✅ Trip Verified
| I was due to travel an 8hr flight with my wife and 20 month old daughter from Melbourne to Kuala Lumpur at 3.15pm then have a few hours layover in KL followed by a 3hr flight to Colombo. We were informed that this flight was cancelled and rescheduled at the airport and asked to line up as normal at the check in counter (which took 1hr) just to be told to come back at 9am the next day for the rescheduled flight. There were no staff to inform us of the reasons why the flight was rescheduled to anxious passengers lining up. We were told to call the Malaysia Airlines number to find out the flight info (they were not going to contact us). I called the number and was informed that not only was it going to be a 9am flight (which we particularly didn't want due to having a 20 month old up all day on a plane) but we would also now have a 9hr layover in KL (compared to the original 3hr layover). They stated that they would provide accommodation and meals for the layover and we would be met by an attendant when we arrived in Malaysia. Further, they did not send the new flight details until I called up and requested them. So we got to the airport the next day at 9am and checked in. But due to a "comment" on the online system they couldn't print out my wife's connection boarding pass so we would have to get that from KL. Then the flight was not only delayed by 2hrs but we also had to be bussed to the aircraft which was in a disgusting condition. Dirty floor, toilets etc. It was obviously thrown together at last minute. The explanation for the delay was that the catering was late (ironically the food was also the worst I have ever had on an airline). We also had to fight to get the baby meals we requested for our daughter. When we arrived in KL, no one was there to met us and they had not orgainsed the accommodation, which had to be organised by staff at the transfer desk who didn't seem to know what was going on. Then the group (others who were in our position) that had to be accomdated was not escorted to the hotel but just given directions. They had also forgotten to include a meals allowance which I had to get the hotel to follow up on. Additionally, the boarding procedures were unbelievably disordered, passengers were not called up by seat area and instead allowed to pile onto the plane creating chaos within the aircraft. On board the plane we found that most of the attendants seemed annoyed when passengers asked them for assistance and some were overtly rude. In sum, minimal explanations, no financial reimbursement, no benefits, poor service, communication and organisation. This was an awful experience and I won't be flying with them again. I understand that sometimes flights have to be rescheduled but the lack of professionalism in its management was unbelievable!