ly.com

I am very disappointed with the handling of my recent flight booking experience. I purchased a tick

I am very disappointed with the handling of my recent flight booking experience.

I purchased a ticket through Skyscanner and LY.COM for an early morning flight from BKI to KUL. Just one day before departure, I was informed that the original flight had changed and was given the option to either accept a later flight or request a refund.

I tried contacting customer service multiple times but could not get through. Since I had an important international connecting flight the next day, I went directly to the airline counter and was able to check in successfully using the booking reference provided.

After checking in, I informed the team clearly that I did not want a refund because I had already received my boarding pass. However, no one informed me that the booking had already been cancelled or could no longer be used.

I only found out after boarding the plane that my booking had been cancelled. Because of this, I had to pay again for a new ticket and also pay penalties to change my international flight. The total losses were almost RM6,000.

This experience caused major stress, financial loss, and inconvenience. Communication was unclear, customer service was very difficult to reach, and the situation was handled very unprofessionally.

I hope improvements can be made so that no other customer has to go through the same experience.

Date of experience: Mar 31, 2026