✅ Verified Review
| Kuala Lumpur to London. This flight was scheduled to leave KL at 23.30hrs 19th March. Flight then delayed due to 'technical issues'(not specified). No information was given about delay until flight due to board. Not informed at that stage that flight would be delayed for 12 hours. At approx 01.00 informed that flight rescheduled to 11.30am the next day; crew observed leaving gate. 1st and Business class passengers then requested go to desk to be transferred to hotels. Economy class passengers told to wait in very cold and uncomfortable lounge (thin blankets and food vouchers had been provided; only one food outlet-Burger King -apparently open by this stage, not everyone could get food.) No further announcements regarding hotel transfer. At approx 2.30am, economy class passengers began moving out departure lounge (no announcement to this effect) as word got round that lounge being closed. Large numbers of passengers then made their way through airport with minimal assistance from Malaysia airlines staff (i.e. one person shouting 'London flight' and pointing us toward immigration desks, followed by another person after immigration directing us to limousine desk). Very slow progress through immigration as very few desks open and no apparent effort made to open more despite efforts of one official to speed proceedings up. Chaos at 'limousine' desk-one individual working extremely hard however to get large numbers of people on buses and to hotels. Finally boarded minibus at approx 04.00am for 40 minutes drive to a very nice hotel on outskirts of KL. Got to room by 05.00am, had to be back in hotel reception by 09.00am for bus back to airport Overall very poor treatment of economy class of this A380. Once on the plane however, the flight itself was good - the cabin crew worked very hard to provide good levels of service (despite large numbers of justifiably tired and emotional passengers), the food was mostly good, and there was a comfortable seat and lots of leg room which is the main reason I have chosen this airline for London/KL/Sydney flights over the past 8 years. However this represented an extreme deterioration in the level of service expected from them - I have had better levels of service and communication from budget airlines. I was also unfortunate enough to experience a shorter delay, also for 'technical reasons' on the outbound flight from London 2 weeks previously, but that was managed well despite missing my connection to Sydney. After this experience, unlikely I will fly with them again, which is a shame as they have always provided value for money and a comfortable flight experience.