Malaysia Airlines Customer Reviews and Malaysia Airlines Passenger Trip Reports

MNL-KUL-Penang-KUL-MNL on 737-800. Internet check-in and baggage drop went smoothly. The transfers at KUL went well, except for terrible flight delay at Penang which made me almost miss my connecting flight to MNL. Staff friendly, except for one female crew member. Food is okay but not exceptional. Serving instant coffee on-board is a disappointment though. In-flight entertainment is good.

MNL-KUL last week; On time departure, new Boeing 737-800 aircraft with VOD in every seats. However, service is very poor. Smiled and greeted one of the FA's upon entry, received a sideways look and a frown in return. During the flight, another FA came by offering drinks (juice or water) saw one passenger asking for a mango juice which was unavailable, the FA shook his head and said 'Apple or Orange' preceded by an audible sigh. Overall, only 2 of the 5 FA's showed courtesy and friendliness. MAS touted themselves as 'MH stands for Malaysian Hospitality' which was clearly not seen during my flight.

KUL-BKK, MH784. Check in pretty slow, very crowded at the counters, staff not very friendly, 737-800 aircraft clean but looked old. Food was very good and the flight departed and arrived as per schedule.

SYD-KUL-CGK in Business. Ageing aircraft and out dated interior. However, significant improvement in service, great inflight entertainment, delicious meals especially the satay. Axed on its A380 to Sydney route is a big drawback to MAS, disappointed loyal passenger like me.

Flew one-way economy Phuket to KL then KL to Seoul. Online booking, payment and seat selection was fairly easy. Departed and arrived on time. Seats fairly comfortable for economy, in-flight entertainment adequate to good. Breakfast omelette could have tasted better. Served instant coffee instead of real coffee for breakfast, which was a bit of a disappointment. However, flight attendants were competent, attentive and friendly, overall a satisfactory experience. I would use them again.

KUL-SYD in First class on B747-400. Separate check-in area for first class passengers at KLIA. Fast-track through immigration. First class lounge comfortable. Greeted by name upon boarding and escorted to my seat. Aircraft getting old but still clean and well-maintained. Cabin crew were very friendly and helpful. On- board catering excellent. Seat becomes a fully-flat bed, which was very comfortable and gave me almost 5 hours of solid sleep on a 7.5 hour flight. Flight was on time. Fast-through immigration and customs on arrival. Luggage was first off the plane. An excellent first class product, which could only be improved with newer aircraft or updating the aircraft interiors.

LHR-KUL-PER-KUL-LHR on A380 and A330. Outbound was disappointed that my preferred main course on the A380 was not available. We were near the front of the cabin and they started taking orders from the back and had run out. They offered me first choice of breakfast dishes next morning, but it cabin crew suggested running out of options is a regular occurrence. On PER-KUL leg, a number of seats had no power so seats were locked in the take off position for the duration of the 5.5 hour flight and there AVOD system didn't work. All seats were taken so we couldn't move to one that had power. Overall, cabin crew very friendly, food and drink not as good as I expected, and power failure was a disappointment. All flights on time though and bags showed up quickly. In summary, disappointing compared to previous MH experiences.

KUL-LHR-KUL, First class on A380. Check-in smooth and quick at both airports. Check-in agent at KUL was friendly and able to check luggage through to final destination on BA. First class lounge in KUL was nice with a good selection of food and beverages. Priority boarding honoured and personally escorted to our seats. Always addressed by name throughout the whole flight on both sectors. Seat itself is wide and comfortable in the sitting position. There is plenty of storage space with a personal closet. Bvlgari amenity kit provided along with pyjamas and slippers. Quality of meals on both flights was excellent and plentiful. Dom Perignon served and constantly re-filled without having to ask. IFE was AVOD with a reasonably good selection of latest releases and viewed on a huge screen. Seat converts into a fully flat bed, which was very comfortable for sleeping. Both flights were on time. Fast track through immigration provided. Priority luggage delivery honoured. Cabin crew were friendly, attentive and accommodating. Overall, this is an excellent first class product that offers great value for money. Highly recommended and I would not hesitate to fly with them again.

A disappointing first experience with MH Business. Flew KUL - MEL MH129, A330-300. No menu handed out, instead a crew member recited several options for the brunch, no options were provided for the second food offering. No pre-departure sparking wine/champagne, only one offering of wine with the first meal (brunch). Any wine after that required asking-for. No spirits/cocktails. Once the meal was over, crew were seldom seen. Food not up to the standards set in Business by other carriers. Plenty of leg room / cabin space, but very hard seats.

MH715, KUL-DPS, A330-300. Aircraft was very new. Cabin crew did not greet passengers and ended up having to seat myself. Welcome drink offered shortly after all passengers were seated. Video screens were hard to see as they could not adjust to suit certain angles and were fixed in a position requiring one to tilt the head downwards making it very uncomfortable. Entertainment very limited and a little hard to navigate. Food was hard to fault!

CGK-KUL on new B737-800 with Sky interior. Decided to fly MH as they are offering a special deal much lower than the budget airlines flying the same route and you get full service with meals. I consider service on this leg is just ok, meals served tiny in portion and the steamed rice is inedible as it's is overcooked and hard. They do have IFE on this flight but no headphones were distributed. FA's worked very efficiently on this 2 hours flight, although I think they could do more rounds of drinks, duty free sales (available but not being offered) and the announcements are now recorded.

CGK-KUL-AMS-KUL-CGK. Plane for both CGK and KUL connections was a Boeing 738, while both KUL and AMS connections was a Boeing 772 ER, which should have been out-phased by now. CGK-KUL was fine, airport service so-so in terms of length. Seats are fine for above-average heights. Drinks served minutes after takeoff, food afterwards, and was delicious. Above the usual standard I normally face with MH. That is until I had to fly 13 hours on a very old plane, still bearing their old livery. KUL-AMS was a nightmare, not only given tight seats in width, but IFE was not varied enough. Plane is not retrofitted with improved Boeing equipment, and inside has dusty sections on the seats and floors that needed to be cleaned. Food was excellent as always, with the staff extremely kind. Seat ergonomics in sleep are poor, particularly the headrest. As much as I enjoy their hospitality, I dislike the fact that MH still keeps old planes. Returning AMS-KUL. Airport service works the same as in CGK. For the flight, it is exactly the same to that of the previous long-haul flight, although it did not bear the same plane number that was given. Interesting note is that their IFE was not updated for the new month when I was departing. Service for KUL-CGK is also identical to that of the previous short-haul flight. Overall the poor service given for their long-haul flight with their 772 ER is too big for their 738 service to make me satisfied of MH. They are still old to me. And they need to stop serving a lot of Nasi Lemak in all of their flights.

KUL-BNE-KUL. Sep-Oct'12. Checked in at KL Sentral, convenient, but had a downside - higher risks of luggage not arriving at the same time. And it did happen! Got them delivered to the hotel the next afternoon. Had to rearrange all the meetings! The flight itself rather smooth, departed and arrived on time. Standard economy seat with on-demand IFE, and plenty of food served. Friendly crew. Return flight departed and arrived on- time. Not as packed as the first flight, so had a long good sleep on the 4-seat flat bed (row 36). Again plenty of food and drinks, friendly crew also. Arrived KUL around 6am, immigration and custom quite a breeze.

Four travelled from Kuala Lumpur to Istanbul departing 8 Oct 12, returning 17 Oct 12. Paid for seat selection at MYR50 a seat (regular not premium seat) as we wanted to be together and comfortable on a 10 hour journey. Premium seat would have cost more but with added legroom. Service was pleasant enough. Food plenty and tasty. The timing was great going out at 12 am, reaching Istanbul at 6.30am. Returning was also good at 3pm. Flight was on time and without incidents. My only suggestion is for MAS to allow for additional baggage weight purchase like the low cost airlines. We were over 12 kg in excess returning but the check in staff was kind enough to let it through at no extra charge.

Economy from SYD to LHR via KL on 9th September - 777-200. First leg OK although the entertainment system didn't work - only old TV programs available. Flight had to taxi back to terminal and eventually we disembarked. Very bad communication with passengers as to what was happening. After 16 hours delay and eventually onto another flight to London, this time uneventful - 747-200. Returned home on 8th October - 747-200 from LHR to KL had no entertainment again and lights not working so 12 hours enforced sleep. KL to SYD OK. Food very poor. I won't be choosing them again if I can help it.

KUL-CGK-KUL. MAS offered a great fare compared to the LCC plying the route despite not having to book the flight many months before. They are deploying the new 737-800 planes on this route now and thus one is now offered IFE on every seat. Cost cutting measures still visible as they have dispensed with the snack box concept, however cabin crew were polite and efficient. As highlighted in my previous comments, the upkeep of the aircraft needs to be improved and the ceiling is quite grubby and dust is clearly visible especially around the air-conditioning ducts.

KUL to BNE. The condition of my seat and this A330 aircraft was substantially deficient. The front edge of seat 36G had collapsed at the right hand side requiring me to sit twisted and at an angle for the entire flight, and the light and entertainment controls were not functioning - reading was virtually impossible as the window shades were shut. Neither the channel or volume could be altered on the audio. Ancient entertainment system on the entire aircraft was non-functional and impossible to watch with a skipping picture of very poor quality. Food very poor and the service haphazard, offered minimal water or drinks for the flight. I politely asked twice for a drink and cup of coffee during meal services - I was given the impression I had created an issue by asking. When I pointed out to an FA the condition of my seat and entertainment controls I was met with a shrug and ignored. I raised the issue with a second FA who alerted the cabin manager. He visited my seat about an hour later and handed over a voucher for 100MR as compensation with an apology.

KUL-BNE business class on A330-330. We travel regularly on Malaysia and always enjoyed the experience. We have not flown before in such an elderly aircraft. This is not the aircraft normally used on this leg. Seats are worn with mechanical adjustment only for limited recline and footrest. No IFE save for a video deck handed out. Staff seemed rattled and one suspected they did not know the whereabouts of items. One hostess advised they were surprised to find themselves on this plane. Food and service seemed disjointed. No hot beverages offered until 10 minutes before the descent into Brisbane. It seems incongruous that Malaysia has any of these aircraft in their fleet. They undermine a well deserved reputation for a quality airline. Had we been travelling through the night as would the passengers embarking at BNE we would have lodged a formal complaint.

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