Malaysia Airlines

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.

The flight from Heathrow to Kuala Lumpur was a new flight MH4. It was hard to call for the steward/stewardess as the button was too far. I’m in an economy and the seat worked as well as the entertainment. The meal was delicious but the portion had become smaller compared to what I received last year on my flight from Kuala Lumpur to Heathrow. The landing and take off was quite harsh and shocking. The temperature, messages from the captain and luggage were fine. However, the BIG ISSUE is the service from the flight attendant. They acted snob and bias. They were harsh with the Malaysian and extremely noisy when it came to delivering foods. WE WERE NOT IN NIGHT MARKET! I’m a Malaysian myself and I repeated to take Malaysia Airlines because I received the best service from the flight attendant before. The steward and stewardess treated the foreigner nicely but served the local Malaysian with words like NAK APA! (What do you want!) instead of YA, NAK APA CIK (Yes, can I help you, miss). I saw them gave the pencil box souvenir to the English kids but not to the Malaysian kids. Whats wrong with you guys! The Malaysian kids even asked their mom nicely why didn’t they get the pencil box? The mom smiled. If I remember the stewardess and steward names, I will definitely mention them here and report to Malaysia Airlines myself. I will btw. This will be my last time with MAS and the snobbish flight attendant irritated me and my family. They even made noise and chatted about who slept and what not. They even mentioned that the English kids slept cutely in flight and they were awed. What the hell???? We want tranquillity and calm journey. Not your chatty business!

Totally unacceptable business class service charged $200 for a change of the date of travel – bookings were made less than 1 hour ago and mistake was due to Malyasian airlines website design. customer service is non-existent in Australia; malaysian assistants treat you as a nuisance,includin putting on hold for the extended period of time business class – really? Money grabbers of a huge proportion and terrible experience wont fly with this service any more

Part 1

Not very happy with your service and how your customer service time is being run. You cancel the Kuala Lumpur to Darwin was cancelled that leg on the 20th of June 2017 and I called and confirm a new route from Kuala Lumpur to Singapore to Darwin on the 21st of June 2017, took ages to get that flight but I double check Today and you cancelled the Singapore to Darwin leg without any notice and no phone call or email, lucky I checked because I would be stuck in Singapore. Then speaking with the customer service person Today, he has zero percent experience in helping me out totally said all flights are cancelled including the out going ones but I check, the customer service person is only guessing and did not assure us with what going on. After spending almost 2 hours on the phone finally got a flight from Kuala Lumpur to Perth to Darwin, its a great way to lose future customers and we get treated like a number at the end, you don’t care for us, just care about making money from us.

Flew SYD – KL and then back again at week end. After reading other reviews I was pleasantly surprised by the overall quality of the flights. The planes were clean, staff were attentive and the overall experience was very good.