Seeking Advice On DealingWiith Malaysia Airlines For Compensation
Oct 15, 2015, 7:12 am
#1
Original Poster
Join Date: Nov 2013
Posts: 86
Seeking Advice On DealingWiith Malaysia Airlines For Compensation
I've hit a brickwall with MAS customer service thus hoping I can find some useful advice here in FT.
I took a business trip to TPE from CGK in first week of August. On the day of return from TPE, a typhoon caused my flight to be cancelled and I called MAS call centre in KL to rebook my flights for the following day and the agent confirmed all is ok.
Upon reaching TPE airport, the check in agent said my name is not on the TPE-KUL sector but I'm on the KUL-CGK sector. I reconfirmed that with the station manager and he told me all he can do is put me on standby for an empty seat. While on standby I called MAS customer service again to seek their assistance on getting me on the flight but they said nothing can be done from their side as airport control was already in effect. They did acknowledge that it wasn't their fault and I should make an official complaint after my trip is over.
Needless to say there wasn't an empty seat available so I have to spend a night on my own dime before catching the next available flight.
Upon returning to CGK, I fired off an email together with my hotel receipt to MAS customer service. After waiting for 3 weeks and getting no reply, I fwd the email this time to their Enrich membership and they replied saying they've forwarded my case to customer care for their response.
Till today, I've received nothing back from MAS even though I've tried calling their Jakarta office as well.
Short of getting myself down to their KUL office, is there any other buttons that I can push to get this resolved? Or I should just give it up?
Many thanks in advance
I took a business trip to TPE from CGK in first week of August. On the day of return from TPE, a typhoon caused my flight to be cancelled and I called MAS call centre in KL to rebook my flights for the following day and the agent confirmed all is ok.
Upon reaching TPE airport, the check in agent said my name is not on the TPE-KUL sector but I'm on the KUL-CGK sector. I reconfirmed that with the station manager and he told me all he can do is put me on standby for an empty seat. While on standby I called MAS customer service again to seek their assistance on getting me on the flight but they said nothing can be done from their side as airport control was already in effect. They did acknowledge that it wasn't their fault and I should make an official complaint after my trip is over.
Needless to say there wasn't an empty seat available so I have to spend a night on my own dime before catching the next available flight.
Upon returning to CGK, I fired off an email together with my hotel receipt to MAS customer service. After waiting for 3 weeks and getting no reply, I fwd the email this time to their Enrich membership and they replied saying they've forwarded my case to customer care for their response.
Till today, I've received nothing back from MAS even though I've tried calling their Jakarta office as well.
Short of getting myself down to their KUL office, is there any other buttons that I can push to get this resolved? Or I should just give it up?
Many thanks in advance
Oct 15, 2015, 8:22 am
#2
Join Date: May 2003
Location: Singapore
Programs: QF LTG, SQ EGTP, Bonvoy LTG
Posts: 4,847
Only suggestion I have is to call them, ask for fax number or advice on appropriate email address of an individual you can send claim to or some such thing. MH is most definitely NOT an organisation that responds well to emails.
Oct 16, 2015, 9:15 am
#3
Join Date: Jan 2008
Location: Lost
Programs: MH Gold, IHG RA, SPG Gold, QF Silver, Hertz 5 star
Posts: 258
I've been through a similar issue with trying to get anyone to respond at MH. Everything failed. Calls to Cust Care - all they would do is give me an email address. Email after email, never received a response. Walked into their office in KL Sentral, all they could do was give me the same email addresses. More calls, more email addresses, still no response. I've given up any hope of ever getting anyone in MH to respond. Sorry for the gloomy response but it appears to be a ploy with anything related to compensation.