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Malaysia Airlines Discussion

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13 January 2016 06:01:00 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.

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12 January 2016 05:01:00 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.!!

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07 January 2016 11:01:00 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.

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07 January 2016 05:01:00 kevin

Hi does anyone know the new CEO's email address. Thanks

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06 January 2016 05:01:00 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!!!

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06 January 2016 11:01:00 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!

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04 January 2016 07:01:00 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.

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30 December 2015 02:12:00 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?

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30 December 2015 06:12:00 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!!

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26 December 2015 10:12:00 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.

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23 December 2015 11:12:00 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 :)

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19 December 2015 04:12:00 Guest

From BAD to Worst

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19 December 2015 04:12:00 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

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19 December 2015 03:12:00 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.

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19 December 2015 03:12:00 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?

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13 December 2015 04:12:00 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????

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05 December 2015 02:12:00 Neha

WORST CUSTOMER SERVICE EVER- DO YOURSELF A FAVOR AND NEVER FLY THEM AGAIN

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03 December 2015 07:12:00 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.

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01 December 2015 09:12:00 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.....

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30 November 2015 01:11:00 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.

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30 November 2015 01:11:00 Guest

please understand that malaysia airlines is a bankrupt airlines. they dont have much money for maintenance or meals. yes their service is absolutely terrible but they are too poor to rectify things - it's just a waiting game until the airlines closes down. those still working for malaysia airlines are substandard staff who can't get jobs anywhere else so they dont have the right attitude. i dont recommend anyone to fly malaysia airlines since they are many other good airlines around flying into KL, also the airlines have so limited destinations that one can fly. i have changed my loyalty programme to airlines with greater destinations. my advise to all is that stop flying malaysia airlines completely (which i have done) and stop complaining about them - they are not worth it. please spread the news .....

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30 November 2015 06:11:00 Guest

worest Airlines is Malaysia airlines.Due to delay of flight from KL to hyderabd,even no food served

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27 November 2015 03:11:00 Guest

An absolute disgrace as a national airline carrier.Never again would I fly MA and I would encourage no one to fly with them. I have had no response to a complaint made following my flight from Narita airport to Kuala Lumpar on the 22 November 2015- MH 89. The cabin crews were rude and arrogant, treated the passengers like 'nothing'.One of them pour hot milo on me and accidentally the boiling milo poured on my thigh once i tried to move my things. Never apologise. Not helpful at all. I had asked for the safety kit, they told me - not available.What a poor MAS cant buy the simple 1 st aid kit ( suppose to follow the safety order of in flight travel- no standard operating procedure- claimed by the head of steward ) .Rude and Lazy cabin crew in abundance i. The non existent customer service department are either in undated with complaints.

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26 November 2015 02:11:00 Guest

terrible service from Malaysian airlines, they give you a run around for compensation inspite of committing in writing that you are eligible for delayed baggage compensation and then lie every time you contact them and then say the process take 2 months... is it ridiculous or are the airline staff being plain dumb..... If anyone has the contact details of the head of customer service pls share so I could call him/her and see if that would work...

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25 November 2015 10:11:00 Anon

Male check-in staff in row C is enjoying his electronic ciagerette while on duty. Just amazing how this country is still alive. Half- * citizens with half- * atitudes. Just plain and boring country.

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12 November 2015 08:11:00 Marjorie Davey

Having unbelievable difficulty trying to contact Air Asia in Australia. Tried everything endless times over. Made an online booking, money has been paid over, but no confirmation from Air Asia. Need URGENT contact please.

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11 November 2015 12:11:00 Stan Wynne

I have been looking without success to find the reason for MH3 cancellation from London Heathrow yesterday. Have monitored flight for past ten days and will be travelling on MH3 on Tuesday 17 Nov from LHR to Kl and the on to Phuket and with a stopover in KL on our return.

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05 November 2015 11:11:00 Guest

The Most Useless Airline and Customer service in my 40 years of travel ! and after all that they have Done and been through ~! And they do not reply to complaints because they are Bankrupt and don't i know it !

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04 November 2015 11:11:00 Anna

Purchased 3 tickets in March for December flights to Australia from Europe and received an email yesterday saying since AUGUST they no longer fly to Brisbane and therefore have re-routed me via Sydney which arrives 20.00 and flight on to Brisbane is 07.00 next AM and they won't pay accommodation! This despite extending the journey by more than 12 hours of a long flight anyway. Have offered a later flight out of KL so we can spend the DAY in a hotel room there should we wish at their expense. Finally offered to also fully refund but links below suggest this is untrustworthy. Sick of phoning Malaysia at my expense, at huge amounts of my time to try and make progress on changes to the booking in a way I can manage. How can airlines get away with these breaches of contract? You wouldn't accept or be offered a different product to what you purchased fully in advance by any other industry, I can also only assume this very late notice of the changes is to stop you cancelling and rebooking elsewhere because the offers for Chrsitmas flights are all now well over and you can't get The deals you could have a month ago. Never again is all I can say. Do not trust you will get anything you booked and paid for.

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02 November 2015 05:11:00 Brian Clark

I am unable to comment on what it is like to fly Malaysia Airlines as my first attempt to fly with them last month was cancelled a month before for "operational reasons". After being promised a full refund by Reservations I am still waiting for it two months later and all emails chasing this are simply ignored. Customer service is entirely non-existent and with the CEO threatening to cut staff by a third things can only get worse! The wonderful people of Malaysia desrve better!

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01 November 2015 06:11:00 Guest

An absolute disgrace. Never again would I fly MA and I would encourage no one to fly with them. I have had no response to a complaint made following my flight from Heathrow to Kuala Lumpar on the 29th August. They found it acceptable to run out of food, question me why I wanted a glass of wine and then pour coffee on me and not even apologise. Rude and Lazy cabin crew in abundance. The non existent customer service department are either in undated with complaints or simply don't give a * .

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26 October 2015 12:10:00 Guest

I have given up on Malaysia Airlines. Pathetic inflight catering, non existent complaints department and frequent delays are common issues. Plus reasonably expensive fares compared to other carriers. Nowadays when I need to book a flight, I will give malaysia airlines a miss. Dont even bother check their fares. After that why * time

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16 October 2015 08:10:00 Guest

This is reference to my recent travel with Malaysian Airlines for which I would like to file a complaint. I was traveling from Australia to India on 10th Sep 2015 flight no MH 0128 & had a transit in Malaysia for 36 hours. When I arrived in Malaysia I never found my checked in luggage & found out that it has been directly been sent ahead to India without any such information being provided to me. Now I arrived in Malaysia at 6 am on 10th Sep & my travel back to India was on 11th Sep 2015 at 18:35 which is more than 36 hours & I had no toiletries, no clothes & other important stuff. Due to this I had spent nearly 600-700 ringgits to organize all required stuff for my stay in Malaysia. I have already written to Malaysia Airlines on their website on 13th Sep 2015 & several mails to their customer@malaysiaairlines.com & their senior management team i.e. Peter Bellew & its been more than 1 month & no response or resolution on the given case. The details of mine are mentioned as below Name: Sachin Mehta Booking Reference No: WVBNW Flight Date: 10th Sep 2015 Seat No: 11 H Depart From: Melbourne Travel To: Kuala Lumpur

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14 October 2015 12:10:00 Guest

OMG.. Never!! Never!! .. once I flew 4years ago they lost my baggage.. returning to Auckland, I then vowed myself never to take MH. But on 17/09/2015 I thought why not give it a try again, as I got the date I wanted to travel through MH. So with a positive mind (fingers crossed) booked the flight. Flight was delayed in Auckland for 2hrs, this gave me a layover in KL airport for 6hrs (when originally it was to be for an hour), I was to land at my destination at 10am which gave me time to attend a wedding which was the whole purpose of this trip. No accommodation provided, no KUL ground staff was friendly, no meal vouchers was offered and on top of it, I missed the wedding. Spoilt my whole vacation. Called MH the other day and wanted to bring forward my return date, inorder to avoid the same fate... Pathetic customer service assured everything would find and they cannot change the date.. upon returning same fate... so missed 2 days of pay and leave.. complained to MH through Feedback, its been a week now, still waiting for a call/replay.. I have already got several people/colleagues not to book MH as we are approaching holiday season. I already got 8 of my friends and family booking out of MH and more to come.. I wouldn't want them to go through what I went through.. NO WAYYYY...

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10 October 2015 01:10:00 Rose

Never again!!. had been travelling for nearly 7wks and when we got to HK airport they told us they had cancelled our flight and rebooked it to the day before!!........via Sydney and a further 10hrs delay- waiting in airports> Finally got home but.....NO luggage!! 2days later after a lot of phone calls and chasing, luggage finally arrived. No wonder the airline is going rough-NOT impressed. Had 11 internal flights with other airlines and no probs until this last leg

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27 September 2015 09:09:00 Guest

Why does MAS require you to call them before you flight and ask for a kids meal???? This is ridiculous. No my 2.5 year old child doesn't want chicken with chilli sauce you incompetent flogs. Only airline I've ever used that asks you to call them to tell you a child's meal Is required. MAS. In order to buy a ticket for my kid I need to specify all his details including age. Work it out!!!!!

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27 September 2015 09:09:00 Guest

I flew on the "state of the art " A380 recently from Malaysia to London. Hostess were all good and flight was comfortable. By the end of the flight 6 out of the 8 toilets were out of order!! I remember when I first got on the flight I took my child to the toilet and the wall behind the toilet was breaking away. Not sure who is looking after maintenance but I think they might not be qualified.

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20 September 2015 10:09:00 charlish

I have just booked a one way ticket for a 5 week old baby from Bangkok to Adelaide and was charged a flat fee of 490 Australian dollars. Considering the baby does not eat drink or has luggage I think it is far too expensive. I will not be using malasian again

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18 September 2015 01:09:00 Guest

I agree with others about the terrible online booking system - worst ever experienced and I'm a frequent traveller. Despite misgivings in light of recent incidents and some concerns over its financial stability, I tried to book a flight for our family of four as it had very good flight times and connections. After entering all of our details, the system crashed when I tried to proceed to payment. Unfortunately when I tried to rebook the cost was $1000's more. I called their customer service and after an hour of waiting and providing details including credit card details they couldn't book the flight at the lower price (even though I sent screen shots with the price and error message). They advised me to send an e-mail and that they couldn't transfer me to anyone who could discuss the problem (only e-mail). More waiting and the final response is that the booking engine is live during the time you enter your passport details and prices subject to change (within those minutes you are in booking). What a * of time - never again. Will go back to more reputable, customer focused airlines.

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18 August 2015 09:08:00 Guest

I took a flight on 4/8/2015 from London Heathrow to Kuala Lumpur (MH 0001),check in at 8pm as the departure time is 10pm. At 9.45pm the gate still not open! At gate 6 finally open but it 10 pm and announced 30 minutes delayed. Been waiting more than 30 minutes then finally allowed family with children get in first. As soon as we walk in the plane you can feel the heat with no air... The captain announced that the air conditioning is not ready so they open all the doors to let the air in to make it cooler. It took more the 2hours (delay)!! The plane was so noisy,head phone is not working,reading light not on and the toilet was blocked!! 2hour just before landing,we having meals and suddenly the plane was like a roller coaster and make everyone sick! There was a guy in front of me was picnic attack and ask the air hostess for help but no one care! Such a bad service and no manners!! After safe landing we thought we can get out of the plane but was waiting for quite some time the captain announced that the plane door is shut down due to no power and waiting for the engineering to get the power on....they were no air at all. Still waiting with no answer till the captain announced again and said he going to change the plan is shut down all the power (turn off all lights) and told have to carefully walked out in the * !! Finally one by one passenger walk out the plane!! Suppose 5.25pm arrived but it was 8.30pm!! No response from Mas!!

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14 August 2015 09:08:00 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.

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09 August 2015 10:08:00 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!

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31 July 2015 10:07:00 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'

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26 July 2015 05:07:00 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?

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18 July 2015 01:07:00 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..

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17 July 2015 09:07:00 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.

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16 July 2015 06:07:00 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.

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10 July 2015 10:07:00 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

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12 June 2015 09:06:00 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?

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18 May 2015 02:05:00 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!

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