Malindo Air

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 355 reviews
4/10
No Skytrax Rating
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2/10

"decided to request for full refund"

(Malaysia)

Trip Verified | I got a call from Malindo Air customer service, was informed the scheduled flight dated 5 Dec is cancelled. So I decided to request for full refund On Dec 1, 2019 I made a refund request via Malindo Air site. The notes on refunds clearly stated refunds will be completed within 30 days. Today, Dec 30, I called the customer service and was passed to the refund department. I spent more than 10 minutes waiting and waiting. I decided to hang up and call again. I called for the second time and the same person answered. I asked her how long it normally takes to get a respond for checking the refund status. She kept telling me she had to pass the call to the refund department. I asked her on their 30 days refund policy, but she twisted it saying refund will be completed within 30 working days. However, she promised me to arrange a personal call on updates of the refund. We'll see.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSandakan to Kota Kinabalu
Date FlownOctober 2019
Value For Money 12345
no
1/10

"a waste of time and money"

(Vietnam)

Trip Verified | I paid a higher fare from Ho Chi Minh City to Bengaluru via Kuala Lumpur. OD 562 was delayed during departure and was further delayed e route due to traffic congestion over KL. Missed my connecting Malindo flight OD 241 to Bengaluru. The company asked me to stay at a hotel in the terminal for two days cause the next departure to Bengaluru was after two days. Ended up buying a full fare ticket to Bengaluru without any refund from Malindo. All in all what a waste of time and money.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHo Chi Minh City to Bengaluru via Kuala Lumpur
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Zero customer service"

(Malaysia)

Trip Verified | Kuala Lumpur to Hi Chi Minh City via Selangor. Has to be the worst airline ever. Zero customer service, expensive rates, one person at the check-in counter for the entire airline's baggage drop lane. Policy and privileges changed without informing customers. Don't bother flying with Malindo. You see all the negative comments and you should know why
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Hi Chi Minh City via Selangor
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"did not apologise for the inconvenience"

(Australia)

Not Verified | The flight was ok. Ran on time and was reasonably comfortable (we had purchased extra leg room). On the flight to Bali they did not give us the meals we had ordered and paid for with our tickets and argued until I pointed my name on the list that was not ticked, but this took persistent nagging of staff who did not care at all. They did not apologise for the inconvenience just eye rolled. On the way home we had gone through customs with empty water bottles and then filled them up at the airport water station. Then by the boarding gate they were taking away water from everybody. We were pretty happy to tip our water out. On the plane we asked for a cup of water and were told we had to pay. I understand paying for any other snack or beverage but a cup of water after they’ve confiscated everyone’s water? That’s just disgusting. We got a good price for tickets but would think again before flying with them again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Bali
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"hard to recommend this airline"

(New Zealand)

Trip Verified | Bangkok to Kuala Lumpur. This flight run 4 hours late, causing me to miss my connecting flight also with Malindo Air to Perth. ON inquiring with a representative of Malindo Air in Bangkok Airport, I was told there was nothing they could do, and I would have to wait to sort things out when I got to KL airport. They did give me a letter stating the plane had been delayed, I would have thought they could have made arrangements before I arrived in KL though. On arrival in KL I went straight to the transfer desk. As i discussed the issue with your representative a very dissatisfied mob formed behind me, while a very upset elderly lady experienced a massive misunderstanding with another Malindo representative. In time, things were sorted for me, and a hotel, food and a flight the next morning was organized which was great. However I didn't reach my hotel until over four hours later. Some staff were very good, however, it became obvious that processes and staff training were in need of being fine tuned. After only 4 hours at my hotel i was driven back to the airport very early. Jay at KL was very helpful, and although he assured me my luggage would be handled by them, when arriving in Perth later that day, there was no sign of it. I arranged to have it sent to my address, however, this didn't happen, Instead, it was flown to Albany airport where I had to drive an hour there and back to pick it up. While on the flight from KL to Perth I found the crew to be less than helpful. I had paid for a meal, including a drink of water for the second flight that I had missed because of the delayed flight. I showed them evidence of this, but they still argued about providing me with a meal. I also outlined the bigger picture. They were still very reluctant to provide me with the meal I had paid for. They tried to tell me that the document I was showing them was for the cost of the flight. It was an add on, which it clearly stated. They even told me i should not be arguing with them. All i was doing was asking to have a meal provided that was paid for. Under the circumstances, it would have been wise to make it complimentary anyway. (the food was horrible) Even though the airline did some good things and some of their staff performed well; late flights, (yes the second flight didn't run on time either), lost luggage, argumentative staff, and slow processes its makes it incredibly hard to recommend this airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBangkok to Perth via Kuala Lumpur
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"One of the worst airlines"

(Australia)

Trip Verified | Kathmandu to Perth via Kuala Lumpur. One of the worst airlines to fly with which has zero customer service. The passenger next to me who had a very limited English was asking for water and the lady denied to provide water. I offer her to pay by my card and she told me she doesn’t have authority to take the card. My friend and I made a formal complaint to the authority of Malindo in Perth with the hope that we will get some feedback but they didn’t feel any importance to reply us.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKathmandu to Perth via Kuala Lumpur
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"I will never use them again"

(United Kingdom)

Trip Verified | Kuala Lumpur to Denpasar. I had a suspicion that this airlibe was going to be terrible from the outset. No more so than the fact I couldn't even book a ticket online. Tried several cards and browsers and no luck. Couldn't get through to the call centre after waiting ages on a few occasions. In the end I was about to give up and book another airline, but the flight times happened to work well for me, with Malindo. In the end I had to go to a local booking office to get the ticket. In this day in age you should be able to book a flight ticket with an international credit card, which I gathered was the reason why my booking wouldnt work online. Probably not a good idea to book the flight using a 3rd party (expedia etc). Yes, you will get about the same fare and be able to book online. However it wont include luggage and you wont be able to go onto Malindo afterwards and add it, as they wont accept your foreign card. Then you are unlikely to also get through to do it over the phone. So you will be stuck with doing it at the airport. Which I gather from other reviews, will cost you a whole bundle of money. Perhaps this is their scam and why they dont take foreign cards. Thankfully I paid for 20kg of baggage in advance at the local airline office. Although this was almost the same as the flight price, but way cheaper than at airport. So, the flight itself was delayed out of KL. Got on the plane and the entertainment system was down for the whole flight. Then I found that you didnt even get any form of complimentary beverage. Not even water! Now, being a budget airline, I expected to pay for food and snacks and certain drinks. However. to not even come around on a 3 plus hour flight with a drink of water or tea etc, is inhumane. You can buy a soft drink/water, but guess what??? They only accept cash! So for someone who is transiting through KL airport, there was no cause to have any local currency and I didnt have any other currency on me apart from Sri Lankan rupees (where my origin was from), which they dont accept! The airline delays me, the entertainment doesn't work and they dont even give me some water? Even for those reasons alone, they should just offer something. Anyway, they didn't and so if they dont accept credit cards for drinks purchases and I had no cash, then I guess I was going thirsty for 3 hours. The extra catch to this whole thing. At KL, you cant even bring your own water on board, as it's not allowed into the gate area, due to liquid restrictions and they have the scanners etc at the gate. Even if you buy water in the airport, you cant take it past the gate. This is a whole separate issue I guess and with KL airport itself. However, it still makes the Malindo policy worse in terms of the availability of water (that should be free) and thier lack of payment options to get it. Wake up Malindo. Sort out all of these issues. I will never use them again and people should avoid if you dont want to have major hassles from the start to finish of the whole experience
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Denpasar
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"they have many hidden costs"

(United Kingdom)

Trip Verified | Bali to Kuala Lumpur. This company is an absolute trap, they have many hidden costs and have zero flexibility or compassion for their customers. They may seem like the cheapest option however I have flown with them twice and both time with their costs they have turned out to be the most expensive option by far charging $24 per kilo if you want to check in additional baggage even online. I urge you to avoid this company at all costs, the worst company I have ever had the unfortunate experience of transacting with ever.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBali to Kuala Lumpur
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Worst experience ever"

(Australia)

Trip Verified | I booked tickets for my family to travel from Melbourne to Delhi for which I paid extra money for food and baggage In the flight, they didn’t offer any food and on asking them, they refuse and said that you will get food only in connecting flight. We paid extra $51 for food there and get only half dish of pasta for that. Worst experience ever. I recommend to not travel with Malindo Air.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMelbourne to Delhi
Date FlownDecember 2019
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 fly this airline"

(Hong Kong)

Trip Verified | Hong Kong to Jakarta via Kuala Lumpur. This is the worst experience I’ve had on an airline. They decided to switch me to a cheaper flight a week before departure at first stating “bad weather” with a good forecast, then suddenly “operational reasons”. They just wanted to squeeze money out of my. Nothing is paid, including baggage, pillows, blankets, food, water. You aren’t allowed to bring liquids on the plane and yet they don’t even provide water. The staff is unhappy, condescending, and rude. Their explanation for everything weird that the airline does, like spraying some aerosol mid-flight, is that it’s “always required”. Don’t fly this airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHong Kong to Jakarta via Kuala Lumpur
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no