Malaysia Airlines

✅ Trip Verified | Hong Hong to Ho Chi Minh via Kuala Lumpur on 4-5 January 2018. Checked in 10 hours early in HKG and was granted lounge access (elite flier). First flight on time, 2nd flight delayed almost 1 hour. Both boarding cards issued instantly. Lounge in KUL also good though only the Golden Lounge in main terminal was open and only from 05 o’clock morning. Slept in the open terminal. Onboard seating next to my son was automatically granted. Special meals accommodated. IFE does not work well but was OK. FA's were professional. Good information from captain. Luggage (3 pieces) arrived smoothly. No alcohol on the short sector. A big minus is that they stopped serving people already 1 full hour prior to landing – this is a mean cost cutting measure, and it came cowardly without any prior notice.

✅ Trip Verified | Singapore to Manila via Kuala Lumpur. My second time flying with Malaysia Airlines. Check-in counters at Changi Airport supposed to be opened 3 hours before the departure time, but were opened 2 hours before the departure time. We had to queue and we waited for almost an hour before the counters opened. I was disappointed with the ground crew - however, the cabin crew is friendly. Food is not good as it looks, like the one being served by the budget airlines. They should update their IFE as there very few selection of new movies.

✅ Trip Verified | Shanghai to London via Kuala Lumpur in business class. PVG to KUL on A330. Cabin was spacious and complete clean. Cabin crew was friendly, attentive and professional. Food was tasteful. The only complaint is that seat is a bit narrow and I could not find good sleep position. I was seated 7K. Maybe I have to choose 7A for my next trip. Anyway it was a very pleasant flight. From KUL to LHR on A380. Cabin was spacious but terribly messy. My seat was full of bread crumbs and dust. It was a flight starting from Malaysia Airlines hub. I could not understand how cabin had been cleaned. Cabin crew was efficient but not so attentive, because of midnight flight? Seat was quite comfortable. But seat topper and quilt were not comfortable at all. One more complaint I was their food. I pre-ordered seafood meal. But all meals I got on both flights, including breakfast before arriving at LHR were the same, the same fish! Incredible! Two flights on the same airline on the same day gave me two totally different impression. I have flown Malaysia Airlines several times in C class. I would expect that KUL to LHR flight was an exception.

✅ Trip Verified | Jakarta to Kuala Lumpur. I found that Malaysia Airlines have somewhat improved their services compared to last year. Boarding was much more efficient than in the past. The aircraft was still dirty but the toilets were clean. The food was excellent, served still hot and with very good quality. Unfortunately very limited choice of juices were served. FAs were unfriendly, did not have smiles on their face. Arrived on time and baggage claim was fast enough.

✅ Trip Verified | Jakarta to Hong Kong via Kuala Lumpur. Everything smoothly until we arrived at Hong Kong, our baggage have one left behind in Kuala Lumpur from 3 baggage and the ground handling will be delivery tomorrow at our hotel in Macao, but since we are only one day in Macao, we finally ask for baggage to be delivered to our hotel in Hong Kong. When we go back to Jakarta from Hong Kong there are technical problems, we have to wait on the plane for 2 hours, because we connecting flight to Jakarta, we should have a transit time approximately 3 hours, due to delay, we have to run to move terminal. In Jakarta our 3 baggage left in Kuala Lumpur and will be dispatched the next day. Advice to Malaysia Airlines, keep the luggage of passengers do not get left behind, Because We have to buy new clothes and this is very harmful.

✅ Trip Verified | Kuala Lumpur to Surabaya. The take off and landing process was good. Everything was smooth and relax. but the breakfast they were serve was so so - nasi lemak was my choice and just plain taste. The other service in flight is Okay. The entertainment in every seat with choices of good movie, they really have new movies on board. The economy seat was good.

✅ Trip Verified | Auckland to Kuala Lumpur. I had a comfortable flight and I would like to especially thank the crew. Thank you. Food was good. The business class seats were a bit narrow and the sleep bed was not that comfortable, but overall it was okay.

✅ Trip Verified | It was a short 45 mins flight from Kuala Lumpur to Medan, Indonesia. Pretty good value for its business class. Checked in was polite and effective and so was boarding. Food could have been better. Cabin pretty dirty with many shoes print in the cabin wall. Flight attendants were nice and on point Would love to try their A350 business in the future.

✅ Trip Verified | London to Sandakan via Kuala Lumpur. I am truly sorry we booked flights with Malaysia Airlines. Please read to make sure you do not make the same mistakes we did. We booked flights for our annual travels and had a very stressful experience, mainly due to the lack of customer service. Our aircraft was delayed from London Heathrow by 4 hours and 15 minutes. We then missed our connecting flight from Kuala Lumpur to Sandakan. We arrived in Sandakan a total of 9 hours late. Our luggage was lost en route and not returned for 48 hours. Customer services were rude and unwilling to help track the luggage. In their own words it was not their responsibility to help and there was no telephone number for the department who could help. On top of our booking for international flights between UK and Borneo, we added a domestic flight from Sandakan to Kota Kinabalu which cost £40 for two people. Because of the lost luggage and disrupted flights our tours were disrupted and we had to re plan our trip. We needed to rebook the domestic flight but were advised it would cost us £700 (to reschedule a £40 flight). We requested to miss the flight so we could just book flights with another airline but were still told we needed to pay £700. If not they would cancel our flights back to UK automatically. This was a part of the terms and conditions we signed up to apparently. No one from customer service was willing to have a rational discussion about it. To avoid the £700 charge, we actually took the internal flight and then booked flights back to origin (Sandakan) to continue our rescheduled trip. It felt like Malaysian Airlines had actually lost the plot. We spent a day flying when they could have just cancelled the flights and let us fly with another carrier. We never requested a refund so our seats would have just gone empty or been used by other customers at no additional cost to them. The above is a lesson not to block book flights with Malaysia Airlines. If you need to make any minor changes (even if their fault), they will ruthlessly exploit you for cash and leave you in a state of high stress if you allow it to happen. Please make sure you book domestic flights separately which will give you flexibility in case your flights are disrupted. The USB charger in seats our row were all broken, so we couldn't charge our phones for when we arrived in Borneo and needed to call hotel for transfers. The in flight entertainment screen was broken so nothing to watch while stuck on the airrcraft for 18 hours. When asked if I could move seat to one with working screen and USB, I was told no. Legroom was small compared to Thai Airways so the flight was uncomfortable (fair enough, they were Economy tickets meaning I had apparently waivered my human rights anyway). The return flight was 4 hours late. The aircrew were all very nice people and did their best to help passengers. That was appreciated and this review is not to do with them. They are not to blame. Delays and disruption are an everyday part of travelling and I understand that. Having zero customer service and leaving customers stranded without support is not. I won't overestimate Malaysia Airlines again.

✅ Trip Verified | Kuala Lumpur to London Heathrow. Early morning check in experience similar to that for REP previously reviewed, it would be so much more pleasing with a raceway system. Priority immigration a misnomer with one manned desk to serve premium passengers for all airlines, not Malaysia Airlines fault but general immigration for non-Malaysians and security would be far less stressful with raceways. As has been previously reported the Golden Wing in the satellite terminal is being modernised; the CIP alternative does not do MH service - limited seating, paper tubs in lieu of plates, plastic cutlery and no toilet facilities other than the disgusting offering on the concourse below. Entry to the departure lounge includes second security check, documentation check followed by direction to the upper lounge. Welcome onboard and directed to the 18 seat forward J cabin which is quite intimate, amenities, headset, menu, mattress, pillow and duvet at each seat - which is far superior to that in the A330s. Welcome soft drink followed by selection of main course for the brunch. My wife had the last Nasi Lemak and the flight attendant appeared genuinely remorseful that I had to take my second option - Spanish omelette. To make amends she returned within five minutes to take my lunch selection - nice touch. Push back about 45 minutes late but my guess is that is technical so that the arrival slot at LHR is on time and avoids fuel wastage holding over Kent. Post brunch there was a selection of both hot and cold snacks on request, as were alcoholic drinks. About four hours before landing the signature satay dish was served followed by the drinks trolley then somewhat bemusingly tables were cleared until about two hours before landing when the second meal was served by the tray rather than by courses. On long daytime flights I try to avoid sleeping in the hope of a decent nights sleep after arrival and am content with a book, the flight map/info (the MH A380 system being one of the best I’ve seen) and watching the passing geography. Something I appreciate about Malaysia Airlines is that I’ve never had my blinds lowered against my wishes. By pure coincidence we used the same hotel at LHR as the crew, we met several of the cabin crew on the night of arrival and the following morning and were recognised and pleasantries exchanged.