Do you agree with Malaysiaairlines's TrustScore? Voice your opinion today and hear what 429 customers have already said.
Malaysiaairlines is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 1.7 out of 5 stars. Last reviewed March 3, 2026.
Im the first to complain, but I wanted to highlight how good the customer support was when MH damaged our luggage on a SIN-KUL flight. Upon gathering all the documentation needed (as with any airline), we were promptly refunded about $110 for our $250 luggage (that was 5 years old, so I guess that’s somehow fair). Prompt answers (as prompt as an airline can be)
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.
1.I flew to Australia and back on MAS -Jan 16 to Feb4. There were 4 legs to my journey and on 3 of them I had meals missed. the Stewardess would take my order and then promptly forget to serve it! They also didnt seem to follow the customary disciplined way of going through the seats for serving2. ENRICH which I signed up to is now simply not responding to my log in, so I CANNOTupload my points claim and before long ti may be too late to do so. I log in succesfully-it demands to sned me a 1 time passocde which just never arrives. Ive contacted Enrich via the web but have had no replyMANA ADA SYSTEM (translated means where is the system) was the tease many years ago about MAS--but this still seems to hold
Hello I filed complaint on there website with no response . I upgraded to business class from Maldives I had juice spilt accidentally by there cabin crew sat in soaked clothes all the way to Bangkok was told there was no extra clothes for me . On top of that my bags didn’t make it to Bangkok they got left behind in Malaysia with my important medicine . I will never fly with them again
Bad service and rude crew members. Sent a complaint message to customer service, no response as crew members did not answer my questions. No responsibility at all.
Worst long haul flight I’ve experienced. KTI > KUL and changing KUL > LHR. On way out to KTI one of our bags was lost (found a day later fortunately). On way back flight delayed by 4 hours due to technical fault, missed connection and put on the morning flight but would only provide a hotel outside of the airport, thus meaning we had to clear passport control with no way to expedite and were ferried there by bus arriving eventually at 02:30. Had to then wake at 05:30 to be transferred back to the airport via minibus for 06:00. My partner and daughter are vegetarian with no way on check in / booking to specify a dietary requirement. Offer 3 meals but all contain meat. Very poor quality and insufficient quantity. If you had a nut allergy you’d be in real trouble as they immediately dispense packets of peanuts to all guests. I could go on. Avoid.
Dear Sir/Madam,I am writing to formally lodge a complaint regarding an extremely distressing and unacceptable experience I had while travelling with Malaysia Airlines on 25 January, on my journey from Osaka (KIX) to Bangalore, under PNR DKU8YE.Issue 1: Failure of Online Excess Baggage Payment SystemPrior to my flight, I attempted multiple times to purchase excess baggage (28 kg) through your official website. Despite repeated attempts, the payment consistently failed. This occurred even though I used the same card that was used to purchase the flight ticket and throughout my 8-day trip in Japan without any issues. This clearly indicates a server or system failure on Malaysia Airlines’ end, leaving me with no option but to address the matter at the airport check-in counter.Issue 2: Unreasonable and Inflated Charges at Check-inAt the check-in counter in Osaka, I was presented with a bill of USD 952 for 28 kg of excess baggage. This amount is shockingly excessive and completely inconsistent with the price displayed on your website, where 30 kg of excess baggage was available for approximately JPY 60,000 during web check-in. When I raised this discrepancy, I was not provided with any reasonable explanation.Issue 3: Unprofessional and Abusive Staff BehaviourWhen I expressed my inability to pay such an unreasonable amount, the staff member consulted her supervisor. The supervisor’s response was deeply humiliating and unacceptable — I was bluntly told to “throw the baggage if you cannot afford to pay.” This statement reflects a complete lack of empathy, professionalism, and customer service standards expected from an international airline.Issue 4: Misrepresentation About Flight AvailabilityAs an alternative, I requested to purchase an additional ticket to accommodate my baggage. I was explicitly told by the check-in staff that the flight was fully booked and advised not to book another ticket. However, at that very moment, two tickets were available for purchase on Malaysia Airlines’ official website for approximately INR 63,000. This was a clear misrepresentation of facts, seemingly intended to coerce me into paying the exorbitant excess baggage charge of USD 952.Left with no viable alternative and under extreme pressure, I was forced to pay the amount.Issue 5: Damaged Baggage Upon ArrivalDespite paying such an excessive fee, upon arrival in Bangalore, my baggage was delivered in damaged condition. The trolley was brand new, purchased in Osaka, cream-coloured, and wrapped in protective plastic at the time of check-in. On arrival, the plastic cover was missing and the trolley had visible scratches and marks all over it.Summary of Complaints:Failure of Malaysia Airlines’ online payment systemExorbitant and inconsistent excess baggage chargesRude, abusive, and unprofessional staff behaviourFalse information provided regarding seat availabilityDamage to baggage despite premium chargesThis entire experience caused immense mental stress, financial loss, and inconvenience. It has severely impacted my trust in Malaysia Airlines, and I am deeply disappointed with the way this situation was handled.I request:A full investigation into this incidentA refund or compensation for the unjustified excess baggage chargesCompensation for damaged baggageAppropriate disciplinary action against the staff involvedPlease treat this matter with urgency. I expect a written response outlining the corrective actions taken.Sincerely,Pavan ChopraPNR: DKU8YEDate of Travel: 25 JanuaryRoute: Osaka (KIX) – Bangalore
My flight was cancelled on the 4th November and after following their protocol of submitting a complaint 3 times I still have had zero response and no compensation.
To the Management of Malaysia Airlines,I am writing this with a heavy heart and a great deal of distress following my experience on flight MH0149 from Kuala Lumpur to Melbourne on February 2nd(tall brown gentleman). As a loyal traveler who booked these tickets 5 months in advance, I expected a standard of service and basic human decency that was unfortunately absent.1. Inflexible and Dishonest Seating ManagementDespite traveling as a family with a 9-year-old child, we were seated apart. When I approached a male flight attendant (Sequence 0242, Seat 38H group 3) to request a reassignment so we could co-parent during the flight, I was told the flight was at "full capacity."• The Discrepancy: The flight was approximately 80% full.• The Conduct: Not only did he provide false information, but his "professional" solution was for me to ask other passengers to swap seats myself. When I pressed for a more formal solution, he responded in a loud, mocking tone, dismissing the need for a family to sit together because my wife was "only" three rows away.2. Targeted InconvenienceMost upsettingly, while an empty row existed next to us, the staff member appeared to intentionally move two other passengers into those seats shortly after my request, seemingly to ensure we could not utilize the space to sit together. This felt less like a policy and more like a personal slight.3. Substandard Catering and Staff Conduct• Food Quality: The meal service was significantly below international standards. The portion sizes and quality were unacceptable; even for a traveler with a very versatile palate, the food was nearly inedible.• Immigration Form Distribution: A female staff member distributing Australian arrival cards was unnecessarily aggressive, shouting at passengers who had simple questions.Summary of SentimentMalaysia is a country known for its warmth and hospitality, but this crew represented the exact opposite. To be insulted and lied to while trying to care for my child is a level of service I cannot overlook. I am deeply saddened that what should have been a routine flight turned into a memory of being belittled by your staff.I look forward to your explanation regarding the conduct of the crew on this flight and how you intend to rectify this experience.Flight Details for Investigation:• Route: KUL to MEL• Date: 02 Feb 2026• Departure: 22:30• Seat/Seq: 38H / group 3/SEQ 0242
I have been booking Malaysian Airlines flight for a long time but then this time, I double checked the date and time but when I bought the ticket, the ticket that was sent to me was of one day earlier. I called the customer service multiple times, every caller had different rates to cancel the fee, they would not honour what they had promised me. They didn't even cancel my flight first time because of which I called again only to find that the previous officer didn't even cancel my flight. The new officer didn't honour the terms and conditions written in their own website and I had to pay more than what was written just to cancel the flight. Never again.
I've fled with them multiple times and had good experience. Flights departed on time. The meals on board are tasty. Usually tickets have 20-30kg luggage included, so no need to pay extra
They change the hour of flight, without any compensation.
SEAT SELECTION// GTS05427-12/2025/NC [ thread::1SQ1WZ6zKUqLOojX6urUNSo:: ]Sent a complaint in Nov 2022. Got an email from them in Dec 2025 (3 years lster) that they are taking an interest in my complaint from Nov 2022. In Jan 2026 they they write that they are not able to access any information from Nov 2022 so not able to investigate.When i got upset why they contacted me after 3 years.....Nicole from the Customer Relations Department said she regrets the delay but can not be held responsible as she is from a Team "seperate" from the Customer Relations Department.....(Yes it didn't make any sense to me either).Do not use this airlines.....as no good service.....and I am a Bumi-Malaysian Citizen saying that.
The Worst airlines ever had for 20years . Avoid this Airlines at all cost. Staff don't have any knowledge at all. Theirs one ignorance staff no any respect at all.
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.
Extremely poor service from online check in to reach final destination. Firstly I have booked tickets for me and my wife under same booking reference but we were automatically given seats separately both times, we couldn't change seats. Huge disappointment while check in baggage as crew members harrased us. They asked us to replace cabin bag as it was little big, when we requested to check in instead carry to the cabin, they refused. Also experienced poor service in flight, no entertainment facilities in flight from malasia to Mumbai. Flight looks quite old. Only 2 toilets for 300 customers leading que during whole time. I was hearing so many negative feedbacks for last 3 years that I have experienced this year. I won't fly with malasian air in future. Service was fantastic 3 years ago but it's way below your expectations in 2025-26
If I could give Malaysia airlines a zero I would. They are so horrible, I paid $60 for my flight from Phuket to Bali and when I got to the airport because my luggage was 5LBs overweight, they charged me an extra $300 US dollar saying that it’s the correct price. Total scammers don’t ever fly Malaysia airlines save yourself the hassle and scamming.
Won't make any difference with a review,because they can't even bother to replyJUST AVOID booking with A code share flight through Malaysia and Turkish airlines as you Will not get a seat in buisness class.They both lie for weeks before admitting you won't get a seat regardless of spending the best part of £8k Book Emirates next time,as these are utter cowboys
Malaysia Airlines (MA)cancelled a flight and because I booked with GoToGate (GTG)on Flexi tickets I thought it'd be easy to change my plans, I wasn't allowed to cancel with GTG another flight as this had messed up my plansflight but had to contact MA direct, Mavis passed me through twice to a Human (apparently) that never answered after 45 mins and two hours , I have 6 flights now 5 thanks to them and only need to amend two of them but cannot get hold of anyone so I am just going to re-book and never use MA again if there's an alternative, be warned if you book either through them or a travel agent you can't seem to make a change. Even if you have paid for it
Cant transfer Enrich air miles from Malaysia Airways to British Airways. Despite them both seemingly being in the One World Alliance!I feel cheated. And certainly not Enriched…I don’t Think I will be flying with Malaysia Airways again.
According to TrustPlane, Malaysiaairlines has a 1.7/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/malaysiaairlines-com
