Malaysia Airlines
reviews and complaints

My name is Mulat Hapsari Enrich Number MH322680595.
I did web check-in for flight MH0123 from KL to Sydney on August 6, 2017 departing 23:45 and got seat numbet 9D. And when I got to the Gate the lady behind the Desk (Fauzi Mohammed ?) told me that she has changed my seat number and I was surprised because she could not give valid reasoning such as emergency condition or illness condition so she have the right over consumer right to change my seat because she wants to. I believe this is unprofessional and I will publish this on other media online. I will be on the long flight that is why I have done web check-in in advance so I can get a good seat but now the whole situation on site beats the purpose of doing web check-in early. I am very disappointed and I will inform public about the discrimination of Malaysia Airlines.

Due to my child being unwell and not getting clearance to fly we had to call Malaysia airlines to inform that we will not be undertaking travel.
Two voice recordings were provided to MH to present for my claim of refund. My travel agent has told me they cannot process this refund as the booking has been taken over by Malaysia airlines. Recorded conversation with Malaysian Airlines team member and my Travel agent and myself clearly indicating that if Malaysia Airlines has taken over this booking and they will process the refund directly to me. Yet till date I am yet to get a refund.

This complain is in regards to my flight MH0191 from Delhi -KL and MH0190 KL-Delhi. Worst experience ever. The water glass had a mosquito floating and the steward said oh really. It was a Tuesday and my agent booked a non veg food by mistake. Me n my husband are veg on Tuesdays. The flight had not even a single veg meal on several requests. Not even cookies. Stinking toilets. Rude staff. Kriti chawla dhingra, nikhil dhingra. Dates 26/7/17 and 1/8/17

My request for UMNR for flight for my kid last week was ignored though I booked all the formalities for UMNR a week in advance and got the confirmation. MAS team seems to be having no clue except to say Sorry ./apologize etc.
I have been flying MAS for many years and even stood by you guys when 370 vanished and took some flight there after
it is quite disturbing and upsetting to know your team will not come forward with a proper solution to the agony of having a kid manage himself alone with a transit in KL and no one even bothered to assist him.
who is responsible for this mistake.
are you saying it is risky to send Kid under UMNR alone on MAS
date of departure 28th July from Hong Kong. MH073

thanks
Swathi

My family of 6 consist of myself, NGA KOO KOY, wife, TAN SHAL LIE and
children of JASPER NGA JEE YI, JAYDEN NGA JEE JIE, JOANA NGA JEE YUE (all age 6) & JEFFERSON NGA JEE YAO (age 4) suppose to board the flight at 11:55 on 16 July, 2017 from London Heathrow Apt to KLIA. (Attached please find the 6 boarding pass and Travel Itinerary Receipt Ref: KC9CN).

However, upon arrived at Heathrow Airport around 9:50am and checking with the Registration Counter being informed that the checking counter closed and the flight left at 10:25am. I have shown the Travel Itinerary Receipt to the ground staff clearly shown that Sun, 16 Jul 2017 at 11:55 London Heathrow Apt (LHR).

Subsequently, the ground staff assisted to book us on the next available flight at 21:35 from Heathrow to KLIA.

I have 4 kids (triplet age 6 & youngest age 4) stranded at Heathrow Airport to wait for next available flight at 21:35. I have requested the ground staff for hotel room but was denied. Therefore, may I put you in the shoes, how you going to handle 4 kids for almost 9 strenuous hours for next flight NOT DUE to our fault but Malaysia Airlines ("MAS").

My family has insured for travel insurance coverage, however, we have submitted that claim for Travel Delay but the feedback was unable to conclude our claim as there is no confirmation from MAS for travel delay.

Strictly speaking, this is not flight/travel delayed BUT a mistake by Malaysia Airlines ("MAS" without informing us of changing of flight time caused my family to suffer agony, grieved, pain & suffering (with unease, agitated 4 children) to wait for approximate 9 hours for next flight without any compensation of food and lodging.

Please be reminded that on 7.10.2005, my wife and me waiting for return flight from Charles de Gaulle Airport, Paris after our honeymoon. There was flight cancellation MH021. We have written a letter dated 7.10.2005 to MAS and received a favorable reply from MAS dated 30.12.2005 for a good gesture of goodwill to extend a 25% discount for our future flight (But we never utilize it as it was revamped by MAS) despite the fact that we have accepted it.

For current fiasco, my family would like to find out from Malaysia Airlines ("MAS") what is the resolution or form of compensation that MAS would consider to offer us for all pain & suffering and agony that gone through for waited approximately 9 hours for next flight and loss of time in Malaysia which supposed to arrived in the morning of 7:45am still manage to get back to work instead of arrived in the evening on 17.7.2017 (Monday).

I have been kind enough to email your company multiple time on my reservation using enrich points (which was deducted from my account) and taxes were paid through my credit card.  I have not received any booking confirmation and thus emailed to enquire about it.  To my surprise, gccc reservation didn't reply me after asking for my credit card statement, ticket reservation number, last 4 digits of credit card and booking date. I have been waiting for such a long time and told them that I will post on social media if I don't get any reply from them. Frankly, I don't understand how MAS works.  Enrich team confirmed that they deducted my points, without any booking confirmation? and gccc reservation asked me to prove that enrich deducted my points... aren't you guys of the same company? I need that ticket and I need to proceed to purchase other tickets if this ticket is not available.  It's been two months and I am not sure whether I will be able to get a ticket (even with another airline).  Please give me a satisfactory solution for this case, which includes the air ticket that I need!

After a very poor experience flying with your airline from London Heathrow on 26July, I am now in Phuket airport, about to take my second Malaysia airline flight and my flight is also delayed. I'm going to Ho Chi Minh via Kuala Lumpur and now risk missing my connection. MH 0795 transferring to MH 0766.

I also experienced a long queue to check in and erroneous information was displayed to say that check in had opened 30 minutes before it actually did. Therefore, passengers were queuing unnecessarily for 30 minutes. Check in only opened 90 minutes before scheduled take off. I arrived at the airport 3 hours before my scheduled flight as is usual and advised practice for an international flight but couldn't even check in.

It would appear that my experience in London MH0001 / London Heathrow to Kuala Lumpur / 26 July 2017 is your usual practice. Long queues to check in and delayed flights.
I booked a number of flights with your airline before I left home and so have to fly with you. I flew from Singapore to Phuket with a budget airline and had a far superior experience

It is so disappointing

Regards
Mary O'Keeffe

I tried to process my online boarding pass 2 days and 24 hours before my flight. Flight details were not recognised so I searched for a telephone contact in Melbourne Australia. The number listed was constantly engaged. I checked with a travel agent and was told the number was correct being [protected]. I had changed my departure flight througb Malaysian airlines when I was in Kuala Lumpar but had misplaced the electronic ticket receipt and was unsure of the date of my departure flight. I arrived at 8pm on 2nd August at Melbourne airport for an 11.25pm flight to find it had ldft on 1st August. I had recorded my ticket number and booking ref. If the contact number on the website had been accurate when I rang on 30th and 31st July I would have succeeded in getting my boarding pass and flight confirmation. Instead I had to pay $248 flight penalties and I am currently in Kuala Lumpar waiting 6 hours for a connecting flight.

Dear sir,

I have traveled from Shanghai to chennai on 17JUL 2017via kulalumbur. Upon arrival one of my checked in baggage was missing, lodged complaint, the next day it was delivered to me fully damaged condition. When I asked, the staff at chennai airport told me that they had informed about this to head office and will revert back to me about the compensation. But after one week they never called me when I checked again inform me that they will send mail.
Is this the way the airline communicate to its customers.
Kindly answer.
Details about flight
MH182 on 17JUL2017.
Passenger name adon aidan. Baggage tag number is [protected].

Why Flight schedule from Bintulu to Kota Kinabalu so expansive? some more with the smaller flight only. Which is double the price that i fly from Bintulu to KL. This is ridiculous. I think i'm not the only person complaints about this, and mass wings is smaller flight should not charge the flight ticket so high & this is not fair and this consider as Price violence.

L.S.
On May 10 2017 I received an automatic reply on my question about the refund for a cancelled flight for which we had to buy extra tickets to get home. We have not gotten any further answer about it from customer service representatives.
I would like to hear from you what you will do with my complaint.
Please contact me about the cancelled flight MH2585 from MYY to KUL on May 6 scheduled originally to depart at 20:05.
Our booking reference numbers are [protected]/81 for MAC DE KANTER and [protected]/83 for J PIEPER.
Yes, those tickets were used, but only from KUL to LHR to AMS; the first of the flights was cancelled by Malaysia Airlines. We bought tickets for a flight by AirAsia, AK5647, May 6 2017, departure at 18:55.
Contact us at [protected]@gmail.com

Kind regards,

Marleen de Kanter & Jan Pieper
Holland.

Dear Sir/Madam,

Greetings from Malaysia Airlines.

As per the tele-conversation with Supervisor David, your refund request has been forwarded to the relevant depart for further checks and process.

Kindly be advised that the refund process will take at least 7 to 14 working days so therefore we do apologize for the inconvenient caused.

Should you need any further clarification, please do email us back.

Warm Regards,

Julie
Global Customer Contact Centre
www.malaysiaairlines.com

Please click at this URL for MAB offices and contact details: http://www.malaysiaairlines.com/hq/en/contact.html

This was the email which I have received from Malaysian airlines helpline which they said they situated in Fiji, but after waiting for 1 month I have not received any refund from Malaysian airlines till date they have sent me an email with case reference number [Case#[protected]] Refund Request Processed - UPECJD on 9th July and and today 1/8/2017 when I called helpline to know the status, no one was able to understand the issue and what was this case number. In case of no reply from Malaysian airlines I will post this on Facebook and other social media sites and I will make sure that I will never travel in Malaysian airlines and I'll take it as a special task to spread everywhere

Thanks and regards

I'm taking MH001 from LHR to KUL on 31st July and I have checked in online, allocated to seat 75H. Yet I get seat 71C instead when check in and when I requested for the previous one I was rejected. The 71c is right beside the place where the crew prepare food and this is really disturbing. I'm a very very light sleeper and this imply that I can't get to sleep at all. Asking the crew to change a seat for me and they are really rude. I thought airline aim to provide a pleasant flight to passenger as their vision? All I need is just a pleasant sleep on board for a 13hours flight. The airline need to take the passenger concern as top priority. I wouldn't be so bad if the crew has been helpful. I want a compensation for this and hope the one in charge can look into the quality of your customer service.

To whom it may concern,
I am messaging on this as I cannot locate an email address to contact the airline. I am emailing to inform you of how unhappy I am with Malaysia Airlines. I flew from Bangkok to Kuala Lumpur yesterday, it was delayed one hour, from 18.40 to 19.40. We then did it take off at 19.40, we didn't take off until approximately 20.10! I then had a connecting flight in Kuala Lumpur to London Heathrow. This was delayed from 23.15 until 1am. We then did not take off until approximately 2am. We endured a 13 hour flight to London Heathrow. We finally arrived to Heathrow at approximately 8am. We make our way to our gate for our final flight to Shannon Airport to be told that Malaysia Airlines offloaded us from the flight for no reason at all and never told us! I am absolutely furious. We are now stuck in Heathrow with no baggage, no money and no food for six hours until aer lingus kindly rescheduled us onto their next available flight, six hours after the one we were supposed to be on. I demand an explanation for this. I have already been ignored twice and I want a reply

We arrived at the airport at 16h00, flight was scheduled at 19h20. We took off with more then 1h delay, result: we arrived at Kuala Lumpur at 23h00! Result: the gate was closed, the lugage still in your plane and our flight to Amsterdam left without us! We had to re-arrange flights to Brussels, our final destination. We flew to Dubai at only 02h10, we didn't receive any voucher for meal or drinks! We had to go through immigration, look for our lugage, then once again pass through immigration, and check in with Emirates. We were only just in time for our flight to Dubai.
on this flight me and my family could not enjoy the extra option I had booked and paied for, 4QYNRC / Denpasar (DPS) - Brussel (BRU) / flights KL0810 and KL1721 for 4 people:
8x chairs: EUR 112, 00
Economy Comfort
Other costs: we had some food ($ 20 USD) in Dubai, and once arrived in Brussels, we had to look for a way to get home, since our transport was no longer at the airport (we were due to be home at 7h15 in the morning, but arrived at 13h00). This costed us an extra €40 EURO.
Please get in touch with me for reembursing these costs (172 euro) and thank you for proposing me a compensation, for me and my family ( we are 4 people) for this unpleasant experience!

I have written emails to you regarding the lack of communication regarding compensation for the delayed flight my wife and I encountered earlier this year.
You continue to fal to respond despite being given all the details you requested.
Our business class flights from Heathrow to Kuala Lumpur MH003/20 on March 20 was delayed by 10 hours and therefore I want to know when we will receive our compensation as the law demands.
I have emailed both customer services and enrich email addresses with limited communication in return,
I will take legal proceedings both for the due compensation but also my time in pursuing this matter if I do not hear from you urgently.
Gareth Jones
Email: [protected]@garethjonesart.co.uk

I lodged a complaint online on 1/7/17 upon my return from overseas and was giving the acknowledgement number as above. Unfortunately, I have yet to receive any response till date. My case as follows:

We have 2 booking for 4 business class tickets including 2 Enrich Gold members (MH013203660 Chang Siew Sian & [protected] Lim Peng JIn) for Beijing-KL flight MH361 yesterday morning (1/7/17) at 1.30am. Booking reference is KTZDT & KDK0Q. From the booking itinerary sent by Malaysia Airlines, it has stated the previous domestic flight we took from Yichang to Beijing by Air China [protected] arriving in Beijing at 2235 on 30/6/17) before transit in Beijing to MH361 at 1.30am on 1/7/17. Unfortunately the domestic flight was delayed till 11pm. I called MAS call centre before boarding and waited 15 minutes before the call was attended. I informed the flight delay and hopefully MH361 can wait for 4 of us as we estimated the arrival time between 1am to 1.30am. I waited for another 15 minutes on the line before being informed that our delay will be handled when we arrived.
When we arrived in Beijing, it was boarding time for MH361. We rushed to the departure hall but there was no check-in counter available. To our shock is that no one from MAS contacted us or approached us for our delay knowing that 4 business class passengers on transit were late. We have to approach Air China counter and was told that this issue should be handled by MAS and not them and we were asked to stay overnight at the airport hotel and approach the airlines counters the next morning ourselves.

4 of us in which 2 are Enrich Gold Members are loyal customers to MAS but we are extremely disappointed with MAS service in yesterday’s incidence. We pay a total of RM33, 272 for the 4 business class tickets from Yichang – Beijing – Kuala Lumpur but with the delay of the domestic flight, we were totally ignored by MAS and worst is without any service to handle the situation in spite of my call to MAS call centre before the flight.

We have no choice but to buy another 4 Premium Flatbed tickets from Airasia immediately and took the 5.40am flight back to Malaysia. Luckily there were available seats.

With this kind of disappointment we received from MAS, it doesn’t worth our long term loyalty to MAS.

I would like to express my frustration and I hope MAS can improve the service especially to business class passengers who have paid so much for the tickets.

Appreciate an explanation to be given by MAS.

Regards,
Jesselyn Chang Siew Sian

27/6/2017-my husband was travelling from London Heathrow at 10:25am on 26/6/2017 on business class to Penang (Transit in KL). His checked in luggage was unavailable when he landed in Penang on 26/6/2017 (This happened more than once) and thus he requested for his luggage to be delivered to his house in the afternoon when the luggage arrives. However, he was not home when your staff called to deliver the luggage and he was told that your staff will come back a few hours later to deliver the luggage to him at his house. Having rushed home and waited for a few hours, then only my husband found out that your staff has given my husband's luggage to his neighbour without my husband's consent and without being left with any messages to inform him so. We are extremely disappointed and furious at this incident as the luggage contains some confidential documents and we might never be able to recover our luggage.
The disappointment with MAS was further aggravated on our journey home from Penang on 30/6/2017 to London Heathrow. After boarded the plan, I asked for a glass of water as I needed to take my medication. The flight attendant (A short hair Malay lady) who was in charge near my seat pointed at the water behind me (I was not aware of the water behind me and I would not simply take the water without asking the flight attendant even if I knew there was water) and said :"NAH'. I must say having travelled with various airlines frequently, I have never encountered such a unprofessional and rude reply from the flight attendant. There was another Chinese flight attendant (short hair if my memory serves me right ) when the incident happened and the way she looked at me made me felt disrespected. I was really shocked and perplexed with the standard of MAS's flight attendant.
I must highlight that the short hair Malay flight attendant was rude when she talks to the British passengers in front of me. In my opinion, she should be given a training on communication skills and mannerisms.
The disappointment did not end there. There was once when the short hair Chinese flight attendant was coming from the way I'm going to the toilet. The short hair Chinese flight attendant did not bother to give way but to continue walking and we had slight body contact. As a professional and properly trained flight attendant, in my humble opinion, she should have stopped at the space near the toilet and emergency exit when she saw a passenger walking towards the toilet instead of ignore the passenger who was walking towards the toilet and block her way.
Then, another long hair Chinese flight attendant with fair skin did not bother to say thank you or even smile as a gesture of politeness or appreciation but ignored me completely when I gave way to let her pass when I came out from the toilet. As a passenger, I had to stand near the emergency exit to give way to the flight attendant, which was perfectly fine to me, but I wasn't expecting a totally rude response from the flight attendant. As far as I'm concern, I think, the flight attendant should be polite and friendly at the least. Not to mention they also carry the image of MAS.
I wish to bring to your attendant regarding a long hair Malay flight attendant who was serving meals on that flight. She was the only professional and friendly flight attendant and I wish to thank her sincerely for making me feel comfortable despite being sick at that moment.
My name is KHAW YEE LING and my booking reference was LZB6S3. Please do not hesitate to get in touch at [protected]@hotmail.com should you require further information. Thank you.

Flight scheduled at 225pm to fly back to Singapore on 25th July. Reached KLIA2 from our airport (1hr ride) by taxi at 1245pm, little did we know that Malaysia Airline is at KLIA1. Had to travel by the KTM which wasted us 25mins because of the wait and train came at 1318pm. Reached KLIA1 at around 1325pm and ran to Row C where Malaysian Airline was. Asked for urgent assistance and they checked, the guy that was serving us at around 1335pm only gave a straight answer "sorry we are not able to check in because of the time" he went to his girl colleague and asked them, we heard she said "1345pm" but he still came back with a straight face saying we are too late to check in our luggage and might be available for next flight. I told him we were from KLIA2 and rushed to KLIA1, even with that we were rejected. Even asked him to make an exception because we clearly have 45mins before departure, he showed us to the area to re-book our tickets. I told him we only have 2 luggage with 5 person in total. He could have suggested to ask 3 of us to go and the other 2 to go for next available flight to not waste the flight tickets, but there was not any initiative given or any suggestions. The 5 of us took a coach bus back to Singapore which lasted 7hrs and rchd home at 12am instead of a 45mins plane ride and reaching home at 4pm. Very disappointed with your service staffs. Never intending to fly with Malaysia Airlines again.

I purchased the ticket on 24th May 2017 and already reserved all my seats from PEN-KL & KL-MYY. 6th July 2017 MAS has changed my booking on departing KL-MYY and return MYY-KL to a long hours of transit and the other one is 5 mins transit. I've called MAS toll free to make the change for the whole itinerary to have better connecting. Email sent to confirmed on my new itinerary on 112th July 2017 but all my reserved seat are gone and ask to web-check in to reselect my seat within 48hrs. I've tried to web checkin 45hrs and it's failed. I've called MAS and was told my flight itinerary was missing . Asked me to try after 2 hrs and I tried after 4 hrs still didn't work I called MAS again. The agents said they will check and waited 30 mins also no response. I hang off and re-call and another male agent said they've RE-BOOK my booking and now under RE-INSTATE ask me to call back again after 24 hrs and i'm flying in next 38hrs. This is really SUCKS and will be my last time taking MAS. Air Asia service much better. WORST AIRLINE after MH370 crashed.