Malaysia Airlines

Not Verified | I have flown business class with many airlines over the years and Malaysian Airlines wins the prize for the overall worst experience. Late departure, no announcements, no notice of gate changes and all this before we took off. This is the only business class that has 1-2-2 seating meaning no aisle access if you are next to a window seat. Impossible to climb out of your flat bed seat when the stranger in the aisle seat next to you is also asleep. Touch screen was old and had to be hit hard to make it work. Meal offerings were standard - same with the service. I will be flying Qantas-Emirates next time.

Not Verified | In both inbound and outbound flight Malaysia Airlines was delayed, I missed my connection flight to my final destination. They don't have customer service in Doha, just a small transit office near A1 gate. Staff are not nice, not so supportive.

Not Verified | Although the flight was delayed by almost one hour, it is not a big problem because the flight is good and went beyond my expectations. At the start of the flight, the lead stewardesses went to each passenger apologizing for the delay which is something rare to see on MAS. The flight attendants polite and calling us by our first names. The food was good and the inflight Wi-Fi connectivity is simple. MH Studio provided a wide selection of entertainment. Overall, the flight itself is good and I will fly Malaysia Airlines again - especially if its in business class.

✅ Trip Verified | I booked economy class travel from Melbourne to Ahmedabad because I wouldn't hesitate to change my plans, but Malaysia Airlines' customer service made it very difficult for me to do so. I had been trying to change our return date from Ahmedabad to Melbourne for the past 10 days, and while they were able to change my wife's itinerary, they were unable to do the same for me. Despite my repeated calls, I finally spoke to a representative who informed me that I can't change your ticket from Ahemdabad because it's connected to Air India, so she suggested I change from Mumbai to Melbourne and then back to Ahmedabad. I agreed to call air India and paid around $149 for the difference, but the next day when I called air India, they told me to contact Malaysia airlines, so now I have to pay from Ahmedabad to Mumbai out of my own pocket. I tried to contact them many times, but they put me on hold and never called back, so I think this is the worst experience I've ever had with Malaysia airlines. Worst experience I've had. Customer service at its worst.

✅ Trip Verified | I have not been able to travel to Japan to go Snowboarding for the past 3years so you can imagine my excitement to get back there finally again. I had packed all my gear into my snowboard bag Snowboard, Boots, Bindings, Jacket, Pants, clothes and other gear. When I arrive in Osaka to where I was to collect my bag for a transfer flight my bag did not turn up. I enquired there with JAL as to the where and they said it had not arrived and filled out a report. Very disappointing to finally arrive for a week of Snowboarding without any of your own gear. Eventually the bag was found left In Kuala Lumpur and was sent to me 5 days later after it was lost. When I finally received the bag I noticed various damages to the bag. Japan Airlines were helpful in communicating with me however I am still yet to have any communication, Apologies or compensation from Malaysia Airlines. Very disappointing and poor service.

✅ Trip Verified | Terrible customer and online service. We are trying to book additional extra checked-in luggage for the flight back to London from Penang and the online "manage boking" is a disaster. When it comes to paying for the additional extra luggage the site does not accept various different debit cards provided, displaying all types of error codes when you try. When I was finally able to pay via Paypal the transaction had gone through and money taken out of my account. However, even though money had left the account the service (extra check-in luggage) was still unconfirmed on the website and still required being paid for. This lead to the subsequent nightmare that is Malaysia airline's customer service that requires multiple attempts at ringing them with long wait times due to the calls ending without a resolution to the issue. This literally wasted hours of our time on vacation spent trying to contact Malaysia Airlines to resolve the issue and induced unnecessary stress for something that should have been relatively straight forward. Overall, I am not impressed at all with Malaysia Airlines and will not be flying with them again.

✅ Trip Verified | I'm unhappy with the traveling with MAS. Originally on our ticket the flight was leaving at 21:50, then a notice via email on the same day at 18:00 stating that there was a flight delay and would be leaving 1 hour later making It 22.50 departure, there was no explanation of why there was a delay or alteration in time. For the flight to Melbourne to KL, also alteration in time. Our initial flight was to leave Melbourne at 15:10 but was informed and changed to 14:10 one hour earlier (on 1st Feb 2023) again with no explanation given to why there was an alteration. We have done online check in both in Melbourne and Kuala Lumpur however there is no special counter for those online check in. We have to queue up for more than 1.5 hours in Melbourne even though we have done online check in. I asked the MAS officer why we still have to queue up in line despite having checked in online. She had no idea and said the customer just had to queue up even though had checked in online. During the flight I found that some cabin crew were rude and impatient. Our seats were 17K and 17H. The stewardess had no friendly greetings when it came to serving the food and refreshments. My food was not of a good quality and did not taste very nice. There was one dish that was supposedly a pizza but there was no way to hold it and no cutlery given to eat it with it was stuck to the packaging it came in. My friend asked the stewardess about this and she said to use a serviette, it was so sticky and was stuck to the box and I had to use my hand. The fruit dish was not fresh and tasteless and the coffee was not pleasant. The baggage claim had to wait around 1 hour waiting for luggage.

✅ Trip Verified | My flight from KL to London was terrible. The return flight, London to KL was surprisingly pleasant. The crew were kind and efficient - friendly even. Smiles all round and very helpful. Food was marginally better this time round. The crew even heated up the buns that came with the meal! I really have to give this team credit. They did everything to ensure the passengers were comfortable. When we landed in KL, both the pilots and crew got a round of applause. That pretty much sums up the journey. In view of my previous experience with a terrible crew, I would suggest MAS look into teams which are not performing to standard because they genuinely spoil the image for the company. A very heartfelt thank you to the London-KL crew - you really are a credit to the company.

✅ Trip Verified | Food was average with flight service being par as well. The most disappointing part was the check in service counter where I had to pay for excess baggage. The representative was charging me 15USD extra per kg compared to the price shown on the official website of the airline. Upon asking why, the representative said he does not know and I should take it up with the airline - which was highly unprofessional. I ended up paying 75USD extra for my excess baggage, compared to the price I should have paid as per the airline’s website.

✅ Trip Verified | Horrible service from Malaysia Airlines. I've been waiting for my refund for 7 weeks now (I was told by their call center agent that I'd receive it between 2 and 4 weeks). This is for an upcoming flight (Brisbane-Sydney-KL on April 25) which I cancelled because they changed my flight (due to route suspension) without first informing me. I booked to fly direct Brisbane-KL and after my complaint to their Customer Relations dept, I was informed by them on 29/12/22 that I could ask for a full refund. Well, I cancelled on 5/1/23 and until today, no refund in sight. I contacted their call center again on 23/1/23, 14/1/23, and 20/1/23 to complain, but it was a waste of time and money.