from Germany - February 23, 2020
Flew Economy Class
// DO NOT BOOK MALINDO, USE AIR ASIA OR OTHER ALTERNATIVES //
This is – by far – the worst airline I have ever seen. Their baggage policy is ridiculous. Be aware that during their online-check-in, there is no option to add additional checkin luggage. Once you have checked-in then, they will only allow you to add luggage at a price that is completely ludicrous (around 14 AUD per Kilo, which is ~7/8 EUR), no single information/warning sign or whatsoever is given that this will be the case. Talking to the poorly trained customer service hotline, there is no way to reverse your check-in or add luggage (even if it’s couple days before departure), so you’re forced to pay their ridiculous luggage pricing. This is a complete scam and the opposite of customer friendliness.
Can only recommend to avoid this airline and book a more transparent alternative like Air Asia, when traveling in Asia. If nevertheless you are traveling with Malindo make sure that you add luggage at the time you are booking the tickets (via trip.com this was NOT possible), otherwise I can only urge to avoid.
from Australia - December 24, 2019
Flew Economy Class
My 14 year old son, an unaccompanied minor, was flying from Perth to Kochi. We’d asked for this to be noted. Upon check-in at Perth we were assured that this would be taken care of on all legs of the flight, Perth to KL and KL to Kochi. On arrival at Kochi, at 2340 hours in the night, he was left unattended. There was nobody on the aircraft to provide any information to him. Having gotten tired of waiting he left the aircraft and found his way to the carousel, claimed his baggage, passed through immigration, customs and exited the airport to be received by the person waiting for him. This entire process was a strain for him, this being the first time he’s travelling alone. The airline has failed in its duty of care for a minor. The stress caused on the young person travelling is a completely different story.
Customer service stand was that unless you email customer care about your issues, we cannot resolve or do anything about this.
Please do not fly this airline at all. Non existent services and unhelpful and unprofessional staff.
from India - April 11, 2019
Flew Economy Class
I am a travel agent and I had booked my clients flight through Malindo. Apparently they have started this new rule as to no luggage and meal in economy class, which was fine. but their own manage booking site was showing that in return journey meals and baggage is inluded despite their technical glitch, which they accepted and yet this was their response “we cant help it”. Also after mailing them 3-4 times and calling them ennumber of time for 3 consecutive days. still no revert or acceptance from their end. and finally our departure date coming nearer my client had to buy luggage and meals. and as it was showing on their manage booking page through the whole trip our client blamed us that we are charging extra from them.
So, To Travel Agents please donot book this airline they are not at all supportive infact you will regret.
To clients if something like this happen, trust me we are there to help you, We can understand the hassle you are going through.
and the funny part Malindo airlines is an International airline (HAHAHAHA)
from Australia - January 22, 2019
Flew Economy Class
I have not completed my trip yet and Malindo air managed to disappoint me. In fact, I wonder if this is a real air carrier or internet scam? On my email query i got reply from someone who signed as SUGASHNIE, Executive, (!!) advicing me to “Kindly contact our call centre to assist with your queries. Australia, +61 280 730 133” . When I did I get the recorded message offering to call me back… Day later, still no callback… It does not sound legit at all, even for a ‘budget carrier’!! Has anyone actually managed to get things done with Malindo Customer Service Australia? In any communication channel or format?? Never again getting my business Malindo!
from Singapore - November 7, 2018
Flew Economy Class
Malindo air – The worst airline ever 1. Flight got rescheduled to following day We booked a straight flight to kota kinabalu for 3 November 2018. However, to our dismay, the flight was cancelled and our flight got rescheduled to 4 November 2018, just 2 weeks prior to departure. We tried calling the agent and airline several times and our flight was rescheduled on 3 November 2018. The whole process of the rescheduling took all the remaining 2 weeks and the customer service took very long to reply to our email. We had to take the initiative to follow-up on the issue. This is unacceptable and they only confirmed our flight 3 days before our flight. The airline also refused to make any kind of refund. 2. One passenger ticket got void when we check-in When we checked in on the day of our flight, we were informed that one of our friend’s flight was voided due to system error. As a result of it, that friend of mine had to purchase another ticket to kota kinabalu. Malindo airline told us that it was the agent’s issue and when we called the agent, the agent told us that it was malindo airline who cancelled our flight. Ultimately, we, the consumers are the ones who are suffering the consequences from all the errors. 3. Denied assess to board on 2nd flight As it was a transit flight, we received 2 boarding pass upon check-in. 1. SIN – KUL: 12.20pm – 1.25pm 2. KUL – KK: 2.30pm – 5.10pm At the check in counter, we were informed that the flight has been delayed to 1.15pm and we asked the customer service officer if we will be able to catch the transit flight as the time frame was only about an hour. The customer service officer told us that we should be able to catch the flight as the KUL – KK flight got delayed too. if we were to miss our transit flight, we will be able to board the next flight available to Kota Kinabalu to Kuala Lumpur Airport. Our new flight timings were as follow: 1. SIN – KUL: 1.15pm – 2.20pm 2. KUL – KK: 3.15pm – 6.25pm We arrived at Kuala Lumpur Airport at about 2.30pm and we were 30 minutes away from our next flight. We rushed to the transfer gate and the gate to our next flight was not opened. We made it in time. However, to our utter disappointment, we were denied access to the flight as the staff told us that our flight has been rescheduled to a later flight timing (6.45pm). 4. We were not informed on the change to a later flight We spoke to the duty manager and we were told that they rescheduled our flight to a later timing as the transfer of the luggage takes 40 minutes and our sin-kul was delayed. Hence, they shifted our flight to a later flight without informing us. We only found out when our boarding pass was rejected just before boarding the plane. The point being, we booked 6 tickets with free check-in luggage but we had only 2 check-in luggage. When we first checked in in Singapore they should have given us a choice whether we want to check in our luggage as it may delay our transit flight. We asked if we will be able to make it for our transit flight and we were reassured that it was possible to catch the flight. Clearly, it was not. Furthermore, we were asked to wait another 2 hours before we were issued the new boarding pass for an even later 6.45pm flight. Our new seats were not even guaranteed 1 hour before this flight. Another 2 groups on the same flights as we were faced similar issues: unresponsive customer care service, last minute flight changes, uninformed changes to flight etc. 5. Malindo airline is the first airline that is able to screw up 4 times for a flight from Singapore to Malaysia, we reached Singapore airport at 10.30am and arrived KK’s airport at 10.30pm Malindo airline has disappointed us again and again. Because of the mistakes, we wasted our time and spent our whole day traveling from Singapore to Malaysia! This is definitely unacceptable. We are utterly disappointed by the service given and this whole issue is ridiculous. We strongly advised everyone not to take malindo airline.