If you are in KL and have the time, popping by the MH office in KL Sentral can be a good option especially if you’re a MH Platinum. Was there with my aunt recently and they opened up space for her KUL-LHR when it wasn’t available online. I’ve had similar experiences with showing up in person at the SQ office in Singapore. Not defending their incompetence but face time works in that part of the world.