[Resolved] 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.
Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.
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