✅ Trip Verified
| Pros: 1) Frequent, direct flights for the LHR-KUL route 2) Competitive prices for their Economy Promo seats compared to the Economy Smart/Premium and other airlines with a 30 kg check-in baggage (multiple bags) allowance included. These however come with limitations (see below). Cons: 1) Travellers booked on Economy Promo seats, on top of having limited choices for their times/dates for flying and having to book a non-changeable/refundable trip early, will not be allowed the option to select their preferred seat 24-48 hours during the online check-in process as seat allocations are automatic and controlled by the airport airline counters (particularly for the KUL-LHR leg). This means that frequent, solo travellers with seat preferences or travellers in groups/families are inconvenienced by having to request for a change of seat at the airport counter during the 2 hour window prior to boarding on the day of their flight, or will have to pay more to select their seat of choice during the booking process (which reduces the difference from the discount of booking a Economy Promo seat in the first place). This contrasts to what other airlines are offering, I found the majority of other airlines still provide a complimentary seat selection upon checking in 24 hours prior (with 23-30 kg baggage allowance). 2) The cost of the MHUpgrade to Business Class after booking an Economy seat amounts to more than purchasing a Business Smart seat early on in the first place. I was offered an MHUpgrade for both legs of my most recent flight in May 2018, but found that the minimum amount required to start a bid was a hundred pounds more than the original price to book a Business Smart seat, excluding the price of the original cost of the ticket paid. This marketing strategy made no sense to me. 3) Frequent flyers are not allowed to utilise their miles/points to pay for seat selections or upgrades on top of paying cash for seat tickets. This further limits the usefulness of accrued loyalty points with this particular airline, which requires a significant amount of points for free flight ticket redemption (based on a normal price ticket and not applicable for Promo fares). 4) The recent change from the Airbus A380 (with the possibility of selecting an Economy seat on the quieter upper deck section with a comfortable 2-4-2 configuration) to the new Airbus A350-900 with a 3-3-3 configuration with smaller seats/legroom as well as cramped and reduced number of toilets located at the far end of each section of the economy aisles (long way to walk from the kids bassinet seats up front). 5) Fly-from-Heathrow only, which means those who are based further up north of England may need to allocate 3-4 hours prior for travelling down to Heathrow. This may negate the time saved when using a direct flight vs. using other alternative airlines with connecting flights. Overall, Despite using Malaysia Airlines exclusively over the last 10 years for this particular route; its increasing disadvantages and discouraging airline loyalty programme provides serious reconsideration in continuing the use of this airline. My recent encounters with the customer service team based in Malaysia over technical difficulties/issues during my online check-in process last September 2017 and their lack of interest/feedback following their own teams' advice over the counter to submit an online complaint has also allowed me to think twice now before booking with this airline in the future.