Malaysia Airlines

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1419 reviews
5/10
4 star Skytrax Rating
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7/10

"cabin service was not all that special"

(Indonesia)

Verified Review | Jakarta-Bangkok via Kuala Lumpur return, so we had 4 legs of flight all with 737 planes. The plane was all old, and the interior showed its age though. One particular thing: Meal is not served in a big disposable tray as other airlines, but in a smaller box, which means less food is served. My biggest disappointment was that, in the last 3 legs, food choice offered was all the same - rice with fish and chicken with noodle. Since I don't eat fish, I would always choose the latter, and the taste, serving and even looks are all even exactly the same every time in all those legs! Fortunately for me, the IFE worked fine, and overall the cabin service was not all that special, seat was OK but not bad though, so I didn't have anything to complain other than the food. I hear that Malaysia Airlines has declined considerably since the two tragic incidents in 2014, and as a result they had their budget cut. However, considering that they were once a five star airline, I didn't expect their service to drop drastically as such (no meal tray provided!). The good news is, they announce sales promo frequently, and now they are cheaper than before. So if you don't demand much of an airline service and you're in a budget, in Southeast Asia, MH is a flight you might consider.
AircraftBoeing 737
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteJakarta to Bangkok 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

"they dealt with it professionally"

(Vietnam)

Verified Review | Flew Ho Chi Minh - Kuala Lumpur - Phnom Penh on 7 November 2017. Regional Flights on B737-800 throughout. I bought a heavily discounted business class ticket from a dubious online agency. Booked for 2 days earlier than actually travelled but could not make my domestic connection to SGN due to typhoons upcountry. Thus, had to cancel at the last minute and retime to 1-2 days later to be sure to catch the international flight as the typhoon was very persistent. While the OTA was useless, impossible to contact, and provided vertically no information apart from a ticket number and schedule, I was desperate and saw my ticket as likely lost. However, I made a call to MH directly (through Saigon Office) and they dealt with it professionally, took over the booking from the OTA, and rebooked me with amble time at almost no cost. And suddenly I could access my booking on their system and order seats and special meals etc. At check-in in Saigon everything went smooth and quick. I took me less than 5 minutes from arriving until I had all my boarding passes in hand. I thereupon had a positive chat with the check-in counter as they were not busy. Lounge is third-party and called Apricot, good service tarmac views, and cooperative lounge staff. A flight delay of 75 Minutes incurred but was announced in full and clearly already 2½ hours prior to departure. Later 30 Minutes were added to the delay. However, as the delays were clearly announced they just extended my lounge stay in Saigon and shortened my lounge stay in KLIA. Onboard, special meals were accommodated, FAs are professional, and service is good. Only problems is that on shorter regional flights the Airline is “dry” – even in business class. Not even beer is served. Transfer in KLIA was tight but went smooth as the departing flight was the gate next to the one arrived to. The next flight equally good and arrived on time in PNH. Special meals and three hot meals were offered. Had seat 1C with a legspace that I impossibly could use up as I could not even reach/touch the galley in front of me. My luggage was comprehensive (2 big pieces plus hand-luggage but was ready on the belt after I passed immigration. Miles credited to my Qatar FFP within a week. Could have been rated 10/10 but I deduct a bit for delay and for lack of varieties of drinks onboard. In summary: well done Malaysia Airlines – you are a rising star!
AircraftBoeing 737-800
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteHo Chi Minh to Phnom Penh via Kuala Lumpur
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"a rather disappointing trip"

(United Kingdom)

Verified Review | London to Perth via Kuala Lumpur, returning from Melbourne between June and August 2017. Booked because of very good price but eventually got what I paid for. London - Kuala Lumpur - Perth was a disaster to start with. Those days Malaysia Airlines were upgrading their systems and no online check-in was available, had to queue for roughly 2hrs 55 mins at Heathrow (try and imagine a queue for a packed A380) because 2 out 4 agents couldn't care less about the situation and decided to show up just 2 hrs prior to take-off. I mean, really? You know you are going to get massive queues, put more people to work for those 2/3 days of emergency. Obviously flight was delayed, roughly 80 mins - but arrived to KUL with just a 30 mins delay. Flight itself was less than remarkable. Food bland, entertaining system not brilliant, seats just OK and I didn't like the cabin crew's attitude as they all were rather uninterested and cold although not openly rude. One male member in particular acted like he was the owner of the airplane and was doing everybody a favor to be there. Transit in KUL was rather smooth and 737 to PER left on time. One of the bags didn't make it to our destination despite the connection being quite comfortable and received that with the following flight - lucky I had insurance to cover the emergency expenses. MEL-KUL on A330. No delays, same comments as above about food/cabin crew etc real problem for this flight was the state of the toilets. 3/4 hours into the flight they were filthy, smelly and just disgusting and no one cared to clean them. Been flying around the world and never seen something like that. KUL-LHR on A380 luckily enough I had booked preferred economy seats on the upper deck and the flight was smooth. Couldn't eat their food, I tried but it was just awful, but at least it departed on time, crew were better than what I had gotten until then and they managed not to misplace my bags. All in all a rather disappointing trip. Good if you want to save money but otherwise there are tons of better airlines out there.
AircraftA380, Boeing 737
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Perth via Kuala Lumpur
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
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
Seat TypeEconomy 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
Seat TypeEconomy 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
Seat TypeBusiness 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
Seat TypeBusiness 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
Seat TypeBusiness 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
Seat TypeEconomy 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
Seat TypeBusiness 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