Malaysia Airlines

UNREMARKABLE Despite sharing a common history with Singapore Airlines, the national airline for Malaysia has none of the polish, attention to detail or prestige. I recently flew Malaysian Airlines business class from Kuala Lumpur to Adelaide, and the experience was a total disappointment. It began with the crew arriving 30 minutes late to… Read more

prepare the aircraft for boarding – not a good way to start. With an aging fleet of aircraft, it’s best to keep your expectations low when it comes to the inflight experience. In this case it was one of their aging A330-300’s and much like the crew, it was old and tired. But I was lucky to score one of the single ‘thrown seats’ so I was spared from having to climb over or be climbed over.

Everything was dated and poorly executed. Glasses of champaign were randomly offered before taking off and served in thimble size glassware. Travel business class with most airlines and you’ll find a menu and bottle of water at your seat. This is not the case with Malaysian. Why you would burden the cabin crew with this task after passengers have boarded is beyond me.

As it turned out they needn’t have bothered with menus because the departure meal service began and ended with their ‘signature’ satay. Fortunately, I had eaten in the lounge.

There was no comfortable bedding on this flight, just a lack-lustre pillow along with a poor excuse for a blanket that appeared as old as the aircraft.

My seatbelt was broken, triggering a flurry of activity before landing. After a great deal of tugging and bashing by 2 of the crew, I was guided to a different seat. However, it also suffered from the same condition. But I’m glad to say it was a case of third time lucky as option 3 had a seatbelt that worked.

There was nothing remarkable or anything that would encourage me to fly Malaysian Airlines again. If it’s to regain its global standing the airline needs to make some serious investment in new aircraft and crew training.

I’m a big fan of Malaysia Airlines for all flight related aspects: service, food, comfort etc. where they fall down is technology….so far I have been unable to: (1) create an account via the app (2) join the Enrich program online (3) submit the NPS survey it took 15 minutes to complete (4) connect to wifi onboard. Please invest in online services to round out your offering! Show details

Enough reason why dont fly with Malaysian Airline, even its cheaper and direct flight for my destination. eventually cost me more.. how ? 1) always running on delays 2) Baggage's never transfer to connecting flight 3) Damages to bags as well as inside items 4) Airport customer service is absolutely unprofessional. latterly shouting on customer… Read more

like airlines is paying customer for fly with them 5) Baggage access time no compromise with safety but happy to take money for extra baggage's 6) In site plane, WIFI system is terrible as well as food 7) No matter how many time you simple ask for a water but you have ask for 4-5 times than only you eligible for water 8) Business class like first 3 to 4 row with curtain with economy.. I mean seriously is this first class/business class 9)if you travelling with family than all family member are seating from front to back any where with stranger. even 3-4 years kids are allotted different seat from parents and they cant do anything as all seats are booked with paid fee. 10) baggage's not receiving on time as promised but the Airline staff arguing with customer and unprofessional response e.g. Do whatever you like..... I don't care I am the manager here

I thinks this Airline should ban in Australia as not meeting any standards

I received the worst service from them. The officer, whose name she said was [Name Removed] (I even gave them her picture), handled the booking for my grandmother from Sydney to Dhaka, Bangladesh. My grandmother is a wheelchair user. According to her ticket, she was allowed to carry 7kg of hand luggage. She had exactly 7kg, plus a small handbag… Read more

containing her passport, spectacles, mobile phone, and blood pressure medicine. However, the officer told us she couldn’t take the handbag, even though it was clearly mentioned on her boarding pass. How ridiculous is that? How could she possibly carry all those essentials in her hand? Then, while taking her inside, I noticed they didn’t place the luggage on her wheelchair—my grandmother had to hold it on her lap. To make matters worse, she doesn’t understand English. This officer made her journey much more difficult. My grandmother was literally crying because of how she was treated—she has never experienced anything like this before. We even told [Name Removed] that we didn’t want her assistance and wanted to go to another counter, but she and her supervisor ran over and insisted we couldn’t.

It felt like we were asking for a free service from them. I will never use their service again in my life.

Flight from hell. Melbourne to KL new aircraft has greatly reduced legroom. The guy next to me was on the bigger side - slightly - and he was overflowing into my space so he could fit. Food was average. The next leg - which is about to take off - so far has been less than ok. Security at the H gates is a disgrace, and they wanted me to check in my… Read more

small carry on because I was seated in an emergency row - despite the aircraft being half empty. I don’t know that I will travel Malaysian again

Malaysia airlines. For a national carrier and supposed to be in the same league as Singapore Airlines and Qantas for quality and prestige, they were anything but. Let's start off with flight scheduling. I was flying Perth to Pnomh Penh with a layover in KLIA. Now you'd think an airline of this calibre would be smart enough to schedule connecting… Read more

flights with a two hour buffer between each one to factor in any delays. Nope, Malaysia airlines thinks one hour is more than enough! Which in their defence it would be if their flights were on time, but of course the Perth to Kuala Lumpur flight is consistently delayed. My flight left Perth 20 minutes behind schedule and when we got to Kuala Lumpur we ended up stuck on the tarmac for another 20 minutes waiting for our gate to become available. So instead of having 1 hour, I now had 20 minutes to get to my next flight to Pnomh Penh (which my mate who was on the same flight 3 days earlier ended up missing as his Perth to KL flight was 1 hour delayed). By some miracle my Pnomh Penh flight was delayed so I made it. The one time Malaysia Airlines consistent delays worked in my favour.

But guess what didn't make it onto my next flight? My checked luggage along with the checked luggage of almost half the passenger's on that flight. So I put a delayed luggage report in at the airport and via the portal with Malaysia Airlines. Following the consistency of disappointments, the portal stopped working so I had no idea what was going on with my lost luggage and neither was the supplied phone number.

Funny enough my luggage turned up 2 days later and it was only because I happened to notice my bag in the hotel lobby. At no point had I had any contact from Malaysia Airlines or anyone regarding my luggage being delivered.

The absolutely hilarious part is when the portal started working, it just says that my luggage has been found and is awaiting to be receipted in Pnomh Penh...which it still says its waiting to be receipted there. Even when I check today it still waiting to be receipted in Pnomh Penh, the luggage they delivered to my hotel and then carried back home to Perth a week later and is now sitting in my house....even when I sent multiple emails and made multiple calls to tell them I have it and I need the confirmation of delivery paperwork to close out the claim.

Malaysia Airlines, you are a disgrace and the fact you have ignored all my complaints is just insulting. You seem to love saying to enjoy your "Malaysian Hospitality" if this is what you mean by "Malaysian Hospitality" then you clearly don't understand the meaning of the word.

Flew London to KL, then onto Melbourne, its like two separate airlines, the London to KL flight in business class was amazing, great staff, good aircraft, clean, large soft comfortable seat which turned into a comfy bed... then I got on their new A330-900 to continue onto melbourne... seat was at least half size of the one on the A330-900, they… Read more

cram 48 business class seats on these much smaller A330-900 aircraft and have a single toilet for business class so most customers had to use the economy toilets, then i had a staff member unlock the toilet whilst I was using it, luckily I was holding onto the door and slammed it shut and locked it again, no apologies, just laughing and talking in malaysian from the staff. The staff on this flight seemed very immature, rude and aggressive, very similar to qantas staff. I travel a lot and Malaysian had always been decent but never again.

Poorly updated status, Paid to get my seat selected only to be changed by the system. When I checked, My seat were changed but not my family. Had to call up to confirm and yet the website shows otherwise. Their excuse, website problem. Enrich is a pain as they are part of MAS but NOT really part of it. If you registered (through their… Read more

advertisements) after your bought your ticket, You NEED TO CLAIM YOUR POINTS AFTER YOU RETURNED FROM YOUR TRIP MANUALLY. Else, they won't let you claim, but the points won't expire (So why can't they let you claim since it doesn't expire??!!!).

I don’t even know where to begin. What I went through with Malaysia Airlines was beyond unacceptable — it was inhumane. I was flying urgently from Perth to Paris (MH124 on April 10th at 3:00 PM) because my grandfather was dying in France. This flight, which was supposed to be my lifeline to say goodbye, was delayed by MORE TAHN 12 HOURS — it… Read more

didn’t leave until around 4:00 AM on April 11th. Because of this catastrophic delay, I was rerouted via Emirates (thankfully at no extra cost), but I landed at 1:45 PM in Paris instead of 6:40 AM, missing my last chance to see my grandfather alive.

The emotional damage caused by this failure is immeasurable. I will carry this pain forever — and Malaysia Airlines played a key role in it.

But the real horror came after.

I had a return flight scheduled for April 17th at 11:25 AM. Due to my psychological state, I had a medical certificate advising me to delay my return to April 23rd. I contacted Malaysia Airlines to request this change, demanding that no change fee be applied considering the trauma they had already inflicted. I had proof of the delay, a formal complaint filed on April 12th, and certificates from licensed medical professionals. Their response?

$1600 AUD to change the flight.

That’s right. No empathy. No recognition of their responsibility. Just an outrageous demand for money from someone already in grief and mental distress.

What followed was a masterclass in incompetence and total dehumanization: • Hours of phone calls with clueless agents. • Promises of callbacks that never came. • Management staff disappearing in the middle of critical cases. • Me, staying up past 2:30 AM the night before my flight, desperately chasing people who had “escalated” my case but never followed through.

Malaysia Airlines had the gall to leave me in this state after already ruining the most important trip of my life. The total lack of care, professionalism, and basic humanity is unlike anything I’ve ever experienced from any airline.

In the end, I had no choice but to cancel my return flight entirely, refusing to give a single cent more to this disgraceful company.

This airline doesn’t just deserve a bad review — it deserves to be held accountable. Avoid Malaysia Airlines at all costs. If your life or peace of mind depends on getting somewhere on time and being treated like a human being — DO. NOT. BOOK. WITH THEM.

This was not my first experience of flying with MH, and I couldn’t wait to express my gratitude and appreciation for the most wonderful service provided by the staff during my flight to KUL. Andrea and Maznur were absolutely incredibly helpful and… Read more

caring. In total contrast to my previous experience these ladies made my journey pleasant and restful.

They will talk nice and steal your money – I wanted to change the flight. I called their help line as they don't have office or number in Australia. They advised me to buy a second ticket and my first ticket would be refunded. It has been 5 months I am chasing them spending hours on phone. Still the didn't reply to the promise they made. They are not even emailing about the progress and… Read more

action. The help line simply express their incapacity to answer anything on it. They stole my money. UPDATE: they finally refunded my money after 3 months approx. I have flown MA again. They did some good upgrades to their service and seats. Their inflight Wifi was WOW. Hopefully they have fixed refund process too. Modifying the rating from 1 to 4. Only thing they need to look at is, a solid wall in front of parents seat in smaller Aircraft, to plug in baby basket, which was missing from Dhaka to KL.

Just had four flights in three weeks. Staff are friendly but the inflight experience is terrible. Had two monitors that didn’t work well and my new luggage came back trashed. Tried to reach out via their chat and have waited twice for two hours with no response. Their online form link does not work. Will be going to the ombudsman. Not a great customer or user experience. And wifi does not work. Show details

I had an extremely disappointing and distressing experience with Malaysia Airlines that exposed serious flaws in their staff training, systems, and customer handling. At Melbourne Airport, my family and I (including young children) were removed from the check-in queue and told we could not travel unless we produced printed copies of valid Indian… Read more

e-visas. When questioned, the staff member admitted this requirement was “not written anywhere” and claimed it was an Indian government rule. A senior staff member later intervened and questioned her handling, indicating she had not followed proper procedures.

To avoid missing our flight, I was forced to leave my family behind and pay out of pocket to get documents printed, something that ultimately proved unnecessary.

What makes this worse is that I flew the same route with Malaysia Airlines again on 7 December — before the date they later claimed the rule changed — and no printed visa was required at all. Digital copies were accepted without issue. This directly contradicts their official explanation.

Customer support afterward was equally poor:

Online chat was dismissive and incoherent

Refused to provide my own chat transcript

Complaints were handled diplomatically but evasively

Resolution offered was 5,000 Enrich points (worth roughly $25–$30), which is tokenistic at best

This experience reflects systemic inconsistency, misinformation, and lack of accountability, not a one-off error. I have escalated the matter to aviation regulators.

I strongly advise passengers to be cautious and not assume Malaysia Airlines’ staff or advice is consistent or reliable.

I had a very disappointing experience on my 9 December flight from Kuala Lumpur on MH2612. As a Malaysian, I expected better service, but I was treated rudely! especially by the older stewardess who was welcoming passengers during boarding. Her attitude and lack of manners left a very negative impression. Based on this experience, I would not… Read more

recommend this airline. In comparison, AirAsia has provided me with far better service. Overall, it was a truly unpleasant experience.

All the flights were delayed, last minute gate changes which staff knew nothing about, missed connections, unprofessional staff on board. My mate's luggage got lost after only just making a connection due to flight delays. Only had Wi-Fi on one of my flights which was patchy and kept on dropping out. Food and legroom was adequate and comparable to Singapore airlines. Show details

Very poor and bad service. I booked the wheelchair service for my grandmother for a trip alone from Melbourne to Cambodia with this Malaysia airline. I have booked wheelchair service for my grandmother as she can’t walk long distance, also she doesn’t know English as well. I called them to confirm before departure date to make sure that the… Read more

wheelchair t been booked for her and they said YES it’s booked. When we arrived in Melbourne airport, there was no wheelchair service provided to my grandmother and I asked them to make sure to have wheelchair service to pick her up at Kuala Lumpur airport gate for transferring to the connecting flight and when she arrived at Kuala Lumpur airport, again no one picked her up at the gate for the transferring, one staff keep pushed to another one, another one keep pushed to another which caused her to missed the connecting flight from Kuala Lumpur to Cambodia. This is the first time happened to my grandmother with this very bad experience as there was never happen to her with any other airline before. My grandmother cried in tears alone on Kuala Lumpur airport. I wouldn’t recommend this Malaysia airline if anyone need to book a flight your elder who need wheelchair assistance.

Wow!! Wake up Malaysian airlines! It is 2025! Yes we flew on your lovely new plane on our flight home yesterday from Kuala Lumpur! But your service in economy class is the worst I have seen in years on the 3 flights we did with this airline. The food was dry & very unappetising, very bad on the KL to Melbourne flight yesterday. How is it even… Read more

possible to serve such awful food in 2025! The staff don’t know what it means to smile! It is so easy to smile too! Where is the good customer service gone once the plane is in the air! Such a shame to see them all look like they don’t want to be there! On the KL to Melbourne leg, we didn’t even get offered a tea or coffee. The days of going around offering trays of drinks has long gone with Malaysian. Such a shame. My partner went business with them a few months ago & he was treated like a King!! Not in economy class! We were treated like poor peasants! Pick up your game Malaysian!!