Malaysia Airlines Complaints & Reviews

Hi sir/ madam,

On August 28th, I traveled with your airline from Amritsar to Adelaide, and I wish to provide my feedback regarding this experience. It is disheartening to observe a decline in the standards of service. Our family of four was traveling together, and my youngest child, who is three years old, was somewhat unsettled upon our arrival at the airport. I must express my disappointment with the demeanor of your ground staff, who were quite discourteous and did not treat passengers with the respect they deserve.

The first issue we encountered was related to baggage weight. We had verified the weight of our bags prior to departure from home, ensuring that we adhered to the allowance of 35 kg per person, totaling 140 kg for our family. We packed seven bags, each weighing 20 kg. However, the scales at the airport indicated that each bag was 2-4 kg heavier. During the check-in process, there was a lack of communication regarding the excess weight, and the staff proceeded to label the bags and send them for loading without informing us. It was only when the last bag was being processed that I was informed of an additional 13 kg, which they claimed could not be accommodated. We never requested to accommodate this weight and acknowledges that we understand the process. Despite having carefully weighed our luggage at home and ensuring we were within the allowed weight limits, your airport scales indicated a significant discrepancy. When we questioned this, we were met with dismissive behavior and a lack of communication.

I remained patient and requested a reweighing of the bags, but my request was denied, and I was informed that I need to pay for the excess weight, which I firmly contested.

The staff member assisting us then summoned a senior colleague, Mr. Ravi Mehta. His attitude was quite alarming; he approached the situation as if he were the owner of the airport and began calculating the charges. He spoke to me in a condescending manner, as if I were a child, and insisted that I had to pay for the 13 kg of excess weight, quoting a fee of Rs 33, 000. I refused to pay and stated that I would prefer to dispose of the excess items rather than incur the charge. When I requested the return of my bags, Mr. Mehta was exceedingly rude and verbally abusive. This interaction was profoundly disappointing, and my husband and I attempted to reason with him regarding the discrepancies in the weight readings, but he responded with hostility and unprofessional remarks.

We endeavored to manage the situation with patience until a staff member (Ravi Mehta) made the remark, “You are holding your crying daughter and want to play your sympathy card.” At that moment, we felt we had lost all composure. It is unacceptable for staff to make personal comments about passengers. We have paid for your services and do not deserve such discourtesy. There is an appropriate way to communicate, and we were attentive to him. Subsequently, he summoned his senior colleague, “Sandeep Azad, ” and they conspired against us. Ravi Mehta and Sandeep Azad, displayed an appalling lack of professionalism and resorted to verbal abuse. Their behavior was completely unacceptable and left us feeling humiliated.

Our refusal to pay led to their evident frustration, as they had no option but to retrieve our bags. Sandeep Azad remarked, “I will not allow you to take even 1 kg extra.” It is important to clarify that we never requested them to waive the 13 kg of excess weight according to the airport scales. He was gesticulating wildly and instructing the staff to bring our bags back.

The bag in our possession weighed approximately 21 kg, and we indicated our willingness to remove this bag from the total of 140 kg; however, they disregarded our offer. They caused the staff to run around and ultimately retrieved the bags. Sandeep commented "get their bags back, I will make sure they are not being waved off even for 0.5kg".

Eventually, the bags were reweighed in the presence of Ravi and Sandeep, and to our astonishment, none of the bags exceeded 22 kg. This raises a question: How could the bags have previously registered weights of 23 and 24 kg? The scales remained unchanged, so how reliable are they?

My frustrations are twofold: First, no one has the right to address us in such a manner. We were listening to them with patience. Are they not adequately trained to manage their egos and exhibit basic courtesy? Their frustration escalated when I declined to pay. Who are they to determine that I must pay? They never presented me with alternatives. Their communication skills with customers were lacking, and their behavior was unprofessional, egotistical, and disrespectful.

Secondly, one of your senior staff members, who wears a turban and assisted us with check-in and printing our boarding passes, seemed uninformed. He informed my husband that we were not listed on the immigration roster and could not fly that day. He also suggested that we call from our number to cancel the flights, which we declined to do as we had no roaming. Following a lengthy dispute, my husband insisted him to give this in writing and that he should contact the airline directly to cancel the flight. And guess what, we magically appeared on the immigration site, bringing this conversation to a close. There were no apologies offered; not a single word of regret. It felt as though they were doing us a favor rather than fulfilling their responsibilities. This unnecessary stress could have easily been avoided with better communication and assistance.

I kindly request a written response from the Malaysian airline regarding the follow-up on this complaint. I regret to express that the attitude of your ground staff is quite unsatisfactory. We were not inclined to travel to Delhi with two children, so we opted to book from Amritsar, which I now believe was a grave mistake. It is no surprise that many individuals are reluctant to fly from Amritsar; no one desires to encounter such rudeness in their travels. The discourteous behavior exhibited by your staff will forever be etched in my memory. I doubt we will choose to fly with Malaysia Airlines again. Regrettably, your standards have declined due to the attitude of your personnel.

Thank you for your attention to this matter.

Regards,
Rubal

Dear sir/ madam,

My wife had an accident on our wedding day. She broke her collar bone just 3 hours before our marriage. We got married somehow, she had undergone surgery and travelling for honeymoon was not possible, which was next day of our wedding day. This is most unfortunate, we have been planning this honeymoon since 1 year and it’s very hard for us to cancel.

I had requested malaysian air line for full refund of our flight tickets to support in this very unfortunate event. All the hotels and villas i had booked they had refunded full amount as a gesture of good service. But even after begging million times there was no positive response from malaysian air lines.

We beg you please help us as the amount is very big for us.

Thank you.

Regards,

Aditya chhatre

Ph : [protected]

Hello,
I am haripriya from hyderabad. We travelled from hyderabad to singapore on 24th april 2018 and arrived on the same day at singapore airport (Changi airport) through malaysia airlines. We lost our baggage on arrival. We dint get our baggage at the baggage area. We dint find anywhere and we gave complaint at the singapore airport...

Complaint details are :
File number : sinmh24108
Name : challa haripriya
Flight dates : mh119/24apr/mh627/24apr
Tag number :mh500944

We dint find the baggage till now... And the complaint is not uploaded in the malaysia airlines website because of that i am not able to claim it. No body is guiding us properly and website is not allowing us for the claim. So please do it needfull

My ticket no.[protected]
Travel date was on 25th january 2017. To singapore
When i couldn't travel on date for some reason. Then i went to the malaysian airways office at hyderabad before my travel date in india and asked them to make my ticket an (Open ticket) then they suggested me to call customer care in malaysia as they don't have access to make it an open ticket. Then i called malaysia on malaysian airways boardline number and asked them to make my travel open ticket so that i can travel on some other preferable date from india. Then they confirmed that they made it an open ticket and told me to travel on any date with in 1 year of booking. I said ok and once again confirmed with him that the ticket is open and not cancelled. He said yes the ticket is open. Now when i want to travel on that ticket before i complete oneyear here at customer care says that the ticket is cancelled without my concerned. I request you guys to look into the matter and check with the call recordings of the conversations i had with your customer care ppl in january2017 regarding the ticket and please re issue my ticket as i need to travel in the first week of january.
Thanking you
Yours truly
Rajender moka

I have been trying to call the customer service agents since past 1 hour to reschedule my flight... It takes a very long time for the agent to get on the phone and when my call finally gets answered, they are just not bothered! The hear the issue, keep me on hold for sometime and then disconnect my call... This is extremely unprofessional on the part of the telecallers / agents
I cant manage my booking online as i had checked in and i got a notification stating that i need to call customer care.

My confirmation - vkanyd

The Manager,
Malaysian Airlines,

Subject: Compensation-Claim

Sir,

I was passenger of your airlines. I bought tickets of Malaysian Airlines as per following details:
1. 10th february 2017 -
Go Air Flight no. G8/163 from Lucknow to New Delhi
MH 0191 Delhi to Kaula Lumpur and
MH 0750 from Kaula Lumpur to Hochiminh City
2 20th February 2017-
MH 751 Hochiminh City to Kuala Lumpur
MH 190 from Kuala Lumpur to New Delhi
Go Air G8 207 from New Delhi to Lucknow on 21st Feb. 2017 morning.

The inconvenience started from Ho Chin Min Airport, when my Flight no. MH0750 to Ho Chihmin City on date-11th FEb. 2017 reached destination. I was shocked to find that both of my Suitcase did not arrive at Ho chihmin city. The ground staff at Hochihmin city were unable to provide me any information about my mishandled Suitcase.

After lots of trouble, the "Lost and Found" Department filled a PROPERTY IRREGULARITY REPORT.

I had an important meeting at 14 hrs on 11th February, 2017 and I was left with no documents and even no clothes to wear.I faced lots of inconvenience with no cloths and no importance documents with me, which were required to attend the meeting at 2 PM that day and I had to cancel all booked venues and program in the absence of my suitcase. Later I received my Luggage at night and spoiled the whole day.

Further while returning back on 20th Feb by Flight no. MH 190, when I reached delhi. After kept waiting long for my Luggage, I received it at very late but again shocked to see the condition of Suitcase, which was broken at Handle and lock and also the cover tempered with scratches, which was not a NORMAL WEAR AND TEAR and was as a result of obvious mishandling. I must mention that in Hochihmin city, I was charged extra amount o[censored]SD245 for extra baggage weight. and I received broken suitcase in return.

Unfortunately my experience with your Airlines was bitter and I had to face many difficulties and inconveniences besides mental and financial harassment. The luggage which was supposed to be carried to Lucknow on 21st FEbruary morning but I had to manage to go in New Delhi city to my known to keep the Suitcase at New Delhi itself as it was not in position to carry to Lucknow. The Airline could not take care of my single baggage on which I was dependent for all my day to day and professional requirements.

The mishandling of my suitcase (While going to Hochihmin city) not only forced me to do shopping for my basic necessities items at Hochihmin city such as clothes, shoes etc but also it made me to cancel my preplanned meeting, which further lead to me financial loss for the cancellation of meeting venue, Transportation and other bookings for which I was not at all responsible.
Further again the mishandling (While coming back to New Delhi) caused damage to the "Brand new Aristocrat suitcase, which was not my property and would spoil my relation to the actual owner.

In nutshell, the mismanagement has spoiled our whole trip purpose and I faced lots of inconvenience and physical strain and mental harassment.

Now I want you to compensate against my losses of time and money for putting us in the state of Mental and financial harassment, agony and humiliation besides compensating for the damaged suitcase. The details are as under:
1. Clothing & Shoes Bills for attending the meeting on 11th Feb, 2017 Rs 5000.00 (Around 75 USD)
2. Travel for shopping (Taxi & fuel Charges) – Rs 700.00 (Around 10 USD)
3. Cancellation charges for booking of meeting venue. Rs 10000.00 (Around 142USD)
4. Compensation against inconvenience to me- Rs 20000.00 -Around 285 USD)
5. Compensation for loss of New Suitcase: Rs 10000.00- Around 143 USD)

6. Passengers-
1. Gaurav Khanna
7. Enclosed documents-
1. Copy of PROPERTY IRREGULARITY REPORT AT HOCHIHMIN CITY DATED 11TH FEB 2017
2. Copy of DAMAGED BAGGAGE REPORT AT NEW DELHI DATED 20TH FEB 2017

Let me introduce that besides being a Indian government official, I am an International level coach for Badminton and also an International Technical officials. We are frequent travellers and deal with Airlines of elite class and we have travelled and dealt with all Airlines but I have never received such inconvenience before especially the late receipt of my Baggage on 11th FEb at Hochihmin city and again damage of my New Suitcase on 20th FEb, 2017 which returning back. . (For your reference this is the same event where the Malaysian Star Lee Chong Wee and Indian Star Saina Nehwal plays).

I am expecting your commitment for compensation claim within 2 days of the receipt of this mail failing which I have no other way left but to take a legal stand in the matter besides informing to Press person regarding the hardship caused by the mismanagement of your Airlines staff.

Please treat this matter at high priority and take some needful action soon.

Thanking you

Yoursfaithfully

Gaurav Khanna
LD-106/B,
OlD RDSO Colony,
Lucknow -226011.
Mobile: [protected]
Email id- [protected]@gmail.com

Copy to:-
1. http://www.consumercomplaints.in/china-eastern-airways-mishandling-of-baggage-c1...⇄
for information.

Thanks and Best regards,

GAURAV KHANNA
Mobile No. [protected]/[protected]
Address:
LD-106/B,
RDSO Colony,
Lucknow 226011.

I traveled from malaysia airlines on 28th of july and my baggage was mishandled. I was told that i would receive my baggage on 30th morning received after 3 days. Both my bags are damaged. They were sent on a two wheeler by the courier company thought they were full sized bags. All my belongings were tempered in one of the bag which was not locked and rs 2100 have been stolen. When i reported this in the customer care no appropriate response was provided to me.

i made a online ticked on[protected] at malaysiaairlines.com . A airfare from penang to Bangkok
and travelling dates were[protected] .. after proccesing the tickets they deducted amount of rupees 13997 from our credit card and after some time i got a mail that ticket has been automatically cancelled and plz call our customer service deck . as i contacted them and they told me to contact a near by malaysiaairlines office..then i also contacted with them but still i got no response they are not responding my mail and they are not returning my money back

Hi

I travelled from Manila to Chennai Vis KL on 1st Feb'10 by MH. I had excess baggage at Manila and i regruped my hand bag and checkin bag to get cleared by paying additional charges for check-in bag. Unfortunately I was asked to pay again for the bag i was carring in my hand or to remove the stuffs so that they will allow me to get-in to the flight. On top of this they are only accepting ringet at the counter. Upon arrival at home i tried to contact the customer care and seek clarification for the same but for no use. I even asked the process of getting back my stuffs what i was forced to left there at KL, but that also seems missing. Quite surprising and sounds funny. I have all the mail communication between the Customer care officer pertaining to this. Please help me in this regard. My major question here is if i was asked to adjust my baggages at Manila and was cleared there then why i was questioned again at KL for the same service provider. Please clarify.

Regards
Jiten

FROM THE DESK OF
DR.KAVLOWSKI O'BRIEN
HR PERSONNEL
MALAYSIA AIRLINES INT'L (MAS)


Attention: DHARMENDER PRAKASH SHARMA
Designation: CUSTOMER CARE EXECUTIVE

Dear Sir,

The management and staffs of Malaysia Airlines hereby wishes compliments of the season.

This is to put to your notice that you have been shortlisted on the ongoing Employment offer of Malaysia Airlines in Malaysia .
MAS also does not employ any third-party on-line employment agency and also note that Malaysia Airlines does not request any payment nor charge any fee for processing job applications for any of our expatriates.
You are obliged to follow the procedures as advised on your Employment Documents attached on this email by contacting the Immigration department of Malaysia for the procurement and acquisition of your necessary traveling documents.

We also want to make it clear to you that the Malaysia Airlines has already made provisions for your Visa/flight ticket but you shall personally incur for your working permit processing. This is to mark your seriousness in joining us on the stipulated date.

On this note, you are advised to make an urgent contact to the;

HOME OFFICE
IMMIGRATION DEPARTMENT OF MALAYSIA
Headquarters of the Department of Immigration, Malaysia
(Ministry of Home Affairs)
Level 1-7 (Podium) Block 2G4, Precint 2,
Federal Government Administration Center, 62550 Putra jaya Malaysia.

Contact Person: Mr. Jaha Lu
Email: [protected]@imigov-my.org
malaysiavisa.[protected]@yahoo.com.my
Tel: +[protected]
Fax +[protected]
Satellite phone: +[protected]

Once again we said Congratulations!!!

Regards.

Dr. Kavlowski O'Brien ( Human Relations Manager)
Malaysia Airlines
Unit DH6 Departure Hall
Kuala Lumpur City Air Terminal (KLCAT)
Kuala Lumpur Sentral Station
50470 Kuala Lumpur
+[protected]
www.malaysiaairlines.com