MAS Bad Services Revealed!
UNEXPECTED RESULT AND FEEDBACK
Here is my horror story concerning Malaysian Airlines. My girlfriend and I were set to fly out on 9:30pm December 15th, 2010 from Changi Airport to HKG. We arrived to the check-in counter at around 7:30pm and encountered some problems with weighing in our baggage. My girlfriend and I each had two pieces of baggage with us a carry on bag and one to check-in, my check in bag weighed 24kg while my girlfriends weighed 31kg. After the weigh in, the guy at the counter aid that my bag met the weight requirement, while my girlfriends suitcase was 10kg too heavy. So to fix the situation we decided to take stuff out of my girlfriend’s suitcase and distribute them onto our carry-on luggage. After 45 minutes we finally got the weight down to an acceptable level and the employee then proceeded to tell us that now my carry on luggage, which was at an appropriate weight 45 minutes ago was now 4kg too heavy. After another round of shuffling around our stuff and buying a new bag to put them in we finally fixed the weight issue. As we began the check in process the time was almost 9:00pm. We then encountered another problem as he told us that we could not board the flight due to the fact that we have had no onward tickets exiting Hong Kong. After reasoning with him that we were taking a train onward to Guangzhou, which immigration rules clearly state that you can enter Hong Kong without an onwards ticket if you are heading towards mainland China. As I explained this to him he said the only way we could get on the plane was to purchase another ticket, by that time he told us we wouldn’t make the boarding time anyway and to just cancel our trip. I hate to point the finger, but the guy working the counter was an unprofessional joke. Instead of giving us straight answers he constantly wasted our time. On top the situation, we canceled our ticket incurring penalty fees while spending more money on hotels and scheduling a new flight with another carrier. I have flown Malaysian Airlines in the past to Singapore, Malaysia and Hong Kong with no problems, but I can now say I will avoid this airline from now on at any cost.
Customer
services of Malaysia Airlines have shown and drive a lot of negative thought
and complaint. Many expresses, especially tourist, arguing that Malaysia
Airline services is ‘stink’. Nevertheless, even in emergency that involving
life, there is rumor said that Malaysia Airline classified that situation as ‘not
interested’. Below is the complaint received for the last three years including
2012.
CUSTOMER’S COMPLAINT
·
Very bad experience in Malaysian Airlines
Hi,
This is my first visit to Malaysia & it was suggested by my friends to take Malaysian Airlines as their service is great & people are hospitable, but this was all just stories as my travel to Malaysia in Malaysian airlines was pathetic. I have travelled many airlines but not was as bad as Malaysian airlines.
My name is Varun Kapoor & I along with my two friends took a flight on 29th Sepâ??12 from Mumbai to KUL, MH 195. My friend was feeling cold so he told Abdul Rahim about the same & Abdul was rudely replied saying â??Stand up & turn that think offâ??, this was still OK, latter he was serving beverages, I asked him what is this he said Apple juice, the other one he said Orange juice, the third one was transparent one so I thought it would be sprite or vodka or Bacardi, so I asked him what is this to which he replied â??does it look like coffee, its waterâ?? & in a very rude tone. Post that he was serving wishky, I had a peg & asked for another one, to which some other host said that wisky is over & would you like to have another drink. I was shocked to hear that, we pay the full amount for the expensive tickets & we get answers that itâ??s over. Not at all expected from a well know airlines.
Then the worst happened, the light went off & I went off to sleep, during landing just got up & Abdul Rahim was serving water, I took 2 glasses as I was thirsty, but when I had a sip the water was too cold so could not have more, so left it on the tray. Just before landing Abdul Rahim was walking to passengers to close the tray table, upright their seats, so when he came to my row he saw that both the glasses were full to which he said â??You took 2 glasses so finish themâ??, I told him that this is not the way you speak to your passengers & you have an attitude problem, to which he just picked both the glasses & went back.
I have been in the service industry from 13 years & I know customer service, Abdul Rahim has a big attitude problem, he does not know how to talk & respect to customers. I never write such complaint mails but with this instance I was really hurt & felt humiliated. I have a flight back to Mumbai on 17th Octâ??12 & then coming back to Malaysia on 21st Octâ??12, which this experience I am planning to change my flights.
Abdul Rahim is an employee that will ruin your good image.
Would be great if you could let me know the action you have taken on Abdul Rahim.
Varun Kapoor.
Email â??m
Hi,
This is my first visit to Malaysia & it was suggested by my friends to take Malaysian Airlines as their service is great & people are hospitable, but this was all just stories as my travel to Malaysia in Malaysian airlines was pathetic. I have travelled many airlines but not was as bad as Malaysian airlines.
My name is Varun Kapoor & I along with my two friends took a flight on 29th Sepâ??12 from Mumbai to KUL, MH 195. My friend was feeling cold so he told Abdul Rahim about the same & Abdul was rudely replied saying â??Stand up & turn that think offâ??, this was still OK, latter he was serving beverages, I asked him what is this he said Apple juice, the other one he said Orange juice, the third one was transparent one so I thought it would be sprite or vodka or Bacardi, so I asked him what is this to which he replied â??does it look like coffee, its waterâ?? & in a very rude tone. Post that he was serving wishky, I had a peg & asked for another one, to which some other host said that wisky is over & would you like to have another drink. I was shocked to hear that, we pay the full amount for the expensive tickets & we get answers that itâ??s over. Not at all expected from a well know airlines.
Then the worst happened, the light went off & I went off to sleep, during landing just got up & Abdul Rahim was serving water, I took 2 glasses as I was thirsty, but when I had a sip the water was too cold so could not have more, so left it on the tray. Just before landing Abdul Rahim was walking to passengers to close the tray table, upright their seats, so when he came to my row he saw that both the glasses were full to which he said â??You took 2 glasses so finish themâ??, I told him that this is not the way you speak to your passengers & you have an attitude problem, to which he just picked both the glasses & went back.
I have been in the service industry from 13 years & I know customer service, Abdul Rahim has a big attitude problem, he does not know how to talk & respect to customers. I never write such complaint mails but with this instance I was really hurt & felt humiliated. I have a flight back to Mumbai on 17th Octâ??12 & then coming back to Malaysia on 21st Octâ??12, which this experience I am planning to change my flights.
Abdul Rahim is an employee that will ruin your good image.
Would be great if you could let me know the action you have taken on Abdul Rahim.
Varun Kapoor.
Email â??m
Anonymous 10/1/12 4:49AM
·
It seems Malaysian Airlines has mastered
the "art" of ignoring complaints from its customer base.Quite
frankly,it is not surprising that the national carrier is struggling
financially, if their leaders are equally indifferent to adverse feedback from
paying customers...burying the "corporate head" in the sand will not
make the problem go away.Rather than feeling negative about adverse customer
feedback , Malaysian Airlines leaders should welcome and ACT upon the
"gift" from the customer. Maybe I am expecting too much.... but
remember that ostriches that like to bury their heads in the sand CANNOT FLY.
Anonymous 9/30/12 6:02AM
·
My Niece urgently needed to travel
from Sydney Australia to the UK to see Her Grandmother who is gravely ill and
desperately wants to see her great Grandaughter for the first time and last
time before she leaves our world, But Malaysian airline refused to change the
ticket unless she pays further 900 pounds sterling, that's as much as she paid
for the ticket, also they refused to give her a refund, my Niece offered to
produce a letter from the hospital's Doctor but they are not interested.
Susan 9/29/12 5:14AM
·
the worst airlines. please
reconsider before you fly with this airline. they only allowed 20 kg free
baggage to UK and charge $65 for each additional KG!! you can pick your seat
for a fee. what a bad and filthy way of making money!
somadwithmalaysianair 9/27/12 9:20PM
·
I suffered the misfortune of having
Malaysia Airlines (MH) lost my baggage but this was the start of a series of
even more frustrations in dealing with the MH Customer Care.
I flew from Melbourne to KL on July 15 on MH128. Upon discovering that my baggage was lost,I lodged a report (KULMH93061) with the Central Baggage Tracing Office at KLIA.Over the past 2 months,I had to deal with no less than 10 MH staff and finally, MH offered compensation of USD400 but this was less than half the value of the itemised contents in the lost baggage.A number of revised offers were made but it was still significantly less than the itemised value of the lost baggage and contents.
The Melbourne-KL route is covered under the Montreal Convention which normally allows for more generous compensations based on value of lost items.When I requested for compensation under the Montreal Convention, MH reduced the offer to USD287, and restricting the claim to only 3 of the 13 itemised contents. This selective compensation is not acceptable as MH lost "all" the itemised contents , not just the 3.
This dispute is ongoing but there is another aspect of MH customer service that is even more concerning.After getting protracted responses from MH Customer Care, I wrote to leaders@malaysiaairlines.com on 3 occasions but to date, I have not received a single response. Is this the type of corporate leadership that ignores customer issues and instead to delegate the problem to staff who are constantly apologising and incapable of resolving disputes. I only wish to be fairly compensated for the MH mistake of losing the baggage and contents that was entrusted to MH when baggage was accepted upon check-in at Melbourne. Clearly,the lack of accountability and transparency is evident in the way MH has handled the case.
As a long-time Enrich member and regular MH customer, I find this MH mishandling of customer issues extremely disappointing. I will not be surprised if these comments are met with same 'nil response' treatment that was reflected by leaders@malaysiaairlines. If that's the case, it comfirms the 'tidak apa' attitude that is prevalent in the way the national carrier is being managed.
I flew from Melbourne to KL on July 15 on MH128. Upon discovering that my baggage was lost,I lodged a report (KULMH93061) with the Central Baggage Tracing Office at KLIA.Over the past 2 months,I had to deal with no less than 10 MH staff and finally, MH offered compensation of USD400 but this was less than half the value of the itemised contents in the lost baggage.A number of revised offers were made but it was still significantly less than the itemised value of the lost baggage and contents.
The Melbourne-KL route is covered under the Montreal Convention which normally allows for more generous compensations based on value of lost items.When I requested for compensation under the Montreal Convention, MH reduced the offer to USD287, and restricting the claim to only 3 of the 13 itemised contents. This selective compensation is not acceptable as MH lost "all" the itemised contents , not just the 3.
This dispute is ongoing but there is another aspect of MH customer service that is even more concerning.After getting protracted responses from MH Customer Care, I wrote to leaders@malaysiaairlines.com on 3 occasions but to date, I have not received a single response. Is this the type of corporate leadership that ignores customer issues and instead to delegate the problem to staff who are constantly apologising and incapable of resolving disputes. I only wish to be fairly compensated for the MH mistake of losing the baggage and contents that was entrusted to MH when baggage was accepted upon check-in at Melbourne. Clearly,the lack of accountability and transparency is evident in the way MH has handled the case.
As a long-time Enrich member and regular MH customer, I find this MH mishandling of customer issues extremely disappointing. I will not be surprised if these comments are met with same 'nil response' treatment that was reflected by leaders@malaysiaairlines. If that's the case, it comfirms the 'tidak apa' attitude that is prevalent in the way the national carrier is being managed.
KS Yeoh 9/23/12 6:39AM
·
Rude n very ill Mannered Staff
Rupali Patil of Malaysian airline, its so disappointing to know such a reputed
airline with such a ridicoulous behaviour my flight on 2 september 2012 flight
time 12.40 pm at check-in counter I showed my E-ticket and online check-in
print out in return employee Rupali asked me why are you flying to jakarta and
do you have a hotel booking there and do you have 1200 dollors hard cash which
you can show me , I was Shocked as i was staying at my friends house , she said
rudly should i give you your bag return in that case? i was extremelly shocked
and asked her you did not ask my friend who just checked in just beofre me and
is also travelling with me, i asked for manager , Manager Mr Javed Shaikh
Employee no 4502 came and Apologised for all that happened, but its was so
really bad and spoil the start of my holiday and would never advise any one to
travel with Malaysian Airline its such a bad exeprience , i know its because i
am MUSLIM and was treated like this and will surely take this matter futher to
Consumer court and put the whole episode in Media
Extremely RUDE RUPALI PATIL.
Mehjabeen Sayani
Extremely RUDE RUPALI PATIL.
Mehjabeen Sayani
Mehjabeen S Sayani 9/2/12 1:37AM
·
I flight with Malaysia from
Taipei,flight number was MH94, Taiwan to Los Angeles, Two hours before the
departure from Taipei We were informed that the flight was canceled due to
mechanical problems, and there were no space in other flights, the flight was
rescheduled for the next day, I spent in the airport around three hours trying
to get an answer or help about a connection flight that I had from LAX to
Panama city to see my family, but at the end Malaysia Airlines didn't give me
any answer and they treat me really bad. The next day an hour before the
departure from Taipei, they told us that they would be responsible for any
missed connections flights, that they would help us pay those expenses, but we
could only do this arrangement through Malaysia airlines counter in LAX
airport, in Taiwan they just gave us a letter explaining the delay reason,
which I showed in LAX in order to get help from Malaysia Airlines LAX. In LAX,
I went to the counter but once again they said they will not be responsible and
they just can give me another letter which I can to attached to a complain
letter and send both (complain letter and the letter they gave me) to an
address that they provided me of an office in LAX, I wrote the complain letter
and I sent it, but didn't receive any answer, then I called to the LAX offices
and they ask me to send the letters to the offices in Taipei, I send the letter
again, but no answer, I decided call the office in Taipei, and once again they
told me to submit the letter to LAX, after I explain all over again my
situation they gave me an email, I sent the letter to the email but was a waste
of time, I wrote them emails and call them, but I didn't receive any answer so
I gave up. Six months later 2 classmates that were in the same flight with me,
inform me that they received a compensation money, they gave me the email of
the person who they contact with, and I wrote and email but she wrote me
"sorry but Malaysian airlines have goodwill for some passengers" . I
feel really humiliated by that company.
MYG 8/17/12 10:32AM
·
i am very sorry to tell this but i
was very disappointed with your personnel or counter desk the ladies out
there.if you assign any desk in your company be sure that you also know that
those employer knows about any places in the world.i was there to rebook my
ticket to turkey i have transit visa and she dont allow me to rebook cause my
destination going to northern cyprus.and she ask me a visa to northern cyprus
which the visa is in the arrival at the ercan and she dont believe me that no
visa in nc. she dont help me or doing for my part. as i am very far from cebu
just came to manila for the fly and she dont really accept this.the northern
cyprus is part of turkey and this is not belong to republic of cyprus . i cried
too much but they dont help me. be sure your employer have good heart. i have phobia
to malaysia airlines office in ayala makati and also there in term 1 office. i
dont want to remember your face.
avegail 8/9/12 4:21AM
·
Malaysian Airlines, MH, stands for
"Malaysian Horror". It's the worst airline operating today across the
world. The customer helpline, ground customer service and in-flight attendants
- all of these group of people consider themselves as the gift of God to
mankind. Perhaps it's the "I'm a Government employee and you can't do
anything to me" attitude; perhaps they are severely under-trained, perhaps
MH's corporate culture fosters this attitude - I don't care, but clearly this
is an airline you're better off not flying.
I fly almost weekly on Malaysian Horror from KL to Jakarta and their in-flight attendants are a bunch of snoots - it takes multiple requests to these elevated human beings to fulfill a simple request of a blanket. No "Thank you" or "please" in the process.
The customer helpline is likely staffed with a bunch of illiterate buggers. It takes at least 10 calls to their joke of a helpline to resolve a simple ticket cancellation issue. The helpline staff - true to Malaysian Airlines corporate culture - is downright rude.
The ground help staff (e.g. the luggage complaints) is clearly a bunch of middle-aged, pot-bellied Government employees who've reached Nirvana in their lives - in an undemanding MH customer service job! My checked-in luggage was damaged by the ultra-careful MH baggage handlers and I walked into the Luggage handling section at KLIA. The sleepy, pot-bellied man who handled my complaint didn't even have the courtesy to say, "Sorry" on behalf of MH. Reflective of the MH corporate culture, he was rude and most unhelpful. After haggling with the useless bugger for 15 minutes at 11 pm, I managed to receive a "We will repair your luggage free of cost" letter from this chap.
THE most terrible airline flying around the world today.
I fly almost weekly on Malaysian Horror from KL to Jakarta and their in-flight attendants are a bunch of snoots - it takes multiple requests to these elevated human beings to fulfill a simple request of a blanket. No "Thank you" or "please" in the process.
The customer helpline is likely staffed with a bunch of illiterate buggers. It takes at least 10 calls to their joke of a helpline to resolve a simple ticket cancellation issue. The helpline staff - true to Malaysian Airlines corporate culture - is downright rude.
The ground help staff (e.g. the luggage complaints) is clearly a bunch of middle-aged, pot-bellied Government employees who've reached Nirvana in their lives - in an undemanding MH customer service job! My checked-in luggage was damaged by the ultra-careful MH baggage handlers and I walked into the Luggage handling section at KLIA. The sleepy, pot-bellied man who handled my complaint didn't even have the courtesy to say, "Sorry" on behalf of MH. Reflective of the MH corporate culture, he was rude and most unhelpful. After haggling with the useless bugger for 15 minutes at 11 pm, I managed to receive a "We will repair your luggage free of cost" letter from this chap.
THE most terrible airline flying around the world today.
Rj
8/4/12 6:39PM
·
I'm writing this to complain for
your poor facilities and services. Frankly it has been a long time ago since
the last time I took the MAS flight. Taking a MAS flight was always a good
experience that I did enjoy very much as the services and facilities will
always be better than those in airasia flight, but seriously not this time! And
that is the reason I use "was". What kind of flight will allow broken
table for passengers? This is totally ridiculous! When I put my food and drinks
on the table, they kept sliding downwards until I need to hold them manually.
But what happened is, my fruit juice poured out due to the sliding angle of the
table, and made my whole short pants wet, and the passenger beside me too. How
sorry and guilty I felt to the passenger... Not only that, most areas of my
wallet and shoes are wet. I just bought the shoes and now it's spoiled by the
juice and I gotta spend my time to clean them all over again. This is really
the first time I see such kind of poor facilities, and I felt so disappointed
and pissed off from the accident. Secondly, the stewardess on duty was
obviously lack of enthusiasm and common sense in servicing passengers. When she
saw my juice poured over my table, she just took away the cup that I passed to
her and did nothing, until I need to request the tissue paper by myself! Come
on this is no joke, even a normal uncertified restaurant staff can do better
than them. From my previous experiences, almost all of the restaurant staffs
will immediately prepare either a piece of cloth or tissue papers to clean up
the mess, but the stewardess did nothing. Funny, am I gonna pay for this kind
of services? Besides, during the meal time, MAS offered fried rice and chicken
noodles, but when it comes to me, the stewardess said only chicken noodles
left, then what is the point giving passengers the choices? MAS should prepare
enough food for passengers to select instead of a limited amount. It is very unfair
to passengers at the area behind. Here comes another problem, when I just
finished the noodles, the stewardess collected the whole plate of meal away and
I need to stop them to get the food left on the plate. Are they really in such
a hurry until they don't let the passengers to finish all the food and drinks?
Honestly, this is the worst MAS trip I ever had in my life, I expected much
better quality of facilities and services when I choose MAS, our national
airline company! For sure I can guarantee to do some 'free promotion' for your
flight to the others surrounding!
Teck 8/3/12 7:17PM
·
My husband and I have being flying
from Sydney to Kuala Lumpur regularly for the past two years. We choose to fly
during the day time. On 26th July, 2012, we left Sydney at 2pm, the meal
service was rushed through, then the lights were turned fully off for over four
hours of the eight hour flight. Not even the reading lights were on!
Perhaps the staff thought it was a night flight, and we all needed to sleep? Perhaps the staff needed a sleep? Will this continue, as we will need to find another airline for our trips to and from KL!!!
Brigit Harper
Perhaps the staff thought it was a night flight, and we all needed to sleep? Perhaps the staff needed a sleep? Will this continue, as we will need to find another airline for our trips to and from KL!!!
Brigit Harper
Anonymous 7/27/12 2:40AM
·
Your staff who answered the phone in
Sydney (named Virginia) was very rude and not helpful. There is no point having
such a staff if they are not facilitating MAS customers. For a premium airline,
one would have expected better services. Disappointed, to say the least.
Anonymous 7/10/12 10:43PM
·
Today, 8/7/2012, at 12.00pm my two
young children, my mother and father, and I were very excitted to be seeing
Jason fly off on a two month holiday.
He is a very particular person, well organized. So when he went to check in he was tearfully disappointed.
He competes in moutain bike races.
His travel agent had BOOKED in his bike gear and his travle agent rang the arilines to confirm the price of the bike, it was to be $200.00.
Today Jason was told, by the baggage manager that Jason was to pay $1600.00.
That's not a little mistake or a slight error thats an outrage.
The Malaysian Airline's baggage manager refussed to budge or help or find an alternative courier service.
We had to do it all ourselves, which was unsuccesful.
So we were forced to pay this ludicrus amount because time had run out it was 1.15pm and Jason had to get moving.
I am going to file a formal complaint, I hope Malaysian Airline's responds to me and they compensate Jason for the extremly tearful and stresfull experience and for a very terible and unhappy start to his holiday.
I know I am raging mad.
He is a very particular person, well organized. So when he went to check in he was tearfully disappointed.
He competes in moutain bike races.
His travel agent had BOOKED in his bike gear and his travle agent rang the arilines to confirm the price of the bike, it was to be $200.00.
Today Jason was told, by the baggage manager that Jason was to pay $1600.00.
That's not a little mistake or a slight error thats an outrage.
The Malaysian Airline's baggage manager refussed to budge or help or find an alternative courier service.
We had to do it all ourselves, which was unsuccesful.
So we were forced to pay this ludicrus amount because time had run out it was 1.15pm and Jason had to get moving.
I am going to file a formal complaint, I hope Malaysian Airline's responds to me and they compensate Jason for the extremly tearful and stresfull experience and for a very terible and unhappy start to his holiday.
I know I am raging mad.
sister 7/7/12 11:01PM
·
For my academics purpose i have booked
a return ticket for japan from india in March whose BOOKING REF. is 46YNMI.
During coming to japan from india there was a 16 hour stop in kuala lumpur.
For this longer stop flight they charged me more than the flights having 3-4 hour stop.
I paid more amount for this long stop so that i can get the facilities during this stop
but Malaysia airlines hadn't provide me any hotel room or any food during this stop and i paid
myself for all the things.
I have inquire about this and i came to know that in my case because the stop was too long (16 hour)
the Malaysia airline was liable to provide me all the facility
As they already charged me more but they didn't provide me the facility.
If i didn't get reply early regarding this matter then i am going to file a complaint against
Malaysia airline in the CONSUMER COURT.
During coming to japan from india there was a 16 hour stop in kuala lumpur.
For this longer stop flight they charged me more than the flights having 3-4 hour stop.
I paid more amount for this long stop so that i can get the facilities during this stop
but Malaysia airlines hadn't provide me any hotel room or any food during this stop and i paid
myself for all the things.
I have inquire about this and i came to know that in my case because the stop was too long (16 hour)
the Malaysia airline was liable to provide me all the facility
As they already charged me more but they didn't provide me the facility.
If i didn't get reply early regarding this matter then i am going to file a complaint against
Malaysia airline in the CONSUMER COURT.
Anonymous 7/6/12 5:01PM
·
we were international flight from
ATL USA to KUL MAlAYSIA (with korean air). Our last destination was PENANG
(with MALAYSIA AIR). We have 6 luggages for 3 persons and under 15kg/pc.
Base on this case, the checking counter crew fined us RM 320. The explanation was we were considered under domestic flight rules, Which is over weight and allowed 1pc./person.
My point is not fair for international flight passengers, there's no such good connecting flight direct to Penang Airport.
I understood the domestic fight regulations but this rules will bring inconvenience to those with the international flight passengers.
Hopefully, MAlAYSIA AIR will be avoided this rules for the international flight passengers when they catching the next fight from KUL to PEN. (base on the international ticket). Thanks!
Base on this case, the checking counter crew fined us RM 320. The explanation was we were considered under domestic flight rules, Which is over weight and allowed 1pc./person.
My point is not fair for international flight passengers, there's no such good connecting flight direct to Penang Airport.
I understood the domestic fight regulations but this rules will bring inconvenience to those with the international flight passengers.
Hopefully, MAlAYSIA AIR will be avoided this rules for the international flight passengers when they catching the next fight from KUL to PEN. (base on the international ticket). Thanks!
ACL 7/6/12 1:48PM
·
I had a horrendous experience on a
MAS flight that has given a whole new meaning to MH - "Malaysian
Hospitality." On 28th June 2012, I had finished my work in Kuala Lumpur
earlier than expected and was hoping to catch an earlier flight back to Penang.
Instead of taking the MH 1164 2020 flight to Penang on business class, I opted
to take the MH1158 1815 flight on Economy class as the business class seats
were all taken up. I was told that I could wait at the Business Lounge at KLIA
and could enquire later from the ground crew there if there were no turn-ups
for the business seats. 25 minutes from the scheduled flight departure of
MH1158, I did what I was advised to do. There was an empty business class seat
which I was given. The only problem was that the printer was not
working.Therefore a new business class ticket could not be issued. The lady
ground crew scribbled on my economy class ticket the seat number for the
business class and then rang someone to inform about my situation.
I duely went on board MH1158 and sat in the seat given to me in the business class. Just as the plane was about to take off, a male flight attendant came up to me, panting and asking me abruptly to move to the economy class. As the plane was taking off, he then retreated following my protest, and subsequently resumed his request when we reached flight altitude.I explained to him what had happened at the Business Lounge, but sneered at me when I could not provide the name of the lady ground crew who did the seat change. He then took my ticket and went off. He came back later, trying to explain his actions. Throughout his conversation with me, the male flight attendant was shockingly very abrupt and rude. Without checking up on my situation, he had told me to leave the business class, humiliating me in front of the other business class passengers. the impression given was that I was so hard up to seat in the business class.
There are a few points I would like to make here:
1. The communication breakdown between ground crew and flight attendance regarding seat change dis not warrant abrupt and rude behaviours from the latter. No 'please' or 'thank you' was uttered by this male flight attendant.
2. It is apparent that MAS has not provided sufficient etiquette training to this male flight attendant.
3. Either that, or as my friend always says: for some individuals, you can take the Malay out of the kampung, but you cannot take the kampung out of the Malay.
Syabas LS Mahyuddin S/ No 394295 on flight MH1158 on the 28th June for displaying classsic biadap and kurang ajar behaviour!
I duely went on board MH1158 and sat in the seat given to me in the business class. Just as the plane was about to take off, a male flight attendant came up to me, panting and asking me abruptly to move to the economy class. As the plane was taking off, he then retreated following my protest, and subsequently resumed his request when we reached flight altitude.I explained to him what had happened at the Business Lounge, but sneered at me when I could not provide the name of the lady ground crew who did the seat change. He then took my ticket and went off. He came back later, trying to explain his actions. Throughout his conversation with me, the male flight attendant was shockingly very abrupt and rude. Without checking up on my situation, he had told me to leave the business class, humiliating me in front of the other business class passengers. the impression given was that I was so hard up to seat in the business class.
There are a few points I would like to make here:
1. The communication breakdown between ground crew and flight attendance regarding seat change dis not warrant abrupt and rude behaviours from the latter. No 'please' or 'thank you' was uttered by this male flight attendant.
2. It is apparent that MAS has not provided sufficient etiquette training to this male flight attendant.
3. Either that, or as my friend always says: for some individuals, you can take the Malay out of the kampung, but you cannot take the kampung out of the Malay.
Syabas LS Mahyuddin S/ No 394295 on flight MH1158 on the 28th June for displaying classsic biadap and kurang ajar behaviour!
Anonymous 6/28/12 5:19AM
·
A very worst experience of my life
with Malaysian Airways. Cant even explain the problem i have faced with these
guys. But all i can say is that i have taken an oath that neither i or my
family members shall never ever travel with this airways again.
Few to mention:
Hopeless customer service.
Have to call them at least 10 times for a small query
Hanging up if the problem cant be resolved.
They put me on hold for 25mins and then i have to hang up and call them back just to be on hold for another 20 mins.
Malaysian government has to do something about this or in near future the airways gonna shut down and i shall definitely no be surprised if i hear this in the news in the near future.
All the best. Hope you guys change.
Few to mention:
Hopeless customer service.
Have to call them at least 10 times for a small query
Hanging up if the problem cant be resolved.
They put me on hold for 25mins and then i have to hang up and call them back just to be on hold for another 20 mins.
Malaysian government has to do something about this or in near future the airways gonna shut down and i shall definitely no be surprised if i hear this in the news in the near future.
All the best. Hope you guys change.
Dwyne 6/27/12 7:34PM
·
Horrible service with Malaysian
Airways. My wife is pregnant and it is precious pregnancy as she had a bad
history of miscarriages and i have clearly mentioned that to the flight center
and i have booked in a business class and i have requested them to provide her
an accommodation inside the airport as she cannot travel if it is given out
side of the airport. They assured me that everything will be fine and they can
handle this kind of situations as they get quite a few customers like this all
the time. But nothing went well as i was promised. The moment she got to KL
international airport, her booking was not made in the Airside hotel, instead
it was done in Grand Blues Wave Sha Alam hotel which is 40mins drive from the
airport. So we tried to contact the Malaysian airways to provide an
accommodation inside the terminal but all we got is a negative response. But
finally they have booked her into another hotel outside of the terminal but bit
nearer than the previous hotel.
They have successfully got my wife into the situation for which i was fearing from the start.
And this is a business class booking.
They have successfully got my wife into the situation for which i was fearing from the start.
And this is a business class booking.
Chris 6/27/12 7:22PM
·
I would NOT recommend this airline
at all. We recentley traveled from Perth to London and from the moment we boarded
the first flight it was problems. We were constantly late and stressed if we
would make our connecting flight due to what we could see poor organization.
Our main issue was the rude staff, it seemed like an effort to get a drink let alone a smile. The manner in which they spoke to passengers was appauling and seemed as if they did not care.
We will now choose to fly other airlines when returning home to Ireland and will be telling all our friends not to use this airline.
Our main issue was the rude staff, it seemed like an effort to get a drink let alone a smile. The manner in which they spoke to passengers was appauling and seemed as if they did not care.
We will now choose to fly other airlines when returning home to Ireland and will be telling all our friends not to use this airline.
Amanda 6/27/12 5:05AM
·
My husband and son was MH2613 0n
10/6/12.The flight was delayed from 3.15pm to 4.30pm and retimed again to 9pm
but when i was writing this comment they still can't comfirm the flight time...
1)why not Mas supplied some refreshment or dinner for them?I took some other airline the other day,when our flight was delayed,once at the waiting area food is waiting for us already!!
2)Mas should be an expert airlines on a delayed but yet they can let us know when will our flight be comfirm
MH 2613 is delayed like for more than 6hours,what did we get from Mas as a compensation?
1)why not Mas supplied some refreshment or dinner for them?I took some other airline the other day,when our flight was delayed,once at the waiting area food is waiting for us already!!
2)Mas should be an expert airlines on a delayed but yet they can let us know when will our flight be comfirm
MH 2613 is delayed like for more than 6hours,what did we get from Mas as a compensation?
Anonymous 6/10/12 6:04AM
·
Dear Sir,
I was on the flight MH0128 on the 12th February 2012 from Melbourne 0045hrs reaching KL 0615hrs.Whilst on the plane crew members requested my medical assistance for an asthmatic passenger who was having difficulties to breath.This sick passenger was given ventolin nebuliser from the emergency kit.His condition improved and was settled by the time the plane landed.The head of the crew gave me a letter which stated that I will be given a complimentary ticket for a round trip with Mas....but I have yet to hear from you!
I was on the flight MH0128 on the 12th February 2012 from Melbourne 0045hrs reaching KL 0615hrs.Whilst on the plane crew members requested my medical assistance for an asthmatic passenger who was having difficulties to breath.This sick passenger was given ventolin nebuliser from the emergency kit.His condition improved and was settled by the time the plane landed.The head of the crew gave me a letter which stated that I will be given a complimentary ticket for a round trip with Mas....but I have yet to hear from you!
Anonymous 5/25/12 6:54PM
·
no wonder i can't Regret SINGAPORE
AIRLINES always the number one for me to fly with a value services attitude and
behavior for services into Customer compare to MALAYSIA AIRLINES.
Just information i had a bad experienced for 2 times to flight to EUROPE with Malaysia Airlines, instead in INDONESIA also have GARUDA INDONESIA. i thought MALAYSIA AIRLINES have the best services. And NOW, i know, that MALAYSIA AIRLINES services is currently Far from my thought and impression
First time in Summer on End of july 2011, my Flight from Kuala Lumpur to Amsterdam was delay and change into another day as this delay 12 hours. (what a night mare) and we are spend one night in Kuala lumpur which is bad impression
and NOW IN 2012 for my trip in business and Vacation to Amsterdam try again with MALAYSIA AIRLINES, when i was in Jakarta on the 24 April 2012, the crew from Soekarno Hatta in the check in counter malaysia airlines told me that i have to wait to check their over booked for my trip from Kuala Lumpur to Amsterdam, can you imagine how bad if it's happened again, until i argue with the manager in charge on the soekarno hatta airport for getting my sit in MALAYSIA AIRLINES from jakarta - Kuala Lumpur and Kuala Lumpur to Amsterdam
in Madrid, even worse and worse..
1. I ask Mr. VICENTE NACHER POZA about my ticket from my fly back to Jakarta on 21 change into 29 May 2011 by phone, and he is confirm and asked me to come to MALAYSIA AIRLINES OFFICE in MADRID which is this office is not even in MADRID CITY, and take me 45 minute by taxi for make a payment method with credit card. And when i come to MALAYSIA AIRLINES OFFICE, Mr. Vicente nacher poza had my document of ticket, so he just continue charged me to change my ticket within my credit card, and he is not even check my document first before he's made a payment, until then he's find out that my ticket can't changed after 23 May 2011..
(my question is ?? why he is not told me on the phone before i come to visit MALAYSIA AIRLINES, and the worse things that he is not even check my document ticket before made a payment due with credit card from customer. instead of my credit card charge for value of currency from IDR Into Euro (SALING AND BUYING).
DO YOU KNOW WHAT THE MEANING OF UP SET IN THIS MOMENT
2. He was gave me a received payment credit card and i thought that the credit card was inside as usual for transaction. and he wasn't put my credit card, and that was on Friday at 11am. so he has so many times at the moment to send me an email, that he forget to give my credit card, so i can just come back to Malaysia Airlines office in the same day. AND DO YOU KNOW THAT TOURIST ALWAYS NEED THEIR CREDIT CARD NO MATTER HOW, FOR MAKE AN EASY PAYMENT METHOD ??? THIS IS WHAT WE CALLED UN SAFE TRAVEL WITH EXPERIENCES IN MALAYSIA AIRLINES ----- NIGHT MARE AIRLINES IN THE WORLD OF 2012.. THIS IS WHAT I GIVE FOR SUCH A BAD COMPANY FOR SATISFACTION CUSTOMER
3. I am wait until Monday to get reply email from MR. VICENTE NACHER POZA, until i got finally report from MS YUSNIZAR from MALAYSIA AIRLINE GLOBAL CUSTOMER CONTACT CENTRE and i am not even found some solution had been answered instead of said SORRY for 4 times of her message to me.. how disappointed i am. And finally i come on monday to MALAYSIA AIRLINES OFFICE in Madrid for took my credit card back from MR VICENTE NACHER POZA, and he told me that my credit card was at the bottom of his DESK.. OH MY GOD.. this is a reason even worse then a kid from 5 years old. DO YOU THINK A CREDIT CARD FROM CUSTOMER IS LIKE A PAPER THAT YOU CAN DROP AND FORGET ABOUT IT... HOW ABOUT IF THIS CREDIT CARD IS THE ONLY CARD THAT CUSTOMER MADE FOR PAYMENT DURING THEIR TRAVEL ?? DO YOU THINK THEY ARE HAPPY AND FEEL SAFE ?? DO YOU KNOW HOW EVERYONE NEED FEEL SAFE WHEN AND HAPPY WHEN THEY ARE TRAVELING FAR FRO THEIR HOME COUNTRY, AND HOW COME AND MADE THE REASON LIKE TALKING WITH KIDS FOR THE REASON OF HIS FORGET ?? COME ONE MAN WHA'T THIS COMPANY THAT I AM TALKING TOO ?? IS IT HOW THE COMPANY FACE WITH INTERNATIONAL CUSTOMER.. GOSH I WISH I WILL NEVER FLY WITH MALAYSIA AIRLINES ANYMORE, AND EVEN FOR MY FAMILY, FRIENDS AND EVERYONE ONE ( just info for during those weekend i am traveling as a tourist in MADRID - Spain without my credit card)
LAST INFORMATION I DID SENT TO ALL CLIENTS, FRIENDS, COLLEGE FROM FACEBOOK, TWITER THAT MALAYSIA AIRLINES SHOULD BE AWARE BY THE NIGHT MARE OF THE CUSTOMER SATISFACTION AND SOON WHEN I COME BACK TO JAKARTA WILL BE ON KOMPAS AND JAKARTA POST AND ALSO GLOBAL NEWS PAPER FOR PAGES OF UN SATISFACTION BY READERS. as i am a writers for GRAMEDIA GROUP so i will made for indonesian people ware that MALAYSIA AIRLINES is not good as their thought.. so we are must be careful for choice this airlines for make us upset for their services, except you are flying with their first class.. AND THE REST JUST NOTHING. also my BLOG to tell about bad experiences to not make it happen to others.
SO THINK ABOUT IT !!! MAKE PEOPLE SATISFIED FOR THE REASON WITH PEOPLE WHO GOT UP SET FOR MANY TIMES WITH SAME COMPANY.. HOW CRAP !!!!
Just information i had a bad experienced for 2 times to flight to EUROPE with Malaysia Airlines, instead in INDONESIA also have GARUDA INDONESIA. i thought MALAYSIA AIRLINES have the best services. And NOW, i know, that MALAYSIA AIRLINES services is currently Far from my thought and impression
First time in Summer on End of july 2011, my Flight from Kuala Lumpur to Amsterdam was delay and change into another day as this delay 12 hours. (what a night mare) and we are spend one night in Kuala lumpur which is bad impression
and NOW IN 2012 for my trip in business and Vacation to Amsterdam try again with MALAYSIA AIRLINES, when i was in Jakarta on the 24 April 2012, the crew from Soekarno Hatta in the check in counter malaysia airlines told me that i have to wait to check their over booked for my trip from Kuala Lumpur to Amsterdam, can you imagine how bad if it's happened again, until i argue with the manager in charge on the soekarno hatta airport for getting my sit in MALAYSIA AIRLINES from jakarta - Kuala Lumpur and Kuala Lumpur to Amsterdam
in Madrid, even worse and worse..
1. I ask Mr. VICENTE NACHER POZA about my ticket from my fly back to Jakarta on 21 change into 29 May 2011 by phone, and he is confirm and asked me to come to MALAYSIA AIRLINES OFFICE in MADRID which is this office is not even in MADRID CITY, and take me 45 minute by taxi for make a payment method with credit card. And when i come to MALAYSIA AIRLINES OFFICE, Mr. Vicente nacher poza had my document of ticket, so he just continue charged me to change my ticket within my credit card, and he is not even check my document first before he's made a payment, until then he's find out that my ticket can't changed after 23 May 2011..
(my question is ?? why he is not told me on the phone before i come to visit MALAYSIA AIRLINES, and the worse things that he is not even check my document ticket before made a payment due with credit card from customer. instead of my credit card charge for value of currency from IDR Into Euro (SALING AND BUYING).
DO YOU KNOW WHAT THE MEANING OF UP SET IN THIS MOMENT
2. He was gave me a received payment credit card and i thought that the credit card was inside as usual for transaction. and he wasn't put my credit card, and that was on Friday at 11am. so he has so many times at the moment to send me an email, that he forget to give my credit card, so i can just come back to Malaysia Airlines office in the same day. AND DO YOU KNOW THAT TOURIST ALWAYS NEED THEIR CREDIT CARD NO MATTER HOW, FOR MAKE AN EASY PAYMENT METHOD ??? THIS IS WHAT WE CALLED UN SAFE TRAVEL WITH EXPERIENCES IN MALAYSIA AIRLINES ----- NIGHT MARE AIRLINES IN THE WORLD OF 2012.. THIS IS WHAT I GIVE FOR SUCH A BAD COMPANY FOR SATISFACTION CUSTOMER
3. I am wait until Monday to get reply email from MR. VICENTE NACHER POZA, until i got finally report from MS YUSNIZAR from MALAYSIA AIRLINE GLOBAL CUSTOMER CONTACT CENTRE and i am not even found some solution had been answered instead of said SORRY for 4 times of her message to me.. how disappointed i am. And finally i come on monday to MALAYSIA AIRLINES OFFICE in Madrid for took my credit card back from MR VICENTE NACHER POZA, and he told me that my credit card was at the bottom of his DESK.. OH MY GOD.. this is a reason even worse then a kid from 5 years old. DO YOU THINK A CREDIT CARD FROM CUSTOMER IS LIKE A PAPER THAT YOU CAN DROP AND FORGET ABOUT IT... HOW ABOUT IF THIS CREDIT CARD IS THE ONLY CARD THAT CUSTOMER MADE FOR PAYMENT DURING THEIR TRAVEL ?? DO YOU THINK THEY ARE HAPPY AND FEEL SAFE ?? DO YOU KNOW HOW EVERYONE NEED FEEL SAFE WHEN AND HAPPY WHEN THEY ARE TRAVELING FAR FRO THEIR HOME COUNTRY, AND HOW COME AND MADE THE REASON LIKE TALKING WITH KIDS FOR THE REASON OF HIS FORGET ?? COME ONE MAN WHA'T THIS COMPANY THAT I AM TALKING TOO ?? IS IT HOW THE COMPANY FACE WITH INTERNATIONAL CUSTOMER.. GOSH I WISH I WILL NEVER FLY WITH MALAYSIA AIRLINES ANYMORE, AND EVEN FOR MY FAMILY, FRIENDS AND EVERYONE ONE ( just info for during those weekend i am traveling as a tourist in MADRID - Spain without my credit card)
LAST INFORMATION I DID SENT TO ALL CLIENTS, FRIENDS, COLLEGE FROM FACEBOOK, TWITER THAT MALAYSIA AIRLINES SHOULD BE AWARE BY THE NIGHT MARE OF THE CUSTOMER SATISFACTION AND SOON WHEN I COME BACK TO JAKARTA WILL BE ON KOMPAS AND JAKARTA POST AND ALSO GLOBAL NEWS PAPER FOR PAGES OF UN SATISFACTION BY READERS. as i am a writers for GRAMEDIA GROUP so i will made for indonesian people ware that MALAYSIA AIRLINES is not good as their thought.. so we are must be careful for choice this airlines for make us upset for their services, except you are flying with their first class.. AND THE REST JUST NOTHING. also my BLOG to tell about bad experiences to not make it happen to others.
SO THINK ABOUT IT !!! MAKE PEOPLE SATISFIED FOR THE REASON WITH PEOPLE WHO GOT UP SET FOR MANY TIMES WITH SAME COMPANY.. HOW CRAP !!!!
MALAYSIA AIRLINES BAD SERVICES A 5/22/12 3:52AM
·
recently i loss my bag during my
flight to Jakarta. The only feed back from them( Malaysia Airlines ) to me in
Jakarta is " Don't ever call here again & keep telling me that my bag
been taken by some oneelse )
I just want to know whether the bag already board into the plane or not , they cant even give me the answer on that matter !! TERRIBLE ! your passenger is already being so depressed on your carelessness ! dammit !
I just want to know whether the bag already board into the plane or not , they cant even give me the answer on that matter !! TERRIBLE ! your passenger is already being so depressed on your carelessness ! dammit !
EFST 5/21/12 11:13PM
·
Avoid this airline at all costs! I
am an expat living in Malaysia and unfortunately I am forced to fly them for
work. Regularly. Their service is fine in the air. On the ground is a
completely different story. Poor training, ineffeciency and a lack of care is
what you will experience with their ground staff.
MattinKL 3/22/12 2:27AM
·
Dear Malaysian Airlines Representative,
I have been flying with MAS since year 1994 and my last flight with you really pissed me off by your cabin crew. My flight details - from London to KL on 27th Feb 2012 at 10 pm (London time) - MH 001. Your cabin crew named Suzieah needs to be educated on hospitality and how not to be rude with passanger. Ive never seen a person with such rude attitude flying with MAS all these years. She yelled and scremed at me asking WHAT WHAT WHAT and giving me stare when i asked her for Pepsi. Isn't it her bloody job to server people? She threw the headphones to all passangers, she literally looked down at people. Excuse me am not travelling for free of charge. Every single penny is mine and why the hell she has to treat me like that? If we do not fly with MAS, she will be jobless! Is this how you guys educate and train your staff?? What a shame on MAS. Please educate your staff well before sending them to overseas routes!!
I have been flying with MAS since year 1994 and my last flight with you really pissed me off by your cabin crew. My flight details - from London to KL on 27th Feb 2012 at 10 pm (London time) - MH 001. Your cabin crew named Suzieah needs to be educated on hospitality and how not to be rude with passanger. Ive never seen a person with such rude attitude flying with MAS all these years. She yelled and scremed at me asking WHAT WHAT WHAT and giving me stare when i asked her for Pepsi. Isn't it her bloody job to server people? She threw the headphones to all passangers, she literally looked down at people. Excuse me am not travelling for free of charge. Every single penny is mine and why the hell she has to treat me like that? If we do not fly with MAS, she will be jobless! Is this how you guys educate and train your staff?? What a shame on MAS. Please educate your staff well before sending them to overseas routes!!
Nitha 3/1/12 7:00AM
·
Don’t even consider using Malasia
Airlines if there is any chance you may want to change your booking or need a
refund,
I had to make 17 phone calls taking 3 hours to make a departure date change, at one point I asked for a refund and was told it would cost $150 and would have to go to the airport in Shanghai and wait 2 months.
If you complain or ask to speak to supervisor they just hang up, when you phone back if the same person answers they just stay silent.
I had to make 17 phone calls taking 3 hours to make a departure date change, at one point I asked for a refund and was told it would cost $150 and would have to go to the airport in Shanghai and wait 2 months.
If you complain or ask to speak to supervisor they just hang up, when you phone back if the same person answers they just stay silent.
Nick965 2/22/12 11:23PM
·
Your office staff in Phnom Penh are
so rude and not responsible on their job.
Train them more or give chance to other people to replace them.
Ms. Polen was so rude to us this morning.
Train them more or give chance to other people to replace them.
Ms. Polen was so rude to us this morning.
VL
2/20/12 7:46PM
·
Malaysia airlines arrangement and
customer services really disappointed me a lots. I bought rtn ticket from
Argentina to kuala lumpur but they cancelled the flight and never inform me until
I called. But the customer service dont even know the route been stop. And keep
giving me numbers to call to irrelevant party for eg. KLIA office number,
Malaysia hotline number (which is call to same place, just another person pick
ip my calls). So end up my problem can't solve and I don't know where should I
call since their Argentina office also closed Down.
Aridge 2/9/12 7:08PM
·
Hire more people for answering phone
call please, so suck about the customer service.
Anonymous 1/31/12 1:51AM
·
Dear Sir/Madam,
I am writing to lodge a complaint regarding my flight MH204 from JHB-KUL-HGK on 10 Dec 2011.
Four of us had booked and paid for our flights in February 2011. On the day of departure, we got to the front of the que where a lady took one look at our passports and told us to go stand in another que as there was a 'problem' with our passports, she then continued to check in all the people behind us. So we went to stand in ANOTHER que, and as we got to the front, the supervisor told has that the flight was overbooked and that we would be delayed until the next day.There were about 25 of us that still needed to get onto this plane. We were highly annoyed when the supervisor asked the first lady why we were sent to him, as there was no 'problem' with our passports in the first place and that she could have checked us in!
We very angrily spent the next few hours waiting for someone to let us know what was going to happen next and when we were told that we were only getting onto Cathay Pacific the next day we were furious as this had now drastically influenced our paid accomodation and tour in Vietnam.
When we arrived the next morning to check in with Cathay Pacific, we were then told that the plane had technical problems and again we would only be flying out the next day again.
Now extremely angry as I had just emailed all our tour operators in Vietnam to let them know our new pick up times and arrangements, we now had to email them all over again and would miss out on our arrangements that we had been waiting the whole year for.
We are 4 young adults, 2 of us are still students that had been saving the entire year to go on this holiday, and was now ruined by the lady who for no reason told us to stand in another que, and to be delayed for 2 days meant that we lost 2 nights accomodation that we had paid for and lost out on the 3 day tour that we had booked and paid for. We were only in Vietnam for 6 days but because of the delays - we were only there for 3 days.
What I would like to question is, that we met a friend at the airport that was also on a delayed flight from Air Malaysia - he and the rest of the people that didnt make it onto the flight were just given a return ticket valid for a year from the airline as a condelence for the delay?
Another friend told me that her airline, Qatar also gave her a free return ticket valid for 1 year as an apology for the 24 hour flight delay that she experienced.
We were delayed for 50 hours and were given a R70 meal voucher? I would like to know who and why some people are given free return tickets, and others not? This is not a fair system!!
We know that overbooking is a legal process, however - there were about 20 of us that were delayed on the flight that day and according to our resources - you are not allowed to over a flight by that amount. That is my problem! How can you overbook by that many people?
We are asking for a return ticket just as the others were given or some form of refund to compensate the inconvenience caused and loss of bookings that we had due to this ridiculous situation.
We dont want to plaster negative comments all over the web about this situation, we would just like to recieve the same compensation that the other flights were given when delayed.
Please if you could respon as soon as possible.
Many thanks,
Tanya Degener
I am writing to lodge a complaint regarding my flight MH204 from JHB-KUL-HGK on 10 Dec 2011.
Four of us had booked and paid for our flights in February 2011. On the day of departure, we got to the front of the que where a lady took one look at our passports and told us to go stand in another que as there was a 'problem' with our passports, she then continued to check in all the people behind us. So we went to stand in ANOTHER que, and as we got to the front, the supervisor told has that the flight was overbooked and that we would be delayed until the next day.There were about 25 of us that still needed to get onto this plane. We were highly annoyed when the supervisor asked the first lady why we were sent to him, as there was no 'problem' with our passports in the first place and that she could have checked us in!
We very angrily spent the next few hours waiting for someone to let us know what was going to happen next and when we were told that we were only getting onto Cathay Pacific the next day we were furious as this had now drastically influenced our paid accomodation and tour in Vietnam.
When we arrived the next morning to check in with Cathay Pacific, we were then told that the plane had technical problems and again we would only be flying out the next day again.
Now extremely angry as I had just emailed all our tour operators in Vietnam to let them know our new pick up times and arrangements, we now had to email them all over again and would miss out on our arrangements that we had been waiting the whole year for.
We are 4 young adults, 2 of us are still students that had been saving the entire year to go on this holiday, and was now ruined by the lady who for no reason told us to stand in another que, and to be delayed for 2 days meant that we lost 2 nights accomodation that we had paid for and lost out on the 3 day tour that we had booked and paid for. We were only in Vietnam for 6 days but because of the delays - we were only there for 3 days.
What I would like to question is, that we met a friend at the airport that was also on a delayed flight from Air Malaysia - he and the rest of the people that didnt make it onto the flight were just given a return ticket valid for a year from the airline as a condelence for the delay?
Another friend told me that her airline, Qatar also gave her a free return ticket valid for 1 year as an apology for the 24 hour flight delay that she experienced.
We were delayed for 50 hours and were given a R70 meal voucher? I would like to know who and why some people are given free return tickets, and others not? This is not a fair system!!
We know that overbooking is a legal process, however - there were about 20 of us that were delayed on the flight that day and according to our resources - you are not allowed to over a flight by that amount. That is my problem! How can you overbook by that many people?
We are asking for a return ticket just as the others were given or some form of refund to compensate the inconvenience caused and loss of bookings that we had due to this ridiculous situation.
We dont want to plaster negative comments all over the web about this situation, we would just like to recieve the same compensation that the other flights were given when delayed.
Please if you could respon as soon as possible.
Many thanks,
Tanya Degener
Anonymous 1/18/12 2:25PM
·
another extreme bad customer service
i have ever experience. First guy 'hang' my call back to the line, and i need
to wait for another 4 mins before line is pick up by another unfriendly staff.
Rude and only thing he wanted is to hang off the line. I asked for his name, he
doesnt even bother saying. Then requested to talk to supervisor, given the
person on duty. Nevermind still, worse is he even LIED what's his name is. What
a BAD year to start for Malaysia Airlines! people are improving their customer
service, and they are degrading their service. really worst of the worst!
chane 1/5/12 3:58AM
·
Please, answer your phone. If you
can change people's flight schedules by just sending an SMS, at least give
people an opportunity to call and enquire. This is very inefficient of MAS. No
one likes to be stuck out of their own country with no power to do anything
else. Again, please answer your calls. You can provide the numbers to contact
customer service, so at least have the courtesy to hire more people to receive
calls.
Debbie 1/1/12 11:21PM
·
MAS should not cancel flight to Dubai...all
the time is full and how come Mas make a stupid decision by stopping this
sector? Hope the new MD will open his eyes and start operating back all flights
to Dubai ASAP....or if Mas still want to continue to stop this sector...at
least alert passenger for at least 3 months and not just stop like that....very
bad decision.
frustrated Passenger to Dubai 12/18/11 6:38AM
·
this airline is terrible!! cancelled
my flight lost my luggage for two weeks and on top of it all the phone charges
trying to reach someone who didn't help me at all was huge. please if you use
this airline cross your fingers for luck this cost me about 2000.00 and
counting. i'll update to see if i get any reimbursement for all the heart ach i
received from this airline best of luck to you all. ohhh I'm not joking this is
a true story!!!
ouch 12/16/11 4:57PM
·
I spoke to his about i wan to change
enrich card address,suddenly he put me onhold for another 10 minutes and after
that the line cut off.I tried to call them again........
Anonymous 12/10/11 4:00AM
·
I called mas customer service to
change my boss flight.I have to hold for 30 minutes then only a lousy girl pick
up my call.I spoke to her nicely about changing the flight time,suddenly she
put me onhold for another 40 minutes and after that the line cut off.I am so
dissppointed but I tried to call them again coz my boss is chasing me for the
new details.
The second time I call,a guy pick up my call and told me that he will assist me but with service fee of rm30 but I know that the full business class fare is free for any changes.
Why did their staff taking advantage to the customer that support them?this is unfair!
They should've sent to cargo dept if they are not suitable to communicate well with customer,it is just a DISSAPPOINMENT and ANNOYING...
The second time I call,a guy pick up my call and told me that he will assist me but with service fee of rm30 but I know that the full business class fare is free for any changes.
Why did their staff taking advantage to the customer that support them?this is unfair!
They should've sent to cargo dept if they are not suitable to communicate well with customer,it is just a DISSAPPOINMENT and ANNOYING...
upset passenger 11/23/11 6:13AM
·
I booked MAS holiday packages to
VIETNAM on 10 Nov. On 19 Nov, I had email from MAS informing that my flight is
reschedule from 8.50 am to 7 am, it was 2 days before my flight on 21 Nov. I
was also inform that I had to be in Senai Airport at 6 am. Since there was no
other flight it was suggested to me to cancel the flight and I can drive from
JB to KL but I am very sure I won't get my full refund even though it was not
my fault. I was then transferred for web check in and the lady who got my call
told me MAS only entertain business class client for phone check in and since I
am economy class passenger I have to do the check in online. I personally feel
mistreated by MAS and I hope MAS will rectify this problem so that another
person won't be treated in such a way. I may be an Economy class Passenger but
I had pays thousands for my holiday with MAS not to mention the other time when
I fly with MAS be it Economy or Business. My flight booking KS0XQ and my email
adnanmiss@hotmail.com.
Anonymous 11/19/11 5:41AM
·
Dear Sir/Madam
I would like to inform you about an incident I had with Malaysian Airlines. I received an email on the 28th October 2011
from Malaysian airlines advertising fares to Johannesburg for RM1359.00 and to Cape Town RM1779.00. This advertisement
was also in the Star newspaper on the same date. The booking period was from 28/10 to 02/11 and the travel period was
from the 28th October to 10th June 2012. When I received your email I went onto Malaysian Airlines web site to book a
flight. To my surprise there were no such flights available. Thinking that the advertising department most probably never
informed the IT guys I decided to travel to your office in Penang. After spending about 2 hours there and finally speaking
to a Mr Amil who called Kl on at least 3 occasions he told me that he is getting conflicting reports from different departments.
This tells me that the rights hand does not know what the left hand is doing. Mr Amil booked a flight for me and told me
that he would confirm the fare with me after speaking to KL.
To my surprise he called me this afternoon and told me that those special fares are only if you fly before the 30 December 2011.
Now I would like to know how can you advertise in the national newspapers and sending thousands of emails to your
passengers with false advertising. I believe this is very unethical and this should be brought to the highest authority in
Malaysian Airlines. I have flown with Malaysian airlines many times domestic and overseas and I must really compliment
the flight crews for their excellent service but unfortunately I cannot say the same of the ground staff and their services.
I have had some really bad services from Malaysian ground staff in the past but it just never seems to end.
I really feel that because you advertised it not only in the news paper ( maybe the news paper could have made a mistake
with a miss print) You also advertised it in an email that you send to all your passengers (that tells me the news papers did
not make a mistake) I really feel that i am entitled to a return flight for the price you advertised and also for an apology
for all the inconvenience.
Thanking You
Gary
I would like to inform you about an incident I had with Malaysian Airlines. I received an email on the 28th October 2011
from Malaysian airlines advertising fares to Johannesburg for RM1359.00 and to Cape Town RM1779.00. This advertisement
was also in the Star newspaper on the same date. The booking period was from 28/10 to 02/11 and the travel period was
from the 28th October to 10th June 2012. When I received your email I went onto Malaysian Airlines web site to book a
flight. To my surprise there were no such flights available. Thinking that the advertising department most probably never
informed the IT guys I decided to travel to your office in Penang. After spending about 2 hours there and finally speaking
to a Mr Amil who called Kl on at least 3 occasions he told me that he is getting conflicting reports from different departments.
This tells me that the rights hand does not know what the left hand is doing. Mr Amil booked a flight for me and told me
that he would confirm the fare with me after speaking to KL.
To my surprise he called me this afternoon and told me that those special fares are only if you fly before the 30 December 2011.
Now I would like to know how can you advertise in the national newspapers and sending thousands of emails to your
passengers with false advertising. I believe this is very unethical and this should be brought to the highest authority in
Malaysian Airlines. I have flown with Malaysian airlines many times domestic and overseas and I must really compliment
the flight crews for their excellent service but unfortunately I cannot say the same of the ground staff and their services.
I have had some really bad services from Malaysian ground staff in the past but it just never seems to end.
I really feel that because you advertised it not only in the news paper ( maybe the news paper could have made a mistake
with a miss print) You also advertised it in an email that you send to all your passengers (that tells me the news papers did
not make a mistake) I really feel that i am entitled to a return flight for the price you advertised and also for an apology
for all the inconvenience.
Thanking You
Gary
Gary 10/31/11 10:45PM
·
I booked a return ticket from BKI to
KHH (Kaohsiung,Taiwan) on May 5,2011.The date for depature is Feb 10, 2012.But
a message was received on Oct 12,2011 saying that the destination has been
changed. It will be from BKI to TPE(Taipei). I have never heard a renown
airline will have such act after having booked the ticket and change the
destination. Why didn't I book AirAsia for the trip for much more cheaper
price? It's all because of convenience. Kaohsiung is the place I want to go. If
I dont receive any feedback or response. I shall write a letter of complaint to
Malaysia Airline
Anonymous 10/17/11 7:51AM
·
i book flight from KK to sibu, it
came out wrong departure n arrival date after i paid. I contacted customer
service and had to wait for 30min, finally they answered. Said due to technical
error, they'll change the flight details foc and i need to email
ibesupport@malaysiaairlines.com and supposed to get reply within 2 hours. It's
been 10 hours still no reply, spoke to customer service 6 times today, each
call had to wait for 30minutes. If not because of the urgent meeting and no
other flight i couldnt be bothered d talking to them. Finally the 6th call,
they said i have to pay penalty and additional fee...argued wit them but d guys
just reply u wanna change u have to pay for it and dare me to make complaint
againts him...such an attitude...lousy customer service, no response...malaysia
airline suck!
traveller 10/10/11 9:37AM
·
i had a bad experience regarding
this malaysia airlines they are all irresponsile regarding my ticket refund we
email this company until now and then no response do you have office here in
cebu city phillippines i base here in cebu hope to hear you soon thank you;
judy 10/2/11 11:15PM
·
Malaysian airlines customer service
is one of teh worse I have seen in a long time, the IVR is poorly done, plus u
have to wait for a week it feels like just to talk to someone. They really,
really need to work on this one. It will only come back to hurt them
lenny 8/18/11 10:16AM
·
I bought a ticket to shanghai on
March and cancled it 12 hours before the flight, your staff told me there will
be 700 refund out of 900 plus(price of the ticket)through the customer
service.I keep waiting for the refund till i called your customer service
department again. Your staff told me to get the RA number from KL sentral, but
it failed to be when your KL sentral office staff told me to refer back to the
customer service. WHAT THE HELL IS HAPPENING TO YOUR FXXKING SYSTME?!!!!!
IDIOT!!! And now your customer service staff sent me an email asked me to head
back to KL sentral office again, WTF!!! STOP PUSHING AROUND!!!! AND GET MY
MONEY BACK!!! MTFK!!!
Eric 7/27/11 9:50AM
·
Services which were verbally
committed earlier regarding STPC PNR WSLNV were nt accepted later inspite of
asking the Pune office repeatedly before and after issueing the ticket and
given verbal confirmation by them,emailed already forwarded with details to the
Pune office of Malysian Airlines.
Would request you to look into this matter and take it seriously as the same was commited from our side to the passenger.
Would be obliged to hear from you with a positive reply at the earliest.
Would request you to look into this matter and take it seriously as the same was commited from our side to the passenger.
Would be obliged to hear from you with a positive reply at the earliest.
TRAVEL EZEE 7/21/11 10:40PM
·
On 9 June I tried to buy a ticket online from Malaysian
Airways. The request responded “Try again later”. I then went to your office at
Melaka Sentral and told your office staff what had happened. Your staff tried
to buy online for me but was not able to - system down. Your staff then tried
on the Touchscreen but was not able to do so - system not working.
The staff told me that she would have to do it manually but it would cost me another MYR60.00.
My question is – WHY SHOULD I PAY EXTRA MYR60.00 WHEN IT IS YOUR SYSTEM THAT IS DOWN AND NOT MINE?
Furthermore: I think that MYR821.00 for a return ticket KL-Singapore is outrageously expensive.
I have been flying MH ever since it was MAS (Malaysia and Singapore in 1965) - yes, over 40 years but I am now seeing a different MH these days which is overpriced and poorly competitive. Very disappointing……. Malaysian Airlines have become complacent because of too many good reviews. Its excellence is only superficial -its customer services are poor.
John
The staff told me that she would have to do it manually but it would cost me another MYR60.00.
My question is – WHY SHOULD I PAY EXTRA MYR60.00 WHEN IT IS YOUR SYSTEM THAT IS DOWN AND NOT MINE?
Furthermore: I think that MYR821.00 for a return ticket KL-Singapore is outrageously expensive.
I have been flying MH ever since it was MAS (Malaysia and Singapore in 1965) - yes, over 40 years but I am now seeing a different MH these days which is overpriced and poorly competitive. Very disappointing……. Malaysian Airlines have become complacent because of too many good reviews. Its excellence is only superficial -its customer services are poor.
John
John 6/22/11 10:31PM
·
I have made an e-mail complaint to
Tengku Soraya on 16 may 2011,concerning missing lauggages at LHR, MH 004 (
Business Class cutomers) on 9 may 2011.
Until today, no reply or even response from her. We had a very humilating experience at LHR and bad treatment despite travelling on Business fare,
I hape Mas top management be more sensitive on customer complaint and be too complacent on their achievements currently.
Failing which , I may share my bad experience with the Travel Media.
Until today, no reply or even response from her. We had a very humilating experience at LHR and bad treatment despite travelling on Business fare,
I hape Mas top management be more sensitive on customer complaint and be too complacent on their achievements currently.
Failing which , I may share my bad experience with the Travel Media.
Anonymous 5/25/11 12:07AM
·
I called to your Malaysia airline
hotline 1300 88 3000 two days, keep me on waiting more then half an hour no
body to attend me mant times.
what kind of the services your airline do?
I have booking your flight on 20/05/2011 from KUL to SYD. Now i nned to request seat. how can i do this?
Pls contact me on 012-3365704.
what kind of the services your airline do?
I have booking your flight on 20/05/2011 from KUL to SYD. Now i nned to request seat. how can i do this?
Pls contact me on 012-3365704.
Anonymous 5/15/11 7:10AM
·
To suit flight schedules, Malaysia
Ailines imposed more than 14 hours transit-wait-time at KLIA on 23 JULY 2011.
After a great deal of efforts, what I got was a complimentary accommodation
WITHOUT meals, minus HOSPITALITY. Is it not obligatory on the part of airlines
to provide accommodation with meals? Malaysia Airlines took a cavalier attitude
to the long-wait-suffering of the elderly passengers forced upon them; this act
of indifference points to the need of judicious-airlines-hospitality.
skp 5/4/11 8:03PM
·
I aged 77 with my wife aged 72(Wheel
chair) & Aunty aged 78(Wheel Chair) are passengers of MH 128/180 from
MEL-MAA on 23 JULY 2011 with 14 hours lengthy-transit-wait-time at KLIA which
we feel weepy & sad. I sent three Emails to customer care, the last one
addressed by name to Mr ABDULLAH MAT SAID, Director of Customer & Quality
Service, for giving me feedback about details of providing accommodation with
breakfast & lunch on 23 JULY 2011 at KLIA, as required that if trnsit tme
exceeds 8 hours, the concerned airlines shall provide necessary facilities but
of no avail. This act of apathy is unbecoming of a repute Airlines like
Malaysia Airlines known for highest standards of professionalism and quality
customer care. Am I to suffer with knee replaced passengers with no facilities
during our 14 hours tiring transit time?
SKP 4/27/11 7:48PM
·
I have been thoroughly disgusted
with Malaysia Airlines. When trying to change a ticket they kept putting me
off, telling me to call another number. I needed Malaysia to do this since it
was an international flight and they were the only one who could calculate the
foreign taxes. This went on until it was too late to secure an economy seat and
they wanted me to pay $1700 more to fly first class. I ended up canceling my
flight with Malaysia instead of changing my ticket. No one was a help. I spent
more than 10 hours on the phone trying to get assistance.
jo
4/7/11 4:44PM
·
Must be the worlds worst customer
service organisation. I know Malaysians are lay back in just about everything,
but with such a fine airline when in the air the ground support is just lost at
sea. I will have to think very carefully about flying MAS again as aresult of
their terrible Customer Support whom you can't contact, as they never answer
the phone or reply to emails there is simply no sense of urgency. But I am sure
the fat cat Datuks who run the organisation are doing exceptionally well.
lady hero 3/20/11 8:43PM
·
I had booked a ticket from
KL-Bangkok on 3 Nov 2010. At 9.30pm the day before departure, I decided to
check-in online but this was not possible and the message was "Try again
later or call". So I tried 2 more times but still got the same message.
I then called the airline and got a recorded message
"You are the #8 caller in line. Your waiting time is 7 mins".
Then 2 mins later, the recording came back and said "You are the #7 caller in line. Your waiting time is 8 mins".
2 mins later, "You are the #7 caller in line. Your waiting time is 8 mins".
2 mins later, "You are the #5 caller in line. Your waiting time is 8 mins".
2 mins later, "You are the #4 caller in line. Your waiting time is 8 mins".
2 mins later, "You are the #4 caller in line. Your waiting time is 8 mins".
2 mins later, "You are the #4 caller in line. Your waiting time is 8 mins".
I hung up.
The entire exercise took about 45 mins of my time. So much for "Convenient and smarter ways to check-in".
I then called the airline and got a recorded message
"You are the #8 caller in line. Your waiting time is 7 mins".
Then 2 mins later, the recording came back and said "You are the #7 caller in line. Your waiting time is 8 mins".
2 mins later, "You are the #7 caller in line. Your waiting time is 8 mins".
2 mins later, "You are the #5 caller in line. Your waiting time is 8 mins".
2 mins later, "You are the #4 caller in line. Your waiting time is 8 mins".
2 mins later, "You are the #4 caller in line. Your waiting time is 8 mins".
2 mins later, "You are the #4 caller in line. Your waiting time is 8 mins".
I hung up.
The entire exercise took about 45 mins of my time. So much for "Convenient and smarter ways to check-in".
Gem 12/24/10 5:14PM
·
Here is my horror story concerning Malaysian Airlines. My girlfriend and I were set to fly out on 9:30pm December 15th, 2010 from Changi Airport to HKG. We arrived to the check-in counter at around 7:30pm and encountered some problems with weighing in our baggage. My girlfriend and I each had two pieces of baggage with us a carry on bag and one to check-in, my check in bag weighed 24kg while my girlfriends weighed 31kg. After the weigh in, the guy at the counter aid that my bag met the weight requirement, while my girlfriends suitcase was 10kg too heavy. So to fix the situation we decided to take stuff out of my girlfriend’s suitcase and distribute them onto our carry-on luggage. After 45 minutes we finally got the weight down to an acceptable level and the employee then proceeded to tell us that now my carry on luggage, which was at an appropriate weight 45 minutes ago was now 4kg too heavy. After another round of shuffling around our stuff and buying a new bag to put them in we finally fixed the weight issue. As we began the check in process the time was almost 9:00pm. We then encountered another problem as he told us that we could not board the flight due to the fact that we have had no onward tickets exiting Hong Kong. After reasoning with him that we were taking a train onward to Guangzhou, which immigration rules clearly state that you can enter Hong Kong without an onwards ticket if you are heading towards mainland China. As I explained this to him he said the only way we could get on the plane was to purchase another ticket, by that time he told us we wouldn’t make the boarding time anyway and to just cancel our trip. I hate to point the finger, but the guy working the counter was an unprofessional joke. Instead of giving us straight answers he constantly wasted our time. On top the situation, we canceled our ticket incurring penalty fees while spending more money on hotels and scheduling a new flight with another carrier. I have flown Malaysian Airlines in the past to Singapore, Malaysia and Hong Kong with no problems, but I can now say I will avoid this airline from now on at any cost.
itswilliamgoh 12/18/10 6:20PM
·
Malaysia Airlines customer support
is terrible! I was told during 2 phone calls to support that I was eligible for
the piece concept baggage allowance because my travel starts and ends in North
America AND I was using a MAS airline partner (ANA). When I asked by email to
have my tickets changed to reflect the larger piece concept, I was outright
rejected. It also took 6 weeks to get a response. I bought my tickets with
Malaysia airlines because of what I was told on the phone. I was lied to, and now
I will face a huge baggage fee on Nov 30th!!
I will never fly Malaysia Airlines again!!
I will never fly Malaysia Airlines again!!
zennesis 11/24/10 5:12AM
http://www.customerservicescoreboard.com/Malaysia+Airlines
MORE TALK THE TALK THAN WALK THE TALK !
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