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Malaysia Airlines DiscussionRegistration Login
13 January 2016 Guest
I cannot emphasise enough how disappointed I am with Malaysia Airlines customer service. Last month, 64 hours before our flight we contacted Malaysia Airlines regarding a different matter to be told our upgrade had been accepted. Much to our horror when we asked we were notified that they had removed $1400 ($700 each) out of our account without our knowledge! There had obviously been a massive mistake as we were under the impression we had only bid $70 each and could never afford this. When we attempted to contact Malaysia Airlines in a panic we were given absolutely no help at all. We requested on numerous occasion to be downgraded and refunded as there had been an obvious mix up and we were now left with no spending money but our pleas were ignored. We were notified that we could only cancel our bid up to 72hrs before, but also that you do not get notified that your bid is successful until 48hrs what kind of system is this? Due to this we have now gone into debt as we had to borrow money to live off of. I was warned many times not to fly with Malaysia Airlines but thought I would give the airline the benefit of the doubt.....this was my mistake!! On top of all this when we got to Kuala Lumpur Airport for a 7hr stop over we were told by your staff that even though we were told in Sydney we'd be allowed access to the lounge that this was not the case as our upgrade was only for the first flight. Your staff then informed us that they would put us up in a hotel but we would need to go to the ticket desk in arrivals to get the details etc. After going through immigration we turned up to the ticket desk which to our disbelief was closed for another 2 hours. When it finally did open we were then informed that actually we were not being put up in a hotel and so had been clearly lied to. I can not tell you how much stress and worry this airline has caused us. We saved all year to be able to afford this holiday and it along with our Christmas was ruined. You have now left us with no option but to take this further and we will be contacted Fair trading. I can not warn people enough not to fly with this Airline now. After all your troubles over recent years I would have thought you as a company would be trying to restore peoples faith and trust in your airline but clearly not.
12 January 2016 Guest
booked and paid for flights from Perth to KL then into Paris and all was confirmed. now get an email saying they have cancelled flying into Paris. will go to heathrow instead. Have hotel reservatiions in Paris so dont want to get on another flight having flown from Australia and wait 3 hours to get it by the way to get to Paris! can I just cancel with them and get a refund? this is terrible service from an international airline.!!
07 January 2016 Guest
It started with dirty torn and broken seats and ended with them not informing passengers that they would not be carrying their luggage home due to headwinds 4 days later and still waiting.The list of errors would be too many to list ,suffice it to say I will never fly with them again.
07 January 2016 kevin
Hi does anyone know the new CEO's email address. Thanks
06 January 2016 Guest
most pathetic phone service ever!!!! there is none..just try it.. you are on hold for HOURS!!! and wrong people answer who don't care less… they have gone downhill fast..they don't care one bit now..i have been trying for 6 days..yep..6 days to get through… worst customer service in the universe!!!
06 January 2016 Passenger
Flew from KL to Paris 4January on MH20. We were not told we were only able to have carry on luggage. They have our email address and mobile telephone number plus accommodation number but no word from the airline and they don't answer their phones. We leave tomorrow for London. Will our checked luggage follow us around the world? Reading other posts people are still waiting on luggage from December! Very poor service and wonder if compensation will ever eventuate!
04 January 2016 Guest
Traveling with MAS from KL to Amsterdam on 03 January : they "forgot" to take the luggage of ALL passengers!!! No announcement was made during the flight of 15!!! instead of the usual 12,5-13 hours!!! Everything must have been carried out with a pre-occupied plan as there were also not enough meals were on board. Christoph Mueller has received his pay-check and golden bonus from Emirates so who cares about customer service and winning back clients with a new extensive net-work as they market it: meaning even more delays and inconvenience due to extra stop-overs and closing down of direct flights on major routes. Nobody understands the way MAS is managed now and I would everybody suggest to avoid flying MAS as it's down-schaled to a 2-3 star airline nowadays.
30 December 2015 Guest
Flew with MAS from Finland to Bangkok arriving on december 16th. Still haven't got my luggage. Have been trying to call/email/use web form, but no answer from Malesia Airlines. Now they sent me an email (yes, from a system you cannot reply to) telling they've found my luggage and need me to contact them and arrange delivery. Seriously... How am I going to do that when you refuse to answer my calls? You have my phone number, why don't you pick up the phone and call me, as I was promised upon arriving?
30 December 2015 Enrich Platinum member
Well, I think the time has come to finally bid Malaysian airlines farewell...After flying with them for 10 years, the last 4 as Platinum member. Unfortunately I have seen them go from being great to terrible. I have always stood up and supported them but after my last flight (KL to Sydney return) I have to admit that it is very clear how this airlines has gone backwards. Service used to be their strong point - its is now terrible...and the food...really?? Staff seems lost with no direction coming from anywhere...and it is obvious that they are using new inexperienced staff. I wonder if Mueller has ever flow economy? Booking kids meals, then told they don't have it...just not good enough. what is annoying is that I have been a loyal customer for 10 years...and now I have to change my airline (find a new one) and fly extended routes via Singapore or HK. Talking about routes...I have seen major routes cancelled over time, LA, Cape Town direct, now Amsterdam and Paris. MAS has just become a badly managed airline which now really should just focus on domestic flights battling it out with Air Asia. Value has become low cost, just drop the prices now...I'm out!!
26 December 2015 Guest
Recently flew MAS on the London-KL route. Had a terrible experience upon check-in. We were told by the MAS check in counters in Heathrow that our reservation was not in the system. Apparently MAS has released our seats because they THOUGHT that we did not proceed with our first lag of the flight. Not only that, booked tickets in January 2015, and paid extra for the upper deck economy seats on the A380, only to be given seats on the lower deck. In flight service was sub standard too. Was very disappointed and felt cheated. MAS, if you are reading any of the complaints here, these are not the ways to treat your customers.
23 December 2015 Indrajeet
HI, I lost my luggage on Malay Airlines while coming to mumbai. its been 6 days now and the online tracker still says "located, pending confirmation" i spoke to their office in KL and they said they have directed the mumbai team to deliver that to my place. however, the mumbai office telephone is not attended by anyone and i have no clue what to do. I am planning to go to the airport to collect the bag. Please suggest if this is the right step or should i wait or any other way to get the bags. btw. i have also written a fire mail to their COO Mr Peter Bellew :)
19 December 2015 Guest
From BAD to Worst
19 December 2015 Guest
Guest : Travelling the first time with Malaysia Airlines , and will be the last time. They really need to take a good look at their services if they want to win back customers. Agree
19 December 2015 Guest
Travelling the first time with Malaysia Airlines , and will be the last time. They really need to take a good look at their services if they want to win back customers.
19 December 2015 Sandeep
Worst airline ever. I boarded from Sydney with final destination as Mumbai. They gave me boarding pass from Sydney to Kuala Lumpur but didn't gave me from KL to Mumbai. At the checkin they told your seat from KL to Mumbai is confirmed but due to some reason I can't print boarding pass. Your pass will be ready at the gate when you reach KL(I confirmed it twice) . She also gave me receipt of my luggage till final destination. At KL they said that flight is overbooked and we can offer you a flight only after 24 hours. They kept me 24 hours at hotel. My cousin who drove 350km to Mumbai to receive me at Mumbai airport. He also had to * 24 hours and had to take hotel. This is today's issue and I am still in KL. 12 more hours to go. Can anyone suggest if I can ask for compensation for wasting my 24 hours from my holidays and trouble to my relatives for domestic travel?
13 December 2015 Guest
This airline is not getting better, it is getting worse. Christoph Mueller, as CEO, what are you actually doing in the way of customer service????
05 December 2015 Neha
WORST CUSTOMER SERVICE EVER- DO YOURSELF A FAVOR AND NEVER FLY THEM AGAIN
03 December 2015 Guest
Hello, I am now very worried about return to France coming up with MH (Dep 17 Dec return 7 Jan). I have noticed that MH20 (KUL - CDG) has been cancelled 3 times in the last week. I cannot find any explanation anywhere on the web , no reports in newspapaers and nothing on the MH website (not that I really expected anything there ;-p ). Is anyone able to provide any information? Also, like Er Yan Shuen, we booked and paid in March based on travelling on an A380, so I am a little disappointed about the change back to the older 777. I notice that he A380s are almost exclusively used on the KUL-LHR route. Anyway, if someone is able to let me know what is going on that would be appreciated. Thanks in advance.
01 December 2015 Ivan Er Yan Shuen
Er Yan Shuen I receive a message from MAB few days ago (20 Nov 15), regarding the changes on my scheduled time and aircraft operating from Paris to KL on MH 21 - Jan 2016. (Booking Ref: KH4NC & KM0GF) We are totally disappointed with this changes especially on the downgraded aircraft A380 to B772. The reason why we choose to fly with MAB is to enjoy our flight in the A380 carrier. We can't accept it and we felt being cheated. As you already know, the B772 aircraft belongs to MAB has quite some age between 11 to 18 years. (Refer to the attachment) We purchased the tickets as early as in March 2015 upon knowing that it will be the Great A380 flying. This is not about 1 person affected, it is 8 of us travelling with MAB. We have planned everything and pre-booked all the accommodations, transportation tickets and etc. As from the notice, changes were effective from 4 August 2015, its even months before we have even purchase them. As for my rights as a customer, I seek for a compensation towards this changes which i am disagree with. Unlike · Reply · 1 · 14 hrs Malaysia Airlines Malaysia Airlines Hi Yan Shuen, thanks for reaching out to us. We truly apologize for the inconvenience and we do look forward to have you on board with us despite the change of aircraft for the flight. Unfortunately, in our terms and conditions, there is no specific promise to operate a “Particular Type” of aircraft. However, your safety and comfort is utmost prioritized. We look forward to have you on board with us this coming January. Have a good Tuesday, Yan Shuen. Thanks, Felicia Like · Reply · 2 hrs Ivan Er Ivan Er Malaysia Airlines Please don't just answer me your "Standard Answer" this is not the right way to treat your pre-pay customer, you just metion about safety and comfort..... look at your customer feedback, all is complaining B772 is old, dirty and uncomfortable, safety????? ask the people you knew.... they will answer you with some sad story..... I'm been given more then a week time for you all come up acceptable solutions, but look like you all try to ignore the problems your company made, don't forget we got the prove to showing that the aircraft we booked was A380, if follow your logic means "You saw someone selling an apple, you pay money for an Apple, end up you get an Orange, you still can accept it?" ...... I think is a time to share this to the whole world. Let the public to judge.....
30 November 2015 Guest
from bad to worst - an ailing airlines with bad meals, service, aircraft and destinations. it should be closed down and path the way for capable airlines to take over.