from Australia - May 1, 2019
Flew Economy Class
I am a Qantas Silver member and my membership number is 0493163. My membership is classified as Silver and as Ruby. According to the OneWorld website, this equals to Ruby status. Furthermore, the OneWorld website qualifies the privileges as per the following Link.
When I tried to book my seats, the system requested that I pay $100s for my seat pre-allocation which should not happen for a Silver/Ruby Status. I called your call centre and was told to write an email. Please let me know what the problem is? Are you a OneWorld carrier or NOT? I selected to fly MH only because of the OneWorld membership.
Here is the response from Malaysian Airlines:
“Please be advised that access to preferred or pre-reserved seating is in accordance with MH’s policy NOT the oneworld.
X go to MH and Qantas side. Please refer actical 29 for more details. Based on above if you required the seat in advance it will be a charges base on the airlines term and condition.
X contact our call center to booking and purchase the requested seat.
Thank you for choosing Malaysia Airlines.
Warm Regards, Muhammad Nabil | Global Customer Contact Centre
from Sweden - February 7, 2019
Flew Business Class
Flight MHO0796 on Feb 5th, KUL-BKK, Business class. Ground staff that had poor English skills. Long and very bad security clearance procedure at the gate! No priority for Business class. Finding a cabin that is from the 80s, at its best. Old seats and the springs or whatever it is inside the chair, had popped making the seat very uncomfortable. Seat belt had been shortened ,why?, so an extension was needed to be able to lock the seat belt. No inflight entertainment system, no wine or alcohol served “as this flight is to short for that”, 2 hours 30 minutes too short? The poor stewardess did her best but said she was a shame of the poor cabin standard. Several of the passengers come together after the flight waiting for the luggage, and all had the same opinion, never again MAS! Malaysia Airlines, To be fair to your passengers reimburse with at least 50% of the ticket price cause this is no where close to Business class!
from United Kingdom - January 30, 2019
Flew Business Class
After reading so many negative comments about Malaysian Airline, I ought to say something from a different perspective. I have taken two flights (a total of 6 sectors) with Malaysian Airline in the last 4 months originating Hong Kong. The flights never have disappointed me, despite using 737-800 for a 4-hour flight is not so ideal. However, on their A330 and A380, things are completely different, there’s literally nothing I can complain about. The food itself is unbeatable (except for the sectors departing HKG, thanks to CPCS for handling the nasty food), the Malay Satay is one of the best food I have ever had on a plane, there are also plenty of other choices. Hot food is served even on a 25-minute flight from SIN to KUL. Service was also nothing to complain. I fell asleep right after the plane departed and the crew members have taken my orders. No one woke me up but instead quietly came to my side and closed the window shield for me. I was asked whether I was in the mood for food 10 seconds after I was awake. Staffs were attentive and they cared for every detail. Check-ins were efficient and baggage handling was also to a very acceptable manner. The lounge in KUL is also a plus for choosing MH. Great food served in a quiet environment where one can also spot planes taking off and landing with ease. If I have to choose between KA and MH for the same route again, I will definitely choose MH as their price is just a no beater when compared to KA or CX.
from - September 29, 2018
Flew Economy Class
Would NEVER fly again Flight departing Phuket with 2hr layover and connection to Bali. Bali flight changed from 3pm to 9am the next day. Absolutely unacceptable. a 2hr layover changed to an 18hr layover! Flight from Phuket has mechanical problems. Fair enough, atleast this pilot spotted it before takeoff, we don’t want to end up like MH370. Staff actually relatively good at getting us all on a bus and to a hotel within 5 hours. Told our flight is now rescheduled to 9pm, bus leaving at 7pm from hotel. I have a screaming baby who has been ‘travelling’ for 12hrs already and we haven’t got 20 miles from our origin. I call the representative to ask to change flights to the next day or day after. She asks me to call BKK call center. I call them, The woman says she will change the flight for me, however does not. She says I must collect my ba from the airport and then puts me on hold indefinately. I my own way to the airport to collect my own bag with the help of Thai airline staff, as there are NO Malaysia airline staff anywhere to be found. I call again the next day after we had ‘missed our flights’ and the woman thankfully re-booked us for two days time.
from - July 30, 2018
Flew Business Class
I bought a return business class with MAS last year for trip with my family to Sydney Australia. The problems started with our inability to utilise the on-demand dining service due to an error on their website which we were told was due to a system upgrade. As regular fliers we chalked this down to one of those things that every company goes through and didn’t think more if it. On my return flight, I again went to check in online and use the service but again online check-in and dine on demand was unavailable. Again thought nothing of it until I arrived at Sydney airport. Not only did I arrive to a closed check-in counter with no ground staff available. I was told (eventually by Sydney airport staff) that the flight time had been changed and clearly I had not been notified despite MAS having my mobile and email address. Attempts to contact MAS customer service were useless and I eventually had to purchase a 1 way ticket on the day with QR in order to get back home on time. I raised a complaint via MAS customer centre only to be kept on hold for long periods of time and I was repeatedly told that I may not have been informed of the flight change time due to what became the infamous “system upgrade” and the excessive wait times were due to my record not being found due to the “system upgrade”. I have made repeated attempts to contact MAS customer service and management team for over a year to no avail. The most I have received is a luke warm “we are looking into it message” from a customer service agent. I have nothing but utter disdain and shock at how MAS has behaved on this matter. Customer Service is Poor to say the least. The airline has gone from being one of the premium airlines to an utter shambles both in aircraft quality, service and reliability. For the money their premium tickets cost, there is far much better value for money from other airlines.