The time when Goldmundo makes his booking coincides with MH's promotional period. I had to book some flights for my family members in Malaysia. Initially when I made flight searches, it will return as "The page cannot be displayed" but after trying an hour or so later everything went fine (though the system was quite slow then).

I think what Goldmundo highlighted is precisely what my previous experience with MH was. In a good organization, you should expect to be transferred once - to the right department, and that should be it.

And then in terms of problem solving, I cited my case with Krisflyer website not applying the correct 25% discount to my booking, and how they solved the problem perfectly within an hour. I know his case is different in that it is a revenue booking, but if he genuinely had problem with web booking, surely they should be able to offer something more acceptable, e.g. phone booking at internet prices, or maybe just a slight surcharge.

What I wonder about the MH call centre staff is that, other than maybe making simple bookings, how much are they trained to deal with more complex customer requests? I have contacted one or two who were excellent, but for most others, their standards are really low.