Malaysia Airlines
reviews and complaints

I have had a very poor experience of telephone check in for business class.
Your staff, Victor at 245 pm requested that I do a web check in instead of assisting me via the telephone. To aggravate and probably in hope that I need not proceed with the phone check in, he requested for detailed personnel information which was NOT required when I did a phone check in just 5 minutes ago through another colleague.

MH - please train your staff properly. The consistency in service is POOR and irritating customers by requesting FULL details of passengers and reading off the WEBSITE defeats any service of TELEPHONE CHECK IN. If you do NOT wish for this service to be in use, just DELETE it - else, there is a mismatch in passenger expectation and I would prefer not to be irritated and have ZERO expectations upfront.

I have to say I am thoroughly disappointed with Malaysian Airlines service of late - it has only gone from BAD to WORSE especially over the past 3 years. I have used this Airline for 20 over years and it is just a poor representation also as a Malaysian Ambassador.

Other points:
a) Air steward and stewardess have an attitude of job limitation and scope on how much they can assist passengers on board - you never experience this with other airlines and not even the Budget airlines

b) Cleanliness of planes - due to attitude a) above, cleanliness is poor especially for long haul. If you look deep enough into the seats and pantry edges, you will know what I mean - it won't take long for observations to be clear.

I am so disappointed with MAS flight no MH 388 KL to Pudong, Shanghai was delayed to 7 hours! MTheir staff accidently revealed it to me that MAS decided to change to another aircraft when they could not repair whatever techical issues they are having. MAS should change to another aircraft earlier, rather 7 hours later. I have make necessary plans that is why I decided to take an earlier flight which is 8.40AM morning. By the time I reached there it is way pass dinner time. I don't even give a [censor] for meals voucher. There is only one option which is burger king. It is an unhealthy and fattening choice of food for the victims. I will never fly with MAS ever again. Sad to say it is even worse that airasia and the ticket cost me rm1.7k ++ for this [censor] service. MAS you have wasted all our time. This flight is to Shanghai not to Europe are friggin kidding me?

Hi,
Date of incident was 27th June and time of flight was 08.15 am, flight num MH ‐ 136. I went with my mother on Tuesday AM for boarding at 06.30 at Adelaide ( Australia) airport Malaysia airline counter. We are waiting for in ques until 07.50am. When our turn comes, we went at counter and the customers service representative told me to put hand bag on the weight scale and after that i put my mother other two bags. The representative told me my mother only can take 30 kg weight including hand bag. I told her on my mother ticket written there 30kg bag and 7 kg hand bag. Than she start to rushing with us and told us, only hand bag (8kg weight)and one suitcase ( 16kg )can go in the flight. She told me hurry up make the decision, no time for re packing. So the other bag( 18kg) I need to bring back to my home . In This bag, my mother medications and other important things left behind. Even, the representative was very rude with us. the reason was behind this incident was less staff serving the customers. I am very unhappy with malaysia airline. I think it's my mistake to send my mother in this airline. Now i want to ask you what should i do with the bag which my mother left behind, how i can send that bag to her? Now i am so afraid to travel with Malaysia airline. After this incident i am so sacred, unable to think what to do with my mother other bag?

Please be informed that Ms. Shahanaz Parvin, one of my relatives returned to Dhaka from Kuala Lumpur on June 27, 2017. The flight (Malaysian Airlines) started its journey at 8:05 p.m. local time. She brought 04 (Four) luggage with her at the Kuala Lumpur well ahead of starting the journey. After reaching Shahjalal International Airport in Dhaka, she found 03 (Three) luggage. It was pathetic that the officer on duty of Malaysian Airlines told that the missing luggage was not carried through the flight on which, she traveled. He informed that the missing luggage would be carried on the next flight from Malaysia. So, it was required to wait four to five hours to get the missing luggage.

It is a great concern to see that only one third of the plane was full of passengers but a luggage is missing! Now, the above lady is in great tension whether the missing luggage is being carried on or not within the shortest possible time.

In this situation stated above, the appropriate authority is requested to take effective measures so that the missing luggage is found by the above lady at the earliest and also to compensate for the stress she is bearing.

We are looking forward to see quick response and necessary actions in this regard.

Contact Person:
Md. Azadur Rahman
567 West Shewrapara
Mirpur, Dhaka 1216, Bangladesh.
Cell No.: +[protected], +[protected]
Mail: [protected]@gmail.com.

It is not only flight delay but also my mother and brother have been informed that their baggage been delayed while they come to visit me from Alor Star to Singapore. The staff told them their baggage is still at Kuala Lumpur Airport. So that I have to spend money to buy clothes for them. Please make a refund as soon as possible. Tax invoice is attached. Thank you.

Name : Mr Lee Zheng Yi & Ms Yu Bee Sim
Contact : +[protected] (Ms Lee Jia Chien)
Email: [protected]@gmail.com

You let me down on airport bangkok on incheck balie no help at all .
Not somebody who can help only I have to call, so they give me telphone number but no connection possible, friday 16 juni 2017 and return 25 juni 2017 ticket number232 [protected] refused by B.F.S. miss Jirawan they send me to info desk who can't help me, the on level 6 some of these air small office but no malaysia airline nobody can help after that I call a helpfull taxidriver he will look with me to Your office in bangkok but no office there last bu not least I have go to hotel next day after the deception i call eva air to go back to amsterdam on saterday. No help nothing from your company after many time's try with phone no connecting and when onetime get they will call me back(guess what after give number never get answhere.
U send me my money back by Visa as I pay before. Gr Willem Blokker enrich number mh [protected] thnx

To whom it may concern,

I write this email as I have tried calling MAS today but my call does not seem to be put through. I have put on hold for at least an hour. I had book four tickets for [removed]

Unfortunately one of the passenger, [removed] could not make it. I sent an email in that regard to MAS and received response as attached upon my request to refund sums paid for said ticket on name of the said passenger. In the said email it was clearly stated that only the ticket for the said passenger would be cancelled but the rest would remain confirmed.

Today when i called MAS, I was informed that the tickets of all the four passengers have been cancelled. This was not what was intended. As such, it is clear that MAS has unintentionally committed an error in cancelling the tickets of [removed]
Viewed in this light I would be most grateful if the above could be rectified at the soonest as the scheduled flight is on 26.06.2017 from Kuala Lumpur to Denpasar Bali at 9am.

Saya agus sofyan shah bin abd latif
Menetap di beaufort sabah malaysia
Penumpang MH2603 23 jun 2017 drp kota kinabalu ke kuala lumpur.
Kami sekeluarga mula bergerak dari beaufort ke kota kinabalu pada pukul 5 pagi.
Penerbangan pula tergendala selama 2 jam 30 minit.
Kemudian kami sambung penerbangan dengan MH 1388 23 jun 2017drp kuala lumpur ke kota bharu
Kami tiba di lapangan terbang kota bharu pada pukul 1.40 petang tapi beg tidak sampai. Staf yang ada di kaunter juga tidak banyak membantu dengan layanan yang tidak mesra
Sekarang dah pukul 4.23 dan kami masih menunggu di lapangan terbang kota bharu
Ini adalah pengalaman ke-2 bagi kami sekeluarga menggunakan perkhidmatan malaysia airline
Saya sungguh kecewa

I am as below traveled from Malaysia to Ho Chi Minh City in MH758 (Malaysia Airlines) on 5th June 2017 evening. I lost my jewelries from my luggage bag no (EYCL0232835490). All my jewelries were taken except for 1 earring left in the box and was packed back nicely. Total items lost are 1 chain, 1 necklace and 1 earring. I wrote to MAS customer service on the next day when I found out that my jewelries were missing. The customer service officers (Muhammad Syazwan Mohamad Tahir and Nur Amalina Jaafar) have replied to me that MAS is not responsible for any valuable items. I truly understand that it was my mistake that I accidentally checked in my hand carry luggage bag but it doesn't mean that Malaysian Airlines employee can steal my belongings and can just ignore their customer's complaint. After that, I wrote to Anneliza Zainal, Head of Customer Experience Assurance hoping that she will investigate this case but I did not receive any reply from her.

Therefore, I am totally lost because everyone is ignoring me. I can't just let it go because my total loss is RM25K, it’s a punishment for me for supporting MAS. Then finally I wrote to Mr.Peter Bellew, the CEO with some hope. But unfortunately, I did not get any reply from his as well. If any action is not taken to the person who stole it, then it’s going to be a normal behavior for MAS employee to take customer’s belongings.

I really need an answer for my RM25K lost. I would like to know what action has been taken by MAS to investigate this case. I also want necessary action to be taken to the person who stole it, otherwise it’s going to be a common behavior by MAS employee.

Name - Sarumadhi Manickam
IC no – [protected]
Passport no – A35993105
Contact no - +[protected] / +[protected]
Email address - [protected]@yahoo.com

I urgently need to change my flight schedule and I can't do that online. Nor can I get anyone to pick up the phone despite trying multiple times in the span of 24 hours. I have my phone dialing on loudspeaker for hours on end
(yes, HOURS!) but still no reply! This is ridiculous. No, beyond ridiculous. I'm going to lodge an official complaint to the ministry of transportation. Shame on you, Malaysia Airlines!

My daughter had the misfortune to fly on malaysia airlines on 8th april. This was to be a three night rest and relax getaway from singapore - destination cambodia. She boarded her flight in singapore, asked where her boarding pass for the kl - siem reap leg was. You will get this in kl.in kl she lined up to get her boarding pass to be told she was not getting one - even though families after her were issued with boarding passes. The person at the check in desk at kl she was talking to rubbed her passport on his whiskery chin which she told him to stop doing as she found it revolting. She was offloaded - even though she is a silver status skywards member of emirates (Who is in the same one world alliance as malaysia airlines). She was put into a dirty hotel in kuala lumpur and didnt reach siem reap until the afternoon of the next day. So much for her 3 night holiday away. It was a waste of money. But it didnt end there, on trying to board her return flight she was told that her return flight had been cancelled. She finally boarded and was intimidated by a steward on the plane. Her baggage did not arrive back with her and when it did there was a broken bottle inside it despite it being clearly labelled fragile
I have since send more than forty emails to malaysia airlines, and phoned them from new zealand five times. What do you do to get some sort of communication from these people? I have requested a full refund of the total cost of my daughters trip that they ruined and dont care about

Booking Ref VOWYGJ
Ticket number: [protected]

I have made this booking through MAS on the 6 June 2017, knowing it will take me directly from Darwin to KUL on the 18/9/2017.
Unfortunately last night 18/6 I received 3 emails stating that my flight schedule have changed. Instead of flying directly to KUL now I have to stop over in Sin and then from Singapore to KUL, the same with the return flight. I rang the office the next day and I was told to send an email to gccc.reservations @malaysianairlines.com..
This is just not what I wanted, the reason I am booking through MAS is because of the direct flight to KUL, I am trying to meet the least flying time and not have to put up with changing flights in airports. Otherwise I would have book the other cheaper airlines. What happen to customers services and satisfaction? I am very disappointed in this, costing me time and anguish and uncertainty.
Regards,
Khim

On 3/4/2017, I bought flight ticket for me and six other family members through Travel Agent for sector: KUA-KL @ 6.30am, 22/6/2017 and connecting flights KUL-BKI @ 8.25am, 22/6/2017 & BKI-TWU @ 12.30pm, 22/6/2017.
On 30/5/2017, I received notification through SMS that our flight KUA-KL MH1263 is changed to MH1281, ETD 10.35am, 22/6/2017.
Since the changes would affect our connecting flights, I was advised to change our KUA-KL to 7.50pm, 21/6/2017.
Due to long transit time in KLIA (12 hours), I requested for free accommodation but was rejected although it is not due to our fault. I also requested for courtesy to have Golden Lounge Access but was also rejected.

we have been informed that our baggage been delayed in auckland because of your technical problems.

your problems cause us big mess
we need to buy clothes and things in the baggage, it cost us lots of money.
We had a bad day because we can't use things in the baggage.
We want a fair treatment !
We can't let go from this problem, so we want you to exchange the money!

please inform us !
[protected]@gmail.com

On March, I bought four air tickets but there only show 3 tickets number for me, and I call Malaysia airline customer hotline many times to ask and settle. On 19 Mar I received e-mail from Malaysia airline ([protected]@malaysiaairlines.com) showed my booking confirmed. Yesterday I online check again, I cant find my booking, and I call center again and their staff(English) very rude and keep blame me. She said I cancel my order and want me order again. But I never cancel my order and I already made payment by credit card .

I am one of the member of the old MAS system, I just want to know whether I will receive a membership card for the new reservation system, but no one reply me. I tried:
1. Contact Us, no reply at all
2. Facebook chat, only tell me to call or email, and not even read my messages after that (so sad I deleted it as I'm quite mad with the respond)
3. Email, sent twice, first email was OPENED yesterday (yes, I confirm with that as I have setup my email address to send me a notification once the recipient open the email, and it works well now) but no reply, yes, I know, you will answer the email based on the waiting queue, so is this means that you will open the email just for fun? Or giving you an excuses that you MISSED the email later as you already open it so you would not remember that you have not reply to that email yet? Sorry I really cannot understand...
4. At the end, I call in, and the answer was so simple: "No you have to signup again."... Nice, thank you for wasting me so much time to find the contact us or facebook or email or even call in just to know a NO, why can't you just answer me via facebook chat? Why can't you just email me? So typing those words will eat up 1 hour? 1 day?

Myself and my boss flew almost every week to Kuching or Miri, Sarawak. Each time passenger will be served same foo ~ chicken or fish which we don't mind because they don't expect same passenger every week.

But, the vegetables are very salty its like you are eating a bunch of salt. and the fish or chicken are tasteless. If its for one or twice its fine (maybe something happen in the kitchen). But if its each time, there is something wrong. Please do something. It taste so bad that i don't want to eat it at all. We'd rather take Air Asia flight and pay for the food, its taste so much better even for simplest food.

I hope MAS will take action on this. Its disappointing.

Dear Sir/Madam,

This is about a staff that provided the wrong information which triggered my friend and me to spent more around three thousand dollars to purchase a flight ticket.

It is on 12 Jun, my flight number is MH433. [protected], this is my e ticket number. And my friend e ticket number is [protected].

We went to the counter and check in, and then the staff said " Do you have the visa? Since you need to have a visa so that you can enter Australia, if not you can't go there." At this moment, we just forgot to make the visa then we said "no." And the staff said " You need to have a visa, and you have to spend around one to two days to make it, so you CAN'T check in and you CAN'T go to Australia.

And the result is, I made the visa through the Internet that I just spent around 2 MINS. What I mean is that, the staff provided the wrong information to us and that totally made us lost around three thousand. And I hope the airline can give us to have a reasonable compensation. Please contact me via email ([protected]@gmail.com).
Thank you.

Yours faithfully,
Yumiko Ko

I flew uk to Kuala Lumpur 5th June MH0001 landing early evening. We had flights booked at 21:35 to Langkawi also Malaysia airlines. The langkawi flight was cancelled and we were not notified. The customer service desk said it was known by you before we left UK. Very bad especially with a baby. We fly home 17th June MH0002 please confirm if upgrade possible

Dear Sir,
I would like to file this compliance again the agent who was taking my call on 8-June (10.13pm) and her direct report manager. Her name is Luyi if I remember correctly.

I was calling to reopen my air ticket [protected]; [protected] & [protected] from Penang to Perth on 2/Jul - 9/Jul. I was provided the case # [protected] on the waiver I obtain to waive the penalty 100% on the child and 50% on 2 adults. Then I was given the reference number KVLSP, and being informed that the payment will proceed to charge to my credit card automatically after confirmation from the manager.

Today 13/Jun I call back to the service center again to double confirm if my flight ticket is being issued. The agent on call (Fatinah) inform me that the ticket still not being issued due to pending the approval code from the manager. It has been waiting for 5 days...! I found this is unacceptable to have 5 days just for a approval code. I would like to understand what is the standard procedure of the time taken to obtain the approval code from a manager.

My worries is what if I have book my accommodation and transport and last minutes MAS airline inform me that the ticket not being issue.