MalaysiaairlinesReviews of malaysiaairlines.com

Whatever you do, do not use this airline. It is the worst customer service I have ever experienced. We have probably spent about 20 hours trying to get through and speak to someone. Every one you speak to tells you something different and the only thing the company care about it getting as much money as possible from you. It is an absolutely disgusting company and they have caused us a huge amount of additional stress. They put the phone down on you mid conversation when they can’t be bothered to help you. Cannot express how absolutely shocking this company are.

Departing and returning terminal at Heathrow changed with no update from airline. Tried calling call centre 11 times but after waiting on hold for anywhere between 5 and 15 mins, I just kept getting cut off so unable to speak to anyone. When I finally did manage to speak to someone, the guy I spoke with couldn't understand me properly and kept asking about extra leg room??? Still unresolved, flying next week with no new e-tickets reflecting the terminal building change. I only found out about this when I went to book my airport parking and they ask for your flight number. Looking at all the other comments, I am now both regretting my decision to book with them and worried for what next week holds.

Our son was killed in an accident and we needed to get to Australia quickly early in August. We bought return tickets from London to Sydney via a travel agent. Having asked the agent if we could change the return date if necessary when I came to do so we ended up buying a new ticket. Once home I started trying to get a refund on the unused part of the ticket and after 3 months got £670 instead of £2585. The agent told me it was up to the airline to give refunds and the airline told me it was the agents responsibility!! Every time I called Malaysia airlines I found them difficult to understand, they talked over me and didn't listen. I tried to get information about the refund and whether the information supplied by the agent was accurate but the airline wouldn't tell me. I simply needed to know whether the amount refunded was what they had sent back to the agent and , if there was a penalty, what did that amount to. The members of staff I spoke to were polite but should really have passed me on to someone higher in the organisation who could make decisions and over-ride rules. I wrote to the customer service department 3 times and am still waiting for a reply. The original return ticket was cancelled and could have been re-sold. They had over 15 days to do that. Between the airline and agent I felt, given the circumstances of the situation, they could have worked together to give us a full refund promptly. It's taken 3 months to get the small amount paid. Shame on them for their lack of compassion and empathy.

I bought a flight for my partner and myself to go to Bali with Malaysia Airlines from London. I bought the ticket through a travel agent (getaflight.com), and subsequently experienced a string of events which constitutes the worst customer service I have ever seen from any company. The travel agent who sold the tickets asked if we wanted to purchase "Additional Baggage" for the flight, but made no obvious mention of the fact that the ticket they were selling came with no allowance for checked baggage (as is standard for long-haul intercontinental flights). We only found this out when we arrived at the airport and checked in for our flight. I tried calling getaflight.com but they kept me on hold for 20 minutes, and when they finally answered the call they were very rude and dismissive, and made no attempt to help resolve the situation, and stated that we had to take it up with the airline directly. Malaysia Airlines would not allow us to pay to upgrade our tickets, and instead charged us £350 (£30 per kilo) to check one bag (after we had thrown our other one away and distributed as much as we could into our hand luggage). Once we arrived in Bali (an hour and a half late due to a delay on our connecting flight), we discovered that our luggage had been damaged to a point that it was unusable. There was no information given to us about how to resolve this issue, and no notification attached to the luggage, so we left the airport as we had booked onward transport that was now charging us an additional fee because they had been waiting for us. Whilst on our holiday, we spent over 6 hours trying to get through to the customer services to try to file a complaint about these issues and upgrade our return flight so that we didn't have to pay such an extortionate rate to get our bag home - we were left on hold for up to 45 minutes every time we called, and on most occasions the phone line simply disconnected before we got through to anyone. We did get through twice, and on both occasions the customer service staff were rude, and unhelpful. The first time we got through, the line disconnected a few minutes into the call. The second time, we were told to just talk to the staff at the airport before our flight. When we returned to the airport for the return flight, there were no Malaysia Airlines customer service staff there, and the check in staff dismissed our requests, and refused to upgrade our flight, but told us to talk to the customer services in Kuala Lumpur (where our layover was). We were still forced to pay another £350 to get our bag home, and told that we could arrange a refund while in Kuala Lumpur. When we arrived in Kuala Lumpur, the customer service staff there refused to help, and were extremely rude. We eventually spoke to a manager who arrived an hour after the staff asked him to come and speak to us, and he continued the pattern of rude, unhelpful dismissal of our concerns that we had come to expect from this company. After we returned home, we again attempted to contact the customer services, which is difficult as they do not have a UK office that you can contact by phone, and they do not respond to emails for weeks and weeks at a time. We were lied to by various staff, and their abysmal customer services is deliberately arranged so that you cannot contact anyone who can help with any request. We accept our fault for the baggage fee on the outbound flight, but were seeking a refund for the baggage for the return leg of our journey (since their awful service meant that we were unable to avoid this extortionate fee), and a replacement for the baggage that was damaged, as well as wishing to file a complaint about the consistently atrocious customer service we received. I have spent over 3 months trying to contact them on an almost daily basis, and have been dismissed at every turn. The only compensation they have offered after all this time is the equivalent of £40 for a new bag, which is nowhere near enough for an equivalent suitcase. I will never use Malaysia Airlines, or getaflight.com services again, and will do everything I can to discourage others from them as well.

Please help!!! My bag was left in Malaysia and got delivered today with items missing. Was told by the insurance to contact the airline first for a report but can’t get hold of anyone or find a direct number in the Uk

It's difficult to login on the site and app. I'm pretty sure the password is ok but an error message is displayed. Tried to book through Skyscanner but the return flight was changed. Such a shame as they have the looks of a major airline.

Was trying to rebook my canceled Covid 19 flight through Malaysia airline's call center, as you are unable to do it online. Aside from the 20minute waiting time, I called 7 times and spent nearly 2 hours on the phone. The staff left me unattended after picking up the call twice! A member of staff hung up without resolving or confirming the new booking. On 3 occasions I was passed to the only member of staff who knew how to do his job. Clearly, everyone is passing the calls to this one guy and he can't take all the calls. I was polite and civil throughout the call but I guess their call center staff are so unhappy, badly trained, and paid that they do not care. Malaysia Airlines, please change your service provider for the call center, make all ticketing online or charge a premium for calls and pay your call center staff better.

This is a shocking Airline They lost our luggage for over 30 hrs on a recent trip to Vietnam. I had transport, tours and accommodation booked for various places and because of the delay, I missed my bus, accommodation and tours and could not get refunds for them. The whole delay caused us to be stuck in Hanoi for over 2 weeks rather than on our trip which had been planned for 2 years, where we had to spend an extra AUD $2400 on additional food, accommodation etc. On our first couple of days in Hanoi, we called the airline and asked to get an earlier flight home as we had no desire to stay 2 weeks in Hanoi and all they could do was offer us flights home for AUD $1700 each!!!. Bear in mind our original return flights cost $1350 return for both of us. If you lose someone's luggage and it ends up costing them money, the least you could do is offer some form of compensation or at least offer them an earlier flight home. I certainly will never use this airline again and will continue giving them negative reviews. Their customer service is disgusting, and they really couldn't care less about their customers. If you decide to actually do something to rectify this, the reference is GTS03094-10/2022/MD and the lost luggage reference is HANMH19363