was also time consuming (an extra 6 hours drive). If there is no problem with the online check in or the workers have been more helpful I wouldn't have missed the flight, so I am wondering if there is any compensate for my loss. Thank you

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dfefefer
, US
Feb 01, 2017 6:37 am EST

Are you serious? You reached the airport 20 minutes before departure and you expect people to compensate you? Please be more prepared when travelling next time ok.

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1:33 am EST

Malaysia Airlines rude ground staffs

27 jan 2017, 8am-9am

Name of staff to complain: Priya (Customer service, e ticket counter) - she was very rude and cut me off before i even finished my word.

Went to the counter just to ask where do i check in since your kiosk was unable to process my self check in. Before i even finish my sentence, she told me off and rudely pointed to line B or C, showing her inpatient attitude. But that was still okay since i try to be considerate. When i walked to her again trying to ask "where is the baggage drop counter" on behalf of my friend, she replied me angrily and said "I already told you it is at counter B or C didn't I?!". WOW this is what i get from MAS staff? Your image has totally tarnished right away. And it seems that your staff didnt get enough training, they should be good at EQ and self control plus her soft skill is absolutely terrible to be placed at the customer service counter. I am terribly dissapointed with MAS. And that staff was rude to senior citizens too.

However, your flight attendent Shafiq showed exceptional professionalism and attentive care towards his passengers. His communication and soft skill should be an example of great working attitude.

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1:57 am EST

Malaysia Airlines flight delay

Hello,

I am writing to complaint about the flight MH3 I took on January 21st from London Heathrow to Kuala Lumpur. The flight had a 2, 5 hrs delay indeed it took of at 12, 30 Pm instead of scheduled 10 AM. Because of this huge delay i missed an important business meeting I had in Kuala Lumpur.

As it is stated that after 1, 5 hrs it is right of the passenger to ask for a refund I am asking for this here.

Please let me know if you have any questions and I will be happy to provide you with further details.

I was very much disappointed by Malaysia Airlines.

Yours sincerely,

Sara de Francesco

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8:58 am EST

Malaysia Airlines bad services and attitudes from ground staffs

Good evening. I wish to make a complain about the bad services that I and my family received today from the ground staffs. Around 9:30pm, me and my family were about to drop off our luggages at C line, KLIA. However, the ground staffs from C line were so rude when arranging luggage drop off services to us. Unfortunately, I can't retrieved the names of these staffs as they purposely covered their name tags. All I know about these staffs is the working shift, which is around 9:30 pm at C line. They said group check in is not available currently but, in fact i saw the others are doing the similar group check in. Besides that, she purposes extremely bad attitudes towards my family when my dad was just the innocent one in this incident. Then I asked for the names for further info. But she refuse to give it to us when it was actually our rights to have it. She gave excuse that she has sore throat but in fact her attitude towards my dad was really terrible. Especially when my dad don't really understand English. The worker immediately show impatient facial expressions (rolled her eyes) to my dad which also affects our reputation and mood. I strongly feel offended by her attitude. I am supposed to have a sweet vacation with my family but it was immediately ruined by these workers. Undoubtedly this incident makes me to reject from boarding from MAS airlines anymore. Lastly, I hope to get some response from you guys.

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7:00 am EST

Malaysia Airlines lost and damage bagades

Hi, this is the third time I have tried to contact you on different media, please reply my e-mail (you can see the to e-mails below).

Get Outlook for iOS

_____________________________
From: Cecilie
Sent: torsdag, januar 19, 2017 22:29
Subject: Re: Lost and damages babytrolly from Bugaboo
To:

Hello,
It has now gone almost two weeks since I sent the e-mail below, and not heard anything. We have left Langkawi several days ago and are now on our way to Bali before heading home to Oslo.

If the airline is not able to find the missing part of the trolley I expect that you will compensate for the lost and broken part.

Please confirm that you have received this e-mail.

Br Cecilie Fasbender

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_____________________________
From: Cecilie
Sent: torsdag, januar 5, 2017 11:11
Subject: Lost and damages babytrolly from Bugaboo
To:
Cc:

Hi, my family and I have traveled from Oslo to Langkawi (Oslo - Doha - Kuala Lumpur - Langkawi) when we arrived the plastic bag was opened and 50 percent of the trolley was missing, we received a damaged baby pram/seat and no trolley. The trolley had a green bag between the wheels and in it were a baby nest, sun canopy, rain- and mosquito net. We have reported it and have a file reference number, LGKMH17085/02JAN17/1207GMT, but I feel that not all the info has been written down, and that I was not so detailed in my description. I have been to the airport everyday since we arrived, but it is not found. This makes me so sad because this is a little home for my baby, this is were she sleeps and at night in the baby nest. Can you please help us to take a second look, hopefully a more detailed description will help. It was sent as special baggage from Oslo in a SAS plastic bag, but we received the seat in a open Quatar plastic bag.

Let me know if you need any more information.
I cross my fingers that it will find its way home.

Thank you for helping us.

Br Andre Bakken and Cecilie Fasbender

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2:58 am EST

Malaysia Airlines flight overbooking

My flight was supposed to be on 26th January 2017 at 140pm flying from KL to Sibu. When I checked in at the counter 2.5hrs earlier, the flight attendant told me the flight is full, meaning no more seat for me to fly back, not even first class seat. I asked for a reason for this, the flight attendant told me "there is overbooking and it is first check in first get the seat" So, there will be more demand than supply of seat. Those people like me, who are not able to "compete" with the others have to sacrifice ourselves, right? This is ridiculous and I paid thousand ringgit to spend another 8hours in the airport to wait for the next rescheduled flight which is at 750pm. Also, the flight attendant should be more professional in handling this issue, by not giving a statement " you can find the rules in google" when I asked her to show me the rules about the first check in first get the seat rule. So, I went to the office in the airport to ask for a reason. I was replied with the reason that because the transiting flights were delayed, so they have to let the earlier delayed passengers to board first while offloading those poor people like us. Meaning that I become the sacrifice. And most probably I will have to kick off another person who was suppose to board the next flight and he becomes the victim again. Problem is never going to be resolved like this and I do not like the system that overbooking is a norm for this industry. They should always have several seats emptied for this kind of cases. Also, I m not sure if there is a booking system problem with Malaysia airlines or this is your promotion tactics to attract more buyers and earn more money?. But, during tis high peak season, overbooking system should not be applied as this might pose more problems for example like this kind. How is the company going to compensate for the lost of passengers' time and money. I sincerely hope that this issue will be taken into high attention or else people will lose their trust slowly.

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2:29 am EST
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Malaysia Airlines flight re-timed / cancelled without notice, confusing customer service communication

I booked the trip since march 2016 to celebrate chinese new year in bkk from january 26 till 31 2017, supposed to fly from penang to kl then kl to bkk. My penang-kl flight mh1149 (Cancelled) is re-timed without notification and the communication of the help-line is causing me to miss my kl-bkk connecting flight mh780 and I have to cancel my whole trip. The communication of flight re-timed is totally messed up, mh customer service insisted that email notification about flight re-timed / cancellation for mh1149 were sent twice on oct 27, 2016 and jan 24, 2017, but I only received one email on oct 19, 2016 about flight retimed for mh780 and mh783 for my booking. There was no phone call or sms or email at all regarding mh1149. The 1st customer service agent answering the call said that because of no show for mh1149, the rest of the booking were forfeited, there was no way I can get on the flight mh780 from kl to bkk even if I managed to get to klia on time by other means. While the 2nd customer service agent said that I could still re-instate the rest of the flight booking with some fee if I managed to get to klia before the kl-bkk flight, but because of the delay in bad communication, I missed chance to fly to klia with other airlines. This is very disappointing and very unprofessional for mh to re-time or cancel the flight without notification, and the communication provided by the customer service are very confusing!

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fgdgdf
, US
Jan 29, 2017 7:49 am EST

Next time, please celebrate New Year with your family rather than go to Bangkok for nothing.

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12:36 am EST
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Malaysia Airlines service

Hi mas,

I booked sg-kch flight for 26th january 2017, which brings me to transit at kl. At the point of my booking, it has a 3 hours transit time in kl. Later on, mas changed the flight timings and my transit in kl is 1 hour. I sort of foresee the worst nightmare happen and it eventually did.

My sg-kl flight, mh0606 is supposed to leave at 1.55pm; next flight mh 2528 kl-kch supposed to leave at 4pm. Currently, i'm still stuck at the delay mh0606 aircraft, reason: waiting for 8 late passengers.

The way I see, your customer here is missing her next connecting flight home because of whichever authority that decides to delay the entire air bus flight to wait for 8 late comers.

I sincerely demand a good explanation over this case as it's simply absurd for an aeroplane to wait for late comers. Now, I will have to go through some hassle at kl airport later on, thanks to your management.

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5:26 pm EST
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Malaysia Airlines flight overbooking & alternative flight incorrect info

I was scheduled to fly from klia - perth with malaysian airlines for work. I arrived at the airport 2.5hrs early to learn my flight was overbooked - it took 1 hour to arrange alternate flights home and only because I consistently followed the gentleman helping me until I was sure I was securely en route home. Overbooking a flight is simply pure greed on the airlines part and inexcusable. I was told by mr khairi halfizi of malaysian airlines that my bags would be transferred straight to perth, and that he had logged the request to upgrade me to business class and grant me lounge access with qantas when I landed in melbourne - none of this was true. I asked repeatedly for some form of reassurance that what I was being told in kl was communicated to qantas, I was refused & told it was logged on the "teledex" system - qantas had no record. The boarding pass I was printed in kl had 3x small letters saying upg which I presume means upgrade but this had no bearing with the qantas staff in melbourne. Luckily I had the diligence to wait at the baggage claim just in case. My bag arrived and I had to collect and re-drop it was qantas. My australia day plans have been hugely impacted due to the greed of malaysian airlines - a holiday I cannot get back.

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7:56 pm EST
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Malaysia Airlines cabin crew / flight stewart

Hy,
This is our family's second trip from Newzeland to India through Malaysian airlines.
This is to bring to your urgent attention that cabin crew - "Raymond" behaved in a very rude and indecent manner with me, my small kid and my wife. He even threatened me serious consequences on KL airport if I put a complaint against him and I was denied a feedback n complaint form in the airlines.The way he was behaving made us feel as if he was drunk. He was very aggressive in his behaviour and almost ready to hit me when I reported the whole matter to Zarine (name maybe Misspelled). Later on Ashraf had to intervene to sort out the matter and Ashraf n zarine were really apologetic for his behaviour whereas Raymon continued his indecency. this episode carried on for more than 10 mins . This was wen the flight took off from Auckland airport to KL on 25jan17.
Flight no mh132
Seats - 38k 38h, 39k 39h
V had booked 4 seats.
I strict and immediate action should be taken against such irresponsible employee and be thrown out of such a prestigious airlines.
I would request a reply on this email.
We are so hurt by the whole episode and I am writing this complaint sitting on the airport lounge itself in KL as I have a connecting flight to India in eve today.
Regards
Atul Gupta
Pallavi Gupta
Avyukt Gupta
Akshay Kumar
[protected]@atulgupta.in

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2:33 am EST

Malaysia Airlines very long delay flight no. mh 0004 from kuala lumpur to london 22 jan 2017

Dear Sir/Madam,

I am writing to you with regards to the above connection flight on which I was booked to travel on Sunday 22 Jan 2017.

I have endured a very long delay. The flight was supposed to depart from KL Airport at 9.00 am and arrive at Heathrow Airport at 3.35 pm, but it was delayed 5 and a half hours.

No one provided any explanation for the delay straight away. I had to ask many times before I was told it is because of a technical fault and the backup airplane not arriving in time.

Being a frequent flayer and a very loyal customer of Malaysian Airlines, understandably, I was very disappointed with this. Having had to go through another delay on my first flight from Sydney to Kale Limper. The boarding procedures was so disorganised and one of the Malaysian Airlines male staff members was so rude and disrespectful to customers, ordering people around and getting many upset when they were only lining up and trying to get on the plane, after an announcement was made to start boarding. There were disabled people and people with very young children, it was a very chaotic and unhappy scene.

I was also delayed for two hours on my outboard trip to Sydney on 26 Dec.
I was so disappointed on this occasion as I frequently fly with Malaysian Airlines and expected a far better customer service than this.

Under the EU Denied Boarding Regulation 261/2004 I am entitled to the sum of €600 in compensation for flight delay and additional financial compensation for the disorganised and stressful boarding at Sydney airport on 21 Jan 2017.

I look forward to receiving the sterling equivalent within the next 14 days.

Yours sincerely,

Aswan Ali

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7:36 am EST
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Malaysia Airlines item missing from my luggage

On 19.01.2017. Check in my luggage at kl sentral. Then go to klia by klia ekspres around 1400hrs. My flight no mh 1338 from kuala lumpur to kuala terengganu.
Upon arrived at kuala terengganu airport notice something wrong my luggage zip. Then notice the seal been broken. Open my luggage and notice 1 ea laptop hp mini and 1 ea samsung tablet missing. I call the security and tell them what happen. They advice to make report to aerodarat office. Make a report at aerodarat office then go home. On the way home, keep thinking if some one can take something in my luggage, he/her also can put something in my luggage (Illegal item). When arrived at home I checked again my luggage all item belong to me. But notice again 1 ea external hard drive also missing from my luggage. They are many important document/personal things in side it. By that, this report is to add one more items missing from my luggage. 1 ea external hard disc mini passport 1t. Those are very important to me personally. Please help to put on high level effort in searching those items. Beside could you advice the duration for me to follow up on this matters and is there any other replacement for me regards to those items missing. I will keep waiting to hear from you soonest.
Please do not hesitated to call me. [protected] @ mohd. [protected]@dimensionbid.com

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11:29 pm EST

Malaysia Airlines flight 131 kuala lumpur - auckland, 4th jan 2017

We recently flew from heathrow to auckland with malaysia airlines. The first leg from heathrow to kuala lumpur on flight 001 in seats 36a&c was extremely comfortable. By contrast flight 131 from kuala lumpur to auckland in seats 12h&k was very cramped and uncomfortable.
What was particularly unpleasant was the state of the toilets. I attach photos of the disgraceful state of the toilet bowl itself, the inside of the lid which had such a rough surface it could not possibly be cleaned properly, the floor which was equally disgusting, and the dirt around the toilet lid hinge. Unfortunately I have lost the photo of the built in unit below the basin, which was literally held together with sticky tape.
Some time into the flight I mentioned to a member of staff that there were no paper towels and that the toilet paper was running out. When I went back later the towels had been replenished but there was no toilet paper.
I don't like to comment on the pilot's decisions but there was a period of several hours during which I felt no turbulence but the seatbelt sign remained on and no hot drinks were served. No announcement was made but after I queried the situation the sign was suddenly turned off - I can't help feeling it had just been forgotten. It added to the general discomfort of the flight.
Are you able to give any form of compensation for our unpleasant flight? We are due to fly back on flight 130 on 14th march and I am not looking forward to it. Can you give me any reassurance that the aircraft will be in a more acceptable condition?
Yours,
Chris southwell.

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8:02 pm EST
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Malaysia Airlines seating allocation when travelling with a baby

My wife and I flew from Melbourne to London on 5th Jan. We were travelling with our 5 and a half month old baby and consequently were not able to check in online. To ensure a bassinet seat we arrived at the airport 4 hours early - well before check in had even opened. At the time of check in we were 4th in line. Check in went smoothly, we were seated in a two row with bassinet and proceeded happily to the gate.
Unfortunately at the gate we were told our seats had been changed and we should not have been given our allocated seats as another passenger had checked in online and paid extra for one of the seats - we were promptly separated to opposite ends of the plane as, by this stage, there were very few seats left. How ridiculous!
Had we had the opportunity to check in online we too would have happily paid extra for that seat and not because we like to stretch our legs... we needed the extra space for our child! But this is beside the point - why was this seat sold to the highest bidder in light of the fact that already paying customers clearly need those seats. Shame.
So there I was at one end of the plane with our baby and my wife at the other. No one to help get items from the over head, no one to help at meal time, no one to simply hold him if he was being fussy. We were left feeling utterly baffled as to why we were not seated together as this just seemed so simple. A quick scan of the plane and there were numerous men and women sat in bassinet seats with their babies - so what did we do wrong? Was it because we were two women travelling together and therefore (despite it being 2017) were not assumed to be a couple? I really hope not but it's hard for it not to feel this way...
We were 4th in line at check in, we were told we couldn't check in online - what more could we have done to ensure seats next to each other so we could both look after our baby on such a long flight? Why is it not policy for parents travelling with small babies to just be allocated those seats or at the very least be given the opportunity to pay extra? The flight is long enough but to do it with a baby and be seated separately just seems like a crazy and cruel way to run things. Clearly customer care and satisfaction is not a priority.
We are so disappointed by the lack of empathy and support we will never fly Malaysia Air again and will happily persuade others not to do so either.

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4:10 pm EST
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Malaysia Airlines I would like to complain about cabin crew - farah and aznie aliff

Flight number: MH 775
Flight departure date/time: 16th of January 2017, 7pm Thailand local time
Flight departure city: bangkok
Flight destination: kuala lumpur

This was the first and the worst flight experience with MAS. I intended to change my meal as I requested for fruit platter during ticket purchasing. The cabin crew informed that if there is any leftover then he can help us to change. It's reasonable so I waited until he come back to me. However he didn't. Then I talked to him, AZNIE ALIFF, he said fish pasta still available and he said he will serve me that later. But he never come back until the flight reached in KLIA. He didn't even let me know the meal still available to change or not. He just served coffee and past by me without saying anything.

In addition, another cabin crew called FARAH pulled a long face during the trip and be rude to passengers. She only laughed and talked to AZNIE ALIFF nicely in the flight.

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ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Malaysia Airlines Customer Service. Initial Malaysia Airlines complaints should be directed to their team directly. You can find contact details for Malaysia Airlines above.

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Use this comments board to leave complaints and reviews about Malaysia Airlines. Discuss the issues you have had with Malaysia Airlines and work with their customer service team to find a resolution.