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Old Jul 11, 2013, 7:26 AM
Tommy101 Tommy101 is offline
Join Date: Jul 2013
Posts: 2
Default Air Malaysia Terrible Customer Service

Hello all,

I recently flew business class to Australia from the UK with Air Malaysia. When in Australia I had an emergency back in the UK and had to return as short notice. I managed to change the first leg from Melbourne to Kuala Lumpar but was charged £200 to do so at a very debatable exchange rate! I then had to purchase an economy ticket from Kuala Lumpar to London as there was no room in business. While waiting for the flight from KL I was put on the standby list in case a business class seat became available. This indeed happened and I was charged a further £200 to change my flight from KL to London and was reassured SEVERAL TIMES that the economy class ticket I had purchased would be cancelled and refunded. I agreed to pay the £200 flight change fee as this was the cheapest option. My flight was on the 20th May, since then I have sent many, many emails to Air Malaysia and have not had a decent response, instead they send me to different departments and they are now ignoring me. Beware of booking with Air Malaysia as they do not appear to be the most honest Airline in the world and their customer service is almost non existent.

I hope this helps you in the future.

Old Jul 11, 2013, 7:44 AM
jimworcs jimworcs is offline
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197

Outrageous, but you cantry complaining to the CAA as the flight ended in London. It might at least force them to respond.
Old Jul 11, 2013, 2:39 PM
Lachjohn Lachjohn is offline
Join Date: Jul 2013
Posts: 1
Default Malaysian Airlines Completely Ripped Us Off

My friend and I flew economy class from Melbourne Australia, to Phuket Thailand, with a stopover in Kuala Lumpur. At Kuala Lumpur we purchased a standby upgrade from economy to business class for just trip to Phuket, which is only an hour flight. We had done this several times with Thai Airways from Phuket to Bangkok which is the same flight time, and it was generally about AUD $50 for the standby upgrade. The Malaysian Airlines staff were incredibly rude at both the ticketing and booking counters at Kuala Lumpur airport, and we had just got off a long overnight flight with absolutely no sleep. Granted we should have asked a few more questions when purchasing the upgrade as we were only given the price in Malaysian ringgits, but given the fact that we had done it before with Thai Airways, we assumed it had to be a similar price. Just as we were boarding, we checked the conversion rate and realised we had just been charged AUD $2,225 each, for a standby upgrade on a 1 hour flight! Business class was less than 30% full. Have been trying to get this resolved with Malaysia Airlines for nearly 2 months now, and head office has supposedly decided that we were charged the correct price. Even though we've supplied screen shots of their own website which shows the full price of a business class ticket from Kuala Lumpur to Phuket is currently AUD $137 - we were charged more than 16 times what their own website says. And my friend was a Malaysia Airlines member who flew several times a year between Thailand and Australia, but they've said too bad. Two of their own staff in their Phuket office automatically said that a huge mistake had been made, but their head office has decided to keep the money they basically stole, and have lost a lot of business in the process.
Beware of flying with Malaysia Airlines, because they will rip you off if they get the chance, and even when you point out how obvious the mistake is, they won't offer any support.
Old Jul 12, 2013, 10:16 AM
Tommy101 Tommy101 is offline
Join Date: Jul 2013
Posts: 2
Default Unbelievable!

That is crazy! That put's my complaint in the shade, it's amazing what these Airlines get away with.

I have had a semi satisfactory response, AM are refunding the ticket but are making two deductions from the payment for cancellation and non show fee!!!! The total deduction being well over a third of the ticket price.

Do what I did, I sent an email to everyone address I could find on the Air Malaysia website. I got a response within 15 minutes after being ignored for 3 weeks!

They have a crazy attitude as my experience with them was excellent otherwise, but their after sales and post flight service is shocking. So they have lost a customer who travels to Australia fairly regularly.

I hope you manage to get your money back or at least part of it.

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