Malaysia Airlines is the flag carrier of Malaysia and operates flights to several destinations in Asia, Europe, the Middle East, and Australia. According to Skytrax, a well-known airline rating organization, Malaysia Airlines has a 3-star rating out of 5 stars. The airline’s main hub is the Kuala Lumpur International Airport, or KUL.
The airline was founded in 1947, making it 76 years old as of 2023. It is owned by Malaysia Aviation Group (MAG), which is a subsidiary of Khazanah Nasional, a sovereign wealth fund of the Malaysian government.
How to Contact Malaysia Airlines
Malaysia Airlines has its headquarters located at Level 1, Administration Building of Kuala Lumpur International Airport. You can call 1 300 88 3000 or +603 7843 3000 (within Malaysia) for queries on reservations or lost baggage.
Here are numbers for other important regions: 132627 or +603 7843 3000 (Australia), +86 400 601 5331 (China), +852 3001 0026 (Hong Kong), +65 6723 1009 (Singapore), +66 2787 3513 (Thailand), +1 669 288 7053 (US), 1 300 88 3000 (UAE), and +44 033 0365 0080 (UK)
If you have a query on the frequent flier program, you can write to enrich@malaysiaairlines.com.
Overview of the Airline
As of September 2021, Malaysia Airlines had a fleet size of 63 aircraft, including Airbus A330s, A350s, and Boeing 737s.
Malaysia Airlines offers various features and services to its passengers, including in-flight entertainment, a loyalty program, and various cabin classes, including first class and business class.
Let us share this for your knowledge that Malaysia Airlines has won numerous awards over the years, including the World Travel Awards for Asia’s Leading Airline, Asia’s Leading Airline Business Class, and Asia’s Leading Cabin Crew.
Travelers choose to fly with Malaysia Airlines because of its comfortable cabins, friendly service, and competitive fares. Additionally, the airline maintains a good safety record and offers a range of destinations, making it a great choice for both business and leisure travelers.
Some of the airline’s popular destinations include Bangkok, Beijing, Hong Kong, London, Melbourne, Sydney, and Tokyo.
Know the Popular Routes
Malaysia Airlines flies to more than 50 destinations worldwide, including domestic and international destinations. It operates flights to various places in Asia, Australia, Europe, and the Middle East, connecting passengers to major cities and tourist destinations. However, the exact number of destinations served by the airlines may change from time to time due to various factors, including market demand and route optimization.
The main hub of operation for Malaysia Airlines is Kuala Lumpur International Airport (KUL), which is located in Sepang, Malaysia. The airline also has a secondary hub at Kota Kinabalu International Airport, which is located in Kota Kinabalu in Malaysia.
It connects various cities and destinations worldwide, including Bangkok, Beijing, Singapore (city state), China (country), India (country), Indonesia (country), Korea (country), Japan (country), Jakarta, Manila, Seoul, Shanghai, Tokyo, Amsterdam, London, Paris, Frankfurt, Istanbul, Auckland, Brisbane, Melbourne, Sydney, Perth, Adelaide, Jeddah, Medina, Muscat, Riyadh, among others
Malaysia Airlines is a popular choice for travelers looking to explore Asia, Australia, Europe, and beyond.
How to Book Your Flight with Malaysia Airlines
- Visit www.malaysiaairlines.com or its mobile app.
- On the home page, click on the ‘Flights’ tab on the left side of the page.
- Enter your departure and arrival cities in the appropriate fields, and select your cabin class and select the number of passengers from the drop-down menu.
- Select the option which suits your preference — One-way, Round Trip, or Multicity.
- Select any additional services such as meals or extra baggage allowance.
- Review your itinerary and the total price of your booking before pressing on the ‘Book Now’ button.
- Enter your personal information and contact details, including your name, email address, and phone number.
- Select your preferred payment mode and enter your payment details.
- Review and confirm your booking details and make the payment.
- Once your payment is processed, you will receive a confirmation email with your booking details and e-ticket.
You can contact their customer service for assistance if you encounter any issues during the booking process.
Malaysia Airlines offers several payment options for booking flights, including credit and debit cards, online banking, cash, PayPal, but it may vary depending on the country and currency of your booking. Moreover, some payment methods might incur additional fees or charges, so it’s best to check with Malaysia Airlines, your bank or payment provider for more information.
How to Check-in for Flight
Malaysia Airlines allows flyers several ways to check in for their flight, including online check-in, mobile check-in, self-service kiosks, and airport check-in counters. Here are the steps to check-in for your Malaysia Airlines flight.
Online Check-in
- Visit the official website of Malaysia Airlines, and click on the ‘Check-In’ tab.
Enter your booking reference or e-ticket number and your last name in the appropriate fields and press on the ‘Check-In’ button. - You can check-in online between 48 hours and 90 minutes before your flight departure time.
- Once you complete the check-in process, you can print your boarding pass or download it to your mobile device.
Mobile Check-in
You can also check in using the Malaysia Airlines mobile app, available for iOS and Android devices. Log in to your account and follow the onscreen instructions to complete your check-in. You can then access your mobile boarding pass on your device.
Self-Service Kiosks
Malaysia Airlines also provides self-service kiosks at select airports, which allow you to check-in and print your boarding pass. Simply follow the prompts and scan your passport or e-ticket to retrieve your booking.
Airport Check-In
If you are not comfortable with any of the above methods, you may try out the safe and tested one by checking-in at the airport counters. Check-in counters typically open 3 hours before departure for international flights and 2 hours before departure for domestic flights.
How to Manage Your Booking
If you have booked a flight with Malaysia Airlines, you can manage your booking through its website or mobile app.
First, visit the Malaysia Airlines website, and click on the ‘Manage Booking’ button by first pressing the ‘Manage’ tab on the home page. Enter your booking reference or e-ticket number, along with your last name, and click on “Retrieve Booking”.
You will be able to view your booking details, such as flight itinerary, seat selection, and meal preferences. If you must make changes to your booking, click on the appropriate option, such as ‘Change Flight’, ‘Add Baggage’, or “Upgrade Cabin Class.” Keep following the prompts to complete your desired changes to the booking.
Changes to booking, such as flight date or route changes might incur additional fees or charges. It’s always best to check with Malaysia Airlines or your travel agent for more information on the specific terms and conditions of your booking.
What You Should Know of Frequent Flyer Program
The Frequent Flyer Program of Malaysia Airlines is called Enrich. It allows members to earn and redeem Enrich miles for flights, upgrades, hotel stays, car rentals, and other travel-related services.
It offers several tiers of membership — Enrich Blue, Silver, Gold, and Platinum. Each tier offers different benefits and privileges, such as priority check-in, extra baggage allowance, lounge access, and bonus miles.
As a member, you can earn Enrich Miles by either flying with Malaysia Airlines or its partner airlines. Miles can be redeemed for flights, upgrades, and other rewards, starting at 4,500 miles for a one-way domestic flight in Malaysia.
Enrich also offers a Family and Friends program that allows members to pool their miles together to redeem rewards faster. Members can also transfer miles to other Enrich members or donate them to charity.
To join Enrich, you just have to sign up on their website. Membership is free, and new members can earn bonus miles for their maiden flight with Malaysia Airlines or its partner airlines.
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!!
Dear Sir/Madam, Malaysia airline was always my choice for flying overseas.The service was so great previously. But this time I would like to file a complaint on entertainment service during my flight to Kuala Lumpur from Heahthrow airport on the 10th January 2017. I supposed to enjoying my trip but the entertainment service was not working at my husband (53G) and myself (53F) seats for the whole 13 hours trip. We are so upset and boring as compared to other passengers and this affected our emotions. I think i deserve compensation and explanation regarding this issue.
My family and i travelled from Bkk to DPS via KUL. Flight from BKK was delayed so thus, when we arrived to KUL we’ve been told that we had missed our connectiong flight. Due to our travelled conditions within indonesia we must flight on the same date which is 5 jan 2017, the manager offers so many options but after 4 hours standoff with his rude behavior himself saying that it wasnt possible to get us to final destination on the same day. Me and my family end up stranded in bali for 5 days due too high season and no available flight to go out of Bali. All of these are on our personal expenses as MAS wash their hand off.
In additional on board service was terrible. To the point stewardesses was shouting at passengers
To the Manager,
Please respond as this is my third message and I have been very patient in waiting for a reply!
I am writing to explain my experience flying Malaysian airlines from London Heathrow to Melbourne Australia (MH001)on the 19th of December and arrived into Melbourne on the 21st December.
I had previously requested an emergency row exit seat via the phone to Malaysian airlines only to be told several times they were waiting to see if the request had been accepted. Nothing was given before I had to go to the airport. At the check in desk I was allocated an exit row. The plane was delayed by 1.5 hours to begin my journey.
Once on the plane I found my exit row aisle seat and soon realised it was right by the toilets. For the entire 13.5 hour flight I was surrounded by people queuing for the toilet. Not only did they stand in my legroom space but they also tripped over and stood on my feet several times. I complained to the cabin crew but they told me there was nothing they could do and actually thought it was funny. I was awake the entire journey due to this as well as the toilet light flashing in my face and the the door constantly banging from people going in and out of the toilets. It was the most unpleasant flying experience I have even endured.
Once arriving in KL I went to the information desk to find out about my seat for the next leg of my journey to Melbourne. I was told the exit seat was also by the toilet so I asked for it to be changed. I got a normal aisle seat. Once in the plane I was asked to move seats to accommodate a family of 3 which I did, but was not happy after my last flight experience.
I flew on flight MH0149 to Melbourne. Once I arrived I waited and waited but my bags did not arrive. I went to the missing luggage counter and was told that my bags had been sent to KL and not to Melbourne!! Yet another awful experience due to Malaysian airlines. Because of having to spend time trying to find my missing bag I missed my booked bus to Geelong and had to wait another 1.5 hours for this. After my very long journey from London another 1.5 hours was a long time and very distressing.
My flight arrived into Melbourne at 9.50am Wednesday the 21st of Dec and it is now Thursday the 22nd at 4pm and my bags have still not arrived. I have no clothes, no toiletries and am very upset by this whole ordeal.
I phoned customer services today and explained my situation and was advised to email to voice my concerns. I would like to know what compensation I would receive for this horrible ordeal I have been put through! I have to fly back with your airline on the 14th of January and am very reluctant to go through anything like this again. I would like to request that I be upgraded to business class to restore my faith in your airline again. I just feel very let down by the staff requesting the exit row, by the air hostess for not taking my complaint on the plane seriously and actually laughing and by the incompetent check in woman in London who did not check my bags all the way the Melbourne.
Thanks very much for your time and I look forward to hearing from you.
Leesa Schooneman
Case#2016091337002351
My partner was denied his visa application to go to New Zealand with me this Christmas. We were always aware that he would be able to get a full refund of his ticket if his visa was rejected.
So, on the 13th September, he emailed Malyaisan Airlines and got in contact with a lady called Sereana and sent all of the information to her. She replied saying he would get a full refund between 3 weeks to 3 months and all we had to do was wait. Oddly enough, I’ve just realised that we were only given a case number 2 weeks ago when I rang for the millionth time, so I have no idea how anything was ‘being processed’ in the months before then.
In November, I rung up to check what was going on because I didn’t have the money back on my credit card.. I was told that they hadn’t even begun the refund process! The lady then told me they’d start the process urgently and immediately and that I’d have the money back within the next 3 weeks.
Of course, this never happened. I then rang again and again and again and AGAIN and finally got to speak to the refund department. I didn’t get off the phone until they they emailed me saying that the refund had been sent through and that I’d have it within 24 hours – which they did and I still have the email proof. However, within that time I actually flew to New Zealand on my own and after a few days I had to call again to explain that I STILL did not have the refund on my credit card.
Every time I ring I get given a new person to explain everything to and they can’t help me because they have no idea what they’re doing and the refund department are never ‘in’ to speak to directly. Each person said that they’d email the refund dept for me and they’d ask them to call and email me, but not once have I ever received a call or email back from anyone, so I constantly have to call back over and over again.
Finally, a couple of days ago (while on holiday!) I spoke to a lady called Sarah, who said she was a supervisor and would contact the refund department….. (when they got in of course!)….. and she also said she’d call me back the next day and of course that didn’t happen either.
I’ve been trying to call again today but the phone is busy and I’ve probably spent more money on calling international numbers trying to sort this mess out than I paid for the flights in the first place!
Obviously I’m still paying interest on the cancelled flights on my credit card while waiting for the refund and I cannot express the incompetence of Malyasian Airlines staff and how useless and unhelpful the agents are on the phone.
Please can someone actually deal with this matter as soon as possible. It’s been well over the due time for me to have received the refund.
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 gccc.reservations@malaysiaairlines.com; customer@malaysiaairlines.com. Please do not hesitate to contact us if you were to require further information.
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.
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
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
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. ]
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.
Firstly, thank you Albert for sharing the experience. Unfortunately, I encountered the same problem as you did. I did ask the airlines people on why if they want to cancel the return leg, the owners of the tickets were not informed at all. The person was not able to answer, even though she felt bad about how the current systems is being handled. She mentioned that a lot of people did faced the same problem as you and I.
Now, I need to go to the airport tomorrow and be on standby with 2 young children as until now, the airlines are not able to get for me the confirm ticket. Legally, the tickets belongs to us, the customers who bought the tickets and to me it’s not right for airlines to take away our tickets and resell them without even informing the owners. How can the owners of the tickets aware that their tickets can be taken without any notification from the airlines.
I hope that the airlines will make a simple change to the system by modifying the workflow to inform the tickets owners so that they can decide whether they want to remove the return leg tickets. Will this be a fair request to enhance the customer experience as this is really left a bad taste to MAS valued customers.
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
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
KL-BKK??1750
3/8/2016 ?BKK-KL??1705??
KL-PEN??2135
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.
2. DAMAGED LUGGAGE HANDLE
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 customer@malaysianairlines.com. Please do not hesitate to contact us if you were to require further information.
Thank you.
Yours faithfully,
Chan Mei Yin
016-4875167
Liew Yi Hui
016-495 6822
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
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.
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!!
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.
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.
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.
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.
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!
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.
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.
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.
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
How can I change the passengers name if wrong type when buying using online? Thanks
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
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…………………
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!
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.