Malindo Airways
reviews and complaints

We had a flight from Amritsar to Kualalumpur on 30th april 2017 and when we reach kualalumpur they told us that baggage was not with the flight as the flight was overloaded with fuel. They told us that we will receive it by 1 may but today is 2nd may and still they are delaying that saying today tomorrow.. Are you guyz like crazy yoy are not understanding the criticality of the situation what we are going through 3 days without our luggage what do u guys need. I will sue you guys if i don't get my luggage by tomorrow... It is 3 may they are saying they will deliver but this is not acceptable either you refund our ticket amount or I will sue you guys for sure.
Malindo airlines
Flight number - OD 272

Today I travelled with my disabled wife, who uses a wheelchair, due to suffering from Myotonic Dystrophy; this is a degenerative, muscle wasting disease that effects all of her muscles. She has weakened to the point that walking on the flat is very painful and steps are absolute agony.
We booked onto your flight OD 306 to Denpasar and called your call centre to explain our requirements and ensure access arrangements to the aircraft. As the operator was not very sure of requirements I sent an email as well, however this went unanswered so I forwarded it again on Saturday and again got no answer.
As a result we travelled earlier than required to KLIA arriving at 05:20 this morning. I proceeded to check in and explained our requirements for aircraft access. The young man on check in assured us that the aircraft would be on a normal walk on air bridge and offered assistance to move around the airport, I declined, as we are used to making our way about with our own wheelchair and requested that our wheelchair could be loaded at the gate once we boarded. He printed a label and attached it to the wheelchair and made notes on the computer then passed over our boarding passes. I thanked him and we made our way to eat before getting to the gate G1 at 08:00 so that we would not be holding up anyone at security.
So far all was going well, until we passed into the lounge and I approached a female member of staff to ask where they would like us to wait for boarding. I made an enquiry as i noticed passengers being put onto buses for flights in front of ours, the reply a curt "you go away we call the flight later". I tried to explain I wanted to know about wheelchair access the lady replied " just go, not your flight yet". AsI could see she was not interested in providing any assistance, I waited for staff to call the flight.
The flight before ours was called and they asked for wheelchair passengers and those with small children to come forward first; this I thought, is good.
Then they called our flight " business class and those with small children first" was the announcement then everyone else, so we joined the queue to have our boarding cards collected. AsI passed my cards over, I asked the lady again 'what are the wheelchair arrangements' the reply "go to the bus" came the answer. As we went out the door a young man was loading passengers onto the buses, so I asked him about us. When I explained our requirements he took the boarding cards and went to make calls. When he returned he said that due to a last minute gate change we had to go up steps as the aircraft was parked remotely from any sky bridge and no ambulift was available or we would be rebooked for a later day.
This would lead to extra costs and loss of hotel booking for us. He smiled and said 'unless you can get your wife up the stairs that's the best I can do!'
We managed to get my wife's wheelchair on a bus, which was not designed for chairs and when we got to the aircraft I assisted my wife very slowly up the stairway; half lifting her and it was a very painful experience and she had to stop many times. Then once onboard she had to take powerful tramadol painkiller to try and relieve the pain caused by the effort of the steps.
So why did so much go wrong ?
Are you deliberately making it hard for disabled passengers ?
I did everything possible to make it easy for this airline even arriving early at KLIA to reiterate our request.
How can you fail, so spectacularly, even if you had a last minute change of gate. You knew that a disabled passenger was on the flight. We were treated as a inconvenience to your airline through no fault of our own, and would like a full explanation and redress.
At no point has any member of your staff even offered an apology.

We are booked to return from Denpasar with your airline on 13th April flight no OD0305 and hope that this journey is better organised for disabled access and travel.

I had bought 4 tickets for my family trip to Nepal on 9/11-15/11/17 with reference : BRSRHB at the cost of more tan rm1700/each. Now, there is promo for business tickets at rm899/each. Based on business point of view, please upgrade us to this business promo by allowing us to do the following:- 1) pay rm200/ each for the changes 2) secured us with business promo price 3) refund excess of the ticket cost .4) we are your loyal customers 5)since our travelling time is in November, by allowing our request, you still have time to sell yhe tickets to others.
Your management could review the guidelines and make your business a friendly service and smarter way to travel for your customer.
As you can see, 4 of us in the family, the difference is abount rm4, 000/ . This is not a single ticket.
This rm4, 00/ can be used for ground package cost.

Passenger Name: Sanu Kaji Maharjan
Baggage Tag No.: OD 437968 and OD 437967
Baggage Description/Colour: BN22 and BN22
Routing: KTM/KUL/PER
Passenger's Routing: Carrier Flight Numbers-Date: OD 181.8/2 OD 151.9/2

Malindo air delayed our baggage by 7 days and when i claimed for reimbursement of expenses due to baggage delay, Malindo Air are reluctant to reimburse and has not contacted me back. They are in breach of Montreal Convention which Malaysian Government has signed .

I need to know if there is any policy where a passenger is not allowed to travel by flight if he is on AICD/Pacemaker implantation.

We had a family trip planned to Malaysia and Singapore. And unfortunately my travel agent had booked the Malindo airlines tickets.

Note: Since his health is our primary concern we had taken the advise from the Dr. before planning the trip and also 1 week before the date we were supposed to fly.

When we reached the airport and were about to checkin, your staff refused to give Boarding Pass to my Dad since he is on AICD/Pacemaker implantation which they came to know when we showed them the card as proof of having AICD implanted so that he doesn't have to go through metal detectors.

First they asked us to show "Fit to Fly" certificate which is not mentioned anywhere on Malindo airlines website. When we had received that certificate in email from other Heart Surgeon who is not my Dad's primary Doctor but has treated him in case of emergency and is aware about his condition, they told they need the hard copy of the certificate from the same heart surgeon who has done his surgery.

Since we couldn't leave our Dad alone we didnt fly on the same day and thought of meeting the same Dr. next day.

Adding to our problems, we found out the Dr. is not available and cannot be reached for a week.

The problems we had faced:

1)We had to book the tickets again for 4 people excluding my dad which costed me around 43, 000 Rs. Totally unexpected expense.

2)The trip was booked for 5 people and only 4 people could go. Again loss of around 70k including Visa, flight tickets, hotel bookings and other bookings.

3)Emotional Trauma which my Dad had to go through. It was so humiliating for him to go back from the airport and knowing he cannot spend holidays with his family just because he is a heart patient with precautionary measure taken i.e AICD implanted. Also for us, we missed him terribly and couldn't enjoy a single moment. If we knew heart patients are not allowed in flights we would not have planned the trip.

Questions I have:

1)Is this a new rule? Because I know so many people who have pacemaker impalnted and travel nationally and internationally in flights very frequently and none of the airlines has ever asked them to show "Fit to Fly" certificate.

2)Why this is not mentioned anywhere and shown to us when we booked the flights.

3)Whether a Heart patient without any machine implanted in his body is safe to travel in flight or a heart patient with precautionary measure taken and machine implanted in his body is safer to travel?

4)How is it possible to present Fit to Fly certificate from the same heart surgeon who has done the surgery? What if we change the Doctor or something happens to that Dr.(God Forbid). Does this mean that person cannot travel by flight in his entire life?

I am expecting the answers to my questions. That incident is still tormenting my Dad.

I bought a return ticket (Perth to Lahore and back) from Malindo Air website from Australia. After travelling to Lahore (Pakistan), I changed the dates of my return flight by calling Malindo Air's customer service in Malaysia. They changed the dates for me and I paid via my debit card by giving the card's details on the phone. The ticket was issued, I received an email with the new tickets, but after a couple of days when I checked my online itinerary, I saw that the tickets were cancelled with a note that their bank has advised this transaction as fraud, and thus it was cancelled. I called the customer service in Malaysia a number of times to resolve the problem, but they were not helpful. They told me that the problem is with my bank and I need to talk to them. My bank in Australia said the payment is successful, and I could see the transaction in my bank statement. After getting no help from the airlines, I requested a friend in Malaysia who knows people in the airlines to try and get the issue resolved in Malaysia. Even that didn't go well, and I was told to raise a dispute through my bank in Australia. I bought myself another ticket from another airlines to travel back to Australia.

Now, I was about to raise a dispute with my bank, but when I recently checked my bank statement, I saw that the money I had paid to change my return ticket dates, has been returned back. I called the airlines customer service in Malaysia again to get an explanation of what has happened. They said that the money has been returned to me, and that the original return ticket has been cancelled, and a refund for the return segment is under process. I am hoping the refund will come through.

The reason I'm lodging a complaint is not because I need to get anything resolved because I'm hoping the refund will come through on time. The main reason is that the way I have been dealt with by the airlines is not acceptable customer service by any standard. I chose to travel in Malindo Air to save money, and in the end I was forced to buy another ticket in another airline to return to Australia.

This is regarding my horrible, harrowing experience with malido air on 7th feb 2016 for flight od 2202 from klia2 to langkawi.
I arrived at the klia 2 airport at 12:50 pm. I was refused checkin on the flight 1 hour before the flight take off by your staff nur elayana at counter y4 on 7th feb 2016 at 12:50 pm. She informed us that the checkin closed 3 hours before the flight time! She then spoke to the flight captain apparently to check for availability and then informed us that there is no seat available. I believed her about the checkin counter closing 3 hours before departure and did not verify this information. I was travelling malindo domestic for the first time.

I then proceeded to book a last minute flight to langkawi from airasia at exorbitant prices from the air asia sales counter. The airasia flight was paid by debit card at 1:06pm which is easily 45 minutes before the malindo flight departure. This clearly is proof that we arrived for the malindo flight on time but your employee refused us boarding for reasons best known to her. The last minute flight cost us 1114 rm.

After buying the new tickets, we proceeded to the gates. I inquired at the malindo gate, where the flight i was supposed to take was still boarding. The staff informed me there that the counter closed only 45 minutes before departure.
We went back to the checkin counters to confront the lady who refused us boarding. When we confronted nur elayana and her manager mohommed alif, she lied saying that we arrived at the counter at 1:20 pm!.
If klia 2 has cctv monitoring, we will have yet another proof that we arrived on time at the airport. There was also now a board put up at the y counter mentioning the counter close time as 45 minutes. This board was not put up when we arrived earlier or we would have not believed and proceeded to get another checkin counter. Clearly nur elayana either lied about the counter close or was not informed enough to be carrying out her duties. This incident caused us a lot of anxiety and delayed us considerably for our holiday not to mention the exorbitant price we had to pay to arrive at our destination.

I have complained multiple times at the malindo customer care email addresses. There is no response and it has been over a month since the incident.