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 [email protected].
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.
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!
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!!!
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
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
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!!!!
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 .
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
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?
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.
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
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
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.
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.
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?
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.
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.
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.
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.
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
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.
Is there anyone answering telephone # 132627???? I have tried calling numerous times for the last two days. My tickets are incorrect and it needs rectifying urgently
Great flight and service – We just flew from Australia to London with Malaysia Airlines. Stewards were helpful, food was enjoyable (asian vegetarian selection. One steward on MH04 to London from KL was particularly charming and helpful Mr Azman – please pass our comments and thanks on to him.
Dear Sir,
We were 13 passengers scheduled to travel from MH 073 on 2nd June 2017 from Hong Kong to KUL and then by MH 198 from KUL to HYD. We were unaware that the flight MH 073 had been cancelled and therefore we could not do web check-in for both the flights as the both the tickets had same reservation number and the Malaysian airlines website was showing error. When we arrived at Hong Kong airport, we were informed that MH 073 had been cancelled and we were asked to travel on Cathay Dragon flight KA 729. At Hong Kong airport, we asked the Malaysian airlines representative to issue us the boarding pass for the next flight as well. He told us that he wont be able to issue the boarding pass however he told us that we wont have to take the luggage at KUL airport. The luggage was scheduled directly for HYD airport.
We reached KUL 1 hour before the departure of MH 198 and we saw the Malaysian airlines ground staff. The staff started issuing boarding passes for us but after issuing boarding passes for 9 passengers, he informed me that the flight is full and the remaining 4 passengers will have to wait at the KUL airport for 24 hours and catch the same flight next day. The staff told us that we should have checked in to reserve our seats. At this point we were furious as we were uable to do web check-in due to cancelled first flight and the Malaysian airlines counter at Hong Kong airport refused to issue us boarding pass despite asking for it several times .Of the 4 passengers, 2 were children aged 10 and 13 whose parents were already issued a boarding pass. So the children were stranded at the airport without their parents all alone at the KUL airport. So one of the adults got off the flight to take care of the children.
Total of 8 passengers traveled to HYD on 2nd June and the other 5 had to wait for 24 hours inside the airport ( as we had no Malaysian visa). We had no change of clothes and were forced to buy at high prices from airport shops. We want compensation for all the purchases made.
The 8 passenger who did travel to HYD on 2nd June had a total of 9 bags missing and had received only 4 bags. Many of them had connecting flights to different cities in India but without their luggage, they were forced to stay in HYD. These bags were then received 24 hours later with the 5 passengers who traveled to HYD on 3rd June instead of 2nd. Finally after all this debacle, all of us had reached HYD by 3rd June 11:40 pm. At this point when we thought things could not get any worse, we found that 2 of our luggage had been damaged and were unusable. Find attached the pictures of the damaged luggage. The pink DELSEY suitcase (hardtop) is completely damaged as there is a big crack on the surface. The wheels of the blue TOMMY HILFIGER suitcase are broken beyond repair. The cost of Delsey suitcase was $ 250 and the cost of Tommy Hilfiger suitcase was $170. I want complete compensation for both the luggage.
Kindly revert back to this mail as soon as possible.
I flew with Malaysian Airlines on many occasions. I must admit there are some positive image of Malaysian Airlines. Yes they do have excellent service on the plane. Friendly customer service. The food is delicious and with big portion. However; I must agree the air crafts need to up grade before disaster strikes. They are very old. In fact you can see the paint outside the air crafts are peeling off. This tells you more inspection and investigation require for passengers safety.
Dear Malaysian airline CEO Manager
I am shocked to hear Malaysian Airlines kept passengers on board for 90 minutes knowing there is a bomb threat on board. Everyone would be kill if any bomb explosion. Instead passengers should be ordered to get out of the plain as soon as possible when it came to this incident. NOT a very smart decision to keep passengers on the plane. It was a very bad decision for pilot to halt passengers in an emergency situation. WHAT’S WRONG BY EVACUATION PASSENGERS OFF THE PLANE??
I will think twice by flying with Malaysian Airline.
I raised my concern on previous email. None of your customer service manager send me an email about my concern. Not very customer service focus.
THIS IS THE SECOND TIME I REQUEST CUSTOMER SERVICE MANAGER TO EMAIL ME FOR EXPLANATION RELATED TO PASSENGER SAFETY..
Having read so many negative comments about your airline I feel I need to give some positive comments.I have flown seven times now and so I feel justified in making my comments.
Firstly I have always found the service to be above average.Given that I have flown with numerous other airlines I feel I am in a position to rank.Service has always been friendly and helpful and always trying to satisfy passenger needs.Secondly the food has been outstanding,the best of all airlines I have flown.Thirdly the privacy and comfort of the seats in Business class has been excellent.The golden Lounge in KL has made considerable improvement over the last 12 months and is now of above average standard.Lastly the cost of a Business Class Family Promo is of excellent value.I would highly recommend this airline…..well done Malaysian.
Dear Roger,
I am a malaysian. Im thankful that you gave a good comment on that. i should proud of that. no doubt MAS use to be a very good airlines. for my experience, i did get good service before that but now anymore..you always get the good service properly due to you are in business class. my most latest experience on may 2017 where i travel to Hanoi for holiday with friend. my luggage been open, all lock broken. my luggage been broken as well when on my return flight. 1st, customer care in Airport no friendly but rude & lazy to attend my complaint. about my luggage been open when arriove in Hanoi, i make a report with MAS customer care. i send all detail to them. tey ask me to prove all photos if have. i did..after i send that, no one reply my email anymore. until now, even i post in FB, they only ask me give the reference no.they will check but its been 6 months,i resend all email but no one border my complaint anymore. i have lost my belonging from the broken luggage. do you think that MAS still good. i travel more or less like you 7 times may be, economy & even i travel in business class before.after this comment, i dont think so MAS will feed back as well.
Please see email sent to you on 20th April, no acknowledgement or response has been yet received. Please advise acknowledgment and response time scales for complaints regarding poor customer service. Or do you just ignore them ?
Dear Malaysia Airlines
This is my third complaint against your service. My previous complaints were through your facebook. So far I did not receive any acknowledgement. I am quite disturb with the boarding procedure. Yours is just like low cost airline, yet I think Air Asia is much better. Why there was no segregation between class for boarding to allow business and gold member convenient passage to the aircraft. Everybody seems to be rushing to the aircraft. Pls provide clear and proper procedure
I booked and flew from Perth to Hong Kong on 7April 2017 with the family. I have to say that I have never seen a dirtier aircraft before in all my life of travelling. It was absolutely discusting. So bad that my wife picked up a viral infection that very evening we arrived in Hong Kong. Thank you for giving us the best start to our holiday. All our plans and bookings ruined. Unfortunately we are stuck with flying back to Perth with you and not looking forward to it. Honestly budget carrier aircraft are much more cleaner then yours. I will never be flying MAS again.
My name is Alan B, WISE. I hold a British passport and was born in 1930. I take medication for a heart condition, have arthritis in my right knee and I am registered as a disabled driver.
On January 7th 2017 I booked a business class return ticket with Malaysia Airways from London Heathrow Terminal 4 to Kuala Lumpur. On the outward journey I travelled on flight MH 003 leaving at 10.00 am on Saturday, January 22nd. On the return journey I travelled on flight MH 004 leaving at 9.30am on Saturday, February 25th and arriving at Heathrow at 15.40 GMT. Because of my age and my physical problems I reserved wheelchairs at both Heathrow and KL.
On my outward journey my Heathrow experience was flawless. After depositing my luggage I was taken to the M.A lounge by a middle aged lady who was polite, talkative, friendly and helpful. I was later conveyed to the aircraft at Gate 6 by a Sikh gentleman with similar attributes. I passed through security and other obstacles at speed and with no problems, being fast tracked all the way. I was treated on the aircraft with respect and kindness.
At my destination a wheelchair was waiting and I was conveyed by a charming Malaysian young lady through security and immigration at speed. I travelled swiftly on the internal train. She removed my luggage from the carousel obtained a trolley and then with my assistance managed to control the wheelchair and the trolley. She even asked me if I wished to visit the toilet and the duty free shop and the whole operation was completed within twenty minutes. My elder son was waiting for me in the arrival area. All highly efficient and well organised. Needless to say I was highly satisfied. During my stay I was frequently asked about my flight and I was able to praise everyone involved in making my journey so pleasant and stress free.
My return journey started well. I arrived at 7.00am Malaysian time, booked in and was quickly conveyed in my wheelchair by a tall Malaysian, of military bearing. He was highly efficient and took me through security at speed fast forwarding me and shouting, “Excuse me” in an authoritative manner whenever obstacles blocked our passage. He left me in the M.A lounge and informed me at what time he would take me to gate 37. He returned on time and took me to the awaiting aircraft with a no nonsense approach. Again in the aircraft the crew were attentive, polite and friendly.
After such wonderful treatment I should have realised that there was bound to be a downside and it soon happened when we were deposited into the buck passing, shambolic chaos of Heathrow’s arrival section.
Malaysia Airways issued all the passengers in my section with a pink plastic card allowing its passengers to use the immigration Fast Track lane. The plane landed at 15.40 forty minutes late, I therefore rang my younger son and asked him to move his car into Heathrow and that I should be there in about fifteen minutes. Foolish optimism!
The wheelchairs did not arrive until 16.00 and did not appear to be staffed by the usual contractor’s staff. My name was checked off so they did know I was arriving. There were three passengers on my flight requiring wheelchairs in addition to myself. A lady in her late nineties accompanied by her daughter, the lady was immaculately dressed even though she had just spent thirteen hours on a plane; she could well have been a friend of Miss Marples. The second lady was from Essex aged eighty and had travelled from Auckland, New Zealand on her own. The third lady was middle aged and had her arm in a sling and was in constant pain. I was the last to be picked up. I was taken a short distance in the wheelchair and then transferred to one of two buggies. We travelled another short distance and were then instructed to leave the vehicles. We asked about our wheelchairs but were told we would be given new ones in Immigration; the lady with the daughter however wisely retained her original wheelchair.
The rest of us were therefore forced to limp into Immigration on foot. We were told to take seats and we would soon be attended to. We sat for ten minutes whilst other foot passengers arrived and joined the queues. The room was absolutely packed with hundreds of people; I later learned that several flights had arrived together. I then asked an official what was happening to us and where were our wheelchairs. We were then told that the wheelchairs would be allocated after we had passed through immigration and that we would have to stand in the queue, We pointed out that we had been given Fast Track tickets by Malaysia Airways. We were told that Fast Tracking only applied to foot passengers and NOT to wheelchair passengers; this was contrary to all our previous experiences. Three aged and infirm people were expected to queue sans wheelchairs! We all strongly objected to this callous treatment and asked to see someone in authority. After about ten minutes an official arrived with his entourage; he claimed, I think, to be in charge of Heathrow Border Force.
We explained our problem to him. He was totally unsympathetic to our plight and seemed to think that the problem concerned us being business class passengers. The lady in her late nineties then said, “Would you treat you grandparents in this way?” The official then completely lost his temper and shouted at the lady “Don’t you dare bring my family into your petty affairs. All my grandparents are dead.” A voice behind us interjected,” We will be joining them if we don’t get out of this hell hole soon,” The official continued to harass and verbally abuse the lady wagging his finger into the face of the wheelchaired lady. Her daughter objected at his shocking behaviour and I intervened and said “I think if you are a gentlemen you will control yourself and apologise to these two ladies for your appalling behaviour.” He then muttered “First class, business class and economy passengers are all treated the same in Immigration”. Another passenger intervened saying “Yes you treat us all like dirt.” At this point the official trounced off. He had failed to realise that our major problem was about the treatment of wheelchairs passengers and not about which class we had travelled in.
We were all completely drained by this vicious encounter with a so called senior representative of Her Majesty’s Government. We had no alternative but to join the queue without wheelchairs and clutching our hand baggage. He was very lucky that no one had a heart attack after the stress of this unbelievable encounter.
After about ten minutes a sheepish looking official arrived and removed one of the black ribbons which separated the various queues and waved all our party through immigration. Deep in the catacombs of Planet Heathrow remorse must have set in. The immigration officer at the desk who had overheard the fracas apologised to us for the way we had been treated. The lady and daughter then left us and proceeded to the carousel but for the rest of us our problems were not yet over.
After moving through immigration we then were ushered into the wheelchair section. There was a row of wheelchairs and an official seated in the right hand corner at her desk. There were three ladies already present one in a wheelchair. I was the first to arrive from my party. I gave my boarding card to the lady explained my problem and she told me to help myself to a wheelchair and then explained that there was another problem; she had no staff to operate any of the wheelchairs and she would contact her supervisor. After a long wait no supervisor appeared.By this time the two other ladies from my flight had arrived along with several other passengers from other flights. My two ladies in the melee found themselves at the back of the queue. The eighty year old lady who had flown from New Zealand then decided to walk to the carousel rather than wait any longer. Then a young girl appeared and was allocated to me by the official. It was doubtful whether she had guided a wheelchair before; we kept almost bumping into people and hit the side of the wall on several occasions. When we descended the ramp we accelerated alarmingly I thought I was going to be squashed like a fly on the wall at the bottom of the ramp. We eventually arrived at the carousel. The girl immediately vanished. There was no one else at the carousel. The lady from NZ had arrived before me. She attempted to extract her large suitcase from the carousel nearly fell, hurt her back and had to let her case go. Neither of us had trolleys. I had to extract my two cases on my own in spite of doctor’s orders not to lift heavy objects. A friendly porter then appeared and loaded my baggage on to a trolley. A newly arrived passenger helped the NZ lady to rescue her luggage and obtained a trolley and a porter for her too.
We reached the exit of the arrival section. It was now 17.07. My son had been waiting for nearly an hour and a half and had gone to the toilet. The porter asked me for his contact number, he rang my son and the porter directed him to me. At last I had found someone helpful and caring working on Planet Heathrow. The final insult was a parking ticket of over £11 due to my unnecessarily lengthy ordeal. Three hours later I arrived home in Lincolnshire tired and angry from my encounter with, “the welcome to England brigade”.
I was given a card by the official in the wheelchair section for feedback on my encounter with Heathrow and have so written this rather long account. I hope this feedback will also help future wheelchair passengers. My outward journey from Heathrow was efficient and pleasurable but my return was a journey into hell, People of my age group are reluctant to make long journeys to visit their distant relatives and friends in far away places and rely very heavily on the wheelchair service. It is vital that there should be a viable and efficient service and that elderly passengers should not be discouraged from making what may well be their last great adventure. I felt deeply sorry for the lady in her late nineties, she looked like everyone’s idealised grandmother and she and her daughter were obviously deeply shocked and upset by her encounter with Planet Heathrow and Border Force.
I do understand that the Immigration Department are under extreme pressure at this time, and I do not envy them their job, but that is no excuse for the shocking behaviour of a senior officer when he was liaising with elderly members of the public. There needs to be grass roots inquiry into the operation of the wheelchair organisation in the arrival section of Heathrow airport and their liaison with Border Force. There seemed to be far too much buck passing. It was never anybody’s fault.
I am also sending a copy of this report to my MP, Andrew Percy, Malaysia Airways and the Border Force at Croydon. I look forward to an appropriate response to ensure that the whole sorry issue has a positive consequence.
Final comment.
I was given a plastic card at the wheelchair section to report my complaint to http://www.surveys.com/heathrowpasurvey, This website does not exist ! Dear Sirs.
To Malaysia Airways
I enclose for your attention an account of my harrowing experience passing through Heathrow Terminal Four Arrival Section on Saturday, February 25th 2017. No doubt will wish to inquire why your Fast Tracking procedure for wheelchair users was not implemented at the Immigration Section. I had two very satisfactory flights to and from Kuala Lumpur and am only sorry that your high standards were not replicated by the services provided at Terminal Four.
I am.
Yours faithfully,
A.B. WISE