Menu
Register
Write a review File a complaint
Malaysia Airlines Customer Service Phone, Email, Contacts

Malaysia Airlines
Reviews and Complaints

Malaysia Airlines's customer service contact info has been verified by the ComplaintsBoard team. We made sure it's all legit and accurate, so you can trust it! 👌
www.malaysiaairlines.com

Learn how the rating is calculated

1.5 1006 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Malaysia Airlines Complaints 1006

ComplaintsBoard
L
10:36 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Malaysia Airlines seating and refund

We had 4 flights MH0140, MH2710, MH2613 and MH0123 from Sydney to Kuala Lumpur, Kuala Lumpur to Sandakan, Kota Kinabalu to Kuala Lumpur and Kuala Lumpur to Sydney. I pre booked and paid for extra leg room on all flights. The only extra leg room on the Kuala Lumpur to Sandakan and Kota Kinabalu to Kuala Lumpur were the exit seats which I booked.
On the Kuala Lumpur to Sandakan flight, MH2710, an attendant said that we could not sit there. One male crew member came up and said that my partner was in a wheelchair, which was definitely not the case. He had carried a walking stick onto the flight which he was going to use for hiking in Borneo, which we proceeded to do. The attendant refused to listen to us and insisted we move. We asked if it would be possible to sit in business class as we had paid for the seats, however, this request was also refused even though there were numerous unoccupied seats there. We were extremely embarrassed by it all so in the end we moved to another seat with no extra leg room and were told we could request a refund.
On the way from Kota Kinabalu to Kuala Lumpur on flight MH2631 8 days later, we sat in exit seats and had no problem whatsoever at being permitted to sit there. I believe this proves that we were both considered fit enough to travel in these seats. I requested a refund on the 7th August. On the 8th August I received an email saying that my request had been received.
On the 21st August, I received an email saying that my request had been rejected. I emailed again to say that I didn't agree with this as we were able to sit in the exit row 8 days later without any problem. I have not received a reply since.
I paid a lot of money to have seats with extra leg room on all flights and am very upset that we will not be reimbursed for seats we paid for but were not permitted to sit in through no fault of our own. I request that I be given a refund for the seats we were not permitted to sit in on the flight from Kuala Lumpur to Sandakan.
Yours sincerely
Linda Widauer

Read full review of Malaysia Airlines
Hide full review
ComplaintsBoard
D
8:07 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Malaysia Airlines Ground staff accusation and handling of a delay

Daniel van Heerden MH [protected]

I write to you to express my sincere disappointment with the way we were treated at the transfer counter at Kuala Lumpur. I have been a loyal customer with Malaysian Airlines for 20 years and if you look at my records you will see that I have flown ample of times with Malaysian Airlines including well of 7 return trips this year. I have always been very pleased with the service received and have spoken and recommended the Airlines to my business associates, clients etc but my recent experience have left me with a sour taste in my mouth :(.

We (Daniel van Heerden & Francois Jansen van Rensburg- M7IIBK) had a delay on our return flight on 26-Aug-2019 from Kuantan to Kuala Lumpur due to weather, which was all understandable. While we were in the air we explained the situation with the staff on board and that we needed to disembark as soon as we land as there would be a very small time to get to the flight from KL to Auckland. They were very helpful and were told by ground staff to make our way transfer counter as the gate already closed. This was at 10:28 PM. Although disappointed we understood that we would have a layover. We were at the desk first and explained the situation to the ground staff. they were not very forth coming on the situation and after an hour of passenger build up, i asked the ground staff to at least explain to everyone what the current situation was and if they can at least address the delay as there were families with small children and people were becoming restless. They did and it at least kept everyone in the loop.

However, my friend and I were made to wait until 4:00 AM the next morning before we were helped. Every other passenger was helped but why were we made to wait for so long before our issue was dealt with while every other passenger was helped. I can understand parents with Children, etc but really...? Secondly, when we were helped by Mr. Muhamed Syafiq, he was extremely rude and inconsiderate with our situation. We informed them that we paid for exit seats to get extra leg room which we paid for upfront. He first said that we did not pay for the extra leg room? I queried what he meant as we did in fact pay for it and he said we were just lucky to book it. I pointed out that this is not the case and he said verbatim " I believe the system not you" I was furious with the accusation that he thought we were lying. My friend Francois, told him that he hope that he will get an apology and showed him a printed version of the booking made with the seat assigned 14H, he then changed and said " well where is yours?" I did not have mine as it was on the App and I did not have internet access. He then came with the suggestion well just get a refund. This is not the way to talk to a customer, I did nothing but point out the fact that we would like it rectified and instead of apologizing he left and asked the other operator to resolve our issue. I do not appreciate being called a liar. We finally were given the vouchers at 4:30AM, but there were no transport where they said we should be going, and no one to help. we finally took a Taxi and arrived at the Hotel after 5 am. I did call the next day to ask someone to speak to me about this but was told I would need to send the complaint by email. I am happy for you to call me on my number [protected] to discuss this in more detail and look forward to hearing from you shotly. A very disappointed loyal customer. Daniel van Heerden

Read full review of Malaysia Airlines
Hide full review
ComplaintsBoard
R
8:52 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Malaysia Airlines delay and the services provided

To whom it may concern,

We would like to make a complaint regarding our flight MH 867 from Kuala Lumpur to Denpasar.

We were traveling four people all together to have a family gathering upon arrival. Due to the delay we missed a day and a half of our family gathering agenda and our previously booked hotels were not rescheduled.

Those precious moments would never come back. We expect Malaysia Airlines will correct the problems and we hoped this will be our last problematic flight with Malaysia Airlines for our family used to fly with Malaysia Airlines for long distance flights because we had high expectations on Malaysia Airlines.

If this happened again, sorry to say we have to consider other airlines for our trips in the future.

We thank you very much for your kind attention.

P.S : Even though you put us in a Marriott hotel, which is quite famous around the world, it was too far from the airport which caused us couldn't have a good rest and there were cockcroaches in the bathroom. My sister was too afraid to be in the room after that happened.

Best Regards,

Regina Priscillia

Read full review of Malaysia Airlines
Hide full review
ComplaintsBoard
L
2:21 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Malaysia Airlines retiming of flight

Dear Malyasian customer care,

I book a flight from KUC to KUL on the 28 August booking OK8ZNJ for my 2 children and my wife.
At 23.23, I receive a message that the flight MH2543 will be delay for 1 hour 40 minutes.
Since they have to be in Kuala Lumpur before the new arrival time, I needed to change the flight urgently.
As mentioned in the notification, I can call to change the booking or any inquiries. Unfortunately, I have called more than 20 times in the laps of 2 hours and I only receive the answer: ‘'The number can be reach now call again later'
How can you write that you can call and nobody is here to pick up the phone. That is not what I was expecting from Malaysian Airlines. I fly MH since 1997 and don't want to fly other airlines because I love the service and punctuality but this event make me mad.
I didn't have any choices then to book from other airline to reach on time KL.
I trust that something can be done for a refund of money, postpone the ticket to another date, or a voucher.
But the principal aspect of all of this is that you didn't assume and respect the customer simple right to be able to rebook or change a flight at any time because nobody answer the phone.
Best regards.
Laurent Conus

Read full review of Malaysia Airlines
Hide full review
ComplaintsBoard
A
11:10 pm EDT

Malaysia Airlines food poisoning on flight mh140 syd to kl

I got food poisoning after I wa given the nasi lemak by the flight attainment on my flight from Syd to KL on flight MH140. I felt so sick as soon as finished my last food before landed at KL. Went to toilet number of times while waiting for my next flight to Surabaya and I thought that I couldn't make it to the next flight.

I report it to the flight attandant when I got on my flight KL to Surabaya flight no MH871. I was given some tablets to stop me to go to the toilet. Got worsened when I got in Surabaya and I was run to the doctor.

I am afraid to fly with Malaysia Airlines in the future because of food poisoning experience.

Read full review of Malaysia Airlines
Hide full review
ComplaintsBoard
R
9:42 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Malaysia Airlines stolen item from checked in luggage

I was travelling to KL from Singapore on the flight MH 624 on 18th August 2019.
I've kept my Blue Casio sport watch inside the purple luggage bag. This bag was send as a checked in luggage at Singapore airport. I've received the bag and went to hotel as the watch was kept inside a pouch in the bag and it was there inside the bag. Upon the arrival at hotel and when unpacked i could see that the pouch is there but mywatch is stolen from the pouch. The tag number of the luggage is MH 532616.

Read full review of Malaysia Airlines
Hide full review
ComplaintsBoard
S
9:59 am EDT

Malaysia Airlines flight overbooking

Date of incident- August 14, 2019

Full Description-

I was travelling from Denpasar airport to Langkawi through Malaysian airline. Upon checking in at Denpasar airport, I was granted boarding pass for DPS-KUL flight, but not for KUL-LGK flight, the reason being, I didn't have a Malysian Visa. I reached KUL airport, took Visa on arrival at Kuala Lumpur airport, reached check-in counters of Malaysian airlines 40 minutes prior to my flight with all the required documents(including VISA), but the staff had already allotted my seat to someone else, claiming that the I did not have a valid Visa when checking in at DPS airport, as has been commented by the staff person at DPS check-in counter and that's why they allotted the seat to someone else and have no seats remaining now. They kept arguing with me for a long time and only when 30 min to my flight were left, they told me that I am already late for a check-in.

This makes no sense to me at all, when I had all documents. They used it as an opportunity to flax their overbooked flight. Staff was really hostile and kept shifting the blame over to me for not checking in early, they didn't even give me an alternate flight. I had to book another flight for next day on my own. It was a complete loss of money, time and it ruined my trip and left me in disappointment. I am never going to recommend Malaysian airlines to anyone if a resolution in not provided, also I will reach out to Consumer forums and social media.

Desirable Resolution-

In cases of overbooking, airline is liable to provide an alternate flight, which was denied to me. I want a full refund for my flight, as well as the flight I booked afterwards to reach Langkawi.

Flight details-

Malaysia Airlines
MH-850: DPS-KUL
MH-1456: KUL-LGK

Passenger name- 1.Shubhangi Sengar 2. Aditya Koduri

Contact number- +91-[protected]
Email- [protected]@gmail.com

Read full review of Malaysia Airlines
Update by Shubhangi Sengar
Aug 21, 2019 10:13 am EDT

Date of incident - August 14, 2019

Passenger name- Shubham Kumar

I took a Malaysia Airline flight(flight number MH-850) from DPS-KUL on August 14, 2019 and lost my bag with all my clothes worth at least 10, 000 INR, goverment documents, jewellery worth around 5, 000 INR and Bose speakers worth 8, 000 INR.

Desirable resolution- I want a full refund for my loss as soon as possible.

Email-shubhangisengar@gmail.com

Ph-+91-[protected]

Hide full review
ComplaintsBoard
W
2:20 am EDT

Malaysia Airlines Food and cockpit communication

We all know that MAS is in poor financial shape, however as a loyal customer for over 20 years, I find that the in flight service is very poor in economy. Arrived back in Adelaide 9 August 2019 one hour early and had to wait an hour until a bay was available. There were plenty of bays. Why not negotiate with airport management to switch bays?
The breakfast was of very poor standard. Cold bagel with a thin slice of tomato and plastic slice of cheese. At least last year we received a warm mushroom omelette.

There was much turbulence and the cockpit officers said nothing to allay our fears, only to strap ourselves in! One passenger was having an audible panic attack and not one steward came to offer any assistance. Why couldn't they advise the passengers that they would climb to a higher level to alleviate turbulence?

Read full review of Malaysia Airlines
Hide full review
ComplaintsBoard
M
6:56 pm EDT

Malaysia Airlines ticket/reservation change

Dear Concern,

Booking Ref: RB09SM
ETKT- 232 [protected] For Mohammed Asraf Uddin.
Frequent Traveller- MH-[protected]. Email- [protected]@hotmail.com.

On 14th July I made a change through call center. I talked with one of the representative over the phone. I forget his name. I told him to change my ticket from 24 July to 14th August. Then he asked my return date, then I said return would be 17th August. He confirmed my new travel date and asked for difference fare. I told him I will pay though credit card, then he charged my credit card USD 150.35 as the difference fare value. He said within a short time your ticket will be send to your email. On 15th July I got new ticket through email for the 14th to 17th August, 2019, Dhaka - Kulalumpur-Dhaka . After getting the email I checked the ticket, where everything was cleared and confirmed. Today I went to Dhaka Airport, after giving my passport and tickets to the check in counter, they informed my name was not in their system. They found this ticket still showing travel date was 24th July. They said Call center people didn't change my ticket. My question is if they did not change, how I could I get the changed tickets in my email with new date and flight no and why they charged the amount from credit card. From the airport I called to the call center, they found everything was right what I said but the lady couldn't not do anything except apologize. It was very insulted for me to return home from the airport. Please check this issue ASAP. Thanks.

Read full review of Malaysia Airlines
View 0 more photos
Hide full review
ComplaintsBoard
M
11:59 pm EDT

Malaysia Airlines wheelchair support

Dear Sir madam,
With booking reference VHINRV, my mother in-law Mrs Pan Kumari Pokhrel did arrive on 12/08/2019.
I did book a wheel chair assist for her from Kathmandu to Sydney.
But when she finally came out, she was walking all the way from plane to exit.
she had some medical issue and cannot walk for long that's way I booked the wheel chair for her and she is 76 years old. She did not get any wheel chair assist while coming out in Sydney and everything was confirmed in ticket.
I do not know whether it was negligence from the airlines and My mother in-law definitely need wheel chair. She had some breathing problem and when we reached home, her oxygen level was much lower then normal and we had to give her more oxygen.
I do not understand how and why this big airlines company can do like this.
Now, My parents are coming next month with same airlines and I have also booked wheel chair for my mother as she had some knee problem. The booking reference number is SMN4YM and I am much worried about my mother now as I cannot afford my mother walking such a long distance.
please investigate why those things happened.
I look forward to get your reply

please reply me on
[protected]@yahoo.com
[protected]

Read full review of Malaysia Airlines
View 0 more photos
Hide full review
ComplaintsBoard
L
6:37 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Malaysia Airlines unethical behaviour - no compassion whatsoever

We were booked to fly to the UK 12th August Perth to London via KL - 2 adults, 1 child and 1 infant. Unfortunately our infant was hospitialised with RSV virus (highly contagious), Secondary Pneumonia and Plural Fusion Fluid on the exterior of his lung and spent 12 nights in the childrens hospital exceptionally unwell. The airline refused to allow us to change flights or re book without enduring the grueling and harsh fees of over $1300 plus fare and tax difference which would result in us needing to pay approx another $3, 000 on top just to change the date! (we only paid $2900 in total for the flights in the first place!)

I have provided medical evidence and a letter detailing our sons illness and how he was still in hospital and did not have a discharge date as he was still extremley sick. He was discharged 1 day before being due to fly out to the UK and has been deemed unfit to travel by air and is not allowed to go anywhere until he is recovered which can take months!

I have spent hours on end on the phone getting no where with both the agent and the airline and the lack of empathy is awful.

They have simply come back with that the change fees stand.I have looked at changing to a later date however to then add on $3000 and still take $1300 in cancellation fees as well.

Our child almost died - it was the most stressful time of our life. The added stress and financial stress this has put on us was unnessacary. We only booked the flights 1 week prior to our son getting sick as a last minute decision so had not added on insurance as we had not got around to it at that stage. As soon as our infant got sick (3 weeks prior to departure, we only booked 4 weeks prior) It was to late to add it on as it "pre existing"

I am shocked that in such an unfortunate scenario that the airline have been so unsympathetic.

Read full review of Malaysia Airlines
Update by Louise A Barratt
Aug 12, 2019 6:39 am EDT

I am also currently 28 weeks pregnant

Hide full review
ComplaintsBoard
J
9:30 am EDT

Malaysia Airlines baggage handling

There were 2 incidents during my travels on Malaysia Airlines from Bangkok -> Kuala Lumpur -> Bangkok.

1) On Aug 2, 2019, my husband and I flew from Bangkok to Kuala Lumpur. When we arrived at the baggage claim in Kuala Lumpur, my husband's bag tag was missing and my luggage zipper was opened. Thankfully the zipper worked, however it is quite disappointing to find my luggage in that condition. My personal items could've fallen out.

2) On Aug 5, 2019, when I received my luggage at the baggage claim in Bangkok, I found my baggage completely discolored from it's original color. It is extremely dirty. Please see photos attached.

I have traveled from Asia to the United States multiple times and I've never had any issues receiving my luggages in it's original form. This is extremely disappointing, given such a short flight. Clearly shows bad luggage handling and dirty storage spaces.

It would be great if you could see to any form of compensation for this damage or at least provide cleaner storing and handling spaces. Being Malaysian myself, it broke my heart to discover such poor service quality.

I hope the airlines will improve further.

Read full review of Malaysia Airlines
View 0 more photos
Hide full review
ComplaintsBoard
V
10:03 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Malaysia Airlines damaged baggage

Upon arriving at Heathrow Airport only 1 of 2 suitcases arrived. The missing 1 was traced back to Singapore and arrived 2 days later. When it was delivered to our house, it was completely destroyed. 1 wheel was sheered off, and the case was badly split in 2 places, I can only assume it had fallen off the cart that delivers it to the plane and then possibly even run over by another vehicle.
The lock was also missing. Fortunately the contents were all in tact.
We had returned from our trip 5 weeks early due to illness.
The flights were all booked via Malaysia Airlines, even though the final leg was a Quantas flight.
Date of flights 3rd Aug 2019 / Arr. Heathrow 4th Aug 2019
Kota Kinabalu to Kuala Lumpur (MH2645)
Kuala Lumpur to Singapore (MH0607)
Singapore to London Heathrow (QF0001)
The case was brand new, and purchased because it was a hard shell, offering protection to bumps etc.
My name is Vaughan Watkins, and my partner, who's case was destroyed is Stanislawa Knapik. We would really appreciate some compensation for the suit case. Valuation £80.00
Please see the attached photos by way of evidence.
Thank you

Read full review of Malaysia Airlines
View 0 more photos
Hide full review
ComplaintsBoard
I
9:20 pm EDT

Malaysia Airlines refund process takes longer than expected

On 16 July 2019, I had an unsuccessful ticket reservation (TGG-KUL, 4pm) as the external problem occur after the money deducted from my bank account (CIMBClicks, RM159.34) and i'm not redirected back to the MAS website. I already made a report on the same day (16/7/2019) and MAS promised me to refund my money in 14 working days. Today (7/8/2019) remark as the 16 working days after the incident and I DO NOT RECEIVE ANY REFUND AT ALL! I already called the customer service hotline and the operator said they already filed a report but there is no reply or feedback from the Refund Team since the report was filed. So, I'm very hope that MAS team will upgrade their website and service as this is not the first time this problem happening to me, and do I need to call MAS everyday just to get update about my refund when you're not doing your job accordingly? Please resolve this issue. Thank you.

Case Number: [protected]

Read full review of Malaysia Airlines
Hide full review
ComplaintsBoard
F
7:18 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Malaysia Airlines gold and other valuable items

Hi
Good morning. I am writing this letter on behalf of my newly married wife who travelled from Dhaka, Bangladesh to Sydney, Australia by Malaysian airlines ( Flight- MH0103, Seat no. 22F, Zone-D, departure from DAC at 1215 to KUL on 26 JUL 2019 & Flight- MH0123, Seat 27E departure from KUL at 23:45 to SYD Name: Fahmida Zaman Promy, Passport no: BY 0823694, one luggage has been received by check in counter and gone through the check in Dhaka but when she has landed In Sydney at 10am on 27 July 2019 and received one unlocked ( broken lock) luggage without her very important and valuable gold which has value AUD $10, 000 We are completely socked and strongly complaining about that and want full compensation also she is mentaly upset beacuse these gold her marriage Jewellery. My email is: [protected]@gmail.com
So i want you to take a quick and proper investigation as well as to give me full compensation regarding these lost items. It is a very unprofessional and illigal behaviour from an airlines which has a very good record.

In this circumstances, i have attached some images related to her travel document that would help you to find out the actual culprit and charge full compensation.

Thank you for your attetion and we are waiting for your action for it.

Kind regards
Mohammad Ashikur Rahman
On behalf of Fahmida Zaman Promy
Passport no. BY 0823694

Read full review of Malaysia Airlines
View 0 more photos
Hide full review
ComplaintsBoard
P
4:57 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Malaysia Airlines flight changes

My flight has been delayed by 1 whole day and Malaysia airlines are refusing any kind of accommodation when i go there cause they have told me in advance. This is so bad on their part as it is not my fault they changed the dates. My stopover which was to be 2½ hour is now 24hr hows that!
I am so disappointed no help offered by airline instead they are telling me to they can transfer me to another flight with a transit of 13hr which is half a day...pretty useless as well...this is the worst experience that i have ever had...this was my first time with Malaysia airline and its not going good so far.

Read full review of Malaysia Airlines
Hide full review
ComplaintsBoard
H
10:18 am EDT

Malaysia Airlines customer service failure

MAS having high customer dissatisfaction & complaints and only 8% of the complaints has been resolved. Customer service failure is one of the reasons for MAS current dilemma and it also might be the causes of failures in the past; this especially might have deteriorated when MAS exercised huge scale of employees downsizing previously which have leads to shortage of crew members thereafter. Reviews of the customer's complaints revealed that MAS staffs having poor customer service quality, their staffs sounds not well trained in handling customers and their issues, most of customers complaints are originated from poorly trained MAS staffs and crew members whom are unethical, incompetent and having low motivation to serve their customers, this might be also interrelated with demoralized employees in the face of company current & past poor performance in the industry. The notion of "Customer's always rights" is seems far for MAS staffs culture and believe; even most of the online replies from MAS customer service officers are not constructive and not showing competency in handling customers issues, based on some of the complaints it can be assumed MAS had losses some of their loyal customers such as business class customers & frequent travellers. While MAS looking forward to turnaround its business by cutting cost, exploring new partnership, keep in line with cutting edge technology, restructuring its debt and so forth; it has neglected on the importance of improving staffs competency in providing high service quality; employees whom are on direct interactions with customer's needs to be well trained and monitored to ensure customers high satisfactions and loyalty are feasible.

Read full review of Malaysia Airlines
Hide full review
ComplaintsBoard
C
11:01 am EDT

Malaysia Airlines flight mh 0124 per to kul 16th july 2019 depart 1550

Hi there, as a family of four travelling with 2 children, one would assume the onboard entertainment to work. Sadly we had no entertainment for the duration of the flight.. even with constant resets... 5 1/2hrs of no movies... did I mention the joys of travelling with children long haul?! Not fun for any parent! Needless to say this leg of our journey left a very bad taste and two grumpy, bored and irritated children! To make things worse, the service on the plane was questionable. We were left without drinks for most of the flight and when asked for drinks, never arrived. Whilst I booked two children tickets, sadly they never received children meals. It would be fantastic if we could receive some sort of compensation or upgrade to help ease the horror of dealing with bored children in a confined space, the lack of services you claim to provide and poor customer service. We are flying back from Narita to Perth on the 23rd July if at all you are able to assist.
Regards
Catherin Robinson

P.s. I understand we all have different cultural beliefs, however in light of terrorist attacks that have happened involving planes, I don't think the journey prayer to Allah was appropriate to see before our flight took off, which also put the fear of flying into the children. I was deeply offended and think it should be an optional reading rather than main stream. What about those that believe in God, or higher powers and other mystical beings? Where are our journey prayers?! Seeing this did not ease our skeptism/ hesitancy in flying with your company following those two MH planes incidences.

Read full review of Malaysia Airlines and 2 comments
View 0 more photos
Hide full review
2 comments
Add a comment
H
H
Harry057
, MY
Jul 27, 2019 4:41 am EDT

Do you expect every customers to learn your T&C before booking ? practically in real life do you practice that as customer? at least you should have some courtesy to let customer know before booking or at least prior to boarding that your entertainment system is not reliable, what service quality are you displaying by throwing most of the complaints back to customers? Check whether your rules are vague. Do you think such a bored & bad customer experience bring any value for your current dilemma in the industry? If i were you, i would first apologized to customer for such unanticipated soggy experience on board, (empathizing is important skill that every customer service officer should possess). Secondly i will also educate customer politely on such entertainment policy before let them know on the preventive action taken or in progress to reduce in-flight entertainment system malfunction in future. And of course you guys should have the right mechanism to raise the service failure to higher management to reduced such occurrence in future, your marketing and top management should study on the gap between customer expectation and your actual service delivery, reducing such gap is very important for your growth and sustainability in the competitive industry regardless of whether or not you are accountable for any complaints by based on your rules and regulation.

Wake up MAS !
Learn the notion ' Customers always right'. Eventually your national carrier losing more than what every individual customer losing right now.

If customers perception on the service is different from yours, learn to first blame yourself and then identify the root cause, you will amaze at many possible ways to stop losing your long term and loyal customers, it will do wonders to your current reputation rather than keep disregards their feedback and dissatisfaction on your most replies. In fact you are reply rate is extremely low.

While MAS looking forward to turnaround its business by cutting cost, exploring new partnership, keep in line with cutting edge technology, restructuring its debt and so forth; it has neglected on the importance of improving staffs competency in providing high service quality. You don't value your customers complaints and feedback, you will be out of business soon or later.

Its consumer driven industry.

You can ignore my feedback if your industry having more demand than supply or if its not consumer driven market.

Otherwise please pass my this message to your CEO.

Good Luck

Your Sincere Malaysian Customer,

Harry

H
H
Harry057
, MY
Jul 19, 2019 3:06 am EDT

i had same experience last time

ComplaintsBoard
K
10:13 am EDT

Malaysia Airlines flight cancelled on my whole journey (round trip)

20th/22th July (XBVASY / QBEZRA)
- Flight cancelled (MH73/20th-1435hr)
re-book for us to MH433-1935hr+1hr (delayed 6hrs)
- the poor service I've never received when I asked for support via your HKMH CS staff 's phone conversation, he was inquiry about my identification iso helping me to get on the first available flight.

- Flight cancelled (MH432/22thJuly-1325hr)
MH staff has diverted me to CX/KA flight coz they did not notify their flight cancellation.

Both journey was cancelled/long delayed causing extra expenses/time consuming which changed my loyalty to continue your MH service in the future (Me/my wife/her group are frequent traveler of MH flight).

please get us your response and how would MH to get back my confident to using your service again.

Mr. Fok Kam Man
Mrs. Kho Seow Khin

Read full review of Malaysia Airlines and 1 comment
Hide full review
1 comment
Add a comment
H
H
Harry057
, MY
Jul 23, 2019 3:29 am EDT

Since MAS is currently owned and fully being funded by sovereign wealth fund (Khazanah Nasional Berhad); it is not impossible for MAS to raise additional fund to improved its human resource activity and developed its workforce. MAS have to first focus on developing its employee’s competency & satisfaction before it could make most recovery on current service failure, to aligned customer satisfaction to be on par with its competitors. This raised fund has to be utilised mainly to train its frontline personnel and re-evaluate its remuneration packages for staffs, it also will be able to restructure the service process to improve both customer experience and employees motivation to handle customers on day to day basis. Employee’s motivation factors such as work environment pay and benefits, management systems and organizational vision in airlines especially employees with direct interaction with customers having a significant positive influence on customer’s satisfaction.

ComplaintsBoard
D
8:25 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Malaysia Airlines has left an official reply on this complaint.

Malaysia Airlines service officer at ma transfer desk, changi airport

On 12th July 2019 at approximately 6.30pm I arrived at Changi Airport on flight QF35 from Melbourne to Singapore. I had a connecting flight on 3K 677 on Jetstar departing 7.30pm.

When I disembarked a ground staff member took me to the service counter at Malaysian Airlines Transfer Desk. I was told I had been taken off my scheduled flight due to the late arrival of the plane. I was told I was being redirected to Penang via Kuala Lumpur. I was very upset that I missed my connecting flight and the Indian male who dealt with my enquiry was abrupt and very unhelpful.

The same person then issued me with 2 boarding passes and never explained the changes but glared at me with challenging eyes. He made me feel very uncomfortable. No customer service whatsoever.

When I arrived at Penang at 12.30am in the morning my bag did not arrive. I lodged the report at the desk and was given the file reference of PENMH19919. I have made several phone calls trying to locate my bag and have been told there is no record of my bag.

When I checked my 2 tickets on Malaysian airlines I noticed there was no ticket sticker attached to the back of my tickets.

It is my belief that the Indian male who served me at the Malaysian Airlines Transfer desk deliberately redirected my bag elsewhere.

It should also be noted that 3 other passengers also missed their connecting flights (to KL) and were also processed after me. When I boarded the plane from Singapore to KL I noticed the same 2 passengers were sitting in Business Class drinking champagne and told me they had been upgraded, by the same Indian person. I was given a seat to the rear of the plane.

I urgently request an investigation into the whereabouts of my bag. The Qantas bag reference is QF 248730. I have phoned Qantas and they advised me to lodge a complaint with Malaysian airlines as they claim my bag was taken off the flight with Jetstar to Penang.

My phone number is +[protected].

I would like someone to phone me at your earliest convenience.

Regards

Andrea Dinsdale

Read full review of Malaysia Airlines and 1 comment
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
1 comment
Add a comment
H
H
Harry057
, MY
Jul 19, 2019 10:21 am EDT

MAS having high customer dissatisfaction & complaints and only 8% of the complaints has been resolved. Customer service failure is one of the reasons for MAS current dilemma and it also might be the causes of failures in the past; this especially might have deteriorated when MAS exercised huge scale of employees downsizing previously which have leads to shortage of crew members thereafter. Reviews of the customer’s complaints revealed that MAS staffs having poor customer service quality, their staffs sounds not well trained in handling customers and their issues, most of customers complaints are originated from poorly trained MAS staffs and crew members whom are unethical, incompetent and having low motivation to serve their customers, this might be also interrelated with demoralized employees in the face of company current & past poor performance in the industry. The notion of “Customer’s always rights” is seems far for MAS staffs culture and believe; even most of the online replies from MAS customer service officers are not constructive and not showing competency in handling customers issues, based on some of the complaints it can be assumed MAS had losses some of their loyal customers such as business class customers & frequent travellers. While MAS looking forward to turnaround its business by cutting cost, exploring new partnership, keep in line with cutting edge technology, restructuring its debt and so forth; it has neglected on the importance of improving staffs competency in providing high service quality; employees whom are on direct interactions with customer’s needs to be well trained and monitored to ensure customers high satisfactions and loyalty are feasible.

Malaysia Airlines Reviews 0

Looks like Malaysia Airlines has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

If you represent Malaysia Airlines, take charge of your business profile by claiming it and stay informed about any new reviews or complaints submitted.

👉 Claim your business

About Malaysia Airlines

Screenshot Malaysia Airlines
Malaysia Airlines is a major airline operating flights from its home base in Kuala Lumpur to destinations across Asia, Europe, and Oceania. It offers passenger and cargo services, with a fleet that includes wide and narrow-body aircraft. The airline provides a range of classes, in-flight entertainment, and a frequent flyer program.
How to file a complaint about Malaysia Airlines?

Here is a guide on how to file a complaint with Malaysia Airlines on ComplaintsBoard.com:

1. Log in or create an account:
- Start by logging into your ComplaintsBoard.com account. If you don't have an account, create one on the website.

2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue with Malaysia Airlines in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with Malaysia Airlines. Include key areas of concern, relevant transactions, steps taken to resolve the issue, personal impact, and the company's response.

5. Attaching supporting documents:
- Attach any additional supporting documents that can help validate your complaint. Avoid including sensitive personal data.

6. Filling optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission process:
- Click the 'Submit' button to submit your complaint to ComplaintsBoard.com.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

Ensure to follow these steps carefully to effectively file a complaint with Malaysia Airlines on ComplaintsBoard.com.

Overview of Malaysia Airlines complaint handling

Malaysia Airlines reviews first appeared on Complaints Board on Mar 26, 2008. The latest review Not Satisfied with the level of Service MH2613 BKI to KUL was posted on Feb 16, 2024. The latest complaint complaints misunderstanding & services of open ticket was resolved on Dec 19, 2019. Malaysia Airlines has an average consumer rating of 2 stars from 1006 reviews. Malaysia Airlines has resolved 118 complaints.
Ratings on other review websites
Trustpilot
Trustpilot
1.5
273 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. Malaysia Airlines Contacts

  2. Malaysia Airlines phone numbers
    1300 883 000
    1300 883 000
    Click up if you have successfully reached Malaysia Airlines by calling 1300 883 000 phone number 59 59 users reported that they have successfully reached Malaysia Airlines by calling 1300 883 000 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling 1300 883 000 phone number 88 88 users reported that they have UNsuccessfully reached Malaysia Airlines by calling 1300 883 000 phone number
    4%
    Confidence score
    Malaysia
    +1 (800) 552-9264
    +1 (800) 552-9264
    Click up if you have successfully reached Malaysia Airlines by calling +1 (800) 552-9264 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +1 (800) 552-9264 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +1 (800) 552-9264 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +1 (800) 552-9264 phone number
    United States
    +1 (877) 509-4646
    +1 (877) 509-4646
    Click up if you have successfully reached Malaysia Airlines by calling +1 (877) 509-4646 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +1 (877) 509-4646 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +1 (877) 509-4646 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +1 (877) 509-4646 phone number
    Canada
    132 627
    132 627
    Click up if you have successfully reached Malaysia Airlines by calling 132 627 phone number 1 1 users reported that they have successfully reached Malaysia Airlines by calling 132 627 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling 132 627 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling 132 627 phone number
    64%
    Confidence score
    Australia
    +1 (800) 102-7778
    +1 (800) 102-7778
    Click up if you have successfully reached Malaysia Airlines by calling +1 (800) 102-7778 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +1 (800) 102-7778 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +1 (800) 102-7778 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +1 (800) 102-7778 phone number
    India
    +60 378 433 000
    +60 378 433 000
    Click up if you have successfully reached Malaysia Airlines by calling +60 378 433 000 phone number 8 8 users reported that they have successfully reached Malaysia Airlines by calling +60 378 433 000 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +60 378 433 000 phone number 19 19 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +60 378 433 000 phone number
    Malaysia
    +44 330 365 0080
    +44 330 365 0080
    Click up if you have successfully reached Malaysia Airlines by calling +44 330 365 0080 phone number 8 8 users reported that they have successfully reached Malaysia Airlines by calling +44 330 365 0080 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +44 330 365 0080 phone number 5 5 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +44 330 365 0080 phone number
    23%
    Confidence score
    United Kingdom
    +35 315 621 192
    +35 315 621 192
    Click up if you have successfully reached Malaysia Airlines by calling +35 315 621 192 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +35 315 621 192 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +35 315 621 192 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +35 315 621 192 phone number
    Ireland
    +64 800 777 747
    +64 800 777 747
    Click up if you have successfully reached Malaysia Airlines by calling +64 800 777 747 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +64 800 777 747 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +64 800 777 747 phone number 2 2 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +64 800 777 747 phone number
    New Zealand
    +43 158 536 3020
    +43 158 536 3020
    Click up if you have successfully reached Malaysia Airlines by calling +43 158 536 3020 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +43 158 536 3020 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +43 158 536 3020 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +43 158 536 3020 phone number
    Austria
    +32 27 120 550
    +32 27 120 550
    Click up if you have successfully reached Malaysia Airlines by calling +32 27 120 550 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +32 27 120 550 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +32 27 120 550 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +32 27 120 550 phone number
    Belgium
    +33 155 698 156
    +33 155 698 156
    Click up if you have successfully reached Malaysia Airlines by calling +33 155 698 156 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +33 155 698 156 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +33 155 698 156 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +33 155 698 156 phone number
    France
    +49 693 8079 1399
    +49 693 8079 1399
    Click up if you have successfully reached Malaysia Airlines by calling +49 693 8079 1399 phone number 1 1 users reported that they have successfully reached Malaysia Airlines by calling +49 693 8079 1399 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +49 693 8079 1399 phone number 1 1 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +49 693 8079 1399 phone number
    Germany
    +39 243 458 374
    +39 243 458 374
    Click up if you have successfully reached Malaysia Airlines by calling +39 243 458 374 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +39 243 458 374 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +39 243 458 374 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +39 243 458 374 phone number
    Italy
    +31 202 035 493
    +31 202 035 493
    Click up if you have successfully reached Malaysia Airlines by calling +31 202 035 493 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +31 202 035 493 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +31 202 035 493 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +31 202 035 493 phone number
    Netherlands
    +7 495 641 5121
    +7 495 641 5121
    Click up if you have successfully reached Malaysia Airlines by calling +7 495 641 5121 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +7 495 641 5121 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +7 495 641 5121 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +7 495 641 5121 phone number
    Russia
    +34 918 368 518
    +34 918 368 518
    Click up if you have successfully reached Malaysia Airlines by calling +34 918 368 518 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +34 918 368 518 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +34 918 368 518 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +34 918 368 518 phone number
    Spain
    +46 855 569 166
    +46 855 569 166
    Click up if you have successfully reached Malaysia Airlines by calling +46 855 569 166 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +46 855 569 166 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +46 855 569 166 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +46 855 569 166 phone number
    Sweden, Norway & Denmark
    +41 442 869 950
    +41 442 869 950
    Click up if you have successfully reached Malaysia Airlines by calling +41 442 869 950 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +41 442 869 950 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +41 442 869 950 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +41 442 869 950 phone number
    Switzerland
    +86 400 601 5331
    +86 400 601 5331
    Click up if you have successfully reached Malaysia Airlines by calling +86 400 601 5331 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +86 400 601 5331 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +86 400 601 5331 phone number 1 1 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +86 400 601 5331 phone number
    China
    +81 344 774 938
    +81 344 774 938
    Click up if you have successfully reached Malaysia Airlines by calling +81 344 774 938 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +81 344 774 938 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +81 344 774 938 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +81 344 774 938 phone number
    Japan
    +63 22 313 955
    +63 22 313 955
    Click up if you have successfully reached Malaysia Airlines by calling +63 22 313 955 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +63 22 313 955 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +63 22 313 955 phone number 2 2 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +63 22 313 955 phone number
    Philippines
    +966 26 670 011
    +966 26 670 011
    Click up if you have successfully reached Malaysia Airlines by calling +966 26 670 011 phone number 2 2 users reported that they have successfully reached Malaysia Airlines by calling +966 26 670 011 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +966 26 670 011 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +966 26 670 011 phone number
    100%
    Confidence score
    Saudi Arabia
    +65 67 231 009
    +65 67 231 009
    Click up if you have successfully reached Malaysia Airlines by calling +65 67 231 009 phone number 1 1 users reported that they have successfully reached Malaysia Airlines by calling +65 67 231 009 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +65 67 231 009 phone number 1 1 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +65 67 231 009 phone number
    Singapore
    +82 234 834 849
    +82 234 834 849
    Click up if you have successfully reached Malaysia Airlines by calling +82 234 834 849 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +82 234 834 849 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +82 234 834 849 phone number 1 1 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +82 234 834 849 phone number
    South Korea
    +94 112 344 322
    +94 112 344 322
    Click up if you have successfully reached Malaysia Airlines by calling +94 112 344 322 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +94 112 344 322 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +94 112 344 322 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +94 112 344 322 phone number
    Sri Lanka
    +66 27 873 513
    +66 27 873 513
    Click up if you have successfully reached Malaysia Airlines by calling +66 27 873 513 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +66 27 873 513 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +66 27 873 513 phone number 1 1 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +66 27 873 513 phone number
    Thailand
    +84 444 583 372
    +84 444 583 372
    Click up if you have successfully reached Malaysia Airlines by calling +84 444 583 372 phone number 0 0 users reported that they have successfully reached Malaysia Airlines by calling +84 444 583 372 phone number Click down if you have unsuccessfully reached Malaysia Airlines by calling +84 444 583 372 phone number 0 0 users reported that they have UNsuccessfully reached Malaysia Airlines by calling +84 444 583 372 phone number
    Vietnam
    More phone numbers
  3. Malaysia Airlines emails
  4. Malaysia Airlines address
    Ground Floor, Admin Building 1A, MAS Complex A. Sultan Abdul Aziz Shah Airport, Subang, 47200, Malaysia
  5. Malaysia Airlines social media
  6. Olivia
    Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024
Malaysia Airlines Category
Malaysia Airlines is ranked 31 among 221 companies in the Airlines and Air Travel category

Most discussed Malaysia Airlines complaints

food safty
1
(opinions to this review)

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.