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14 August 2015 Loong
Ivy : Ivy I had the same experience as you. My flight MH851 on the 6 Aug 2015 was cancelled and I was put up in the Aston hotel. The hotel toilet flush didnt work and the rooms smelled musty. It was so bad I decided to forgo the hotel stay and took a taxi back home to KL instead (cost RM90). Ironically, my family in Singapore was taking a similar Air Asia flight to Bali on the same day. Their 1230pm QZ 505 flight was cancelled at first but a replacement flight was provided at 4pm the same day and my family arrived in Denpasar airport 7pm that day. My replacement flight was in the morning on the 7 August 2015. So after waking up early and traveling to the airport, my replacement flight was cancelled at the very last minute again. I decided to ask for a full refund but MAS would not provide it. I called them and told the operator if you cancelled my flight while Air Asia was still flying there, why shouldn't you refund me. The operator actually told me quite insensitively that its because Air Asia was chasing a profit and did not care about passenger safety like MAS. Again, very ironic for MAS to say that considering most people will perceive Air Asia to have a better track record of passenger safety than MAS in light of MAS recent airplane incidents. I've emailed them a week ago for the flight cancellation letters for my insurance claims but have only received automated responses from them. I would choose Air Asia anytime over MAS.
09 August 2015 Ivy
I am a passenger of MH851 and was scheduled to fly on 6 Aug 2015 at 12.05PM. I had checked in & was waiting to board the flight. 5 min before the gate closed for departure, I received SMS from MAS saying the flight was cancelled, with NO EXPLANATION AND ONLY TOLD TO CALL CUSTOMER SERVICE OR WALK TO COUNTER FOR EXPLANATION. I had wasted my time and transportation fee going to and back from airport on 6 Aug 2015 FOR NOTHING! And not to mention the hassle of reclaiming my baggage from the arrival hall when I have not even flown! When I tried to call MAS, I hear those operator nonsense & nobody answered. Then when I approached MAS counter, I was being misled into believing there was option to "keep my ticket open until 29 Oct 2015 (only valid for 3 months)" so that I can travel to other destination with NO penalty charges but need to top up fare difference (but the staff deliberately omitted that the promo price not applicable). When I have finally decided on my revised destination, I called few hours later (same day of flight cancellation) & was told there is penalty charge RM200 & fare difference to top up would be the normal price! Which means even if there is promo price available, I cannot take up that! This is such an unfair practice. When I finally manage to get hold of MAS customer service to ask for fair compensation, they told me "no memo is received and you need to wait till memo is received". WHY HELLO, I HAVE CALLED EVERYDAY AND EACH TIME YOUR STAFF SAID THE SAME THING. ARE YOU TRYING TO NEGLECT YOUR RESPONSIBILITY? ARE YOU A SCAM AIRLINE COMPANY? I have lodge complaint over twitter and customer service BUT THERE IS NO REPLY AS OF TODAY. Scumbag service, and I have told everyone that I know over Facebook and contact not to travel by MAS anymore since they are irresponsible and have no sincerity into solving problems. Yes, I understand Bali airport closure is not your fault, but the way you handle the matter only told me that you did not do what is appropriate. Either issue coupon for the same amount of money that I had paid for or refund for my money paid since you did not deliver the flight that you had promised. Seller (You) sells a product/service for a certain amount of consideration. Buyer (Me) bought it expecting the service to be delivered as promised and I had paid the consideration as seller requested. Now since the service was not delivered, so the deal is off. Shouldn't it be appropriate that the consideration being returned as though the sale/purchase never take place at all? It's common sense!! I have a friend who would travel from Singapore via Jetstar on the same day to the same destination (Denpasar) and her flight was 2 hours before my MAS flight. The irony is that she was informed few hours before her flight via email that her flight was cancelled with reason of cancellation being Mount Raung eruption and alternative was being offered instantly, which is coupon for her future flight with NO penalty charges and valid up to SIX months. My friend was frustrated, but she can still accept it since the alternative was decent even if there is no refund. But what has MAS done? NOTHING!!! Do nothing say nothing. National airline worst than budget airline, SHAME ON YOU!
31 July 2015 Guest
I recently took flights fr om London to Bali via Kuala Lumpur, wh ere my baggage failed to make the final leg of the journey. Unfortunately I had yet another ongoing flight with another airline and a long road/boat journey. I was stunned to be told by Malaysia Air that my luggage would not be forwarded to me and I would need to make the trip to collect it myself. Having paid for a Business Class ticket I expected to be treated with respect and good service. My luggage will shortly be arriving at another airport without being met - the will be taken to 'Lost and Found'
26 July 2015 Guest
I flew from Shanghai to Darwin on 28 June but did not receive my suitcases until 2 July - 5 days later! I had to cancel several meetings because I literally had no suitable clothes to wear. The Malaysia Airlines rep did not offer any compensation nor could she answer my questions regarding compensation. Questions about the reasons for my undelivered bags or their location also went unanswered as I was handed off to another company, Menzies Aviation in Darwin, & they could not provide any information either. This is just not good enough nor is it professional or secure for passengers to be separated from their luggage. What compensation are you going to offer me?
18 July 2015 Samie
May I ask can I change my air ticket at 26/7/15 to 22/7/15?any extra charge for it? And it wil be charge for how much? Thank you for reply..
17 July 2015 Guest
Few weeks ago, after a terrible customer service on Malaysia Airlines I wrote to their CEO the following email Hi Christopher Mueller, how are you? My name is A. G., and I just flew on one of your flights (MH0140 23-06-20015) I travel a lot, and I try to experience as many different companies as I can so I was very excited to fly with Malaysia Airlines, after all that happened to the company in these recent years. On the flight I read your welcoming and well written words about the company that add so much expectations to the flight I was starting. Expectations that went quickly and unfortunately were totally disproven. Just to start the screen was not working properly, and the headphones were very bad quality. Wait a minute, I just read you talking about “superior standard”. Advertising is everywhere and really annoying on anything you want to watch, just to quote you “doing things differently to serve you better”. As a vegan, I ordered my special meal. The hostess is bringing all the special requests, and she gave me a tray that doesn't look vegan at all. Cheesecake, milk, butter and a piece of cheese! So I politely ask if it is the right plate. She replied that it is my plate, so I politely ask again if the cheese is dairy free, if the milk (cow milk, not soy) is dairy free or vegan, and she replied again that it was the right dish. Wait a second, do you know what I'm talking about? Or are you lying to me? Feeling insulted I ask to speak with the manager, and she replied that I could speak with the manager after the meal, not a really nice answer. At this moment another customer in front of me notice that his meal choice is wrong as well and so we found out that his plate was mine and vice versa. That's really sad because at the beginning I truly believed in your words when you were saying “high level of hospitality and customer care”, stupid me. Just to end the comedy I wanted to buy a universal charger on the plane paying with my card, and guess what? The machine wasn't working (sill remember the “high standard”?) and I had to pay cash. At one point I felt it was all a joke. The manager only came to talk with me one hour before landing, despite the fact that I had requested to speak with her on three separate occasions (“high level of hospitality and customer care”). I wrote this email after the dinner without even thinking what could possibly happen the next morning. For breakfast as a vegan option they gave me a sandwich with salmon and cheese!. I'm sure now that you don't care about your customers. Christopher I understand that in these days pointing the finger towards Malaysia Airlines is pretty easy, but trust me this is not a good job. I work in a 5 star hospitality industry, and I sincerely tell you that you are not even at the starting point. I hope this email is going directly to you Christopher Mueller (chief executor) and that I can have a true and real answer (not lies or a letter from the communication department like what I've read.) You have all my details, and I'm expecting to have a written answer from you in a week time, before I'll make this letter public. Thanks for your time. Sincerely, a very unsatisfied customer. PS I would like to mention that Gado, one of the air stewards on this flight, did try to help me to the best of his capacity. At least he understood what the term vegan meant. A. G. I didn't get any reply so I followed it up with another email a couple of weeks afterwards Hi there, I'm writing because I still didn't get any reply/answer or even consideration about my email sent few weeks ago. No customer service? I hope to get a fast answer and some consideration. Thanks for your help. A. G. I'm still waiting for an answer, but I'm sure I'll never fly with Malayisia Airlines again.
16 July 2015 Guest
I am traveling with my 3 years old daughter. To make sure she sits next to me I have to pay an extra fee because I bought my ticket online. Why should there be an extra fee to insure the safety of my child? who is going to put her seat belt on? who is going to take care of her in case of emergency? bring her to the toilets? what if she cry being seated near strangers for the 12 hours flight? If Malaysia Airline think it is normal to pay extra for a child safety then they really have no business of flying. So far they have been unresponsive to my concerns, the contact form on their website doesn't work, their office staffs says it is the policy of the company and I should pay for the service of keeping my daughter safe during the flight. Really unbelievable.
10 July 2015 Guest
Guest : Malaysia Airlines has, quite possibly, the worst and most ineffective online booking system in the history of online booking systems! i have been trying for the last three days too book a flight and the sytems can't handle it. I have now called to their office, after waiting for 10 minutes I got through to a representative explained what flight I want and then the line went dead... being a glutton for punishment, I called back and after a 15 minute wait and a twenty five minute phone call, I still don't have a ticket because the flight cost was £120 more expensive than the very same online flight.... grrrrrr!!! I couldnt AGREE more. Worst online service ever, and if you want to change a ticket, you get charge extra without a doubt. So very dissatisfied and disappointed. Dissapointed customer based in Perth and a disappointed Malaysian at the local airline
12 June 2015 Guest
Hi, Please find my locator number K4PLV , for tickets booked for my mother(mrs.Ratnaprabha kadam) and my son(mast.Rudraksha kadam) with special request for MEET and Assist service as both are first time traveller and cannot speak English. While coming fr om Mumbai to Kuala lumpur the ground staff just told them the terminal number and gave directions instead of escorting them to the gate. While getting down at Kuala lumpur the crew was not aware of the meet and assist/first time traveller with non speaking English. so my mother pointed out that sentence which we had underlined for her , after which they asked her to wait till and after all the passenger disembarked they got her out of the plane but after that there was nobody to tell her or escort her to the next flight from Kuala Lumpur to Melbourne, and she started to get nervous with a child's responsibility on her as well. She showed few people her ticket then one of them wrote the gate number for the flight on that ticket which she and my son then started looking for and finally reached there after a very long walk( please note that my mother is a senior citizen, 62 yrs old and my son is just 6 years). finally she got in touch with some indian passengers for help who were also travelling to Melbourne. They thankfully helped her by letting her know that the gate has changed and now everyone was proceeding to different gate, the same passenger helped her to fill in the immigration form and was there till we met my mother at Melbourne. Now in all this scenario I am not sure wh ere was the meet and assist service for first time non-English speaking traveller?? as promised by Malaysia airlines? I booked Malaysia Airline ticked specifically because of this service offered. Else I had the option of Indian airlines which departed directly from delhi to Melbourne. Now the thing is during her return journey which is on SUN 14-06-2015 at 00.05 hrs I hope atleast she gets the needed help from Malaysia Airlines? Because when we called the Melbourne office they are not even aware of such service, which was a bit shocking to know. Also hopefully someone would assist them ahead pro-actively from Kuala-Lumpur to Mumbai?
18 May 2015 Guest
I flew for the first time with MA this month, May 2015. from Sydney to Kualar Lumpar to Hanoi, and then from Saigon to Kualar Lumpar to Sydney, a total of approx 23 hours of flying time. The food was deplorable, breakfast was a tuna or chicken sandwich at 600am, I was given one hot drink in total which was a quarter cup of tea (I kid you not) and that was given about 1 hour before landing home in Sydney. I also had my baggage gone through with three necklaces stolen from my toiletry bag, one a gift from my husband many years ago. and other little childrens purses and a wallet bought for my grandchildren had ALL been opened and searched through. One of the zips on the larger purse was broken beyond repair. A lacquered set of coasters that I had bought for my husband which was securely wrapped in bubble wrap, had been torn opened and emptied (because it looked like a jewellry box.) The thief had obviously been going through my baggage looking for jewellry and money. My friend also had jewellry in her baggage which were obvious in little jewellry bags and one set of the same childrens purses, and her property was intact and untouched. This betrayal of trust and theft of my property occured between checking in at Saigon and leaving Kualur Lumpar. I have flown with Quantas, Virgin, Delta, Vietnamise Airlines among others but I will never fly Malaysian Airlines again, the people are rude and discourteous, and the people at Kualar Lumpar international terminal were the worst I have EVER had the misfortune to meet. NEVER AGAIN!
08 May 2015 Laxmi
I have started using M AS after a lapse of almost 15 years. I used to love to go by M A S , airline food was great ,service impeccable and seats clean,something to look forward to, but this time I was totally disappointed when I flew to Delhi last week the non Veg. Mea that I had ordered was appalling . Seats were dirty and dusty. The staff was polite so that was fine. The airport itself lacked the bustle of old and some of the washrooms was dirty and wet.. Sinks were overflowing and clogged.i did not see any cleaners . While I can understand them in measures of cost cutting please make sure basic amenities are taken care .
06 May 2015 Shiya
Please Lemme Know Malaysian Airline Head-office Address & Email ?
02 May 2015 Swathi Kesiraju
Hi Team, I have a complaint against malaysia airlines customer service in the Kaula Lampur international airport. They have used abusive language and shouted at customers when we were asking them about the connecting flight status which was already departed by the time we reached Kaula Lampur. Due to some technical issues they had delayed our flight by 2 hours and put us in to a different flight and promised us that the connecting flight has been rescheduled for our arrival. MH0616 and MH 0198 scheduled for May 1,2015. They were saying that its a communication gap but I am very sure it is not because same issue with flights to Chennai , Bangalore and Dhaka along with our Hyderabad Flight.We have also recored the whole incident and looking to upload here to file a complaint against the team. There is no Proper arrangements done for our stay and was bluffing all the while that they have booked a hotel for us. We have requested the lounge staff and somehoe Managed to stay here and the airlines has given us the only next available flight i.e May 2,2015 at 10:35pm. These delay issues will happen with any airlines but my major issue is that they used a very abusive language and shoutef at customers and no Proper response given to passengers there is no super official to stop that guy shouting at us. Most importantly , there is 7 months pregnant lady travelling with us and these people totally failed to make a minimal arrangements for her too. Please let me know how to upload the video here and do the need ful and take serious action for this kind of attitude towards customers
31 March 2015 Guest
Malaysian Airlines Management deflect problems to other internal departments to avoid addressing real problems, Malyasian Airlines response to constant problems I had with ordering vegetarian meals was totally rude, inept and unsatisfactory and my experience with this substandard airlines on my recent flights from Perth via KL to Osaka return was appalling. I felt insulted by the way in which Malaysian Airlines treated me as a customer and a vegetarian I requested vegetarian meals when I booked my flights - i checked before I flew and was told it was confirmed - I did not get any vegetarian meals between Per and KL. then checking with ground staff of Malaysian Airlines at KL airport on advice from their inflight staff - they assured me I would have meals from KL to Osaka. No meals were available on my second flight. However their inflight staff did find an orange bun that had several pieces of lettuce and a few pieces of capsicum on it - basically stale and not fit for consumption - insulting! Prior to my departure from Osaka I sent emails to confirm I had vegetarian meals for the return flights - the first response referred or more accurately deflected me to reservations. This is not service Malaysian Airlines this is internal deflection of a problem … making your problem mine and deferring blame to another department or section of your operations. Inept and unforgivable behaviour. I checked with ground staff at Osaka (Kansai Airport) and they assured me I would have vegetarian meals for the return flight. They gave me a card for the meal request to hand to staff - finally i get a vegetarian meal - which was simply not edible. I have flown a lot of international flights mainly with Qantas and Singapore Airlines and i have never had a meal so bad - it was as if they were wanting to tell vegetarian passengers not to fly with them. The lettuce sandwich was the last insult - two pieces of bread with only lettuce in it wrapped in glad wrap - of course the lettuce made the bread soggy and wet and totally unfit for consumption. The airline staff told me they had no extra meals. I have had no response to the complaint I submitted on the flight about the food. Their staff took photos of the food to prove how inedible it was. Their treatment of me as a paying customer was inept, insulting and rude. I can not recommend Malaysian Airlines to anyone. Their deflection of blame internally shows the ineptitude of their operational structure and how the business is in desperately in need of good leadership and management. Philip Mitchell
30 March 2015 Guest
Dear Sir/Madam, I am really very disappointed with the service of Malaysia Airline ground staff in Kuala Lumpur airport. I had booked my parents ticket from Auckland to Mumbai via KL. My father is 58 year old and has problem with one of his leg and can only walk slow. We requested wheelchair, which was offered at Auckland Airport, but never provided at Kuala Lumpur Airport ? First things first, below are the points on how your staff has failed and ill-treated my parents : >> My father and mother were not even approached at KL airport by your staff, nor was wheelchair offered even after request. My parents were about to miss the connecting flight. What would have happened if they would have got stranded at the airport without phone and with language barrier ? >> The flight got delayed by almost 6 hours, and to top it all, they were not even offered any water (maybe a water bottle is expensive for malaysia airlines). They were sitting at the airport empty stomach, none of the airline staff approached them to ask if they were ok or whether they needed any help. To top it all, when they themselves enquired the staff on the boarding gate was very rude, as if he was doing them a favour allowing them to be there. Was he representing the true face of Malaysian Airlines ? >> On arrival at mumbai, the luggages did not show up and this has just added to frustration. And they were stranded again, filling out forms, etc., etc. I would not like to repeat the story. I really mean your company needs a revamp. Malaysia Airlines is already popular with all the news going around. I would expect them to deliver a world class service to regain the lost reputation. I had called up your call centre, and the operator advised to write an email for complaint, maybe the operator was representing true face of malaysia airlines Here is how Malaysia Airlines failed on their own general conditions of carriage : >> Clause 6.8 Reasonable efforts were not made to meet my parents request to provide a wheelchair. >> Clause 9.4.3 No compensation provided regarding delay of checked baggages. For all the ill-treatment, humiliation, distress during the travel, mortification from your staff who thinks he is a superior race, mental stress that has caused to my parents, I think I am entitled to my money back, so I demand full refund of the airfare. In the same amount of money, a ticket booked through Singapore Airlines would have been a world class experience for them. I also want an apology for the stress my parents have experienced through your third class (not world class) service. Please advise me if your are unable to provide an apology and refund within 48 hours from receipt of this email, so I can decide on my further action legally and/or through social media campaign.
30 March 2015 Guest
Lynn : Has anyone ever recieved a reply from the online complaints form on the Malaysia Airlines website? If so, how long did it take them to reply? If not, what did you do next to get through to them? The complaint is about a rescheduled and then delayed flight fron KL to London I have been phoning,e mailing, writing and facebook messaging MH since 13th. Feb.2015 about my delayed flights of 29 hours from London to Melbourne but have still not received a reply. Every time I phone I get an automated service who say they will pass me to an agent and then another automated voice says sorry we cannot answer your call and the line goes dead.I am beginning to think that there is no customer service department at all.
28 March 2015 Rohan desai
Me and my wife were on our way to bali denpasar via kaula lumpur from mumbai. They flight got cancelled from kaula lumpur to denpasar. From mumbai the airline counter assures us a hotel stay in kaula lumpur for the cancellation of the flight. On arrival to kaula lumpur at 9pm after sitting around for 1 hour finally our turn comes at the counter. The person at the counter Ms arzalita airport operating agent disagreed to give us a room and rather rudely tells us i can give you a lounge entry only, which if you want you can take or find your own way till the morning. After arguing with her for 5 minutes i asked her if i can speak to the manager; to which she bluntly said he won't come since he is to busy. Without an option tired and hungry we agreed to whatever the airline was providing. But to our shock the lounge entry was available post 12! So no rooms no food we were sitting at the airport helpless for over 3 hours! This by far is my worst experience with any airlines and i highly recommend to be ensure this airline is your last option while traveling.
24 March 2015 Erich Baier
My wife and I flew from HKG to KUL on 2/23/2015. We had paid for upgrades and our bid was enough to get upgraded. The plane was brand new, the service was good. Besides one other passenger we were the only ones in Business Class. Unfortunately we did not see the mileage credit for this flight on our American Airlines Summary yet. I did submit a claim just today and will see how long it will take to receive actual mileage credit.
19 March 2015 Gary Parmley
Hi, Malaysian Airlines Customer service....now there is series of words which don't fit. They are, without doubt the worse airline I have ever travelled with in terms of trying to help their customer. They say all the right things on their websites but in reality they never respond to an emails/telephone calls in order to help resolve. After 3 months of my own relentless of trying to get them to answer me, including emailing the Customer Service manager, Dato' Mohd Salleh Ahmad Tabrani I eventually got a person from customer service to contact me about my problem, a person called Engu Chong Gin, Customer Care Executive? However, after waiting 3 months and countless hours (the last count was over 24 hrs spent ) I got nowhere in terms of what they offered, even after they agreed it was their fault . they then had the audacity to say I hope you fly with us again! Honestly they have no idea o how to run a international company. Regardless of there recent unfortunate problems, they just are so poor. All companies have their problems and do mistakes, however one sign of a good company is how they deal with it and how they keep their customers, despite making mistakes. It is no wonder MA are losing customer fanbase and will continue losing money.
11 March 2015 Andrew
On 3-Mar, I was try many times contact with Manager located at Malaysia Airlines Office in Phnom Penh, Cambodia. But nobody are pick-up or return call (+855-15-546688). What kinds of customer service lines are provided by MAS? Walk-in thru airport MAS Office, and show my baggage damage report, they are take the copy and advice will contact me. But a week past, they are not action at all be taken. On 10-Mar, I tried contact the Manager mobile again, but also not pick-up. Call thru the MAS Office in town, but they are rejected my checking, asked me go thru airport office. From about case, seem the responsible between Malaysia Airlines in Cambodia are worse, and keep ignoring. Are this this service?