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

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
Malaysia

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
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Flight Status
To check Malaysia Airlines flight status online click here

Flight Schedule
To check flight schedule online click here

Check-In
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 flymas.mobi 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
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.

117 Comments

  1. Posting comment here despite knowing Malaysia Airlines will not attend to it.

    Recently Malaysia Airlines no longer allows enrich ID to login but requires the login to be done using email address. To do this I need to do some sort of upgrade just to realise that my enrich ID is no longer valid. So I called the helpline and they said my enrich account has become invalid due to inactivity. How is it possible when my latest reservation was two months ago? So they asked me to drop the booking reference etc to [email protected] for assistance. So I did it but received no replies despite one week has passed. So I sent a gentle reminder. No replies still. So I called the not so helpful helpline again and they asked me to do the same thing again. I started to question them what’s the point of sending email when that email is not responding. So they gave me [email protected] so that they can kind of checking why the delay of the relevant department in replying my email. I forwarded my email to them just to receive reply that my account has been inactive please contact the helpline again. Helloooo oooooooo so I gave up and decided to sign up again using the same email address just to be informed that there’s enrich number signed up with it and please login using enrich ID.

    Malaysia Airlines, I’m really disappointed in your customer service.

  2. José Luiz Carille Reply

    I bought my ticket from the internet, made the payment through maybank2, received the bank’s confirmation email, the money was deducted from my account and I didn’t receive any confirmation email from Malaysia Airlines. My flight is 7th September – Saturday – from Kuala Lumpur to Manila in Philippines.

  3. If you have any complaint of the terrible customer service of Malaysian Airline, making sure you also post on their facebook so more people are aware of it.

    I just talked to a MAS representative that just misguided me telling a B seat is a window seat until I confronted her that I have the seat map in front of me, and no airline has B seat as a window seat. The two airlines customer service ( MAS & Oatar) each do not take the responsibility of having my booking and helping me to select my seat ( I can’t get my seat assigned on both airline website too). After 5 phone calls, then MAS representative SUDDENLY can find my booking.

    I am a Malaysian, I would like to be proud of our national airline, but this is embarrassing, the kind of unprofessional customer service they provide.

    • Michael Young Reply

      Reading the below comments clarifies for me how unprofessional and totally incompetent Malaysia airlines are. I completely understand that issues may arise and airlines may need to change or alter bookings or may need to cancel flights but the way the company then provides this information to their customers or assists their customers is abominable. They are completely clueless when it comes to resolving customer complaints. My flight was cancelled from Sydney to London, 4 hours prior to departure, without any apology or reason given. Following this, I was given a flight the next day to London which I accepted. My bag was then lost. No-one helped me when I arrived in London, no compensation was offered. Malaysia airlines told me I would have to wait for 6 days to find my bag! They didn’t offer me anything to cope with the fact I had nothing but the clothes I was wearing for 6 days. Absolutely disgusting customer service for such a well-known airline.

  4. Booking ref :KHHZBS
    Travel date: 03.06.2019 from Sydney to Chennai
    Under above reference we have got bookings from Malaysian Airlines, at last minute we have been told the booking is cancelled by travel agent. If there is a cancellation or changes made by travel agent how come Malaysian airlines not informing passengers about the cancellation/changes made when they have email id and contact telephone number. Unfortunately all onward bookings made accordingly original plan, now passengers couldn’t fly. When contacted Malaysian Airlines the response seems to be very poor, they didn’t even inform us about this, and not even feel the responsibility to inform customer when they have contact details. I don’t even know where to complain this issue. Not aware Malaysian airlines would contact us to know more about this issue. I am ready to discuss with Malaysian Airlines

  5. Mohamed Tawfeek Hassan Reply

    I’ll be flying Business Class to Kuala Lumpur, Malaysia, tomorrow; 27/3/2019. I called the enquiry telephone number +60378433000 at 12.10am Korean time to enquire about halal food. I spoke to Tim (he would not give his full name & he does not sound like a Malaysian) & he told me that he was not sure whether the lounges provide halal food. He does not seem to be sure of what he was saying. Only when I ask for his full name that he said he would check the information but terminate the line prematurely and left me hanging.on the line. This was really rude and unprofessional of MAS staff. I regret flying MAS if this is how they handle the customer.

  6. Not surprising to read all the bad reviews dated back to a year ago. I emailed Enrich reward programme on 22.2.2019 to update my profile. Even though i have sent them (as requested by them) a properly scanned passport, they replied that they are unable to open the attachment!! It reminded me of my bad experiences a few years ago with luggage being forced opened by unknown, luggage missing, luggage not with flight i am on.

    MAS, please read through all the bad reviews and improve on them. You are creating bad reputations for yourself if no improvement to services are made.

  7. Not surprising. The service as MAS is so freaking bad in my experience too. Lives up to the Malaysia standard. Sent multiple emails to [email protected] about fare issues and it’s been more than two weeks and I haven’t gotten a reply. It’s so sad that almost all the posts on this page are negative! But so expected!

  8. What is the point of posting comments here when nobody replies?
    Following on my earlier complaint about my delayed baggage in April 2018, I submitted my claims in May after getting someone to respond. Then only in October I was told that the Claims department could not pay as my bank rejected them. I checked with my bank but there was no record of any submission by MAS. I was told to give another account, which I did. Until to date, despite repeated emails, I had not received any updates of the second bank account.
    What is happening?

  9. I had recently taken the flight MH2614 on 31 Dec 2018. Initially I was going to write a suggestion letter which ends up as a complain letter. My main point of this letter is your crew is not polite, quite rude and unprofessional. Have your staff even been trained how to talk to passengers or even how to behave? Before the flight while I was waiting at the respective gate this group of air hostess and stewardess came and sat along with the passengers. They were talking and laughing quite loudly and they were even louder than the other passengers. I could see that there were passengers from other countries and they were staring at the cabin crew. This is such a disgrace. How would the foreigners think of our country? I didn’t think much about it after I boarded the plane. As soon as everybody was seated and before take off I called one of your air hostess as she was handling out the earphones to me. I asked her for a pillow. Her reply was ” Pillows are for kids and babies only”. I was stunned mainly by the crude way she answered me and also because on previous flights with MAS I was always given a pillow upon request. Later on, I saw some pillows taken out from the overhead compartment and was being distributed to whom I presume kids and babies. So I called the same air hostess and informed her that on previous flights they had always given me what I had requested. Nobody ever said that it is only reserved for kids and adults are not allowed to have the pillows. What if your passenger was an old person or somebody with medical problems such as neck and back problems which needs a pillow to rest on as the flight time was quite long? Then only she said that there are only 8 pillows on the flight and is not enough to cater for everyone. She could have said “I’m sorry but there are not enough pillow as we give priority to the children first”. Then I replied that I would write in to suggest for more pillows. Then for some reason she got offended and said that she will bring the supervisor to speak to me. SO the supervisor came which I presume was the head of the cabin crew. Then both of them straight away started defending themselves and kept saying that domestic flights only carry 8 pillows and they have been working with MAS for the past 27 years and there’s nothing they can do about it. They didn’t even allow me to explain myself that I just wanted to suggest more pillows to be carried on the flight and kept cutting me in mid sentence. Also, they were talking very loudly and were quite rude to me and other passengers could hear our conversation. I felt as though I was ganged up upon in that manner. In the end, another air hostess gave me a pillow from the business class whom I thanked profusely. Having said that, I would want to suggest for more pillows to be added on every flights as MAS is one of the main and most expensive airline in Malaysia. Why stinge on small matters like this? Other airlines can provide the same as MAS and the fees is much cheaper. Also please train all your staff to have better EQ and how to be more professional. This is how you improve your service. Don’t say things like it was this way for the past 27 years and nothing can be done. You HAVE to CHANGE your mentality and do something about it if not there will never be any progress in this country. I really hope that MAS will take this matter seriously.

  10. I have flown the airline for the past 20 years and I have a gold card. I have held a platinum card in the past.

    I have experienced difficulties over the last 3 years while attempting to upgrade my tickets to business class. This has not been a problem in previous years. Is it a policy of the company to deny loyal customers to upgrade their tickets with points accumulated over the years in favor of paying customers? If this is the policy, why do we bother staying loyal to the company?

    Albert Lee

  11. My flight from Perth to K.Kinabalu on 24 Nov 2018 MH120 was cancelled due to technical constraints. All passengers were given Hotel accommodation at Great Eastern Motor Lodge but no dinner was provided. We were informed to claim online for the cost of dinner by receipt subjected to AUD$35 max. per pax. Kindly assist how we can claim online.
    Thank you.

    • Teong Jin ciu Reply

      Is a worst experience for me to contact their lost & found department to retrieve my left watch in the airplane on 23 June 2019 MH361 Beijing to Kuala Lumpur, I was with them on business class. When I called the lost & found department 03-87763733, the person named Ella just said temporary they did not receive any lost and found item. Their officer shows no initiative to help and ask where about did I left the watch and the flight details of mine. I was so desperate and I called to operator to find another solution anyhow I was left in vain as well, as it was the same attitude from operator named Rose as well.

      Sorry to say MAS, no wonder your business was in red line as your front line personnel shows such a lousy service in handling your customer issues.

  12. Pete's Party Plan Reply

    Hi to all those who have experienced a very common thread …. atrocious service and poor handling of customer complaints and third world albatross airlines type of flights, food and attendants. Oh my god, where can i start?? I’ll keep it simple and to the point.

    This would have to be the worst airline i have EVER travelled on. It’s completely understandable why they lose PLANES.

    LETS SHORTEN THIS
    1. lost bag
    2. Once received, i found the hard cover case with locks had been accessed and my tablet stolen (yes, not my brightest moment to trust it in the bag but when one is told to reduce the weight of the carry on luggage, it was either the sapphires, server back up drives, client files, sensitive info and other main larger laptop with all confidential info on it or, the tablet). The tablet lost
    3. send email to customer service and they “THANK ME” for my feedback … WTF??
    4. Then starts the run around so i think to myself, be smart and go directly to an office in Australia displayed on the website …. Adelaide – SHUT DOWN, Sydney – SHUT DOWN, Canberra – SHUT DOWN….and I’m sure you get my drift.
    5. So i go to the Adelaide Airport to confront a manager during another flight checkin. – Yes I’ll help, send me your stream of emails and complaint info

    Have i heard back from him?? NO

    This has been going on since August …

    So the motto of the story is, be safe and next time hire a canoe. Pack it up and paddle like hell … at least everything will get there

    DAMN THEY’RE IDIOTS

  13. RAMANATHAN SANKARAN Reply

    My wife and I are travelling Malaysia Airlines MAA -KUL-MEL ( From Chennai , India to Melbourne, Australia) We have made sear selection on the first flight but are unable to make seat selection on the KUL-MEL sector. Kindly help

  14. We went on a tour to Turkey with a travel agency in KL from May 4-13, 2018. There were 9 of us departing from Johor Bahru. The package tour was on Turkish airlines.
    As such we had to connect our domestic flights from JHB-KUL on our own and we did so with MAS.
    However , on our return flight on May 13th, there was a 4 hour delay from Istanbul to KUL and as such we arrived KUL at 8.35pm . Our connecting flight from KUL to JHB was at 9.45 pm and we had apparently lost our hope on catching that flight.
    However , as we were disembarking the Turkish airline flight, we saw an airport personnel holding a placard for 2 passengers on the Turkish airline flight who were actually connecting their next flight from KUL to JHB. Immediately our tour leader informed us that we will not be missing our flight and will continue on our domestic flight a sbooked.
    This is when our nightmare with rude MAS personnel started.
    Let me address the 2 scenarios :
    1) The 1st scenario
    A Malay young lady in the MAS kebaya dress asked us for
    our passports and our baggage tags. Told us that we will board the domestic flight back to JHB but will not be able to get our baggage until the next day. We had then agreed happily but in a split of a few seconds, she suddenly announced that it was 8.56pm and that the boarding gate closed on hour before flight time which we had clearly understood from the beginning. She not only refused to comment after that but further claimed that we should be addressing the issue with the Turkish airlines instead. What we didnt understand was that she could board the other 2 passengers and not the 9 of us. Was it because they had special priority bcoz they were foreigners?

    We gave up and went on the take the Aerotrain to collect our baggage to sort out our next plan to return to JHB.
    Our tour leader called me and asked me to go to the MH counter before the baggage claim.
    So came Scenario 2 as follows:
    2) The officers (2 men in GREEN MAS coats and 1 Maly lady in a kebaya) told my tour leader that they could give us the boarding passes. We thought our nightmare had ended.
    Lo and behold, we were told that we did not have time to collect our baggage and that MH will not send them on the next flight as our baggage tags did not indicate “to JHB”. Our tour leader kindly offered to collect for us the next day and administrate the delivery on MH only to be told that MH will not be able to as we are not eligible for the baggage transfers. A few minutes into the conversation, the officer told us that we will not be able to make it to our flights to JHB after all as the matter was taking too long to resolve.
    When i told the officer that the lady in Scenario 1 had told me otherwise with the baggage , he told me that she is not an MAS officer as she is not in green kebaya! OMG! I didnt want to argue any more. Was on a 10 hour flight from a fun holiday and faced with such disgraceful behaviour with MAS. Sad to be called Malaysian hospitality.

    I dont understand. 2 different scenarios for the same airline . Caused us alot of distress and of course a lousy display of the ‘Malaysian hospitality’!!
    first we were denied boarding coz we were 11 minutes past the gate closing but the other 2 foreign passsengers were not!
    Secondly, we were told we could be given boarding passes but not our baggage. Why?

    An absolute disgrace and disappointment!!!

  15. We went on a tour to Turkey with a travel agency in KL from May 4-13, 2018. There were 9 of us departing from Johor Bahru. The package tour was on Turkish airlines.
    As such we had to connect our domestic flights from JHB-KUL on our own and we did so with MAS.
    However , on our return flight on May 13th, there was a 4 hour delay from Istanbul to KUL and as such we arrived KUL at 8.35pm . Our connecting flight from KUL to JHB was at 9.45 pm and we had apparently lost our hope on catching that flight.
    However , as we were disembarking the Turkish airline flight, we saw an airport personnel holding a placard for 2 passengers on the Turkish airline flight who were actually connecting their next flight from KUL to JHB. Immediately our tour leader informed us that we will not be missing our flight and will continue on our domestic flight a sbooked.
    This is when our nightmare with rude MAS personnel started.
    Let me address the 2 scenarios :
    1) The 1st scenario
    A Malay young lady in the MAS kebaya dress asked us for
    our passports and our baggage tags. Told us that we will board the domestic flight back to JHB but will not be able to get our baggage until the next day. We had then agreed happily but in a split of a few seconds, she suddenly announced that it was 8.56pm and that the boarding gate closed on hour before flight time which we had clearly understood from the beginning. She not only refused to comment after that but further claimed that we should be addressing the issue with the Turkish airlines instead. What we didnt understand was that she could board the other 2 passengers and not the 9 of us. Was it because they had special priority bcoz they were foreigners?

    We gave up and went on the take the Aerotrain to collect our baggage to sort out our next plan to return to JHB.
    Our tour leader called me and asked me to go to the MH counter before the baggage claim.
    So came Scenario 2 as follows:
    2) The officers (2 men in GREEN MAS coats and 1 Maly lady in a kebaya) told my tour leader that they could give us the boarding passes. We thought our nightmare had ended.
    Lo and behold, we were told that we did not have time to collect our baggage and that MH will not send them on the next flight as our baggage tags did not indicate “to JHB”. Our tour leader kindly offered to collect for us the next day and administrate the delivery on MH only to be told that MH will not be able to as we are not eligible for the baggage transfers. A few minutes into the conversation, the officer told us that we will not be able to make it to our flights to JHB after all as the matter was taking too long to resolve.
    When i told the officer that the lady in Scenario 1 had told me otherwise with the baggage , he told me that she is not an MAS officer as she is not in green kebaya! OMG! I didnt want to argue any more. Was on a 10 hour flight from a fun holiday and faced with such disgraceful behaviour with MAS. Sad to be called Malaysian hospitality.

    I dont understand. 2 different scenarios for the same airline . Caused us alot of distress and of course a lousy display of the ‘Malaysian hospitality’!!
    first we were denied boarding coz we were 11 minutes past the gate closing but the other 2 foreign passsengers were not!
    Secondly, we were told we could be given boarding passes but not our baggage. Why?

    An absolute disgrace and disappointment!!!

  16. Sarvraj Sethi Reply

    Hi,

    We were traveling from New Delhi to Singapore via Malaysia Airline flight MH 191 and MH 601.

    The airline (Malaysia Airlines) misplaced the luggage, we were informed that they will load the luggage in the next flight, even after the arrival of 4-5 flights your ground staff was unable to locate our luggage. We were travelling in Business class, If this is the service provided to Business class we wonder what the economy class passengers go thru.

    We the customer service number in India and Malaysia and we did not get any assistance from them either, and were just given an email id to send the mail, which to point is very unprofessional.

    We were booked to board a cruise for the same day i.e. 4th May 2018, which we obviously could not board thanks to the efficient support of the airline. After spending long tiring hours at the airport we have booked a hotel locally and are waiting for our luggage.

    The flight landed at 9:00am and till 6 in the evening these guys have been unable to locate the luggage. Such kind of service was not expected from an airline like this.

  17. I am writing this email as I didn’t receive any feedback option and I am very disappointed with the airline crew members behavior on my recent flight from MAA-KUL-MAA.

    I am really not sure how you train your airline crew in regards to customer service, seeing their attitude towards people on board we felt either they are racist or they don’t like their job. The way the cabin crew was behaving was unacceptable on this route. We took Malaysia Airline to fly from KUL-HKG-KUL however the crew was much better and polite and their service was good however in this route while going to KUL and returning we had a really bad experience. While going we felt they are trained like that may be or maybe that’s how they talk but later I realized this is not the same case in flight form KUL-HKG, its only in flights bound to India or MAA I guess.
    While in return flight we couldn’t bear the behaviors therefore my wife called the air hostess to the serving area and in front of other airline crew she told her that her behavior as an Airline cabin crew is unacceptable, this is not the way she should treat the customer on board. Below is the transcript of the conversations.

    KUL-MAA(MH0180) Bound flight:

    Me (Traveler) : Can I have coffee please ?
    Air hostess (Malaysia Airline MH0180): Since the seat belt sing is on , we cannot provide hot drink now.
    Me (Traveler) : Ok
    After some time
    Me (Traveler) ( To another crew) :Excuse me
    No Response
    Me (Traveler) :Excuse me
    Air hostess (Malaysia Airline MH0180) : Wait sir , I am only working here and I’ll come to you once I am done.
    Me (Traveler) : Can you get me coffee once the seat belt sing is off ?
    Air hostess (Malaysia Airline MH0180) : no sir, There are so many people with request and I can’t remember everything. You push this request button and I will come to take the request later.
    Me (Traveler) :Ok
    After some time – Seat belt is off. Pushed the request button.
    Air hostess Lee Cheng come after some 8 mins
    Air hostess Lee Cheng – Malaysia Airline MH0180: Yes?
    Me (Traveler) : Can I get some coffee.
    Air hostess Lee Cheng – (Malaysia Airline MH0180) :Just wait some time. I’ll see if I can?
    Air hostess Lee Cheng – (Malaysia Airline MH0180) :Give me that trash of your table. keep it here inside this glass properly,(I kept it inside a used glass of someone which I don’t want to with my bare hand , still she says no keep it properly , so I did but I felt really bad of her behavior”), now you reset that request button, I did that too.
    Meanwhile the first crew somehow remembered my coffee and brought it for me. So this lady (Lee Cheng) says Sir , you have already requested coffee to my colleague, then you should not push this button, don’t use this button again, I have other work too saying in a very harsh tone. We pressed the button as we were been told, and is there anything wrong using the request button ?
    My wife did not like this attitude so she walked to service area called Lee Cheng in front of other colleague and told her the behavior is not good but not sure if the crew had taken this seriously.

    MAA-KUL(MH0183) Bound flight.
    This Male flight attended was serving food and beverages as if he is selling potato chips on board.
    He comes to us and ask “ Ok what do you want ?” when we asked what you have of non-alcoholic, “I have everything , you tell me what do you want ?”.
    One poor fellow asked , I need Tropicana , and response was “what ? there is no Tropicana , you want apple juice or orange juice ? Tropicana is brand Ok.” I think that poor fellow was very much afraid to ask anything and said nothing.

    I did not get the feedback form else I could have given the ratings.
    I was very excited to fly with MA but now I regret that and will never recommend MA to any of my friends for any business or personal trips.

  18. Michael Chin Reply

    Can you please give me a call at a pre-arranged time? I’ve tried calling on more than one occasion (long-distance number) and been told that your Customer Services dept is busy, and could I please hang on? I can’t afford to keep hanging on as it’s a long-distance number. I’m calling from the UK. Do you have a UK number I can call, please?

  19. I had been a loyal customer as I had been using MAS for a long time. However, recently I was most unfortunate to have my luggage left behind when I landed in Heathrow. That started the nightmare. Imagine, no warm clothing in the cold.

    In the course of my dilemma, I found the ASC staff at Heathrow, London to be most efficient and helpful. However, with MAS customer service it was another story.

    I find it ironical that MAS has no phone contact number for its Customer Service when ‘customers are important’ to them. All communications are by email. It was impossible to get someone to talk to from Customer Service! I was sent on a runaround on the two numbers given on the website – 1300993000 and 0378433000 which dealt with ticketing issues and you find yourself talking to people from Fiji etc.

    My bag was delayed, badly scratched and my personal luggage tag missing. When I submitted my claims for clothing, I was told that it was done under third party as the luggage was tagged under my husband’s name. I have no idea now what is meant by ‘third party’ as both of us were passengers. I received an email from Customer Service to fill a form for ‘permission to file under third party’! So who is the third party? I just wanted one simple answer!

    Under whose name the baggage was tagged was not of our doing. It was the counter staff who tagged them. So why is MAS asking us,the passengers or customers to account for some action that was not of our doing?

    MAS you need to have your head examined!

  20. I am flying with Mas tomorrow with my son and husband, 2 of us with a toodler. Online checked in was opened yesterday and try to do it this morning realized my husband being allocated away from us, and no way we can change the seat. I find this is ridiculous either human or computer system.
    Again, no way to contact them by email? just on the phone the lady keeping saying’ I cant change it’ Brilliant!!!

  21. Jennifer Bloodworth Reply

    Hi I’m trying to change a flight for 31/03/18 from Phuket to Kota Kinabalu name Bloodworth. I have already emailed with no response and can not get through on the phone. The ‘manage baggage’ option cannot find the flight either. How can I reach the airline to change or even cancel my flight??
    Thanks for your help, sorry to write here it’s a last resort!
    Jennifer Bloodworth

  22. I am at the midst of doing my claims for my delayed flight by your airline. I though id read here first what have you done or your replies to others complaints but im not sure are you planing on replying to any of the comments or complaints thats here on the page?

    It would be good to be transparent with your replies

  23. Graham marshall Reply

    Business class what a joke !!!!! We were expecting a
    The 300/330 that we paid for and instead got a very very old 737 my seat, 2C was broken I sat at 45 degrees from KL to Perth no refrigerated drinks lost two cases on the flight then on the return lost all four. Attempts to get compensation fell on deaf ears they don,t care about customers if anyone has the company address in the UK I would appreciate it thanks Graham P.S apparently if your claim for recompense is more than £5000.00 you can make them insolvent doing that would stop them from getting credit from any supplier they might listen then!!!!

  24. Andrew Woodward has summarized well the state of this Airline and would confirm to date that “Andrew” stands true today as I have described my plight which has occurred just 2 months ago and in spite of my constant followup MAS has FAILED to resolve the Case in question,indeed have not even bothered to reply on its status quo, the whole razzmatazz of Customer Care is nothing but a charade. One cannot expect much from MAS and this is sad really .

  25. This has a reference to all the above comments though no matter how old they the stories are reminiscent of what I have been going thru since Jan 2018 . It is very much true that MAS do not care about there Customers, my case and those of others that I read here and in many of the Social Media about Malaysian Airlines is I must admit is no exaggeration .There is rather poor management and inefficiency all round and certainly do not meet International Standards of an State Airline such as MAS. The case that I have to date has not been resolved nor MAS has ever bothered to update me on the current status of the case . It is unbelievable to say the least. I believe most discerning passengers think 10 time before traveling with MAS as an Airline of choice unless on certain extreme circumstances where there is no choice but to put up with MAS

  26. sayed thaha Reply

    I had patronised Malaysian Airlines for the last few years and had travelled on your carrier many times.

    I was very much disappointed, distressed, depressed and annoyed on the last 4th of March when I was travelling from KUL TO SIN, Since I had to attend an important meeting at Singapore I had booked a ticket as usual on my preferred airlines MH 5485 which was leaving at 10.15 in the morning with booking Ref UZDDRM.

    I was utterly shocked when I reached the Airport and when the Airport Staff informed me that the scheduled flight was cancelled. The airport staffs were not at all cooperative as they informed me that I have to take the next flight. But I have to take the next flight with additional payment.

    I was very much annoyed the way the staff had replied. Firstly all my meeting plans were disturbed. Secondly I being a stranded passenger because of your flight cancellation, I am being asked to pay more to get accommodated on next flight. I don’t understand the logic at all, when all the flights are cancelled and it’s your responsibility to accommodate me on any carrier available at that time or to put me on your next immediate MH flight in any class available.

    Are your staffs not trained on Flight cancellation procedures? Please let me know why should I pay superfluous additional amount of rupees 7000 INR & more to travel on your next flight MH 627 on same date?

  27. Louise Whitehall Reply

    On Wednesday 06 February we took MH03 Business Class from Heathrow travelling to Phuket via Kuala Lumpur. The lounge at Heathrow was ideal as was the KL one on the connecting flight to Phuket.

    However, coming back to UK was a totally different story. The lounge at Phuket was dark and cramped and the food, such as it was, inedible; the majority of it looked as though it had been there from the day before. The staff could not have been more disinterested. There were no alcoholic drinks except for beer. We did think KL will be an improvement; that was another misconception. The lounge we waited in before our flight MH02 to Heathrow was dark, dingy, did not look particularly clean and with awful plastic seating. The food was no improvement on Phuket, although we did manage to source a glass of wine from one of the staff.

    The public pay quite considerable sums of money for a Business Class seat and do expect the lounges to be comfortable and somewhere they can relax before a flight. Outward fine, inbound shameful.

  28. Santokh Singh Bhullar Reply

    Name: Bhullar /Santokh Singh Mr

    I travelled to Malaysian Airlines with my wife on 13th November 2017 to Kuala Lumpur on MH 0003 departing at 10 am from Heathrow airport.

    1 / I had prior to my travel booked and paid for the exit seat on 09/09/2017 and was given seat number 42A 42B. However on arrival at check in at the airport I was not given the seat and was informed it was already taken up but given another exit seat 73J and 73H. This I felt was most unsatisfactory, unethical and unprofessional as booking and paying for the seat becomes invalid.

    2/ The seat given to me 73H – the entertainment radio. movies and all the announcement did not work for the whole journey. Imagine sitting in the plane for13 hours without any form of entertainment is hell of a journey with stress and being very uncomfortable of passing the time considering I am a very bad traveller. In all my life travelling that was most painful and hell of a journey and this was most unsatisfactory as I had travelled in all my life on Malaysian Airlines. I was given another seat but it was not an exit seat and I did not take the offer because I have paid for this service and have not received the correct service. I would like you to look at this matter and look forward for a recourse / compensation. thank you

  29. Re : Grossly unprofessional behavior of a Cabin Crew Member

    I flew with Malaysian Airlines from Bali to Kuala Lumpur in my vacation, a choice I greatly regret today.
    For starters, I was NOT provided with a hotel despite an exhausting transit of 15 hours. A basic courtesy every other airline in the world provides, except yours

    But the biggest incident happened on the way back. I upgraded my ticket to business class while in Bali. And even though the flight to Kuala Lumpur got delayed for an hour, I wasnt informed.
    While on the flight, I cordially requested your Cabin Crew Member Ms.Loke Siew Cheng to take my picture, an endeavor that might cost three seconds most. But the lady was apparently too busy for that.

    When I told another crew member she was really good mannered and apologized on behalf of Ms.Loke. But get this. Far from being apologetic, Ms.Loke went onto argue with me about how it wasnt her job to take selfies.
    Dear Sir/Madam, I have flied for twelve years. I KNOW It’s not the duty of an air hostess to take selfies of passengers. But I also believe there’s such thing as courtesy, something your employees apparently lack!!
    Oh, and if you have any doubt about professionalism of the employee in question, she dared me to complain to anybody, and POSITIVELY OMITTED ME FROM BED SERVICE!!

    Like I said before, I have flied for 12 years, and have used over 10 different airlines. This was the first time I stumbled upon Cabin Crew with such horrible work ethics.
    And make no mistake about this. We all know Malaysian Airlines dont have an excellent safety record either. We still hear the cries of those onboard MH370 from ocean depth. May their souls find peace!!

    Remember , I chose Malaysian Airlines despite such horrible safety records, because I had the slightest belief in your hospitality. But looking back, it seems that had been wishful thinking. Please be ashamed of yourselves and shut down your airline. Whether you do so or not, neither me, nor any of my friends or family will ever fly Malaysian again!!

    Regards -Lihini

  30. 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.

  31. 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.

  32. 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.

    • Another bad experience with MAS.I am flying with Mas tomorrow with my son and husband, 2 of us with a toodler. Online checked in was opened yesterday and try to do it this morning realized my husband being allocated away from us, and no way we can change the seat. I find this is ridiculous either human or computer system. What is the point to allocate a stranger to sit with us/ the toodler?

  33. 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.

  34. 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.

  35. Abhishek Jain Reply

    I have recently travelled from Singapore Delhi (via Kuala Lumpur) on 12th Oct, 2017. My flight was delayed by around 2hrs because which I have missed my connecting Train from Delhi to Agra (2 tickets). While coming back from Delhi to Singapore(via Kuala Lumpur) on 22nd Oct, 2017 one my check in luggage was not available on designated belt, no one from airlines tried to contact me to inform me that one of the my check in luggage is still lying in Kuala Lumpur airport for whatever reason. After lodging complaint at Singapore airport I got to know from dnata services that might be my luggage is still in KL but they can’t confirm anything. I didn’t receive any communication from Dnata services or Malaysia Airlines for more then 24 hrs after that I myself tried calling them asking for my luggage. I got my luggage on 24th Oct around 5:00 pm (almost after 31hrs) that too in full damaged condition. Literally my fibre suitcase is in pieces. I have sent an email to [email protected] also informed them on twitter and facebook page on 25th Oct, 2017 morning around 9 am, it’s been more then 30 hours but no one from your side has responded. Really Bad and Pathetic.

  36. Roweena Hawkins Reply

    I have been reading the various complaints from passengers and it appears that Malaysian Airlines DOES NOT EVEN HAVE THE COURTESY TO RESPOND to most, if not all of the complainants. To this end, I wonder whether my complaint will receive the blindest bit of attention.

    I am a disabled passenger. I was returning from Hong Kong on MH 073 on Business Class on October 20, 2017 travelling with my OWN WHEELCHAIR. Upon embarking the flight, and all in good time I hasten to add, my own wheelchair was supposed to have been loaded to the aircraft cargo hold from the aircraft door. It was not. Neither I nor the crew on board were aware of this anomaly after take-off. Upon arriving at KLIA the ground handlers could not locate my wheelchair from the cargo hold!! I waited on board the aircraft for more than one hour – without the comfort of air conditioning as the Captain had switched off the air-con system upon disembarkation. The In-flight Manager Mr. Yusof Harun tried to locate my wheelchair via the MAS Ground handlers without success. After an hour and given that the rest of the in-flight crew were unable to leave the aircraft without the In-flight Manager and, as long as I, an arriving passenger, was still seated on board in my Seat 2K, one stewardess came forward and told me that my wheelchair had been sent to the luggage carousel and that I should disembark from the aircraft first, using the unsatisfactory KLIA airport wheelchair, which was too small for me. This was evidently a ruse so as to get me off the aircraft so that the inflight crew could go home!! I believe it was well known at this time that my wheelchair had not been loaded on to the aircraft and was arriving on another later flight, through a Dragon Air carrier!! Mr. Yusof Harun would have been told of this by one of the MAS ground handlers but he did not relay this message to me.
    I was a Business Class passenger. My own wheelchair was tagged with the label stating that it should receive Special Delivery to be delivered at the aircraft.
    I demand to know why this was not done.
    I waited at the luggage carousel for one hour and there was no sign of the wheelchair. Obviously not – as it was arriving on another carrier’s flight.
    The Supervisor at the MAS Luggage Reporting Centre, one Mr. Harith wearing a yellow-ochre coloured jacket is an imbecile. He was unable to do a simple procedure like making a Report and in his stupidity, he jammed up the computer reporting System, but not before advising me that my wheelchair was arriving on a Dragon Air Flight ETA 1955 hours.
    My wheelchair finally arrived on the Dragon Air flight at 2115 hours, whereupon I was stuck at KLIA from 1845 hours when MH 073 landed, until 2115 hours.
    This is an appalling level of service, gross incompetence and a behavioural pattern without demonstrating the slightest shred of accountability from MAS staff and crew.
    I wonder whether the Customer Care personnel would have the courtesy let alone guts, to reply to this complaint.

  37. I travelled with your Airline for the first time from Adelaide to Phuket via KL IA.
    As it was my first experience with you I was somewhat excited as I had been told by friends that as a company you had somewhat of a bad rep but they advised that you were taking steps to improve.
    I went on line and found that you offered an upgrade programme which I thought was a great idea to give customers the chance to experience business class with a view to generating more business for your company, I must add that I was unsuccessful both times but that’s ok.
    I have recently been diagnosed as type 2 diabetes so about 2 weeks before travelling I called your call centre in Malaysia to request changes to my meals on board, I was placed on hold in a queue for about 35 minutes and was answered by a member of staff who assured me that he would arrange a change of meals for me.
    I checked in at Adelaide airport and was given seats 24, two together so I thought great stuff.
    I boarded the aircraft and although they looked a little dated it was clean with good seats and ample legroom.
    Unfortunately thats where my compliments cease, When the meal service commenced they dished out meals to passengers on the list for special dietary requirements and I wasn’t on it, I asked what was on the menu and was told either chicken curry with rice or eggs with hash browns. I thought great I will just have the curry, by the time the cart got to me they had ran out of the curry and I was offered without apology I might add the eggs. I spoke with the flight attendant and explained again about my diabetes and it was like talking to a wall, no understanding whatsoever. I ate the eggs and went hungry.
    Another 4 hours into the flight we were advised that a meal service would commence shortly, great I thought hoping to get a good meal, as the trolley arrived I was offered chicken pizza or vegetarian pizza, we’ll I was lost for words that a service crew knew what had happened with my diet request and then offered me 2 choices of things I struggle to eat.
    I declined and went hungry.
    Before my return journey I emailed malaysian airlines and requested special dietary requirements, I sent the email within the company timescales and because the airline didn’t read the email for about 6 hours my request was rejected ( I might add that I was holidaying in Thailand so I was the same timezone as the company)
    I arrived for my flight home from Thailand and was 5th in the queue, I approached the check in desk and was given seat number 42 on the final leg of my journey, I have heard bad reports of this seat and requested a change, I was told no as all seats were booked.
    Again I boarded the aircraft and spoke with the flight attendant about the seat and the possibility of a meal suitable for diabetics I was met with total resistance and no empathy whatsoever.
    I travelled home to Australia thinking wow how is this airline still in business.
    I have trailed with Singapore Airlines, Emirates and Virgin Atlantic who are all without doubt head and shoulders above your company.
    I have taken the time to write on this page, not in the hope of an apology but hoping that I can advise other customers to use other airlines because my experience with your company has been the worst customer experience I have had.

    Kind Regards
    Neil Hogg
    Adelaide
    South Australia

  38. Andrew Woodward Reply

    I’ve just completed my 3rd trip in two months on Malaysia Airlines; what a disaster! More that RM2000 in unnecessary/hidden fees under BUSINESS & FULL FLEX tickets, 3 BUSINESS class flights with no in-flight entertainment, dreadful food, no wine or alcohol on international flights.

    Then we have the filthy, shabby aircraft, rude and uncooperative staff (1:07 minutes on the phone just to change a flight, 51 minutes on hold), and delays, delays, delays – which MH like to call ‘re-timings’.

    Then we have the new phone app, MH send you an email saying your flight is available for check-in, the app redirects you to a website with an impossibly small font – but it either tells you your flight isn’t eligible for on-line check-in or it can’t issue a boarding pass anyway. So what exactly is the point of this exercise when you still have to wait 20+ minutes to recheck-in at the airport?

    Thankfully we are relocating soon and we can hopefully avoid using this dreadful airline again. Having been flying regularly for 30 years, I am qualified enough to say that this has become the worst flag carrier on the planet.

    What an absolute disgrace.

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