MalaysiaairlinesReviews of malaysiaairlines.com

We booked a flight from Amsterdam to Kuala Lumpur with a stopover on Doha. We had to find out by accident that our flight from Doha to Kuala Lumpur was cancelled. When we called Malaysia Airlines they confirmed that it was cancelled but they could not provide us with an alternative flight. Even when we asked if they could at least give us a written confirmation (by email) that the flight was cancelled 2 out of the 3 Malaysia Airlines customer service employees said they could not provide us with a written confirmation of the cancellation. The third employee we spoke made up some excuse that she encountered technical problems, promised to call us back but never did. Eventually we never received our confirmation that the second part of our ticket was cancelled (Doha to Kuala Lumpur). Instead the app and the airline just erased the flight from Doha to Kuala Lumpur from our booking and it now looks like we've never booked to Kuala Lumpur in the first place. They pretend if Doha was always our final destination. We're deeply disappointed in this pathetic attempt to not take responsibility for the fact that they cancelled the second part of our ticket. They could have at least send us a confirmation by email or a notification in the app. Combined with appalling customer service I will never book another flight through Malaysia Airlines again. They can't be trusted.

Literally had the most traumatic customer service experience in my life. I called over 10 times just to reschedule one flight on MHExplorer, which I couldn't do on their website due to an error on said website. Each rep basically gave me a different answer, and then 3 picked up and didn't reply at all. So i wasted 3 calls for someone to pick up and never reply or speak to me. One rep even gave me a number for "MHExplorer" which turned out to be a number for a stationary store that doesnt exist anymore. I hope the only person who managed to fix my problem gets a better job at a better company.

I don't know where to begin. Customer service? A call was made on Friday 20th May, they said they were too busy and would call back. I'm still waiting. I have contacted via online methods. I'm still waiting over a month later. They cancelled our connecting flight from KUL to DPS which was due to fly on a Monday, and re-arranged it for Friday. Due to COVID restrictions in Malaysia at the time this was not possible as we hadn't met the travel criteria and were not allowed in the airport for longer that 24hrs anyway. We were forced to book last minute, one way flights with Singapore Airlines from LHR to DPS costing £1k each otherwise our holiday was off. Singapore Airlines were amazing, so I highly recommend them! Malaysia Airlines then cancelled our flight from DPS to KUL and re-arranged it for 7 hours earlier, meaning we had to wait 8 and a half hours for our connecting flight home to LHR. No sympathy, no apology, no accountabilty. Just avoid. We used them because it worked out to be around £100 cheaper - and regret that massively.

I have tried for hours to rebook a holiday, there is no call back or how many are the the queue and they value their customers? There is no email and if you book online, nowhere to put your voucher code, which expires tomorrow. Then, when I tried to pay, both of my cards were rejected, my bank said there was no attempt by Maylasian Airways to take monies, I tried again and it was rejected. I waited a long time again on the phone, this time there representative said your voucher is not valid, yet the previous member said it was, in fact it had been extended for another year. She tried to charge me more, inspite of an agreed price being made by her colleague, again a long wait whilst she checked. Then, she said the payment had gone through but could not confirm the total, I was totally worn out by the hours of waiting, with a simple transaction! Finally, please stay on the line for a customer satisfaction survey, I had been on the line for (your call is important to us) for HOURS!! I don't think they really want to encourage passengers to travel with them! Never again!

I fully appreciate the impact Covid has on the airlines industry. I flew with Cathay Pacific, Air France and Turkish Airlines recently. Whilst corners were cut to save cost, these airlines tried to maintain their level of service. The same cannot be said for Malaysian Airlines. I booked a flight from KL to Penang on 28 June departing at 10:40am. For some reason I was not able to check in online. Got to the airport and joined a check in queue at 9:30am with only two passengers ahead of me. The ground staff was so slow and inefficient, it took her 25 min to get to me. I was then told it is too late for me to check in even though the flight was not taking off for another 45 min and I had no check in luggage. I was directed to the ticket counter and was told I needed to buy a new ticket at extra cost leaving much later in the day. Basically lost a whole day at my destination. Lodged complaint with the ground staff manager who was defensive and dismissive. A prime example of how not to treat customer. When I told him I intend to lodge an online complaint but given my experience thus far I do not expect to receive a satisfactory response. The guy actually told me “do whatever you want”! My new flight was on Air Asia. Checked in took less than 5 min and was even allocated a front row seat at no extra charge. Both airlines have the same owner. But at MH all the ground staff ranging from the check in counter staff to the ticket counter staff to the ground staff manager showed they simply do not care about customer service. The problem obviously lies with the management team of MH which for years could not make a profit out of running MH and had to merge with Air Asia. This airlines do not deserve to stay in business.

This airline is not at all transparent with their baggage allowances, and then when you realise your ticket doesn't include ANY hold luggage, you are forced to pay £300 for a 20kg bag. I spoke to someone on customer service (after trying to get through to them 5 times) and was told that there was nothing they could do, and they couldn't offer any sort of discount or aid. This is an absolutely ridiculous airline and I would avoid flying with them at all costs.

Airline changed my flights several times within 2 weeks of departure. At this stage it was then too late to find a reasonably priced alternative. Connection went from 1.5hrs to 4 hours and then ended up as a 7.5hr connection so I lost a day of holiday and had to spend it in KUL airport instead. One of the changes they made moved my first flight to 3 days later than my second so I would arrive for my connection 3 days late! I had to spend a long time trying to get this sorted out as they didn’t seem to realise this would be an issue! They also left my bag behind in KUL on the way out. Was told the bag would come 2 days later but ended up being 3 days later. Food was awful, chicken in 2 of my meals was all bone and cartilage. Drinks service was only beer or wine and very stingy servings. Movie selection was alright but nothing special, mostly older movies and the system needed rebooting a few times on one flight. Staff were polite and plane was clean at least

Flight from KTM -KUL- BNE 11th of june, 2022 flight number MH171- MH135, Booking Reference: 53TVSC. My mum was flying to Australia from Kathmandu Nepal for the first time and we encountered one of the male staff from malaysian airlines in tribhuwan international airport also supported by the lady sitting in the counter asking for money i.e. NPR 24000 stating that she has an extra kilo of baggage and is more than 30kg. But her ticket was already booked for 35kg and 7kg of handcarry. As she was travelling alone and for the first time, the management put her in trouble asking for money and and she had to give 1000NPR without any reason after the conversation. This is really disappointing and would never like to book a ticket from Malaysian Airlines if continues to do so. I would really appreciate if any further investigation can be done for this case as it is not about 1000 NPR but i wish it will never be encountered by any other person travelling from Malaysian Airlines. I Would like to take an action and i really want this case to be heard by upper level management as may be they are unaware of whats going on.