Review Time
I chose Malaysia Airlines’ Economy Flexi fare specifically because it was marketed as fully refundable. Today, when I tried to cancel my ticket three months in advance, I was hit with a RM500 “cancellation fee”. This is a policy I have never encountered before on Flexi fares. When exactly did MAS decide that “fully refundable” no longer means fully refundable?
It gets worse. I also attempted to cancel a Business Class ticket. Historically, Business Class cancellations came with no refund or cancellation fees. I am now being charged AUD600 to cancel. That is not a minor administrative fee — it is a penalty.
The entire purpose of paying more for Flexi and Business Class is flexibility. If that flexibility has quietly been stripped away, then these fare categories are misleading at best.
I have been a MAS Gold member for years and have remained loyal through multiple service declines. This experience is the final straw. I will no longer fly with Malaysia Airlines, nor will I recommend it to anyone. Loyalty should be rewarded, not exploited through silent policy changes and fine print.
Flexibility that disappears when you need it is not flexibility at all.
If I could rate the service a zero, I would. It was terrible; I paid $60 for my flight from one destination to another, and when I arrived at the airport, they charged me an additional $300 because my luggage was just 5 pounds overweight, claiming it was the correct fee. This feels like a complete scam. Avoid this airline to spare yourself the trouble and deceit.
My experience with customer service was disappointing. Updating my phone number took 30 minutes, as they had recently activated MFA without allowing me to reset the number. When I attempted to switch to a Singapore number, they claimed it was invalid. The system is quite inadequate.
Extremely disappointing customer service experience. It took them 30 minutes to update my phone number after they activated MFA without any option to reset it. When I tried to change to a Singapore number, they claimed it was invalid. The system is severely lacking...
Deeply dissatisfied with the airline. Today I saw a student being forced to discard personal items at the airport due to his hand luggage being slightly over the limit. The staff were rude, unhelpful, and showed no empathy. This behavior is completely unnecessary and humiliating. I’ve had poor experiences in the past, and it seems nothing has changed. Many other passengers also report rude staff, lost baggage, and inadequate service. For the prices charged, this treatment is unacceptable. I have stopped flying with this airline and recommend others think twice before booking. This airline needs significant improvement.
Extremely poor service. I arranged wheelchair assistance for my grandmother for her trip from Melbourne to Cambodia. I confirmed the booking beforehand, and they assured me it was arranged. Upon arrival, there was no wheelchair service for her. I requested confirmation for her pickup at the connecting flight in Kuala Lumpur, but no one was there to assist her. This led to her missing her flight. This was her first bad experience with an airline, and she was left in tears at the airport. I would not recommend this airline for elderly passengers needing assistance.
Nothing is worse than having to cancel a flight and deal with the refund process. I have no other comments about this airline on this matter. Be cautious about canceling tickets due to personal circumstances or if the airline changes your flights. The refund process is disorganized, and the staff just sends me in circles with no real feedback, only the term escalation. This is not the first time I’ve encountered such issues with refunds. Other airlines process refunds in just a few days.
I recently flew with the airline from Kuala Lumpur to Sydney, and overall, it was an average experience. The cabin crew were genuinely friendly and professional, making me feel comfortable throughout the flight. The food was decent, especially the satay appetizer. However, the flight was delayed for almost two hours with minimal explanation, which was frustrating. The plane felt a bit outdated compared to others I’ve flown. Still, the warmth of the staff made the journey pleasant enough.
My concern is with the frequent flyer program. I must caution members that it can take a long time for miles to be credited to accounts. Additionally, the contact center staff are poorly trained, resulting in inconsistent advice. The overall service standard is likely the worst among airlines.
I was charged for seats with extra legroom, but they failed to record my selection and took my payment. They did not refund my money after multiple calls and submitted documents. The help line promised to follow up several times but never did. I'm a regular customer, but I’m so frustrated that I’m considering leaving my points unused and no longer flying with them. This is just one example of the ongoing issues with the airline.
Claim your business profile now and gain access to all features and respond to customer reviews.
iglucruise.com
crystaltravel.co.uk
masterholidays.co.uk
travelonease.com
aerotravels.com
knittingtours.com
metamo.travel
safara.com
sunweb.co.uk
safwatravels.com