Originally Posted by Mookaki

Hello everyone. Just thought I'd share my not-so-good experience with the MHUpgrade program, where MH refused to honour an email confirming acceptance of an upgrade offer.

I placed an offer for an Upgrade on the MEL-KUL sector, and was very excited to receive an email around 48 hours prior to departure stating that the offer had been accepted for my partner and I.

On arrival at the airport we went to the business class queue. The lady at check-in spent some time looking at our booking, we were then asked to go to the stand-by counter. Even though it shouldn't matter, we thought by having OneWorld Sapphire status, they'd look after us.

At the stand-by counter we were told that business class had been overbooked, and that we'd need to wait for the supervisor to attend. We waited, and waited, for nearly one and a half hours. Around 40 minutes before the flight was due to depart we were finally given economy class tickets, told that we'd be given an automatic refund for the upgrade bid. I should mention that all staff were extremely friendly throughout.

On arrival at KL, we queried MH staff about what had happened, and asked why our upgrade had not been honoured. Staff informed us that business class had not been full on that flight (7 free seats) so were unsure why it was not given, and that we would need to contact the MHUpgrade email address for more information.

Here is Malaysia Airlines response:

Dear ...,

We have investigated and found that there was an error made by our ticketing team resulting in the upgrade not being awarded for your Melbourne-KL trip. We will process your refund request accordingly, please note that refunds will take standard 1-2 months for completion.

We sincerely apologise for the inconvenience.

Thank you

Regards,
MHupgrade Team, Malaysia Airlines


I was really disappointed with this response. Sadly, this soured our experience with MH and I don't think I'll fly with this airline again as a result.