So far so bad
 

In the middle of a status run (a little over half the segments completed) and I have to say, the experience so far has been far less than stellar.

First incident occurs at TPE, whoever MH decided to contract at the gate for TPE has a power trip and decides to weight my single carry-on, then informs me it must be gate checked since it's above 7KG. This was, of course, completely incorrect as business class passengers are afforded up to 2 bags and a total of 14KG: https://www.malaysiaairlines.com/ph/...o/baggage.html Her insistence on her own made up rule holds up the entire plane, until the cabin doors are about to close and another colleague comes over to inform her that I am completely within spec. Her explanation was that she didn't know I was in J, except both jet bridges were used and I was lining up in the J/F boarding line, and she had looked at my physical BP.

Second incident occurs at SIN. Agent at Malaysia counter in T1 Changi initially refuses to check me in 12 hours before boarding time because "they don't do that", and asked (in a condescending manner) if I wanted to use the lounge (it's none of her business, and no). After I insist it's something I've never had a problem with (and completely within policy, once again: https://www.askmh.malaysiaairlines.c...ter-open-close ) she goes off to talk to a supervisor (while her colleagues look at me disapprovingly as if I'm trying to take something I'm not supposed to) and comes back to inform me she can do it as an "exception". She also refuses to check a paper bag containing a single metal hair spray can.

Finally, a equipment swap causes the system to force-ably put me into an aisle seat for a flight days away, and after being put on hold for 20 minutes (while waiting for the MH flight that's now delayed by 1.5hrs), the agent informs me they cannot reassign me or swap me into a window seat, despite force-ably doing so in the first place. She then mutes me (essentially hanging up, without actually hanging up).

Of all my flights so far, MH has been late for about 64% of their arrivals; only United has performed worse, while KUL (the airport) has one of the better on-time airport departure rates.

This is probably one of the least polished airline operations in Asia, and I'm glad to be done with it after this series of runs. I will gladly pay double for any of their SIN/HKG/TPE/JPN competitors.

Your TPE experience sounds woeful. I would've confronted the gate agent and insisted to her colleague that a complaint be lodged against her, and get the crew to lodge this in their flight record as well. If only for her to correct her stance and not impose her self-made rule to any other J passengers.

I would’ve but it was already at the point where I was last to board and door was closing. Did not want to hold up an entire plane. I did get a clear picture of her badge and will lodge a complain.

Critical point: Was this same-day, or overnight?

At Changi, early check-in is available at the Jewel, >3h before departure same day only.

Globalist in another thread also reported checking in hours in advance at MH’s Changi counters a few days ago; I have checked in bags early too previously at the MH Changi counters (same day); not sure why you were rejected first.

I am also unsure how you found that FAQ you linked (perhaps it is KLIA specific? I’ve never tried…), but this is the most recent FAQ answer I see when searching https://www.askmh.malaysiaairlines.c...heck-in%20open, and what I understand is the usual standard for MH:
“The check-in counter opens 3 hours before the scheduled time of departure (STD) for both domestic and international flights.” (Link here, from 4 July.)

Singapore early checkin 3? hours is done at the Jewel early check in area and not at the checkin counters.

My understanding is that OLCI is available 48 hours before a flight, and counter check in is available 24 hours before a flight, and if no counters are open (eg airlines that operate few flights out of an airport), a counter will absolutely open 3 hours before a flight.

I found that faq answer from the first page of a Google search. If it’s not accurate or specific to the hub, then MH should either remove or make that fact clear. Regardless, this contributes to my feeling that the airline is just not a smooth operation compared to its regional peers, unfortunately.

Not necessarily. For an airline like MH that operates flights ex SIN almost every 2-3 hours, it’s possible to check in for a later flight as long as the counter is open. Don’t have to go to Jewel ECI.

So then, you tried to check in the day before, correct?
(If same day 12h early, I would be surprised, given others’ and my own experience in doing so with no problem.)

As I said, 24hrs bag drop might be relevant to MH’s home airport KLIA — not Changi — and also they should clarify & update that FAQ.

Still, if it was the previous day, the check-in agent (and her colleague) was correct in telling you they did not check bags in one day early, the manager gave you an exception. (Again, Changi Jewel’s MH early check-in is same-day-only.)

I would say this is a bonus; they are going above what they must do by checking in people >3hrs before their departure.

I remember reading some reports that agents will not check in bags at other airports (perhaps SYD?) for the flight much later in the day? I am glad that doesn’t happen at SIN, and one can use both MH’s own counter and Jewel’s early check-in counters.

I've always interpreted the cabin-bag rule as two items each with a max weight of 7kg, rather than a blanket allowance of 14kg. Maybe because many other carriers (e.g. Singapore) have similar rules, albeit set out more clearly

By all means ask the airline to explain their policy: if they intend to enforce a 7kg/bag rule they set out the regulation as clearly as SQ:
(https://www.singaporeair.com/en_UK/g...cabin-baggage/)

https://cimg3.ibsrv.net/gimg/www.fly...00d40332cb.png





However, launching a complaint against a named individual seems petty: after all you got what you wanted.



I don't understand your problem checking in a hairspray in a paper bag. It sounds unusual.

I didn’t check a bag. I was going to check in a single bottle of hairspray but that was a no go, so all I actually wanted was the physical boarding pass. Yes I know I could’ve OLCI, but I prefer a physical BP for various reasons.

The policy is very clear on MH’s website regarding cabin baggage, SQ’s policy is irrelevant.

Launching a complaint against an individual who was creating her own rule and enforcing it judiciously, thereby delaying an entire plane of people is petty? Well then call me petty.

The hairspray wasn’t a big deal, I just have seen small shopping bags come out on the belt in a tray so figured it was worth trying to not waste something that was used once. Sorry if just asking once to be green offends your sensibility and makes me weird. I hope you are not judged by others for what you choose to check in ;)

It’s kind of clear but it’s also kind of not clear
attached screenshots- the highlighting is mine:
https://cimg1.ibsrv.net/gimg/www.fly...62779c083.jpeg
https://cimg3.ibsrv.net/gimg/www.fly...17a8a3f67.jpeg
while I’m certain this is/was very frustrating, I would encourage you to consider if the “juice is worth the squeeze”, so to speak

I commuted between KUL-SIN for many many years and have tried it a few times. The first time I was sent to the Jewel who then said they can only check in Malaysia passport and visa holders (i'm neither) so was sent back to T1 (where they operated at the time) and the staff refused to check me in.

Another time I didn't bother with the Jewel, went to T1 and they refused me. It was around 1:30am and my flight was in the evening.

Third time lucky at T1 when I was allowed me to check ib my bags and bicycle for an early evening flight. Was told that it not officially allowed but they did it anyway.

Whilst I travelled travelled pretty much weekly until late last year I didn't try and early check in once they moved to T2

The T2 staff are a catalogue of other issues but that's for another day.

I'm sorry you took offence at my comments.

I simply pointed out my approach to MH's baggage rules, that they mirror those of (most) other airlines: two bags in J, with a weight limit per unit. I illustrated this approach with reference to the SQ policy.

I was caught out at Jakarta by TK's version of this rule, where they insisted on consigning my single 10kg bag to the hold. Since then I've been wary.


Looking carefully at MH's website the information is muddy. They mention an overall limit of 14kg, but then very specifically give the dimension and weight limit for a carry-on item. That weight limit is 7kg. I see @nancypants also highlights this ambiguity.

I guess a reader's interpretation could go either way, depending on the the section focussed on. It's certainly not an issue I'd want to get on a high horse about.


So yes, you are right to point out this lack of clarity to the airline: in doing so you are performing a service that will benefit all of us.


But you got what you wanted. Either the gate agent was correct, but her colleague persuaded her to back down, allowing you to save face; or she was wrong and her colleague put her right. If a lesson had to be learned, she learned it. To pursue a vendetta against her seems just a little over the top. Maybe moving on in a warm glow of victory is the better, more gallant option. It's over, forget about it: hopefully, posting to Flyertalk provides sufficient catharsis.