Malaysia Airlines

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 876 reviews
6/10
No Skytrax Rating
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1/10

"this was a terrible experience"

(Australia)

Verified Review | Kuala Lumpur to Melbourne. This airline is probably the worst airline we have flown for few reasons. The plane itself was quite old. The crew members were rude and abrupt and could not care less about the passengers throughout the flight - an example is when we had sat in the wrong seats by pure accident, one of the flight attendants rudely exclaimed 'You are in her seat!'. She could have asked politely to check our boarding passes that we were in the correct seat or even said something like sorry but I think you may be in the wrong seats. We had no issues with changing the seats as it was an accident on our part but would have appreciated some politeness. After serving dinner and lights turned off for people to go to sleep, we did not see a single crew member for about 4-5 hours (this was an 8 hour flight). On other airlines on flights of this duration crew members walk down the aisles with glasses of water every hour or so which my family would have appreciated as we were quite thirsty. Toilets did not seem to be cleaned throughout the flight and were in a terrible state a couple of hours before landing. Headphones were taken off passengers 45 minutes before landing so in-flight entertainment could not be used which is an issue particularly when travelling with kids. I have never seen this occur with any other airline. Seats were small and uncomfortable. Overall, this was a terrible experience I would have been better off paying a little extra and travelling with a better airline. Never again!
AircraftA330
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteKuala Lumpur to Melbourne
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the luggage has not arrived"

(Sri Lanka)

Verified Review | Shanghai to Colombo via Kuala Lumpur, after arriving at the airport we were waiting for one and a half hours for our luggage. The airport staff was assuring us saying the luggage is still being unloaded. We were looking for Malaysian Air Line Staff and not a single staff was at the airport. After 1 and a half hours we spoke to the SriLankan Air lines luggage services and upon inquiring after 1 1/2 hours they are saying the luggage has not arrived. Over 50 passengers were waiting for their luggage and never one of them approached us to say the luggage has not arrived until we asked. According to them, the KL airport also has not given them any information regarding non loading of luggage. None of the staff was available and even when we complained to Malaysian staff the following day, he was not available at work and told us to call the Airport Luggage services and he was saying he cannot guarantee anything whether the luggage is even found or not. It was utter madness. And he failed to answer our phone when we called afterwards. And to top it all, we were promised that the luggage will be delivered to our home, yet on the second day, they call us and ask us to collect the luggage ourself as they have lost the photocopy of our Passport Copies.
AircraftA330-300 / Boeing 737-800
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteShanghai to Colombo via Kuala Lumpur
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
6/10

"plane looks old and worn out"

(Singapore)

Verified Review | Jakarta to Kuala Lumpur business class which I got by using the bid for upgrade. The plane looks old and worn out even though it was a new 737. The business class seats had little legroom and the biggest downside was the tray table which was basically placed on the side of the seat and when unfolded was very close to the body - I could not push it further even if I wanted to. The width of the seat seems OK, but I keep touching the other passenger's elbow which shows that the arm rests seem to be too narrow. The food was pretty OK though on this route they did not serve alcohol. There are limited recline on the seats and - just like the economy seat - the screen is attached to the back of the seat in front of me. Thus, when the other seat reclines, we have to adjust the screen accordingly. I thought the business seats were not that special, and maybe sticking in economy is not a bad idea.
AircraftBoeing 737
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteJakarta to Kuala Lumpur
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"Tired looking recliner seat"

(Malaysia)

Verified Review | Kota Kinabalu to Kuala Lumpur. My 2nd time engaging business class with them through Plusgrade Bidding. However my impression change after boarding them and went to my seat. Tired looking recliner seat. The plus side, the seat pitch and width are above standard. Service from crew member not impressive though. Although flying domestic, cabin crew service should be consistent. When come to food, the quality is very disappointing. I opt for the seafood pasta. It was too oily to consume or inedible. No wonder other national airlines and International airlines already catching up and overtaking Malaysia Airlines. I really hope the new Domestic Business Class seat will roll out soon.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Cabin FlownBusiness Class
RouteKota Kinabalu to Kuala Lumpur
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"impressed by service and attitude"

(Hong Kong)

Verified Review | Sydney to Hong Kong via Kuala Lumpur. Two sectors both flying the spacious A330 with the new business class. I chose the seat 4K, which is nicknamed the "Throne" seat. Very happy with their courteous service, on time departure, and delicious food. Porsche design toiletry bag handed out, slippers and noise cancelling headphone, all made for a great overnight flight experience. I was impressed by the service and attitude of the crew, very welcoming and proactive. Throughout the night the temperature of the cabin was just right, each seat had lush pillow and duvet, "Bed" cover as well to add extra comfort. One little complain would be the tight space one has to squeeze into the laid flat. Since it wasn't a full flight, I asked for extra pillow and blanket as padding to facilitate sleeping on the side, and that made for a more comfortable experience. Next sector was also on the same air craft at the same seat. Once again, wonderful breakfast service and comfortable seat. It was a great experience, and wish them well for making it back on the top amongst all the other quality airlines in the region.
AircraftA330-300
Type Of TravellerSolo Leisure
Cabin FlownBusiness Class
RouteSydney to Hong Kong via Kuala Lumpur
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"has improved a lot"

(Malaysia)

Verified Review | Jakarta to Kuala Lumpur. Malaysia Airlines has improved a lot. Still it is not 5 star but the whole experience on a short regional flight from Jakarta to Kuala Lumpur is satisfactory. Got problem on the outbound flight from Kuala Lumpur to Jakarta hence I have to cancelled the flight. Contact the call centre and was promptly answered by the friendly customer service. Entertainment, food, cabin condition and cabin crews are all of high standard service experience.
AircraftBoeing 737
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteJakarta to Kuala Lumpur
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"worst business class experience"

(India)

Verified Review | Kota Kinabalu to Mumbai via Kuala Lumpur. This is the worst business class experience with this airline. From KL to Kota kinabalu luggage was missed out. On return on 14th October the flight was delayed due to technical reason and I missed my flight to Mumbai. They gave me a via flight next day from Chennai in which they booked the Chennai to Mumbai flight at 3pm. Again luggage not available at Chennai despite asking the lady at KL to double check - ridiculous. Poor support at Chennai from the staff, no help.
AircraftBoeing 737-800
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteKota Kinabalu to Mumbai via Kuala Lumpur
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
6/10

"a long way for improvement"

(South Korea)

Verified Review | This was my first flight on Malaysia Airlines in a number of years flying from Kuala Lumpur to Incheon. They use their new business cabin on the A330 which includes a flat bed seat with seats on the left side of the cabin being single. Middle and right side seats are in pairs so you could be sitting with somebody else. There is no amenity pack on this service. A blanket and pillow are provided. This was a night service (23.30 departure) and possibly the worst I have ever had in a J class cabin. The flight was about 6hrs and 30mins. Just as you fall asleep during the takeoff, the lights are cranked on full for a forced refreshment service. Once that was over it took time to settle back down again and the constant seat belt on and off actions with associated announcements were very disturbing. Once I managed to sleep again, I was abruptly woken up some 2hrs 45mins before landing for a breakfast service with full lights in the cabin and crew calling for passengers who want to eat which almost nobody took. Then everyone sat bored and disturbed for the remainder of the flight. This is an airline which needs to get in touch with its premium product on board. The crew are nice enough and the food and beverage is not bad but the way the cabin is managed and service delivered has a long way for improvement. Business suites have independent seat lighting so for anyone who wants to eat, there is never a need on a night flight to illuminate the entire cabin. Being forced a breakfast 2.45 before landing is just not reasonable either. The airline should consider dine on demand service or at the most wake people up about an hour before landing. I found the whole flight irritating, managed about an hour of sleep and thus i probably wouldn't take this cabin on this airline again for the same flight.
AircraftA330
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteKuala Lumpur to Incheon
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"don't recommend this airline"

(Japan)

Verified Review | Flight attendant was very rude while serving water and only bought this after a second reminder. I am very disappointed with the quality of service especially inflight where it was delayed more than an hour to take off. I certainly don't recommend this airline to anyone with
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteTokyo to Kuala Lumpur
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"very friendly FAs"

(Philippines)

Verified Review | Flying Malaysia Airlines for the first time, I had certain apprehensions given the turbulent couple of years for the airline. However, the flight schedules suited my short business trip to KL so I thought I'd just bite the bullet and have myself booked on the airline. Check-in in both MNL and KUL were swift through the business class lanes (I'm a OneWorld ruby member) but the J queue in MNL was ironically slower as the agent had to check in quite a number of bags for the party ahead of me. Outbound in Y was surprisingly pleasant with a decent set of inflight entertainment options, a USB port to charge my phone and tasty food options for the 3.5 hour flight. Flight attendants were robotic and not the usual hospitality seen in Asian carriers. Seat comfort, however, left much to be desired as one would find one's nose touching the screen if the passenger in front decides to recline. Fortunately, I had an empty middle seat in the 3-3 configured 737, the provided headsets were flimsy and I just used my own headphones. Inbound in J was an even more enhanced experience with very friendly FAs who addressed me by name and consistently checking on my needs. The sincerity was apparent as she knew my name even as we bumped into each other in the galley on my way to the lavatory. Seat was a standard recliner with a footrest which was pretty dated but they did provide noise cancelling headsets which are of passable quality.
AircraftBoeing 737
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteManila to Kuala Lumpur
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes