bang J.
Very disappointing experience with Malaysia Airlines
Our family of three flew from Narita to Jakarta via Kuala Lumpur (flight MH71, Airbus A330-900neo) on March 29, 2026, and this was honestly one of the most disappointing experiences we have had with a so-called full-service airline. After this trip, we would seriously avoid flying Malaysia Airlines again. Here is why: First, we did web check-in early, about one day before departure, but there was no option at all to select seats. For a national flag carrier, this is unacceptable. It felt more like dealing with a low-cost airline than a full-service international carrier. Second, the check-in counter on the day of departure only opened about 2.5 hours before the flight. For an international flight, that is simply too late and creates unnecessary stress, especially when the lines are already very long. By the time we finally reached the counter, we were told that our family of three could not be seated together. The ground staff then said that if we wanted seats together, we had to pay around JPY 8,700 per person. That was honestly shocking. Charging a family extra just to sit together on an international flight is something you expect from a budget airline, not from a national carrier that claims to offer full-service standards. Third, after we rushed through immigration and security because of the poor check-in situation, there was an announcement saying the flight might be slightly delayed due to flight crew preparation. That sounded extremely unprofessional. Passengers should not have to hear that operational readiness is still an issue so close to departure. The onboard experience was not any better. The legrooms were poor for both long haul (MH71/A330-900neo) and short haul (MH711/B737-MAX8) flights, the in-flight entertainment was weak, and the overall cabin cleanliness was mediocre at best. Even worse, some seat handles were broken and badly patched with duct tape. On a relatively new A330-900neo, that is frankly embarrassing. A new aircraft means very little if the cabin already looks badly maintained. The food was another low point. The main meal tasted so bad that I could only manage two bites. It was genuinely unpleasant. Management really should taste the meals before serving them to passengers. To make matters worse, the bread was served cold. When I complained, the cabin crew said it was for “safety reasons” and told me to complain to management instead. That explanation made no sense at all. I have flown with many other full-service airlines, and warm bread is completely normal. Saying cold bread is for safety while serving a hot main meal at the same time is just absurd. It sounded more like a lazy excuse than an honest answer. Overall, this flight felt far below the standard of a full-service national airline. Poor seat policy, stressful ground handling, questionable professionalism, disappointing cabin condition, and terrible food — everything about this trip was underwhelming. Malaysia Airlines marketed itself as a premium carrier, but this experience felt much closer to a budget airline, only without the low fares. We will not choose Malaysia Airlines again, and based on this experience, I would strongly advise other families to think twice before booking.