Malaysia Airlines

✅ 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.

✅ Trip Verified | Siem Reap to Kuala Lumpur, MH 765 17 Dec. Check in at REP by local agent was somewhat lengthy as the REP-KUL sector was electronically linked to a KUL-LHR leg for the following day, needing our bags for the overnight stay de-linking such that they would be available in KL proved a complicated process but was eventually achieved and all four bags were on the carousel when we arrived at KUL. The lounge in REP is used by multiple airlines and is a distinct improvement on the old lounge although poorly sign posted. Once inside it was virtually empty with ample seating and dining areas; it gave a feeling of exclusivity. There was a large selection of hot and cold dishes - not sampled in anticipation of a beef rendang for lunch onboard. A full bar service was available. Boarding was hassle free and the business cabin with the newer seating was half full. Warm welcome onboard, juice, newspaper and menu at seat. Early push back followed by anticipated rendang once airborne. Timely arrival into KUL, where Immigration was packed. Malaysia Airlines do not provide priority passes but there are dedicated First/Business lanes, the officer checks your boarding pass to authenticate use.

✅ Trip Verified | Bangkok to Kuala Lumpur. Was looking forward being on one of the first flights of their gorgeous new A350. The hardware was great, but what a disaster otherwise. Flight took off 1h 40 minutes late, no explanation or apology on the ground or on the plane, it was appalling. Food now even on international flight of 2hrs and above is a cardboard box kind of meal without an appetizer or desert. It’s basically like a low cost carrier. Staff not very friendly.

✅ Trip Verified | Both of my return flight were cancelled by Malaysia Airlines since they reduced their daily flight to Kathmandu to once a day. No apology, no offer to refund the ticket. This cut my short trip by over 16h and I had to endure a dreadful overnight flight on a plane with a 30" seatpitch. I have been flying MH for over 30 years and thought things couldn’t get any worse, but they did it! Old and outdated 737-800 with poor seat pitch and entertainment box under the seat in front. Robotic and not very friendly FLight attendants. The only good about flaying with MH were the hearty curries they served. Overall, not again.

✅ Trip Verified | Ho Chi Minh to Hong Kong via Kuala Lumpur on 17-18 December 2017. Everything went very smooth. The most annoying is that the airline has discontinued luggage cooperation with most airlines if booked on separate tickets. Thus, I had to struggle in HKG to take my luggage out and check it in again on another carrier. MH policy on no alcohol on stretches under 3 hours is patronising and humiliating. Lounges accessed in SGN and HKG were good. Flight SGN-KUL was good but on the older 737 aircraft. The only remaining MH-lounge in KUL (due to rebuilding of two of their lounges) closes at midnight and do not open until dawn. A third party “CIP lounge” is hired in to fill the gap but it is small and restricted. So had to sleep in a coach in the open terminal area until the real lounge opened at 5 a.m. KUL-HKG was on an A330 which was completely full but service was still top-notch. Special meals were delivered to perfection on all stretches. Additional meal tried out as some were in excess - these were also good. Lounge allowance generous. IFE good. Seat space very good. I was allocated seats next to my son without additional request and did not even have to mention it. A pleasant experience and the few hiccups must be tolerated as the price is very competitive.

✅ Trip Verified | Sydney to Manila via Kuala Lumpur. Airplane was old but okay. Food was okay, staff were terrible. I asked for milk for my baby and the flight attendant said “Sorry, we don’t have enough on the flight.” I couldn’t believe we were refused milk for our child aboard a supposedly full service aircraft.