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the toll free no. 1300 88 3000 and 03 7843 3000, is a waste of time trying to call. its never attended except for recorded voice instructing you to press this button and next button which lead you to a complete cut off. MAS should seriously consider a better process than this as this is super frustrating.
similarly, trying to do a online check in. its near to impossible too. sigh...Sarah 12/10/13 7:04PM
i using mas wing to fly to sabah by 2nd of dec,but my luggage delivery to kch...finally they send it to my hotel n the nxt date frm miri to limbang by 3.50pm,i request ticketing counter change to early flight wif 11.50am,officer ticketing ask me to mas counter 4 located at miri ,Sarawak,the officer still process for me will original flight...once i into the boarding gate is been reject...i believe the counter office was not paid attention to me whn i spoken to her....finally,i going to see the Officer name. mr niggo at miri Sarawak airport,his told me was my fulse...i cannot this all happen to my two day business trip...and i cannot and disappointed to mas airline services....only one word from mas airline staff said ..is ur own fulsetingchuching 12/3/13 9:43PM
i booked a flight to australia. Leaving KL at 2210
They sent me an email changing my leaving flight from KL to leave at 23.45 saying "if you accept this please ring". I of course didn't ring because i didn't want to change it. Who wants to add another hour and 35mins waiting at KL, when you are already waiting 4hr 30mins at the airport. They changed my flight anyway and when i rang to complain they said even if your email may of said "ring to accept the changes" you should of rang anyway! I've written to customer complaints but no reply of yet. Has anyone else had this problem?tik 12/2/13 8:13AM
My wife and I have flown with many carriers over many years. Our experience with Malaysian Airlines is one, however, that we hope to forget.
Our problem was not with the air staff who were great. Our problem arose when the airline decided to change the day and time of flight as well as the stopover. When we complained well ahead of our return trip the public relations officer planned politics with us and did everything other than the options we gave him: to return the flight to what we had booked or to refund the return trip portion of the fare and let us rebook with another carrier.
The fob offs and denials went on until the day of the flight and we were compelled to accept the ordeal. To add insult to injury the airline then also changed our pre booked seating to the worst seats in the plane...the last 2 seats adjacent to the toilets - when there were plenty of free seats all over the plane.
When we got back to Australia I demanded a refund but was met with the same used car salesman rhetoric. So we listed the matter with Fair Trading and let it be known to the company representative that we were prepared to return to the commission as many times as required realising that this would cost the company heaps. They relented and we settled on most of the return fare. After the hearing the representatives were on their way to the next hearing and it appeared that the conduct of the company resulted in multiple actions.
In my opinion, for what it is worth, AVOID THIS AIRLINE as the problems we had indicated to me that the carrier, whilst having a good reputation in the market place, is only going to be good UNTIL A PROBLEM ARISES. Personally I do not book flights to go through what we endured and I am sure that I am not alone in this.mick 11/30/13 7:02PM
Very sad to comment that MAS being our national airline have yet to progress and win back it's customers confidence with it lackadaisical attitude and this experience with your Call Care Centre 1300-88-3000 is really a nightmare.
No return calls was ever made as being promised by your recorded message despite my attempted calls for several days - what a shame. This contradicts your MAS Attitude Motto: Couldn't Care Less or was it being interpreted as couldn't care much about customers complaints, emails or feed backs?
Kindly refer to my email on 25.11.2013 (Monday) pertaining to the References:alen 11/26/13 8:51PM
Below is an email I will be sending for the rest of the week until i receive a reply. Malaysia Airlines are the worst company I have ever dealt with for customer service. They actually don't have customer service, you just get ignored. Seriously consider booking with somebody else, regardless of cheap flights, they are completely taking advantage of customers!!
I contacted you weeks ago and have still not received any form of resolution, offer of compensation or closure regarding my future flights. I am seeking legal advice and will likely be contacting my media consultant friends depending on the response I receive from this email. I first contacted Malaysia 3 weeks ago. All I have received are badly worded attempts at palming me off with hollow apologies and delays.
Please note that this email will also be forwarded to legal advisers as I feel Malaysia Airlines have had ample time to deal with this matter and have failed at every stage. Therefore I want a third party to witness the lack of care and consideration Malaysia Airlines holds for it's mistreated passengers.
Below is my original message, again!
Dear Sir/ Madam
After purposely arriving at Heathrow airport at 7am on Thursday 31st of October, whilst queuing for check in I was handed a piece of paper stating that the flight to Kuala Lumpar (MH0003) was going to be delayed until 17:40pm due to "Operational reasons". As I'm sure you can imagine this was a huge inconvenience to everyone. Personally, I had especially made sure to have only a small amount of sleep so that I could attempt to sleep on the flight and counteract jet lag. So with just 3 hours sleep under my belt I had to wait until 18:30 to depart, not 17:40 as stated on the memo. To add to this, there were no offers of a private or quiet waiting lounge, that was only available to select customers. I would have thought after delaying a journey for very nearly 8 hours, the class of the customers would be secondary to making up for the inconvenience the airline had caused "ALL" of it's passengers. I found this behaviour both disregarding and discriminatory to be completely honest.
The delay of the MH0003 flight meant that my connect/onward flight from Kuala Lumpar to Brisbane was going to have to be rebooked. Meaning that my initial booking to depart from KL on 1/11/13 at 09:45 was now rescheduled to 09:45 on 2/11/13. For the record, that is a 24 hour delay. I purposely booked my original flight times so that I would be able to meet with a business associate in Brisbane on the afternoon of the 2/11/13 before he left the country that evening. As you can see, even more inconvenience and disappointment.
After landing in Kuala Lumpar, exhausted, I was told that a hotel was going to be provided for the night and transfers etc were included as a gesture of goodwill by the airline. I would have preferred to have been halfway to Brisbane but a hotel close by where I could crash out was the next best and only other option. I'm not sure why we were then driven nearly an hour away from the airport to a hotel that was, in my opinion, an attempt at making us forget about the inconvenience. Personally I find it more of a risk to have been driven all of that way rather than just being taken to the nearest decent hotel so that people can rest sooner and for longer. Not taking anything away from the service of the hotel and how impressive it was, but the fact that we were there for around 12 hours, and most of those hours were spent sleeping, seemed absolutely pointless to me and an unnecessary risk, not to mention added stress.
And finally... Luggage.
When I landed in KL I made sure to go over to the baggage reclaim area where the bags were being offloaded to make sure that my case was going to be forwarded on to Brisbane. I got there and noticed my suitcase was sat in the middle of a busy area unattended. I asked a nearby Malaysia airlines representative what was going to happen to the cases and he ensured me that they would be loaded onto the flights tomorrow morning and that we had nothing to worry about. After having my luggage lost by another airline back in July I was rightly skeptical. Unfortunately, not to my suprise, I arrived in Brisbane 24 hours later than expected to find that my luggage was still in Kuala Lumpar.
The people at the baggage reclaim desk at Brisbane airport were very helpful and requested the luggage to be sent from KL and it arrived the next evening but couldn't be delivered until the day after because it was so late. So my baggage arrived eventually at my address 40 hours later than me and 64 hours later than originally expected, and to top the whole experience off, my case arrived with a complete crack through the top part of the shell where the upper handle is located.
I would appreciate it if somebody from Malaysia airlines could respond as soon as possible concerning this, I would very much like to get on with my trip and not have to be reminded of the calamity of this whole situation, not to mention that due to the prolonged journey time, I am having to deal with the worst case of jet lag I have ever had.
In nearly every aspect of customer service Malaysia airlines have managed to cause me either stress, anxiety or disappointment. I feel that the service provided to me was repeatedly, completely unacceptable, therefore I am requesting full compensation and feel well within my rights to do so.
RegardsRJP2013 11/26/13 8:21PM
My wife and I took a flight from Medan, Indonesia back to Kuala Lumpur. We did not lock our check-in luggage
When we got home my wife found that her bottle of perfume which she had put among her clothes was missing from her luggage. Only the empty cardboard carton was found on top of her clothes. It was an opened bottle, three quarters full.
Then I discovered that my bottle of cologne was also missing from my luggage.
My flight details are as follows:
Medan Kuala Namu (KNO)
Fri, 15 Nov 2013, 15:50 Kuala Lumpur International Apt (KUL)
Malaysia Airline System Berhad
Equipment type: Boeing 737-800
I hope MAS will act on this. I am sure there will be others who may have similar experiences but have not bothered to provide the feedbackJoePaul 11/25/13 3:42AM
Greeting To Whom It May Concern.
My name is Mdm. Chung Shuk Shee I'll here writing in is to bring an attention to your company how unsatisfied my experienced with your ground staff in KLIA.
I was travelling back to my home town on 13 Nov 2013 (Seat on 10A ) which. Upon my journey reached KLIA. Halfway, I received your airline message at 07.29am via my mobile saying that flight retimed I helped myself to check in via 1 of your hall KIOSK machine. Â¡Â°PRINTING IS OFFLINE " when it came to part of printed out boarding pass. Leaving me no choice but to have seeks for the ground staff, I managed to reach out 1 of your ground staff in blue uniform and she is wearing a blue colour ofÂ¡Â¯ and blue colour T shirt and black pant. Her name is Emma. Thank you to her assistance I went through again another KIOSK machine to log in again. Still the same message it came out. So I was wondering how am I going to walk around with 2 luggages and a box in the arrival hall while waiting the retimed time to open for the check in process. The time checked then was only 09:00AM. Luckily when Emma returned she said that now may do the check in luggage via all channel B counter. I thanked her again for her kind effort. She was such a sweet and a good helping handÂ¡Â¯s girl.
Then I made my way to line up and waiting for my called to check in my stuff. There was this Malay Lady wearing Â¡Â®tudungÂ¡Â¯ at Counter B4 called for me. As I walked heading to her counter. She was starring from the tip of my hair to the end of my toe. 2 times. I explained to her that I have checked in 2 times in the KIOSK machine and it was operating offline when come to the printing part. In my hands I held 2 piece of paper of my travelling document: 1 is Travel Itinerary Receipt from my computer and 1 is my Boarding Pass which I had checked in ex Sandakan port. As I handed over my Travel Itinerary Receipt to her. This Lady just simply grabbed my right hand paper and she said " Ini kan itu kertas BOARDING PASS? " oh yes did I mentioned that her face what so all over it. Thought as she so knew every single thing and just to find out it was already being used - BOARDING PASS IN EX SANDAKAN AIRPORT. ?" I could tell you all that how shocking her face was when she saw the paper she grabbed and the words came from me. At the same time, there was another ground staff in the same Kebaya like her sitting right next to her counter B5. Another guy in white shirt and black pant stood behind her table and somewhere between the belts for transporting those luggages. Plus a very very long line of passengers which all nicely standing behind of me and enjoyed the show.
And please bear in mind ladies and gentleman I was communicated with her in International Language. How could she just simply do like that?? Please do tells me? Fine maybe this Lady doesnÂ¡Â¯t really speak English words very well I told myself in my heart. Later I communicated again with her in Bahasa Malaysia. " Kan tadi saya cuba nak jelaskan bahawa mesin kamu OFFLINE. Saya cuba check in 2 kali, tapi tidak dapat print. Itulah sebab saya tengah bagi kertas Travel Itinerary saya kepada awak. Yang kamu pergi tarik kertas lain saya buat apa? Â¡Â°
This Lady hasnÂ¡Â¯t a choice but to return my paper to me. And I saw her mouth was mumbling on some words and she gave me a very harsh eyes contact while collected another paper from my left hand to further the process. Then, this Lady asked whether I have any checked in bag. So I lifted up 1 box of full of dried food stuff and 1 of my Purple check in bag to the measurement belt area which was the area next to her counter. Again this Lady asked me to put my last trolley bag to the belt for measurement and ready to tag in. I told her that my black cabin bag is going to cabin as inside I have this fragile stuff it will definitely break. But she refused on my words even I have made myself clear again over and over again that my items is very priceless that why I have to carry it with me to the cabin and not checked in to the cargo as I'm afraid it. This Lady still insisted to weight my cabin luggage and she reminded me about it only may carried 7 kg in the cabin aircraft. However, this time she replied to me and speaking in English. So now you know how to speak in International Languages? EmmhÂ¡Â
Finally, I put my cabin luggage to the belt. She gave me an annoyed smile and face expression while saying that my all luggage had excess the limit of single passenger. So now this Lady wanted to charge me for RM90.00 for my luggage. I was so confused because at the first place when I placed my box and a purple luggage to the measurement. The weight is still in the average of my allowance. Later, with my cabin luggage now she said she needed to charge me. Again I confronted her that how many KG did I really excess? This Lady said all in was 42KG. You must be joking for 42KG that how this Lady calculated every extra 5KG is RM30.00 ( 42KG Â¨C 30KG = 12 KG. So every additional 5kg is charge RM30.00. So now 3 times excess 5KG is equivalent to RM90.00 ) I assumed that how she counted.
Strange IÂ¡Â¯ve been reading over and over again regarding this MH passenger luggage allowances at your online web site. Checks with a lot of other friends who was travelling with check in bag and cabin bag. They all also did like what I did for my flight. Â¡Â°IÂ¡Â¯ll read your company guideline for passenger check in luggage to the cargo was entitled for 32KG for Economy Class. If you said IÂ¡Â¯m excess my allowance of carry. WouldnÂ¡Â¯t it only excess 10KG? How you do the calculation?Â¡Â± I said to her. While the next counter staff also present her face sitting nicely in her seat in Counter B5. Â¡Â°How many KG exactly when I put my box and Purple check in luggage? And now with this black cabin luggage itself is how many KG? Â¡Â°I asked again.
The Lady refused to look at me and bend her head low on something she tried to work over on her counter. As I lifted my head and I saw that she was writing on a small blank white paper with pencil. The first word is 42 then 30 something and later 32 and so on. IÂ¡Â¯ll been looking at her for than 2 minutes. She still remained her post and calculation. Better still now she was counting with her 10 fingers. Oh my god how she actually perform her working task daily? If you not very good in dealing with number get yourself a calculator and do not embarrassing me when I have asked you twice and yet you could still act like you donÂ¡Â¯t hear anything me. So IÂ¡Â¯ll give her a helping hand here. Â¡Â° Cik, kalau 42KG tolak 32KG. Yang tinggal hanya 10KG sahaja. Â¡Â°This Lady looked up and seem like she got a shock in her life. Then, she said she needed to charge me only RM60.00. WHAT?? If here you mentioned only may hand carry 7KG into the cabin per person. So I was left or rather excess 3KG only. How on earth you do yours math calculation?? And how you passed your on ground training? So simply and yet you made it such a big huh ha thing?
Okay cool. I asked her how to settle my issues now. The Lady looked over my cabin luggage and she said Â¡Â°You take out something and put it into the big check in bag.Â¡Â± Pointing from my black cabin luggage to the purple check in luggage with her finger. Fair enough as she given me a solution. So I opened my cabin luggage and scanned all over how to separate the item? Because I have 1 half size of the cabin luggage was my toiletries bag. 2 big mug which I had in conjunction with festival of the Oktoberfest 2013 which I carried all the way from Kuantan, 1 Canada Leaf handmade porcelain with 2 little bird mounded on it. 1 body towel. And last but not least a few pieces of clothes I putted in to support my fragile stuff. I tried to take out the 3 fragile items. And placed it into my recyclable bag and placed it on the weight belt to find out whether it was acceptable.
The Lady said not enough and encouraged to put some more in. After some time of packing in and out just to adjust the measurement again and again and again. I gave up. I donÂ¡Â¯t want to debate this weight thing issues anymore. Do you know how much of tiredness and frustrated IÂ¡Â¯m. I was while awake at 2 in the morning because I was excited to flight back home to see my hubby and present him the gift. My cab was arriving at 7am. So IÂ¡Â¯ll took my time nice and steady to dress up and finalize my packing to ensure that everything in secure and wonÂ¡Â¯t break by the time I reached home. And yet faith came to test my patience.
I asked the Lady about how safe and secure it was? And would you assure that my stuff wonÂ¡Â¯t break since you insisted to check in all mine luggages? She replied with confidence Â¡Â°DonÂ¡Â¯t you worry about it. Because I put a big FRAGILE tag on your bag. So you have nothing to worry about. Â¡Â°Great since the Lady said like that. My thought was perhaps now the airlines have amended their new policy. The Lady tagged 2 luggage and 1 box plus giving me a paper to do my paid at Counter G9 or H9 ( I canÂ¡Â¯t recall that well ) And of cause the extra allowance I did paid for RM30.00. Plus collecting my ticket over there. But certainly IÂ¡Â¯m sure about the ground staff who dealing with my payment was a Chinese guy. Settled my payment. He handed me my boarding pass.
After that, went through the scanning area. At last, walking to the designated Gate A3. Again I received your airline message at 10.25am. ( REGRET YR FLT MH2710/13NOV IS FURTHER DELAYED, DEP KUL/02:15PM ARR SDK/05:00PM ). Again with disappointed heart, I walked myself to the transfer counter which along the way to all of Gate A area. To further inquired about my flight time again. Here, there was another Malay Lady who double checked over her computer and acknowledge about the delayed. She handed me a Lunch Voucher and told me that this voucher only may redeemed at Burger King, Deli France and McDonald. However, this restaurant was allocated in the Arrival Hall. You must be kidding. Just completed a hustle of morning and now may considerate getting easy. And yet you still want me to walk all over there again? All I ever wanted was sitting nicely on my seat and have my beauty sleep. I couldnÂ¡Â¯t be bother that what sort of meal you serving in my flight. Now flight delayed second time and still needed to go all the way out again to have my lunch. And what again finished and walked all the way again here to reach Gate A3.
IÂ¡Â¯ll took my time to rest at those nearby seat while waiting they opened the gate for boarding. I prayed that all my stuff shall be in good hand of your company. At 13:40PM I could see a lot of passenger marching to Gate A3. But to my surprised there was not 1, not 3, not 10 but a lot of passenger was holding their belonging like 1 cabin luggage and it seem like even bigger and heavier than mine? 1 backpack. 1 handbag. 1 laptop bag. Some may even came with countless shopping bag with them and etc. How come they may carries a lot of hand carried allowances and passed through the ground staff? While I only have 1 cabin luggage also needed to force to check in and paid for my extra allowance? Could you please explain nicely to me that what was really happening here?
Board the plane. And with my tiredness journey back home. I have so called finally reached my destination. Upon collected my luggage. I heard the broken pieces of glasses in my cabin luggage as I lifted it up from the carousel. I opened my luggage and guess what I saw? 2 out of 3 pieces of my fragile item is now broken into pieces. Please give me any reason that I shouldnÂ¡Â¯t be angry about it!!
I reached to the Security Officer, Mr. Ani his name to appoint my problem. He smiled and directed me to the MH Handling Officer, Mr. Jaini.
Mr. Jaini was busy engaged with another passenger who suffer the same faith as IÂ¡Â¯m. He came to me right after he have settled the first issues. Mr. Jaini immediate extended his truly sorry for me as seeing my item broke into pieces. He explained to me that FRAGILE item was Â¡Â°NOT TO BE CHECK IN Â¡Â°to the cargo and the ground staff ex station should be well aware and alert of it and the consequences. And now MH carried a policy whereby Â¡Â± BROKEN ON FRAGILE ITEM IS NOT COMPESATE AT ANY COST. Â¡Â° As well as showing me and my hubby a placard of The Mishandling Policy by MAS. Of cause I did the entire necessary thing to log in for a Property Irregularity Report (PIR) to just back up my incident and losses.
Now I have an issue to voice out:~
1. If you know your airline procedures and guidelines well. How could you insisting me to check in my FRAGILE item?
* If the fragile item I carry by myself. And if there is anything happen by accidentally. At very least it was held my hand. IÂ¡Â¯ll the one who fully take responsibility of it neither you nor the airline to call in count.
2. Promise me that my item is safe and securely take care with your RED big FRAGILE tag?
* End up comes in broken pieces. Promise leaves empty promises.
3. Dare to charge me for overweight and do not allow me to bring in my cabin luggage?
* If fact my purple check in luggage and dried food stuff isnÂ¡Â¯t overweight. I noticed around, even bigger and heavier luggage also found in my flight cabin. Now my stuff is broken into pieces! Could you bring back my broken Oktoberfest 2013 mug and Canada Leaf handmade porcelain deco to me?? Â¨C You canÂ¡Â¯t.
4. If you ask me do you have a good experience flying with MH?
* I would like to express my expectation with fully disappointment, sad and deeply angry. This will be definitely my worse flying experience with MH. First of all encounter with your unprofessional ground staff. DonÂ¡Â¯t know why love to stare from head to toe and from toe to head. Without even smile and do greeting to me as a passenger and this is basic ethics? Especially serve as frontlines. Do you know that starring at people is very rude bodyÂ¡Â¯s gesture? And I hope The Lady finally knows. IÂ¡Â¯m so regret that I didnÂ¡Â¯t snap a photo of the ground staff together with her name tag on it. That why, it leaving me no choice but have to address her as The Lady and This Lady. I deeply apologize for that. I believe my experience is well to know because IÂ¡Â¯ll have been taken for granted.
I sincerely hope that you may look into my issues seriously and IÂ¡Â¯ll expecting your favorable reply. If you looking forward to minimize the incoming of compliant regarding the Mishandling Issues. Definitely helps your airline to save the unnecessary cost.
P.S : I will publish the article you reading now to public including your MH Facebook Page. Customer Service Line and some other source. To bring out the awareness to the public. They deserve a good lesson to learn and especially for those whose travelling with MH. At least their privilegeÂ¡Â¯s is not been taken for granted.Chung 11/23/13 1:34AM
1 Nov 2013
Flight from KL 7.45 pm to JB and it was delay at 8.10 pm. I were there early for check in and were waiting at B2,but i was wrong because B2 was meant for flight to penang There was no announcement of changing the gate!. I have to ask around and the staff seating at the gate were not friendly....and unprofessional. They supposed to be good in PR and helpful. Later i was informed that it was at gate B3 flight to JB.
Not even that,steward name ABD LATIF was very rude when treating the passengers as to their hand carry luggage. He were mumbling all over when looking at bags carried by passengers. Shame on MAS to have steward crew like this!
5 Nov 2013
Flight from JB to KL SUPPOSED to be at 9.05 pm and it was delay to 10.40 pm and AGAIN there was no announcement about the delay!! I was rushing to check in and when i queue at gate 2,i realized that everybody was holding an air asia ticket and not MAS. Then i asked the staff bout my flight,then only i knew that it has been delayed to 10.40 pm! I am so frustrated bout MAS because i always believe that MAS is an international flight and good but when all these happen, i can say that air asia,malindo and fire fly is much more better.even the crew are friendly and helpful.so please take action on my humble comments coz the service is really really 'sucks'.....Anonymous 11/5/13 7:09AM
My wife (Jayasunderakhemarmrs)and I traveled to Australia by your Airline and booked to travel back to Colombo in Sri Lanka on 01.01.2014 and 21.01.2014.Our ticket no.s are 2323930533625 and 2323930544914.
We both want to travel back on 14.03.2014
Can we change these two tickets and what is the procedure?
Your early reply is very much apprrciated.
JayasunderagunaratnebmrGB 10/17/13 9:40PM
Flight from Paris to Kuala Lumpur on 9/10/13.We went to check in very early.My wife and I were seated separately in the cockpit despite telling the staff that my wife gets travel sickness.The others from my group who checked in 45 mins later were given seats in front. Hindu meal was horrible. The food wasn't cooked properly.We were given green apple for snacks.We were on a connecting flight from Kuala Lumpur to Auckland.The Hindu meal was again horrible.They cooked the whole egg plant instead of being chopped. The food quality was shown to the attendant. Instead of giving another replacement meal the attendant asked us to go on website.Kam 10/11/13 1:02AM
What a freaking crap airline! Twice now I have had to sat at kl airport due to delays ! The issue no notices over the PA or inform passengers of flight delays one was for over 5 hours to paris and now sitting here the kl syd flight over two hours. Go to malaysian airlines counter to ask what's going on and they tell me all flights to australia delayed until a flight from Phuket arrives so in all there are three flights delayed.and to those customer service reps that find it amusing lets see what happens when I email ur boss with ur pics and let them know, so great flight service and the worst service I've ever encountered by an airline in there own airport and country wake up malaysian airlines and take a good long hard look at ur competitorsDave 10/7/13 6:33AM
Complaint about Mas Holidays Service and never got a reply. This was my email:
To whom it may concern,
Referring to previous emails, my family went on a vacation for the first time with Masholidayz Package to Phuket last week and it was a BIG disappointment to us.
We were informed the Patong Lodge Hotel we booked has minor renovation, in truth it was a major renovation. In addition, we were given 2 rooms like a dungeon which the bathtub had cracks and rusty. When we requested for a change of room, they said this was what the company (MAS) paid for and can't entertain us. Since both family had babies with us, we had no choice to pay extra to change the rooms.
The hotel was very run down and everything was with charges. Internet usage requires payment. Rooms not even provided with coffee or tea sachets. It was a total disaster for our anniversary celebration.
I've always been travelling with AirAsia packages and things were very smooth. In fact hotels provided by AirAsia packages are really value for money (MAS should collaborate with these type of hotels). The amount we paid for AirAsia packages and MAS packages are similar. This was the first time we wanted to try MAS and this was what we got.
We really feel MAS have to look into this matter. Perhaps your suppliers are not doing a good job or being too greedy to gain profit by providing the cheapest no quality services to your customers. When customers are at the vacation venue, we are stuck with no choice and got to pay extra. Might as well don't sell promo packages.
We really hope this does not happen to other families.
Thank you.Sheela 10/3/13 8:25PM
I was not notified earlier of the cancellation of my ticket from KLIA to Langkawi on 18/9/2013 ..Business class.. flight MH 1432 (9.55am). I was only informed abt. the cancellation when I checked in at KL Sentral that morning and I was put on the next available flight. It was an official govt. trip and I have made arrangement for a meeting and someone to pick up me at Langkawi. I was very angry when the person at the check in counter said that I couldn`t be contacted as the ticket was bought by govt. travelling agent. I suspected the flight was cancelled as it doesn`t have enough passengers??zawiyahmj 9/30/13 9:29PM
Please investigate lost baggage claim
GTS Malaysian airlines
I am getting know whereking 9/26/13 9:12PM
I was a passenger on MH171 from Kathmandu to KL on Weds 28 Aug. I am writing to complain in the strongest possible terms at the manner in which the aircraft was brought to landing at KLIA which endangered the lives of those of us on board. The plane came in very fast which caused it to hit the tarmac with a very loud and heavy thud, and swerve to the left. I expressed my annoyance to the stewardess and asked for the pilots' name - one was Kelvin the other I could not register. I personally believe that whoever was at the controls must be brought to task. I look forward to receiving a response to this complaint. Thank you.Mary 9/2/13 2:32AM
I have travelled from Langkawi to Bangkok via Kualalumpur on 19 th of August through booking no KSHY7 please inform me the email id of coustomer service so I will COMPLAIN the behavior of Flight stewards SPECIALLY FS MISS NILDA AZREEN AND FS MR ABDUL HALIM these two AWARD WINNING Fligt STewards are with us in flight MH 0780 ie kualalumpur to bangkok, I stongly request to authorities of Malysian Airline that please take action against 2 above flight stewards and inform me... ThanksDarshan Ashok 8/25/13 1:00AM
This is my first travel through Malysian Airline and probabaly Last one. I have travelled in so much airlines but had not experienced such a Misbehaving cabin crew specially FS Miss NILDA AZREEN and FS MR ABDUL HALIM , first i want to mention that ihave travelled from Langkawi to Bangkok via Kualalumpur on 19 th of August my booking NO is KSHY7 . the flight from Langkawi to Kualalumpur is OK but the real horror starts from Kualalumpur to Bangkok , the above two flight stewards not only misbehaved with us but most of the time they shout on us and when i requested for comments card they in reply shoted laudly and not given the comment card and in last I called to superviser of flight MR SALAHUDEEN he came and i tell him all the behaviur of 2 flight stewards MISS NILDA AZREEN AND MR ABDUL HALIM then he asked the lady about my complain the angry flight steward MISS NILDA AZREEN even SHOUTED in front of her supervioser , and flight supervioser Mr SAlahudeen told me that we dont have any comment card . I stongly Request the Authorities OF Malysian Airline that take Action agaist that lady and also ask the flight supervioser about all this .Darshan Ashok 8/25/13 12:43AM
I am disgusted by Malaysian airlines taking advantage of my son who was traveling on his first alone journey from London Heathrow to Cambodia last weekend.
He was booked to travel on Friday 16th on the noon flight.
When he (and his relative) arrived at the terminal very early (before 9am) for the flight Malaysia air check in rep gave my son two business class boarding passes, for both the LHR-KUL and KUL-PNH flights and explained that his ticket was already upgraded in the system. She asked him to return at 10.30am so he could go through to the gate with the staff.
When he returned he was told that there was now a problem with his booking. He went to the information desk and they told him that the ticket in the system was actually not fully confirmed and that he was on partial wait list and that he would have to fly the next day as the evening flight was already full.
His boarding pass was taken from him and he was told to come back the next day and that he now had a confirmed economy booking.
Obviously upset and confused, he did not know what to do, had no luggage but was able, at expense, to return to the house of a relative near London for the night.
He returned to Heathrow again the following day to check in again.
He (and his relative) went back to the information desk in front of the check in desks. She then told him to go to the online check in counter.
He then went to the online check in counter and received his new boarding passes. At that time he saw there was a notice that the plane was overbooked (again) and those who volunteered to postpone their flight would receive 600 Euros plus accommodation for one night.
My son was offered none of this.
He successfully arrived in Cambodia 24 hours late and without his luggage, which apparently was lost in transit.
I am frankly disgusted that you would not prioritize the travel of a minor, who already had his boarding pass on one of your flights. It was only fortunate that he had somewhere to go that night, no thanks to your airline and no offer of compensation was given.
Myself and my family are British citizens living in Asia for more than a decade. Some of my family also live in Malaysia.
This situation is unacceptable. I expect not only compensation for the emotional stress, inconvenience and abandonment of a minor, but an apology from your airline
Please ensure someone with the appropriate authority receives this email and responds promptly.
Helen Sworn (mother of traveller Joel Sworn)Helensworn 8/21/13 4:22AM
Here is a mail i sent to MAS but never got a reply!
I am writing to complain about my recent experience with Malaysia Airline, and the terrible behaviour shown toward me.
It was the worst customer experience and treatment I have ever received. Soon after take-off, I noticed that my in flight entertainment system did not work as everyone else began watching movies. I notified the cabin crew and they said they would reset it, and to wait 15 minutes.
30 minutes later I tried it and it didnt work and I notified a male crew member who ignored me and said he was busy. As he passed soon after with a trolley, I said it to him and he said that he reset the system again.
I then made my way to the back of the plane looking for a friendlier looking crew member named Anantravel to explain that the screen had been reset several times so that it must be broken. However he was not there and instead I found the other male member and some female crew who very rudely shouted at me saying I needed to wait for it to reset (I was now approaching hour 3 of a 12 hour flight, with nothing to occupy my time with!)
I went back to my chair and after another 20 minutes, I pressed the bell on my TV remote. After a few minutes, I noticed the same male crew member standing silently over me, a disgusted look and intimidating me. He shouted that I must have pressed a button, that I need to leave it completely alone for it to reset. He did not wait there long enough for me to respond and say that I had left it untouched. I actually think I froze with shock at how he treated me.
I waited until I saw the friendlier member Anantrawel and explained that the TV was indeed broken but said that I was now more aggrieved by the treatment I was subjected to. I presumed Anantravel was a manager but he wasnt. I said I was outraged by the intimidation and shouting I was subjected to and he said he would speak to the other member. (although at this stage I was still bemused by the fact that I had received no apology and that they couldnt move me as the flight was full!)
I said I wished to speak to a manager. 30 minuted later I saw the manager. He seemed uninterested and dismissive of my story. he handed me a paltry voucher worth about $20. He did not however give me an apology or appease my sense of aggrievement at this terrible experience.
I travel regularly to the east for work but usually use Etihad and never before Malaysia Air. I will never book another flight with you. These flights cost over $1000 each for me and my colleague. Yet here I was, on a 12 hour flight with no entertainment, no apology and subjected to horrific treatment by your employees. Speaking to your staff was pointless, they didnt care. I had no option but to sit out the flight, hoping the nightmare would be over soon. That same crew member (whose name I wish I could remember) would throw me snide glances as he walked by.
I unfortunately have to travel home with Malaysia air also. The return flight leaves Saturday 24 August 2013 from KL to London Heathrow at 23.40. An even longer flight time, hopefully as bad an experience as the last. This will be the last time I fly with your airline.
I still feel completely aggrieved and appauled at my treatment. I expect to hear from you on this issue before I decide my next course of action.
** The flight was midday, Saturday August 10th from Amsterdam Schipol to Kuala Lumpar. I sat in 31D I think. It was a left centre isle seat. It had a broken screen!Gary 8/21/13 1:44AM
One of my worse experience using Malaysia Airlines MH 2528 3.15 pm delayed to 4.30 pm from Kuala Lumpur to Kuching on 16 August 2013...
Such a rude and impolite stewardess named "Pearl".
She don't understand how to apologize after stepping on a customer foot while pushing her cart but scolds back. (Next time! don't put your foot outside!!!!) Besides that, not giving way to a 7 year old boy to go to the toilet and using very impolite sentences towards most customers. Even two foreigners from England seated beside me at 17E and 17F gave the same comment. Such a disgrace to Malaysian Hospitality!!.
As for me, I felt that I've wasted RM5818.00 for my family air ticket holidays and coming back home to Kuching with such bad memories!!!! Malaysia Airlines should do something to upgrade such "RUDE" hospitality.tcchoo. Sarawak 8/20/13 6:26AM
1. Aug 10th : Flight MH1133 - Pg to KL 0630am
2. 5.15 am I was at Mas check in counter with my wife to board Flight 1133.
3. The queque was very long zig zagging. Counter was not opened until 5.45am
4. When my turn came it was 6.15am.It was rush n anxiety for me n wife.
5. There was no order and the whole place was in a mess with people.
6. Limited staff were there.
7. It was a bad experience for me and the 1st such over my years of travel by MAS.
1. Aug 10th - At KLIA, I was boarding a connecting flight to HCM city, flight no MH750 departure 9.05am.
2. After security, at boarding pass checkin gate, there were 2 Malay ladies.
3. I had a hand carry bag and it weighed only 5 KG. The lady at check gate said I cannot take the bag on board and I have to check in and pay baggage tax.
6. There are so many others carrying bigger bag then mine but they were not stopped.
7. When I want to remove some items from bag the lady at desk was rude and asking me to go downstairs and do the sorting.They really spoil my mood after having a rough time in Pg MAS counter.
1. Flight MH750. When we were called in to board there were no MAS staff at entry door to direct us to the aircraft. About 8 passengers (2 white men, 2 Indians, 4 Viets) took the wrong turn and went the escalator to 1st level where the glass door was locked.
2. The same lady at boarding pass check gate came running and asked us to wait where we are.
3. She stopped the escalator and asked us to go down. As a few of us were going down the escalator started to move up causing people to scream and 1 or 2 nearly fell. What kind of staff you have in MAS. What has happened to MAS now adays? No committment, no responsibility, no safety for passengers? My goodness, it was very scary for all 8 of us and all were fuming angry and upset.
4. All 8 of us had to go out the 1st level glass door and enter gate H2 again and go thro security check once more and all the hazzels just because of irresponsible staff and poor manning of the gates n entrance.
5. Its no more MAS for all 8 of us. We have decided.
6. I want a proper investigation to be conducted by MAS and report send to me at below email n address with apology. I have taken photos and I will not hesitate to publish it in media.
I wish MAS management will take necessary disciplinary action on the ground staff who failed to do a safe job. Thank you.SANTHIVALLU 8/14/13 6:57AM
I'd tried to contact but there's no answer.Regarding missing items flying with MH 0017 on 09 August 2013 from Netherland to Denpasar.Please Reply!!!!De Bruin 8/13/13 1:52AM
Worst operator ever. Change the person who answer the phone. Feeling like talking to a zombie. Now my perception towards MA has changed drastically. Please don't follow the rudeness AA has bring to us all these while. Malaysian, please work nicer & harder. Thank you.Anonymous 8/5/13 10:59PM
I flew MH from DPS to Delhi on 26th July and was disappointed by the service (flight from Denpasar to KL). The flight attendant was not attentive. the lady sat next to me had a small kid and requested for baby seat belt. She did not get the belt despite of 3 times of request until she approached the crew again minute before take off.
during meals served, I requested for some more water for 3 times and she said OK and moved with the cart finishing her job. on her way back to pick up the trashes, I wanted to ask for the water again but she did not make an eye contact with me and moved quickly. she did not hear my request again for sure.
Feeling so thirsty, I pressed the calling button but to my surprise, no one came responding to the call!!. few minutes before the plan land, she approached me and my Gog, instead of asking me if help was needed, she straight away said to me Mam please switch off the lamp!!!! I said, I turned it on since I requested for water from the time you gave me meals. Lightly she said, fine, I will get it for you. No apology, no nothing. it was really disappoint me. That was my first time taking MH and not sure if I will likely to choose MH again.
My return flight from Delhi to Denpasar on 29 July was fine though.
thank you,Wiwin 7/31/13 3:12AM
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Anyway i did try booking a flight like this in feb that was quoted in Malaysian currency. But my card declined because i was trading in AUD.
I traveled on malaysian airlines flight from KL to Heathrow 21st july. I booked my ticket on the day as i had screwed up some iran transit plans with visa usages.
It was a good service at the start with drinks all around especialy the usage of guava juice and the entertainment was working well
food service was good and i got no complaints at all
There was one male Cabin Members who decided to be a bit of a jackass. I accidently pressed a call button and he just came near me and turned off my light.
Because Planes fly into LHR are carrying allot of bed bugs and insects the cabin must be sprayed. They always make an announcement that the cabin will be sprayed and please cover your mouth if you having breathing problems.
Ive lived with Asthma all my life but the same jackass bloke cabin crew had to be such a big douchebag by coming to me and point a can of bug spray right near my face. This was while i was covering my mouth
At first i thought it was a joke but then i realise man this guy is making fun of my mild asthma. It took me 5 minutes to press the call button while flying over scandernavia
I told the hostess that a male cabin dude insulted me and threaten to spray me with buy spray
She went to the gallery and brought him to my seat and i just ripped into him
I told him that i was flying the national airlines of Malaysia to my dad homelands and he should give me some courtney by not pointing a can of bug spray in my face.
The young xp flight attened applogies for being a jackass and he wasnt going to spray my face
I told him that the King of Malaysia wouldnt be inpressed to hear a Malaysian insulting a british citizen after what we did for malaysia in the colony year
I am a budget travel so this is really my only cheap options between sth east asia and UK. I can take 2 weeks to get home from London on a long journeymetalsolotravels 4/23/13 7:33AM
Salam to ALL,
Despite the negative comments about MAS level of service, it is different story for me as i'm very pleased so far with MAS service especially with your air crew and not to forget the ground crew (despite their morale is down due to the re-structuring program).
Today i have to make last minute re-arrangement on my confirmed flight from LBU-KUL departing at 0745hrs. Since there's only 2 flights to/from KUL-LBU, i didn't expect to get the 2nd flight departing at 1740hrs since the MAS office at the airport already closed when i get to know that i have to take the 2nd flight.
What i did was I call customer service at 1300 number and patiently waited for about 10 minutes. A polite and helpful girl name Siti Rahmaniah answer my call and immediately assist me to change my flight F.O.C...
I would like to thank Siti Rahmaniah from Customer Service Dept who answer my call approximately around 2000hrs 15 sept 2012 and i would like to tell her to keep up your good attitude despite the trouble surrounding MAS due to their so called turn around plan i.e, lay-off, low wages, no transport allowance, secondment issue, budget cutting etc...etc.
Most of us who are frequent flyer with MAS notice and know if not all the issues surrounding MAS nowadays. BUT, for the sake of Malaysian, we urge you all try to let go and bear with the current issue for a little longer until we can get rid the hidden hand and politician from the scene.
I really hope MAS can fly up further so that you all will get what you guys deserve which has been denied from you guys for may years now.
If the CEO AJ read this...know one thing, your staff is what we as MAS loyal customer need the most and NOT the politicos...SO, do not fear or hear what ever they want to say...it doesn't bring any good to MAS...no matter how big they are...got it dude???
FF 301160521FF301160521 9/15/12 5:45AM
I wish to commend on the dedicated service of Mahzan bin Mat Salleh who is serving in the Ticketing Office in Kota Kinabalu International Airport for his patience, commitment and determination in helping me sort out my travel to Kuala Lumpur on 5 September 2012 by the 6.50pm flight. He worked very closely together with two other MAS staff, Llyod and Susie at the counter to ensure I got to fly to KL . I truly appreciate these three MAS staff and I hope that MAS Management will given due recognition to Mahzan , Llyod and Susie for their commitment in serving passengers travelling MAS duiring challenging situations. Thimbs up to ahzan, Llyod and Susie!!!Anonymous 9/11/12 1:42AM
I rate them as the best I have experienced in customer service. I am used to the western-style service which is playing music for hours while thanking you for being patient.
Malaysian Airlines treated me with a smile.
Asian service at it best.Indian 9/17/11 1:19PM
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