Contact Malaysia Airlines: Find below customer service details of Malaysia Airlines, including phone and address. You can reach the below contact for new flight booking, cancellation, refund, baggage claim, cheap airfares, deals or other queries on Malaysia Airlines. Besides contact details the page also offers information and links on services of Malaysia Airlines.

Malaysia Airlines Customer Care
Within Malaysia  – 1 300 88 3000
Outside Malaysia – +603 7843 3000

Malaysia Airlines Head Office
Malaysia Airlines
Ground Floor, Admin Building 1A
MAS Complex A
Sultan Abdul Aziz Shah Airport
47200 Subang
Selangor Darul Ehsan

Malaysia Airlines Reservation
+1 800 5529 264 (USA)
+971 4 3970250 (UAE)
+91 11 4151 2101 / 2121 (India)
+44 (0) 871 4239 090 (UK)
+65 6336 6777 (Singapore)
+0892 35 08 10 (France)
+66 2 2630 565-71 (Thailand)
+94 11 2251 600 (Sri Lanka)
+966 3 8091 089 (Saudi Arabia)
+49 69 1387 1910 (Germany)

Enrich & GRADS (frequent flier program)
1 300 88 3000 (within Malaysia)
+603 7843 3000 (outside Malaysia)
Email – [email protected]

Enrich Customer Service Centre
Unit DH6 Departure Hall
Kuala Lumpur City Air Terminal (KLCAT)
Kuala Lumpur Sentral Station
50470 Kuala Lumpur

Baggage Help
Central Baggage Tracing Office
Malaysia Airlines
Level 3, Main Terminal Building
Kuala Lumpur International Airport
64000 Sepang
Selangor, Malaysia

Tel: +603 8776 3747
Fax: +603 8787 4670
Email: [email protected]

Malaysian Airlines Cargo (MASkargo)
Malaysia Airlines Cargo Sdn. Bhd.
1M, Zone C, Advanced Cargo Centre
KLIA Free Commercial Zone, Southern Support Zone
Kuala Lumpur International Airport
64000 Sepang
Selangor, Malaysia

Telephone: 603-8777 1762
Fax: 603-8783 3078 / 8783 3031

Flight Status
To check Malaysia Airlines flight status online click here

Flight Schedule
To check flight schedule online click here

You can check-in online, through mobile or from Airport kiosks. You can only check-in online 48 hours up to 90 minutes before departure. To check-in online right now click here. To check-in through mobile visit on your mobile phone. You will receive your boarding pass via SMS and email.

Baggage Information
Checked Baggage: First Class passengers can carry upto 40 kg while Business Class passengers can carry 30kg and Economy Class passengers 20kg. If flying to North and South Americas, Economy Class passengers can carry upto 23 kg and Business Class passengers upto 32kg.

Hand Baggage: Business Class passengers can carry two pieces with weight upto 5kg each. Economy Class passengers can carry one piece upto 5 kg weight.

Track Lost Baggage
To trace your lost baggage click here

Enrich is Malaysia Airlines’ frequent flier program. You can earn miles every time you fly with Malaysia Airlines or its partner airlines. You can also accrue miles on hotel booking, renting car, shopping and much more. Enrich has four tier levels: Blue, Silver, Gold and Platinum. To join Enrich right now click here

Malaysia Airlines Destinations
Malaysia Airlines flies to Perth, Adelaide, Melbourne, Sydney, Brisbane, Auckland, Bali, Denpasar, Jakarta, Kuching, Tawau, Kota Kinabalu, Medan, Singapore, Kuala Lumpur, Phuket, Ho Chi Minh City, Manila, Bangkok, Yangon, Phuket, Hanoi, Taipei, Shanghai, Seoul, Dhaka, Hyderabad, Chennai, Colombo, Male, Bengaluru, Mumbai, Karachi, Delhi, Jeddah, Dubai, Doha, Bahrain, Cairo, Johannesburg, Cape Town, Tashkent, Istanbul, Rome, Frankfurt, Copenhagen, Stockholm, Paris, Manchester, Belfast, Dublin, Oslo, Buenos Aires, Cape Town, Los Angeles and more.

About Malaysia Airlines
malaysia-airlines-pictureMalaysia Airlines was established in the year 1947 and was then known as Malayan Airways. The airline, as the national carrier of Malaysia, has its main hubs at Kuala Lumpur International Airport and Kota Kinabalu International Airport. Currently, Malaysia Airlines flies around 50,000 passengers daily to some 100 destinations worldwide.

Malaysia Airlines is one of seven airlines to be ranked as a five star airline by Skytrax. For over three times Skytrax awarded Malaysia Airlines with ‘World’s Best Cabin Crew’. It also won ‘World’s Best Economy Class Award’ and ‘Staff Service Excellence for Asia Award’ in 2010. In addition to the Skytrax awards, Malaysia Airlines was awarded ‘Asia’s Leading Airline’ and ‘World’s Leading Airline to Asia’ by World Travel Awards. Malaysia Airlines’ subsidiaries include Firefly and MASwings.

This article has 71 comments

  1. Akiko Poh Reply

    Dear Malaysia Airlines,

    I was on MH53, 3/Jan from Osaka – KL – Singapore.
    As Flight was delayed, I could not catch my connecting flight back to Singapore.
    Though Hotel was given the night, I have to take leave on following day (absent from work) nd also fresh food items were spoiled.
    I’d like to check how can you compensate these inconveniences caused by you.

    I’ve been trying to file this with your “Contact Us” web, but could not do so.
    Thus, I’m writing here. If this is not correct dept, kindly forward this to respective dept, thank you.

  2. Samin Reply

    I had a 15 hour transit in Kuala Lumpur on my way from Sydney to Dhaka. I was supposed to get a hotel voucher but didn’t at Sydney airport and was told when I asked about it to get it from Malaysia airlines desk at Kuala Lumpur. I reached there before 4 am and was told at Kuala Lumpur that the Malaysia airlines desk does not open until 6.30 am. It was unbelievable that I was expected to wait in the airport in the middle of the night by myself with no hotel voucher.

    On my way back, I booked an emergency exit seat and when I did online check in the seat was still ok. After getting to the airport, the Malaysia airline staff in Dhaka airport gave me the wrong seat on my boarding pass. After I realised it and gave it back to them, they fixed it. No explanation, no apology. I’m assuming they were trying to save it for someone else.

    Then at Kuala Lumpur when boarding, I was told the scanning machine for the boarding pass was saying it couldn’t give me the emergency exit seat. I asked the reason and staff said that the Dhaka airport Malaysia airlines staff must have thought I couldn’t speak English, which was clearly untrue. I finally got it sorted and got the seat I originally picked. Once again, I’m assuming Malaysia Airlines staff try to save it for others, maybe even unsuspecting customers who will pay a higher price for it. Very unprofessional behavior by Malaysia Airlines.

  3. Chong Reply

    It was such a terrible travel experience with the Malaysia Airlines. The scheduled flight was delayed for few hours and also until now I did not get any update on the status for my lost/ delay baggage.

    Again, Malaysia Airlines, if you really care about your passenger such as me, please respond to my case asap. I am awaiting for your prompt response.

  4. Law Hui Wha Reply

    Will MAS revert to using a bigger aircraft for tHe route between KL to PERTH ? Lately a Boeing 737 has been used for that route;I find this small aircraft is not comfortable n boumpy and the business class seat can’t compare with the air bus 330 at all: I am a frequent flyer and hear a lot of complaints about this isssue.

  5. Vikal Jain Reply

    I have booked two tickets from Bangalore to Guangzhou and return from Hong Kong to Bangalore on 28Jan 2017.
    I had to cancel the tickets due to some personal reasons and I gave my request before 30 days of the departure.

    Out of the total amount of Rs.65952-00 I only got the refund of Rs.23787-00. Despite several calls and mails they do not respond as why so much amount was deducted.

    Still waiting for their response. If do not get any response will approach consumer court.
    My ticket nos.2441002946 & 2441002948 in the name of Jain/Babita Mrs. and Jain/Vikal Mr. from Bangalore to Guangzhou and return from Hong Kong to Bangalore.

  6. sally Reply

    Great flight and service – We just flew from Australia to London with Malaysia Airlines. Stewards were helpful, food was enjoyable (asian vegetarian selection. One steward on MH04 to London from KL was particularly charming and helpful Mr Azman – please pass our comments and thanks on to him.

  7. roger fabray Reply

    Having read so many negative comments about your airline I feel I need to give some positive comments.I have flown seven times now and so I feel justified in making my comments.
    Firstly I have always found the service to be above average.Given that I have flown with numerous other airlines I feel I am in a position to rank.Service has always been friendly and helpful and always trying to satisfy passenger needs.Secondly the food has been outstanding,the best of all airlines I have flown.Thirdly the privacy and comfort of the seats in Business class has been excellent.The golden Lounge in KL has made considerable improvement over the last 12 months and is now of above average standard.Lastly the cost of a Business Class Family Promo is of excellent value.I would highly recommend this airline…..well done Malaysian.

  8. T Reply

    Please see email sent to you on 20th April, no acknowledgement or response has been yet received. Please advise acknowledgment and response time scales for complaints regarding poor customer service. Or do you just ignore them ?

  9. Dr Mohd Kamarulnizam Abdullah Reply

    Dear Malaysia Airlines
    This is my third complaint against your service. My previous complaints were through your facebook. So far I did not receive any acknowledgement. I am quite disturb with the boarding procedure. Yours is just like low cost airline, yet I think Air Asia is much better. Why there was no segregation between class for boarding to allow business and gold member convenient passage to the aircraft. Everybody seems to be rushing to the aircraft. Pls provide clear and proper procedure

  10. Sean Reply

    I booked and flew from Perth to Hong Kong on 7April 2017 with the family. I have to say that I have never seen a dirtier aircraft before in all my life of travelling. It was absolutely discusting. So bad that my wife picked up a viral infection that very evening we arrived in Hong Kong. Thank you for giving us the best start to our holiday. All our plans and bookings ruined. Unfortunately we are stuck with flying back to Perth with you and not looking forward to it. Honestly budget carrier aircraft are much more cleaner then yours. I will never be flying MAS again.

  11. Alan Wise Reply

    My name is Alan B, WISE. I hold a British passport and was born in 1930. I take medication for a heart condition, have arthritis in my right knee and I am registered as a disabled driver.
    On January 7th 2017 I booked a business class return ticket with Malaysia Airways from London Heathrow Terminal 4 to Kuala Lumpur. On the outward journey I travelled on flight MH 003 leaving at 10.00 am on Saturday, January 22nd. On the return journey I travelled on flight MH 004 leaving at 9.30am on Saturday, February 25th and arriving at Heathrow at 15.40 GMT. Because of my age and my physical problems I reserved wheelchairs at both Heathrow and KL.
    On my outward journey my Heathrow experience was flawless. After depositing my luggage I was taken to the M.A lounge by a middle aged lady who was polite, talkative, friendly and helpful. I was later conveyed to the aircraft at Gate 6 by a Sikh gentleman with similar attributes. I passed through security and other obstacles at speed and with no problems, being fast tracked all the way. I was treated on the aircraft with respect and kindness.
    At my destination a wheelchair was waiting and I was conveyed by a charming Malaysian young lady through security and immigration at speed. I travelled swiftly on the internal train. She removed my luggage from the carousel obtained a trolley and then with my assistance managed to control the wheelchair and the trolley. She even asked me if I wished to visit the toilet and the duty free shop and the whole operation was completed within twenty minutes. My elder son was waiting for me in the arrival area. All highly efficient and well organised. Needless to say I was highly satisfied. During my stay I was frequently asked about my flight and I was able to praise everyone involved in making my journey so pleasant and stress free.
    My return journey started well. I arrived at 7.00am Malaysian time, booked in and was quickly conveyed in my wheelchair by a tall Malaysian, of military bearing. He was highly efficient and took me through security at speed fast forwarding me and shouting, “Excuse me” in an authoritative manner whenever obstacles blocked our passage. He left me in the M.A lounge and informed me at what time he would take me to gate 37. He returned on time and took me to the awaiting aircraft with a no nonsense approach. Again in the aircraft the crew were attentive, polite and friendly.
    After such wonderful treatment I should have realised that there was bound to be a downside and it soon happened when we were deposited into the buck passing, shambolic chaos of Heathrow’s arrival section.
    Malaysia Airways issued all the passengers in my section with a pink plastic card allowing its passengers to use the immigration Fast Track lane. The plane landed at 15.40 forty minutes late, I therefore rang my younger son and asked him to move his car into Heathrow and that I should be there in about fifteen minutes. Foolish optimism!
    The wheelchairs did not arrive until 16.00 and did not appear to be staffed by the usual contractor’s staff. My name was checked off so they did know I was arriving. There were three passengers on my flight requiring wheelchairs in addition to myself. A lady in her late nineties accompanied by her daughter, the lady was immaculately dressed even though she had just spent thirteen hours on a plane; she could well have been a friend of Miss Marples. The second lady was from Essex aged eighty and had travelled from Auckland, New Zealand on her own. The third lady was middle aged and had her arm in a sling and was in constant pain. I was the last to be picked up. I was taken a short distance in the wheelchair and then transferred to one of two buggies. We travelled another short distance and were then instructed to leave the vehicles. We asked about our wheelchairs but were told we would be given new ones in Immigration; the lady with the daughter however wisely retained her original wheelchair.
    The rest of us were therefore forced to limp into Immigration on foot. We were told to take seats and we would soon be attended to. We sat for ten minutes whilst other foot passengers arrived and joined the queues. The room was absolutely packed with hundreds of people; I later learned that several flights had arrived together. I then asked an official what was happening to us and where were our wheelchairs. We were then told that the wheelchairs would be allocated after we had passed through immigration and that we would have to stand in the queue, We pointed out that we had been given Fast Track tickets by Malaysia Airways. We were told that Fast Tracking only applied to foot passengers and NOT to wheelchair passengers; this was contrary to all our previous experiences. Three aged and infirm people were expected to queue sans wheelchairs! We all strongly objected to this callous treatment and asked to see someone in authority. After about ten minutes an official arrived with his entourage; he claimed, I think, to be in charge of Heathrow Border Force.
    We explained our problem to him. He was totally unsympathetic to our plight and seemed to think that the problem concerned us being business class passengers. The lady in her late nineties then said, “Would you treat you grandparents in this way?” The official then completely lost his temper and shouted at the lady “Don’t you dare bring my family into your petty affairs. All my grandparents are dead.” A voice behind us interjected,” We will be joining them if we don’t get out of this hell hole soon,” The official continued to harass and verbally abuse the lady wagging his finger into the face of the wheelchaired lady. Her daughter objected at his shocking behaviour and I intervened and said “I think if you are a gentlemen you will control yourself and apologise to these two ladies for your appalling behaviour.” He then muttered “First class, business class and economy passengers are all treated the same in Immigration”. Another passenger intervened saying “Yes you treat us all like dirt.” At this point the official trounced off. He had failed to realise that our major problem was about the treatment of wheelchairs passengers and not about which class we had travelled in.
    We were all completely drained by this vicious encounter with a so called senior representative of Her Majesty’s Government. We had no alternative but to join the queue without wheelchairs and clutching our hand baggage. He was very lucky that no one had a heart attack after the stress of this unbelievable encounter.
    After about ten minutes a sheepish looking official arrived and removed one of the black ribbons which separated the various queues and waved all our party through immigration. Deep in the catacombs of Planet Heathrow remorse must have set in. The immigration officer at the desk who had overheard the fracas apologised to us for the way we had been treated. The lady and daughter then left us and proceeded to the carousel but for the rest of us our problems were not yet over.
    After moving through immigration we then were ushered into the wheelchair section. There was a row of wheelchairs and an official seated in the right hand corner at her desk. There were three ladies already present one in a wheelchair. I was the first to arrive from my party. I gave my boarding card to the lady explained my problem and she told me to help myself to a wheelchair and then explained that there was another problem; she had no staff to operate any of the wheelchairs and she would contact her supervisor. After a long wait no supervisor appeared.By this time the two other ladies from my flight had arrived along with several other passengers from other flights. My two ladies in the melee found themselves at the back of the queue. The eighty year old lady who had flown from New Zealand then decided to walk to the carousel rather than wait any longer. Then a young girl appeared and was allocated to me by the official. It was doubtful whether she had guided a wheelchair before; we kept almost bumping into people and hit the side of the wall on several occasions. When we descended the ramp we accelerated alarmingly I thought I was going to be squashed like a fly on the wall at the bottom of the ramp. We eventually arrived at the carousel. The girl immediately vanished. There was no one else at the carousel. The lady from NZ had arrived before me. She attempted to extract her large suitcase from the carousel nearly fell, hurt her back and had to let her case go. Neither of us had trolleys. I had to extract my two cases on my own in spite of doctor’s orders not to lift heavy objects. A friendly porter then appeared and loaded my baggage on to a trolley. A newly arrived passenger helped the NZ lady to rescue her luggage and obtained a trolley and a porter for her too.
    We reached the exit of the arrival section. It was now 17.07. My son had been waiting for nearly an hour and a half and had gone to the toilet. The porter asked me for his contact number, he rang my son and the porter directed him to me. At last I had found someone helpful and caring working on Planet Heathrow. The final insult was a parking ticket of over £11 due to my unnecessarily lengthy ordeal. Three hours later I arrived home in Lincolnshire tired and angry from my encounter with, “the welcome to England brigade”.
    I was given a card by the official in the wheelchair section for feedback on my encounter with Heathrow and have so written this rather long account. I hope this feedback will also help future wheelchair passengers. My outward journey from Heathrow was efficient and pleasurable but my return was a journey into hell, People of my age group are reluctant to make long journeys to visit their distant relatives and friends in far away places and rely very heavily on the wheelchair service. It is vital that there should be a viable and efficient service and that elderly passengers should not be discouraged from making what may well be their last great adventure. I felt deeply sorry for the lady in her late nineties, she looked like everyone’s idealised grandmother and she and her daughter were obviously deeply shocked and upset by her encounter with Planet Heathrow and Border Force.
    I do understand that the Immigration Department are under extreme pressure at this time, and I do not envy them their job, but that is no excuse for the shocking behaviour of a senior officer when he was liaising with elderly members of the public. There needs to be grass roots inquiry into the operation of the wheelchair organisation in the arrival section of Heathrow airport and their liaison with Border Force. There seemed to be far too much buck passing. It was never anybody’s fault.
    I am also sending a copy of this report to my MP, Andrew Percy, Malaysia Airways and the Border Force at Croydon. I look forward to an appropriate response to ensure that the whole sorry issue has a positive consequence.
    Final comment.

    I was given a plastic card at the wheelchair section to report my complaint to, This website does not exist ! Dear Sirs.

    To Malaysia Airways
    I enclose for your attention an account of my harrowing experience passing through Heathrow Terminal Four Arrival Section on Saturday, February 25th 2017. No doubt will wish to inquire why your Fast Tracking procedure for wheelchair users was not implemented at the Immigration Section. I had two very satisfactory flights to and from Kuala Lumpur and am only sorry that your high standards were not replicated by the services provided at Terminal Four.

    I am.
    Yours faithfully,

    A.B. WISE

  12. Kuan Reply

    It was a disaster!!
    First their system has turned my booking status to closed despite I made my check in 2hours before the boarding time!

    I was waited for almost 2 hours at klia ticket counter with many calls to the Careline in both Malaysia and Fiji.

    They managed to get a ticket after two hours and i was late for my meeting and causing lose of business.

    Second, I have been informed that my returning flight has to postponed to the next day which is 4 march where it supposed to be on 3 march.

    They gave the excuse that the flight was fully booked on 3 march which sounds ridiculous to me as there are plenty of seats from their website!

    I’m really fed up with this airline and shame on myself to highly promoting this airline to my friend because I’m a Malaysian !

    No compensation at all from Malaysia airline due to all the inconvenience caused!!

  13. Shaminder Singh Reply

    My brand new TV has broken while travelling with your airline from Kuala Lumpur to New Delhi MH 0190 ,E ticket number # 2322217578552 on 16th November 2016 .I brought this LED from Malaysia with the price of 3499 MYR as I have to carry this LED TV to India, I checked in my baggage which include LED TV in it. After collecting our luggage from the caroussell, we then placed our luggage on the airport trolley provided for ease of transportation.

    Upon unpacking my LED TV, it is found that Screen Panel has broken. We believe that much force must have been used in handling this luggage, as this particular luggage was with bubble pack perfectly fine when checked-in at KL.

    We trust this is not the way Malaysia Airlines wishes to conduct business with its valued customers. We look forward to hearing from you soon on how you propose to solve this matter amicably for all parties involved.

    I have already raised the complaint ( [Case#2016111837004344] Shaminder Singh Bhandhoal #353361# *1*) a month ago but no response from your team. I am unable to attach the photos of the damaged luggage in this form, thus, please find enclosed photos of the damaged luggage in a separate email sent to [email protected]; [email protected]. Please do not hesitate to contact us if you were to require further information.

  14. Celia Reply

    I would like to highlight the friendly steward , Mr Yap Woon San, on flight number MH 122 from Sydney to KL on 4th December 2016. It makes such a difference to passengers travelling with his friendliness and he talks and jokes with his passengers. He is such a hard working steward, he was serving drinks and food all the time and I saw him working up and down the aisles for the whole flight. I thought he was the only crew member on board! I am a frequent flier in the London – KL sector with Malaysia Airlines and we definitely need someone like him in that part of the sector!!! All these years I have been flying with Malaysia Airlines, I have yet to come across a friendly, hardworking steward or stewardess.
    Hopefully you will look into it. I definitely would like to hear your response.
    Thank you.

  15. Hussainee Lilamwala Reply

    Iam a 64yrOld and had taken your airlineMH195 to Auckland on 2nd Nov16 However inspite of putting in req for wheelchair at kaula lumpur I was not provided with one and was made torun to the main term from 2 and when i inquird I was rudely told to walk I have just recovered from a paralysis attack and the flight from Mumbai being delayed I had very little time for the connecting flight and yet I was made to run. I somehow managed tocatch but eventhis flight was delayed. In Auckland I wanted to prepone my return and got intouch(through my daughter)with u and was told that there was aflight on 19thNov but only Premium economy was available and I wld have to pay NZ$600 extra, But when I boarded the flight i was given a seatin the ord eco class. On protesting I wasofloaded from the aircraft and was told that there is Premium economy and after making me stand outside for15 min I was given a front seat inthe economy classand also at the time of changing my dep.dt (ON PHONE) I was told that mhy connecting flight was at 8:20 & so a req,was put for a wheelchair But than the actual connection was at 20:20 I rang up my daughter in Auckland & told her of the same. HALF an later She rang me and said there was a mistake and that I was given Hotel accomodation at the airport at Kualalumpur but my miseries did notbend here. Again on my flight toMumbai I was given a seat in economy class and when i complained I was told this was a small plane and thereis no Premium economy Class. This has beenthe worst travelling experience of my life and never have I encountere such arrogant staff/service. Kindky take the stictest of action if Youwant to compete in this very competetive business and please look into the extra NZ$600 THAT i WAS asked to pay. and if I am not satisfied asto the action taken by you I willbe compelled to pursue the matter further at your cost

  16. Shiv Aggarwal Reply

    Dear Malaysia Airline,
    I was trying to change my booking for Booking ref No. K6WYS. I was looking to change my travel date 10 Sep, 2016 from SIN-KUL-DEL to 11 Sep, 2016.
    I came to know that I can’t change the dates as while booking it was mentioned that there is no change is allowed which I could not understand. I have seen that there is no refund tickets if i cancel but if when i ready to pay difference fare why I can;’t change my travel date. moreover if i dont show up on travel date I even can’t travel on my inbound flight which is on 25th Sep, 2016 from DEL-KUL-SIN and Malaysia Airline don’t have any way to provide any assistance on this.
    from this whole conversation, Either I must travel on that day or forget if I have booked any ticket.
    It took 50 minutes on a call to tell me that terms on my tickets states that I can’t make any change which is deemed annoying because its a matter of 5 five minutes to check this. This whole exp was worst call exp in my life. Thanks

  17. jagdishmittar wasdev Reply

    Am travelling from New Delhi to Darwin & Back; in Sep2016. Please let me knowyour Email address , Where i can place my request for Meal Type & for Wheelchair assistance.My PNR:- W032J & ZF/9K9E . [ i am a bit hard of hearing and will not be able to communicate properly on phone. ]

  18. Albert kong Reply

    I would like to make public this issue I have had with MAS which I hope others will take note of if in the same predicament. Last month, I booked a return ticket for my wife from Bangkok to Kuala Lumpur. E ticket number: 2322439564623 . The booking was confirmed and E ticket issued. We are going to Guilin China using Airasia from Kuala Lumpur as there is no direct flight from Bangkok that we know of. On the day of departure, my Thai missus has still not gotten back her China visa so she missed the first leg of the flight Bangkok to KL. I quickly booked her a single ticket from Airasia the next day thus forfeiting the first leg of MAS ticket . We flew off to China for 2 weeks. Upon our return to Kuala Lumpur, I tried to do an online check in as usual but consider my surprise when I couldn’t do online check in . Since my missus is leaving the next day, I thought it is better to go early to directly do a kiosk check in for the boarding pass instead of calling the help in or reservation as I know they are mostly engaged.
    Upon that fateful day, when we arrived at KLIA , we are still unable to print out the boarding pass. Instructions on the screen is to approach airline personnel to do the boarding. So we join the queue for the regular ‘bag drop off’ counters. Imagine my surprise when I was informed by the service clerk that my ticket was not in the system because since I did not travel the first leg of the trip, the system bunk me off the flight even though I had a confirmed and issued E ticket fully paid for. I asked the counter lady how can the airline bunk me off even though the seat belonged to me and whether I decide to travel or not is my prerogative as I did not miss the flight or change the flight time. I thought they can only bunk me off if I did not check in on the day but my travel info was not even in the system. I questioned the lady about this and was told curtly to ‘wait at counter 17 for standby 30 minutes before boarding’ . I told her that given a time allowance of only 30 minutes on standby, the luggage might not even make it to Bangkok with my missus and she has a connecting flight in Bangkok !
    No apologies from the airline staff or supervisor for the trouble they caused me .instead I was told it was the system’s procedure if I did not call the reservation to inform them I will need the return trip ..?.? So I would like the airline to inform us in public what procedure to take in my case so that others will learn from my misfortune. I am an enrich card holder so my details are in their system so why didn’t the airline contact me or is it my duty to call them up to inform them that I still want to travel on the stated trip even though legally the ticket ( seat) on the flight is mine since I had paid for it. On hind note, I asked the counter staff that since the airline take the liberty of making full use of my vacant seat, can I get a refund on the first leg of the trip that I did not take? The answer given is ‘NO’ it was forfeited. My question to this is’ If the first leg of the trip was forfeited, why was I bunk off the second leg of the trip even though I had paid for the ticket?
    Optimum utilization of the seats should not be done at the expense of us travelers.

  19. Safayet Reply

    Guys do you know Malaysian airline has a Facebook page, I reckon it will more appropriate/ benefited if we write our experience over there.
    Giddy up lets gooo

  20. Chan Mei Yin Reply

    Dear whom it may concern,

    I am writing in relation to my recent distasteful experience flying with Malaysia Airlines.

    1. Flight delay

    I have recently travelled with a friend via Malaysia Airlines. The original flight as per itinerary is as per below.

    30/7/2016. PEN-KL ?1515


    3/8/2016 ?BKK-KL??1705??


    It came to our shock that not a single leg of our flight departed on schedule. As frequent travellers on other airlines, this is extremely shocking to us.

    We are writing however, in particular on flight MH 1166 from KLIA to PEN on 3/8/2016.

    The original flight time was scheduled at 2135. Upon arrival at KLIA from BKK, we were informed that the flight to PEN will be rescheduled from 2135 to 2325. No attempt was made to inform us via SMS or email on this delay. At approximately 2325, we were informed via announcement from the ground staff that the flight will be further delayed due to the late arrival of crew from Langkawi, with no further information given on the rescheduled time. We only manage to depart at approximately 2350.

    We noted that numerous passsengers on this flight are business travellers and foreigners that have travelled on other long-haul flights. Furtheremore, there were also young children and elderly on this flight. No attempt was made to provide any explanation or refreshements to the passengers. This proved to be an inconvenience and hassle to all passengers.


    We only managed to collect our luggage at the PEN atapproximately 0100. By then, our family members had waited for us for approximately 2 ½ hours. After collecting our luggage from the caroussell, we then placed our luggage on the airport trolley provided for ease of transportation.

    Upon unpacking this morning, it came to our dismay that one of the metal luggage handle (which has been pushed down on its holder) has been broken. We believe that much force must have been used in handling this luggage, as this particular luggage was perfectly fine when checked-in at BKK.

    We trust this is not the way Malaysia Airlines wishes to conduct business with its valued customers. We look forward to hearing from you soon on how you propose to solve this matter amicably for all parties involved.

    I am unable to attach the photos of the damaged luggage in this form, thus, please find enclosed photos of the damaged luggage in a separate email sent to [email protected]. Please do not hesitate to contact us if you were to require further information.

    Thank you.

    Yours faithfully,

    Chan Mei Yin

    Liew Yi Hui
    016-495 6822

  21. Joseph Reply

    Very bad customer care service, I never get through even after waiting for 25 minutes. You do not respect your customers time, unacceptable behavior from Malaysia airlines

  22. Wish Reply

    Recently my wife was traveling and had to pay 21000 rupees extra for 18 kg.. Excess weight. It does not match the info given in net.. Not sure if it’s correct or I am cheated.. But for sure the way staff did not inform the charges clearly felt manipulating and took advantage of last minute.. I have the receipt if any one can suggest if the charges are correct it will be grateful.. Any how I have learnt lesson will go for better airlines by paying bit higher price rather putting our loved ones in this situation.
    From today I will make sure my company, my friends, and family will not take Malaysian airlines.

  23. Lin Reply

    I have been calling the toll free line 1300 88 3000 but its always on recorder. It’s truly dissappointing with the service of MAS where no one will answer your call. No wonder MAS always incur a loss year after year. Please buckle up!!

  24. Ni Vo Reply

    To whom it may concern,
    I’m writing this message out of desperation to contact Malaysia Airlines but could not find any alternative form of communication to phone call at all, to which I tried to was advised they could not help with “this kind of enquiry”
    This message is in regard of my ticket number 2322438734409 that was booked and purchased today (Monday 13/06). When I was proceeding with my booking, I could not figure out why there was an additional charge of $112 was added to my original airfare (which was $807). As I was desperate to fly back home for my mother who is going through an urgent surgery in Vietnam, I had assumed it was taxes as stated. Later on, when my partner purchased the same ticket for tomorrow (tue 14/06) without being charged extra $112 as he was not under panic attack like me, had cleverly figured out an amount of insurance had been default on top of ticket price. Now I found that very unprofessional and, please excuse my language, a cheap trick. As I neither wish to have insurance on my ticket nor willingly added it on my ticket , please kindly refund this amount. I’m in the position of needing money to fund for my family predicament. Please kindly understand and resolve the issue.

  25. Amy Nguyen Reply

    I am writing to you as a customer who has a problem caused this morning from flight MH751, HCMC to KL, I am one of the customers, from VietNam, its quite funny and pity that, the team, who are VNese people, that couldnt make a VNese customer, satisfied with the explanation and solution.

    Below is the picture of my luggage, which has reported that “too crunchy, to think and so on…” thats why got broken badly. Interesting part, your customer service team seemed not to know what is the standard of “serving”, without sympathy, or, at least, an apology, they directly asked me “to check and sign that there are nothing lost from my package/ luggage”. I felt like, its all my fault and now the only thing I could do to to fix it myself, by “wrap it up so that you could send your luggage through and get on plane”. Again, another disappointment. When I questioned them, what should “we” do to solve it, am I the only one who should bare it all? They seemed not to be happy to be asked, or, they didnt expected at all, to be asked such. I dont think the way they keep trying to say: nobody wants it, its not our fault, your luggage is not in a good quality… Shall I just directly complain to the luggage company based on your team judgement? They let me stood there more than 10 minutes, first 5 minutes is to ignore and think I would be scared of losing my flight, which I am not. 5 other minutes is to discussed unprofessionally (trust me, I can tell, cause I could speak their language) on how to make me agree to sign on. They came to talk to me again, with none effort, by luck, hoping I would just shut up and do what they advised, again, I couldnt, because I wasnt convinced! I have asked them all: would you just happily sign and leave if you are in the same situation? None response has spoken out, there was just unhappy faces.

    In the end, I agreed to “go and wrap my broken luggage” with a condition: I need a report of what happen with their solution in it. They were so surprised as if the “kind of report” has never appeared in their entire career working there. And so it took another 10 minutes.

    After wrapping my lugg and went on plane, still, no report or documents have given to me, even the one that says: nothing has been lost inside my lugg. “You will meet our manager”, they said. So I waited. Manager came “I heard you want to see me, what is wrong?”. Very “professional” way of communicating! With an forced to say face, she promised to “mend” the luggage when I come back to VN. I hope she could, cause with the condition, attached picture, I think she didnt know what she is dealing with. You know what annoyed me more? Is when said, again, said that my luggage isnt “good enough” or in another way, is bad quality. Well, it might be, I would like to contact the brand to transfer your team ideas and asked them for a clear answer.

  26. Darwin Reply

    I would never travel inMAS again, I was travelling from kuala lumpur to kathmandu in 6th october but , the airline personal said they cannot take the flight to ktm , rather they took us to bangkok for almost 12 hours of transit. They told me i would be offered a room to live and food but as i reached bangkok i was ended up sleeping in the transit, nor i was offered for food. I tried to contact them back malaysia but it did not work. There were no any authorities in bangkok and the one in thailand said they were not i formned about it. Its height of carelessness. I would like to file a complaint regarding this issue. As a proof i have the original ticket and the boarding pass with me. I think i deserve some compensation and explanation regarding the issue.

  27. MAULIK SHETH Reply

    I Maulik Sheth, Ticket No 2328936349840 was suppose to travel Bali from Mumbai Via Kaulalampur on 7th August 2015 at 11.55 pm by Flight Number MH 195 through your Airlines . After Check in our Luaguage for Boarding , your Employee Mr. Sagar informed us the flights are not flying between Kaulalampur to Bali due to bad Weather Conditions. On asking Mr Sagar about the information regarding the flights, he told that he knew the problem from 5 pm on 7th August. We have not received any information ,any call nor any communication from the airport or the airlines authorities regarding this important issue and assuming that everything is OK, we left for the Airport to Board the Flight. The Airlines could have given an alternate solution or communicated us as the booking was for Bali and not Kaulalampur. Further I was told by MR. Milind, who being one of your employee was there to assist us at Terminal II of Mumbai Airport, that the flights from Kaulalampur to Bali would not fly for at least 3 -4 days as per information with him. So we decided to cancel our trip and asked Mr Milind Sawant to refund our Ticket Fare. In reply Mr Milind Sawant denied and told me that it is not his duty as it is the responsibility of the our Agent for refund Process. After a lot of Arguments , we told Mr Milind Sawant to give a written assurance so that we get our refund easily. Instead of handaling the situation and co operating us, he denied to so or co operate us in any manner , Instaed , He started talking roughly and gave abusive language to me and my family and even pulled my collar and pushed me in anger .

    This is a total negligence and an unprofessional behavior from a Airlines like you to treat the Customer very badly, instead of assisting and Co operating them. This is a very serious issue and I want a written apology from Mr Milind Sawant and also from the airlines Authority regarding this issue.

    I was suggested by my friends and relatives not to travel through Malaysian Airlines after the recent incidents but then to we trusted you and decided to travel through your airlines and this is what we got in return – INSULT, HUMILATION, NON CO OPERATION, AND LASTLY IGNORANCE. This will definately effect the reputation of your airlines with such type of unprofessional attitude and Negligence.

    Your non repliance or ignorance in replying will force me to take this issue to court or which ever department it is concerned to any extent as such kind of behavior will not be tolerated.

  28. Ivy Reply

    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!

  29. PM Reply

    Dear Malaysian Airlines Management,

    My experience with Malaysian airlines on my recent flights from Perth via KL to Osaka return was appalling.

    I felt insulted by the way in which Malaysian Airlines treated me as a customer and a vegetarian and I can assure you I will be using my extensive social media networks and Business networks to inform your potential passengers from Australia not to fly with Malaysian Airlines.

    I requested vegetarian meals when I booked my flights – i checked before I flew and was told it was confirmed – I did not get any vegetarian meals between Per and KL. then checking with ground staff of Malaysian Airlines at KL airport on advice from your inflight staff – they assured me I would have meals from KL to Osaka. No meals were available on my second flight. However your inflight staff did find an orange bun that had several pieces of lettuce and a few pieces of capsicum on it – basically stale and not fit for consumption – insulting!

    Prior to my departure from Osaka I sent emails to confirm I had vegetarian meals for the return flights – the first response referred or more accurately deflected me to reservations … then in the second email refer me to another number days after I have landed.

    This is not service Malaysian Airlines this is internal deflection of a problem … making your problem mine and deferring blame to another department or section of your operations. Inept and unforgivable behaviour.

    I checked with ground staff at Osaka (Kansai Airport) and they assured me I would have vegetarian meals fro the return flight. They gave me a card for the meal request to hand to staff – finally i get a vegetarian meal – which was simply not edible. I have flown a lot of international flights mainly with Qantas and Singapore Airlines and i have never had a meal so bad – it was as if you were wanting to tell vegetarian passengers not to fly with you.

    The lettuce sandwich was the last insult – two pieces of bread with only lettuce in it wrapped in glad wrap – of course the lettuce made the bread soggy and wet and totally unfit for consumption.

    I have had no response to the complaint I submitted on the flight about the food. Your staff took photos of the food to prove how inedible it was.

    Your treatment of me as a paying customer was inept, insulting and rude. I will not be recommending Malaysian Airlines to colleagues or friends

    Your deflection of blame internally shows the ineptitude of your operational structure and how the business is in desperate need of good leadership and management.

  30. Hie en Reply

    I accidentally lost my leg gold chain perhaps at airport boarding lounge or on board flight named MH3461 on 24/1/2015. The departure is from MYY to SIBU at 8.35am flight. Hope mas airlines management can help to find it because its very important and extremely valuable for me from my beloved grandpa.

  31. Vince Reply

    Bad flying experience because of bad stewardess services provided. I am a MAS frequent flyer. MAS will be my main choice of selection whenever I organize my trip.

    I can see there is a significant drop of the onboard stewardess service in these years. I have few bad experiences from the treat of the MAS stewardess in my flight especially on my last few trips to Sydney, Australia and Taipei, Taiwan.

    I wish to raise this issue to relevant authority to improve MAS service. The professionalism of the stewardess service to the passengers is important.

    My latest experience was in the flight of MH 367 from Taipei, Taiwan to Kuala Lumpur, Malaysia (as at 22 Oct, 2014 by 1505 – 1950). There is a Chinese stewardess (I can’t recall her name) was too forgetful and ignored on my request. I was not feeling well with sore throat. I politely requested her for a cup of water to ease my dry throat. I knew she might be busy preparing lunch for passengers, I told her not to rush, just prepare a cup of water when she served drinks later. She responded rudely and inform me that, they will serve drinks later and just sit till that moment. Therefore, I can only wait for her to serve the drink from front row till my row patiently, but to my surprise there is no water, but only fruit juices. I forced to take a glass of fruit juice as she didn’t seem to remember on my previous request at all. A moment afterward, she walked back with a cup of water in her tray and asked us who did ask for water just now. I raised up my hand immediately, too bad that she didn’t notice me and passed the cup of water to another passenger. She walked away even I have been calling her when she passed by to gently remind her on my request. It was an act of forgetful and ignorance. I was seriously unsatisfied with this kind of service.

    She was so forgetful while she was preparing the meal to passengers, I have requested for my 2 cups of water from her, she seem to be totally forgot about my request and treated me rudely. In short, I felt discriminated from her action.

    Actually this is not the first time I encountered such disrespect and rude services from MAS stewardess. I was so disappointed for the services provided by MAS stewardess to their passengers. How do MAS train their stewardess in such a way that they not even having such basic respect to their passengers? This experience is terrible bad and affected my emotion. I supposed to be enjoying my trip but I was treated with bad service from the flight service before I have landed.

    To be honest, I have been starting to change my flight service to Cathy Pacific Airline, China Airline and EVA Airline for my trips to Taipei, Taiwan, as their services are much more customer friendly compared to MAS. This is specifically refer to the politeness of the steward and stewardess during my flight.

  32. Brian Grimwade Reply

    Trying to get information from Malysian is impossible. I am currently travelling and want to check the return flight is ok as they cancelled a sector. My phone does not work overseas so I need to email them but the captcha is not working to send them a request. Most of the other pages come up as error 402 page not found. If you contact the call centre the response is ridiculous I was told I am unable to fly from Langkawi to KL without a visa. Last time I checked Langkawi was part of Malaysia! Their whole internet experience is woeful unless you are buying tickets.It is easier to get blood out of a stone than get a response from this airline

  33. Karen chai Reply

    How can I change the passengers name if wrong type when buying using online? Thanks

  34. Eugene Lee Reply

    Dear Sir/Madam,

    I am writing to you regarding to my experience on board flight MH0148 from Melbourne, Australia to Kuala Lumpur, Malaysia dated 30 August 2013. My wife and I was on board this flight which departed 230pm from Melbourne. We were seated at row 35 F & G.

    Firstly, we noticed that the cabin seat and area was very untidy and dirty. When I highlighted this to the air stewardess she mumbled and did not bother to reply on the matter. Then look at the magazines and reading material provided were torn, worn and soiled in disgusting condition that no passenger would bother to touch it. Refer to attached pictures.

    Secondly, our aisle were attended by a rude and grumpy air stewardess which does not have any identification tag and refused to provide us her name. It started when she was serving meals where she spilled huge amount of beverage on my shoulder. Lucky thing is that the beverage was cold instead of a hot drink. It could have scalded my wife but now it had stained a patch on her beloved wool sweater. I understand accidents do happen but how could the air stewardess NOT APOLOGIZE ? To add on to that she served me tea in a badly broken cup. Refer to the attached photos.

    After that, when she returned to collect the trays and utensils, the same air stewardess had knocked the trolley against my wife’s leg. It hurt her so bad that she made a loud scream but the air stewardess just said “oops, sorry” and she carried on.

    How can a veteran and experienced air stewardess behave so carelessly or was it intentional in some way ?

    Lastly, we were very dissatisfied with the delay on our flight and the numerous rounds made on the same flight which caused us to feel giddy and have nausea. The flight was delayed more than 30 mins where our chartered pre-arranged transport had charged us extra for waiting up to an hour.

    Last but not least, we have had a very bad flight experience on flight MH 0148 from Melbourne to Kuala Lumpur, especially with such a rude, grumpy and unpleasant air stewardess attending to us. Please note that the flight supervisor for this flight is Mr. Choo Wee Keong. As Malaysian Airlines had been repeatedly promoting the company and proclaiming their best services, I certainly doubt the marketing efforts as such terrible and irresponsible employees would tarnish the reputation of an established airline.

    In light of the situation, I hope that Malaysia Airlines would take the necessary action on the above feedback. I am awaiting for an official apology and how Malaysia Airlines would be able to compensate us on the stained woolen sweater and additional cost incurred for my transportation back home from KLIA.

    Your soonest response on the above matter is appreciated.

    Yours faithfully,

    Eugene Lee

  35. Jeffrey Tan Reply

    i call 1 300 88 3000 to cancel my booking. and i was told i must go personnaly to ticketing counter at KLIA or KL central. this is really unbelievable, you can book online, but noway to cancel or change online. really terrible…………………

  36. ching Reply

    Malaysia airlines is very poor in responding any queries. Since beginning of December I had cancelled and requested for refund for my mum’s ticket due to health reason but until to date there is no action. After waited for more than 4 months I’d decided to call the toll free number and yet the customer service said that I need to call the local brunch. Well, the number that she given to me doesn’t exist. So, I went to the ticketing office not once but twice. The guy called Mohd Yubu promised that the account department will reimburse the money into my credit card though my claim has not been submitted to the second account department but it has been 3 weeks nothing has been done. I wonder where is my money gone to? I’m not happy with their service at all and I doubt I will us Malaysia airline at all unless necessary. PLEASE GIVE BACK MY MONEY!

  37. ujang Reply

    Malaysia Airlines has very poor customer support. I have been trying to call them from weeks before until now but no one responds..I also sent an email to them for many times but still no response. I just want to confirm about the baggage policy.

  38. faruzrahidzah Reply

    I flew from KLIA to KKIA this morning. After queuing a few minutes to drop my luggage, i regretted the unprofessional attitude of MAS staff at B7 counter around 7.15-7.45am. I never expected MAS staff to behave rudely because i brought a big box. The box is just 18.8kg. Yes my luggage was overweight but i paid for it.

  39. Amila Reply

    Bad show, Poor Inflight service. 7th Dec2012( CMB/KUL) KUL/BNE. 34HK Asked for a tissue F/S Mubarak says I don’t have ,Purser apologizes.29th DEC 2012 BNE/KUL(KUL/CMB). EX BNE (34AC) Beverages served only with Refreshments Stewardess serves second cup the Steward say in front of me to the stewardess ” enough is enough there is a limit you go and do your work’ No Hot Bev with breakfast, reason seat belt sign on.for almost six long hours. This is a famous story all the time with MH. No bad weather on sight, It was well observed that the crew wants to finish off and get behind curtains in the galley. very poor body language by crew , Customer service nil, This is not the first time I have experienced this famous story, seat belt sign on . I will try my best not to fly I have felt ill treat on all sectors after paying hard earn money. Crew makes you feel like the passenger is below them and a non entity in the aircraft. good luck.

  40. abdullah Reply

    I want to make amends to my ticket through internet. I had wrongly typed the date and time for my flight. I tried to send email to [email protected], but dint work.

  41. Peter Reply

    I have flown with Malaysian Airlines many times before and always with a smile on my face. Your companys service is second to none.
    However, this last time was a total disaster for me and my family as my son was not permitted to board your flight MH0017 to KUL because as we were told he traveled on an emergency passport issued by the Swedish Customs Authority, a fact I find quite horrible.
    We were two families traveling together on two separate bookings and this incident meant that I and my son (14 yrs old) had to step aside in Amsterdam and the other family members continue to travel.
    Me and my son had to buy new expensive tickets with China airlines in order to continue travel.
    Your staff at the check in counter in Amsterdam said that she because of the temporary passport must CANCEL our whole trip?? Is that true??
    You must notify me about the status on my booking.

  42. Sriram Arun Reply

    I have booked my ticket from Los Angeles to Chennai round trip.

    This has two stops… One at Narita Tokyo and other at Kuala Lumpur .

    The stay at Narita will be for a night and its 14hrs. Should I get a transit visa from the embassy or its a on arrival visa.. If I decide to wait in the airport should I need to worry about the visa at Japan.. Please help me out on this issue…

  43. Jaswinder Singh Reply

    I travelled to Delhi using MH172 and landed on 27 August 2012. Unfortunately, one of my bags was misplaced by Malaysian Airline (Tag # 023763279). This bag was delivered at my place (Dhuri) on 28 August 2012. At the time of delivery I could only identify that my Sony Digital Camera (along with charger) was missing. I mentioned this fact on the delivery slip as well (scanned copy enclosed). Later, we noticed that two ladies handbags and three suits of my grand children were also missing. My camera worth A$350, Ladies bags worth A$45 and cloths worth A$125 have been stolen by some undisciplined staff of Malaysian Airline. My total loss stands at A$520 due the inappropriate handling of my luggage by some dishonest staff of the Malaysia Airline. I may be compensated for this unfortunate loss caused due to a theft that occurred in the compound of Malaysia Airline.

    This time, travelling with Malaysian Airline had been a bad experience. I need to travel back Brisbane next week and I am double minded about booking ticket with Malaysia Airline. I request for adequate compensation so that my confidence with the Airline is restored.

  44. sheryn Reply

    MAS online booking is not up-dated with booking to Kathmandu on 8 Jul (PR Campaign said 9 Jul), while I found it on other agent website like is available.

    Thus, contacted MAS for booking on phone. The customer service then told the online one is not yet configured, and advised me to book via phone. The LOWEST price quoted was RM1,841. Believing it was the best price, I confirmed the booking.

    From 9-11 Jul, I checked Malaysia Airlines website booking online daily, but it was not put-up. On 12 Jul, website booking on with price quoted for my booking date as RM1,200. I feel very cheated, even if I cancel me booking and rebook, I still gain.

  45. M N Gilmore Reply

    I applied for a ticket refund on 3rd April 2012, and have heard nothing since it is now 5th July 2012, can somebody please advise me what is happening. This is a most unsatisfactory situation. I have attempted to phone the Malaysian Airlines Perth Australia office on 9236 7007 many many times for the last two days and the phone line in permanently engaged, I have emailed [email protected] and have received no response either.

  46. Alexis Reply

    I accidentally left behind my camera on a flight from Bali to Penang, via Kuala Lumpur, on June 12. I have called several times and been given several different numbers to call trying to track it down. I think the camera fell out of my bag when I put it under the seat but nothing was turned in. It’s a 5 year old camera but the pictures on it are priceless and I’m still hoping to recover it.

  47. Greevo Reply

    Response from MAS below – I’ve never heard back. This is very poor service.

    Case Reference : GTS563-04/2012

    Thank you for reaching out to Malaysia Airlines and for taking the time and effort to write to us.

    Our goal is to respond to you within 3-14 business days. However, due to the complexity of certain situations, additional time may be required to respond.

    I have been assigned to attend to your email and will be responsible for providing a reply on behalf of Malaysia Airlines. If you have further enquiries and would like to know the status of your feedback, please send your email to [email protected].

  48. Elly Clarke Reply

    I flew on MH714 from Bali to KL ont he 14th May 2012, and sadly left my IPHONE on the seat/wedged at the side of the seat 25k & 25J. I asked someone at the airlines to check the seat and they had said that there was no phone there, i was sure this was in the side if the seat, but again they would not let me on the plane to check, so i have to rely on the staff to check.

    They called the cleaning staff and they had not handed it in, and i still have no phone. I have called 3 times, but still no one has handed this in. It unerves me that they haven’t had this handed in, and no cleaning staff have handed this in, they assue me that check all cleaning a staff before after they leave the plane. Although they seemed helpful at the time, Its a shame as many other airlines would have this handed in straight away.

    Not sure what I can do now, but hope and wait that someone will hand this in.

    • Steve Batchelor Reply

      After reading many other comments of complaint with regards to your airline I am pretty sure you will not reply to my email. My Daughter only 17 signed up for Raleigh international to spend five weeks in the jungle of Borneo. We were recommended to book on your airline !! and did this on line We had no reminder about an E ticket required and I took my Daughter to Heathrow yesterday. I did not have my wife’s credit card and therefore as I had not booked the ticket only took my daughter as taxi service to Heathrow.

      Point I would like a response on

      1. The ticket office lady was very rude suggested she would not let my Daughter on Plane. I understand the small print but as I said i was only the taxi service on the day. She was very unhelpful and took my Driving licence and my own credit card to photo copy. Almost threw them back at me then walked away. I had to call her back to see if there was anything else I needed to do.
      2. She then told me my daughrter would need to show the booking credit card on her return journey otherwise she would not be allowed back to the UK in 5 weeks time VERY UNSETTLING FOR HER AND HER FATHER AS SHE WAS ABOUT TO LEAVE FOR THE JUNGLE.
      3. The lady wanted to know why she was not going to have her own Credit card on trip with her. I DID POINT OUT SHE WAS ONLY 17 GOING TO JUNGLE AND HER MOTHER HAD BOOKED FLIGHT.FOR A FRONT OFFICE WORKER IN FRONT OF PUBLIC I WOULD SUGGEST SHE BE A LITTLE MORE HELPFUL AND CONPASSIONATE AS WE ALL MAKE MISTAKES. I would suggest you have made a mistake giving her a PR appointment for your airline!!!!

  49. Narelle Iser Reply

    on the 7th of March i flew with Malaysian Airlines on MH 148 from Melbourne to Kuala Lumpur. I sat in seat no. 19 H. When we arrived at KL and exited the plane I realised that I didnt have my reading glasses with me and had left them on the plane. My husband went back to check but the plane had been cleaned and they were not to be seen. I last remember reading on the flight and using them. I did fold up the blanket so perhaps they were tangled up in it.
    I have tried numerous times to get help by phoning the airlines but have not had much luck.
    They are reading glasses with a wire frame…..with a dark bluish tinge in the frame colour. i had a black case that they should have been in.
    I would REALLY appreciate it if you could look for them for me. Can you contact lost property, and the laundry service please.
    Thankyou so much,
    Cheers Narelle.

  50. Nyabiya Reply

    I tried everything to contact you on telephone to notify you of my arrival country while on transit to your city but I was unable to reach you on your telephone; all effort was abortive, so in that regards I had no option than to use your email address to send you this letter via email. I have been trying to reach you for confirmation of your address, as to enable me precede to your address but reaching you has been totally impossible for me. It was about overstaying my transit visa , so I had to leave for other official duties in United States of America where I am now.

  51. bonnie Reply

    Malaysia airlines call centre have the rudest most horrible staff I have ever come across.
    Tried to book return Melbourne/ Bangkok rang three times to arrange stop over because web wont do it twice the staff just left me on the phone when I would not agree to there $300 fare increase for STOPOVER!! Contacted the customer service got an email back saying book online then ask for stopover tried to do this asked to pay $300 AUS more refused so idiot left me for twenty five minutes finaly hung up. Anyone know the CEO email. I have never experienced such horrible people what is the matter with this company?

  52. Juha Tarkiainen Reply

    They dont respond to letters or emails. I have sent 3 letters since 11/2011 without any response.
    Maybe this is a style in asia, who knows.
    How the company can survive in market in these days without response to business letters.

  53. Prasenna Reply

    I have been mistreated and i am very displeased by your services please contact me and i will explain.

  54. Sunthorn Reply

    How to get my receipt.
    My booking is
    Booking Ref (PNR): WRBVR
    Online Booking Ref: ITD13844509

  55. rashmi Reply

    i am travelling from mumbai to jakarta via malaysia by malaysian airlines so do i need malaysian visa for the transit?

  56. Tin Reply

    I travelled from Sappora,Japan to KL by MH 8539 (charted flight by Apple Vacation) on Bussiness class arrived KL on 1.25am on 27/12/2011.Then I realised i left my Galaxy and my girl’s jacket in the aircraft.Then I called the lost and found dept but was told that that they did not receive anything from the housekeeping.I was wondering how honest is the Mas staff

  57. ahila Reply

    By mistakenly i have cancelled the issued tkt segments(SYD-KUL) so please be kind enough to get me the seats for the below mentioned details.

    Travelling date 20DEC SYD KUL
    Flight no UL2340(operated by MH 140)

  58. abc Reply

    guys by mistake i have booked this airline..and still i have time to travel yet i am feeling very scared of what you people wrote…. :(

    • CCC - Sam Reply

      chill mate..Malaysia Airlines is one of seven to be ranked Five Star by Skytrax…their services are good..just enjoy your journey and reach safe :)

  59. roma gurnani Reply

    Hi, can’t board on flight from mumbai to kualalumpur from there to sydney. Reason the hand luggage was not tagged by airport , so they make me run for there and bythe time I got back and already had my boarding pass for 3 hrs in my hand at boarding gate was told for the tag and flight has left at 23.45 and though the flight suppose to be at 23.55 and no one from malaysian airlines is available at that time at airport.

  60. Julie P Reply

    I have a business class ticket from Bangkok to Melbourne on 27 Aug 2011. I have booked this on their website (unfortunately!) I have been trying to make a change to the date for over two weeks now. I called the call centre and the person was very unhlepful and said as it was an internet booking, I would have to email their support and gave me an email address. I read it back to her and she confirmed I had written it down correctly. I emailed them three times over the next ten days with no response to the first two. The emails did not bounce and I got a delivery receipt. In the last emal I threatened to make a complaint directly to their CEO. THAT one got a response and it was pointed out that my previous emails were sent to the wrong address, and gave me the error and the exact adress. Hmmmmm, if they werent received, how come they knew what the error was in the email address?

    I have then had to repeat my request to move my flight by one day. Very angry by now, I also asked about cancelling it entirely as my eticket quite clearly says that I may cancel for a fee. After 48 hours, I got a response that pointed out the terms and conditions (which were not displayed on the web site when purchased – I have screen shots to prove it) that said I would have to go to the Bangkok office in order to change it and could not cancel it and would probably have to pay more as the far was a “special” despite my ticket also saying it was a full fare.

    This amounts to fraud and I am going to lodge a complaint with Malaysian’s consumer affairs department.

  61. Khong Peck Kien Reply

    I’ve filed a damaged baggage claim at KLIA June 2011. To cut the story short,I was offered cash compensation which I have accepted. I was offered to collect the cash from the MAS complex in Subang. I called up the KLIA baggage claim department to confirm some details before leaving for the customer relation department in MAS complex.An Encik Asli directed me with detailed explanation and with such great patience. You can say that the great and wonderful customer relation service started from that moment. When I reached there, the office was still closed for lunch but a kind Indian lady officer directed me to their customer lounge to wait out the time. She even proposed a drink. Soon after, Mdm Maureen Tey came in and settled my claim in the most genial, warm, understanding manner befitting a customer service only the Malaysian Hospitality can offer. She also offered a drink which I accepted. Kudos to a great team. You have done MAS proud.

  62. Michal Reply

    I agree with the Wilsons- the worst airline in the world. No response, no care – I sent a complaint letter about a horrid experience I have had (a series of them, actually) – and I never got any reply to me complaint; although I tried to just give them the facts.

    I believe that the least you do, in the business of giving service is, hhhmmm…provide service. They do NOT do that. The booking system online for their most loyal customers, i.e. Enrich members, is full of bugs as is their logging in system; their food on flights is un eatable and meager. They really should up their game. I, for one, will avoid flying with them as much as I can although they offer the best routing for me. What a pity!

  63. Nantha Reply

    I’m an Malaysian citizen currently at Yangon, Myanmar came down for visiting purpose.I have booked MAS for round-trip, My question is how could i get the boarding pass for my return Malaysia Airlines flight since i can find any MAS agent in the Yangon Airport?Could someone get to clear my doubt?Your response will much appreciated.Thank You

    • CCC - Sam Reply

      why do you need a boarding pass now? you can get one after the security check before boarding the flight…if however the mas website allows you to take a eboarding card printed..then you can..visit the website to confirm the same..

  64. Hamzah Reply

    I am extremely disappointed with the Malaysian Airlines website.

  65. S.D & M.C.B Wilson Reply

    My husband and I are absolutely disgusted with the zero responds from Malaysia Airlines and their staff! This morning – June 13, 2011 – my husband and I went out of our way to travel to the MAS office in Penang to sort out yet another online booking problem and unwillingness from MAS staff to help us. Help was needed because your website was not functioning proper and the number we had to deal was manned by a very rude person! We have been busy with MAS airlines now for over 5 hours and still we are not one step further! We are not in your system. Our MAS ENRICH numbers are not valid for some reason and your staff claims we have not send any complaint even though I have the registered receipts here with me. Please be so kind and read our first complaint and deal with it and after that we can proceed with our second complaint, our online booking where we paid and all of a sudden the price went up with RM30 per person and no time was given for seat allocation! We have asked to be called back on our landline:There is no need for us to convey to you that we are absolutely disgusted with the MAS service and it seems we are not alone!

    ENRICH number: MH063041646 + MH066942013

    Penang May 2, 2011

    Assalamu’alaikum. Salam sejahtera.

    On April 5, 2011 my husband and I boarded flight MH1143 (Penang- Kuala Lumpur). When we checked in we made sure that all our luggage was labeled through to Miri, our end destination. We received our boarding passes for Penang – Kuala Lumpur and the Kuala Lumpur – Miri (flight MH 2594).
    Flight MH 2594 had gate B 11 printed on the boarding pass.

    Well before our departure time we waited at gate B11. As time went on we were joined by 1 female passenger and 6 male passengers. We could see the plane but no MAS pilot or any other Malaysian Airlines employee were visible. As time went on all of us started to get rather nervous. We listened to the broadcasts, we asked around, asked Malaysian Airline personnel but nobody was helpful! By sheer luck we were told by a pilot that he just heard that we had do run to a gate B11, right at the other side of the terminal! We are seniors, 70+, we can’t run no matter how much we want to! Besides that, it is very upsetting!
    Arriving at boarding gate B11 all passengers waiting with us told the staff in no uncertain terms what they thought of the mess-up. The Malaysian Airline personnel, 3 young lads thought it was very funny. They actually had the gall to make a snide remark to my husband and myself, a remark which was overheard by another passenger who was so kind to tell them in Bahasa that they would be reported by him and that nobody had the right to verbally abuse us! We finally boarded the plane and our long awaited holiday could start!

    We arrived at Miri airport and waited for our luggage. That turned out to be a continuation of disaster number one! After waiting for a long time with no luggage in sight we were eventually approached by the Marriott Hotel limousine handler and a female Malaysian Airline employee. It turned out that our luggage was “lost”. We were ushered into the MAS office. We had to describe our luggage, look at suitcase photos and were told that Malaysian Airlines would contact us if and when the luggage was found. When found it would be transported to our hotel, free of charge, a remark which we thought was thoughtless and uncalled for!

    May I tell you that we had booked this trip many, many months in advance. May I tell you that you have absolutely no idea how much we looked forward to this trip. And may I tell you that April 5 is my birthday and that the trip was part of my present! Not only was an extra birthday present in the luggage, something we never ever have done before, but in the luggage were also all our medicines and my jewelry! After all Malaysian Airlines has a top reputation!!! We kept our fingers crossed and departed to the Marriott hotel. The Malaysian Airline lady had told us that she would contact us, sadly she “forgot”! We called, and called and called. We asked the hotel desk to call for us and finally we were told that the luggage would arrive with the last plane. That would also mean that we could not change from our travelling attire into proper evening dress which we wanted to do for my birthday dinner, we could not brush our teeth etc. etc. I could cry, what a disappointment! The Marriott hotel was marvelous, there where the Malaysian Airline staff failed, they stepped in. We got bathrobes, toothbrushes etc. etc. Consequence of waiting for our luggage was that we had to stay awake till the hotel staff brought the luggage to our room! That was well after 1 am the next morning! We had been on the go since 8AM on April 5, 2011! My 69th birthday was, thanks to the Malaysian Airline staff a total disappointment and disaster, we were virtually bushed!

    Returning on April 18, 2011 to Penang things went smoothly and whilst waiting at KLIA we got talking to other passengers from our Miri – Kuala Lumpur flight (MH 2591). It turned out that 11 passenger departed on April 11, 2011, at 8am for Kuala Lumpur – Miri. Their luggage was lost as well and the treatment they got was even worse than what we experienced. They called many many times the Miri MAS airport office. It was either engaged or just not answered. All 11 passengers had to travel to Miri airport to get some answers.
    There is no need for me to tell you that they were angry. However there is a need to tell you that you may have lost some valuable customers because, as they told us, travelling with Air Asia losing luggage does not happen! I did point out that Air Asia does not label through! That was something which did not matter, it was safer and cheaper to fly Air Asia.

    My husband and I can’t convince other travellers the plus side of travelling with Malaysian Airlines, however we feel that we do have to tell you that my birthday was messed up in a most unfortunate way! You may think…oh well, there will be other birthdays. We hope so, but for a twice recovered cancer survivor “life” is very precious and each day is a very very special one.

    We leave this with you. Yes we are shocked and very disappointed. We look forward to your comments!

    Take care, keep in touch and God bless you all!

    Stewart D Wilson
    Marijke Claire B van der Hulst e/v Wilson
    10-7-05 Seaview Garden
    Bukit Ria – Mount Pleasure
    Batu Ferringhi
    11100 Penang

  66. Nadya Sahari Reply

    I am Eva Zimmermanas from Germany, working as a Managing Director of Revitacura Sdn Bhd the new project of helping selected young obesity sufferers to overcome their condition. I would like to arrange an appointment with the embassy to discuss about our 6 month project entred upon sailing around South East Asia and Australia to help selected young obesity sufferers to overcome their condition. We named it REVITACURA project .I am planning a two days trip starting on 13.06.11 until 15.06.11 to Kuala Lumpur and if I may, I would like to arrange an appointment with the person incharge to discuss about our 6 month project, centred upon sailing around South East Asia and Australia.
    I really hope we can rearrange a meeting so that we can discuss much further about the matter.Thank you for spending time to read my email and really looking forward to meet you

  67. Vinesh Bhimani Reply

    I would like to send an email message to the Customer Care Centre about my recent travel experience from Kuala Lumpur to Hyderabad. Kindly let me know the email id.

    Thanks and regards
    Vinesh Bhimani


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