Malaysia Airlines

Every journey begins differently. ​ With excitement. With familiarity. Or with the quiet reassurance of knowing you are in good hands. ​ What stays with you isn’t just the destination, but the moments in between — the warmth of a welcome, the​ gentle attentiveness, the ease that allows you to truly settle in. ​ These are not grand gestures. They’re small, thoughtful acts that make travel feel lighter, warmer, more personal and at home. This is where Malaysian Hospitality lives. ​ On board our A330neo, we bring this promise to life in every interaction, every detail, every mile — elevating not​ just how you travel, but how you feel along the way. ​ It is our privilege to be part of your journey. ​ Book now at malaysiaairlines.com or via the Malaysia Airlines app. ​ #MalaysiaAirlines #YourGatewayToAsiaAndBeyond #MalaysianHospitality #MHStories #TimeForElevatingJourneys

@dele1979 Hello, @dele1979. Thank you for contacting us. Please be informed that we have responded to you via direct message (DM). Kindly check your inbox at your convenience. -ND

@MAS I’ve sent a DM. This was requested months ago. How long will it rake yo get a refund?

@MAS how long does someone had to wait for a refund when a flight was cancelled? - I submitted the claim back in March and still nothing. Dear MalaysianAirlines @MAS could you please look into this request?

Where are you heading first?

Sydney could be closer than you think 🇦🇺✨ If it’s been on your mind, this might be your sign to finally plan it. ✈️ #MalaysiaAirlines #YourGatewayToAsiaAndBeyond #MalaysianHospitality

Thank you for contacting us, @dea_jei. We are sorry to hear this. It is never our intention to cause any inconvenience to our passengers. At Malaysia Airlines, we always strive to provide the best service possible. Please be informed that we take all customers' feedback seriously and remain committed to continuously improving the quality of our service. Despite your sentiment, we hope you will allow us another opportunity to prove how much we value our passengers. -AE

@MAS Hi MH, may I suggest to include flight time on the app flight booking? You have the date but not the flight time. You’ll have to load the booking in order to check the time, and the app response is very slow so it’s very time consuming just to check the flight time.

Hai, @MeraNaamZarl. Kami dengan tulus ikhlas memohon maaf atas rasa kecewa yang dialami. Berdasarkan semakan kami, pihak berkaitan telah menghantar emel kepada pihak anda, dan kami maklum bahawa anda telah memberikan maklum balas sewajarnya. Mohon berikan sedikit masa kepada pihak berkaitan kami untuk meneliti tangkapan skrin serta maklumat yang telah dikemukakan. Kami amat menghargai kesabaran dan kerjasama pihak anda sepanjang proses ini dan akan memaklumkan sebarang perkembangan terkini dari semasa ke semasa. -CE

@MAS @KPDN_HQ Kau merepek apa? Sekarang ni case tgh jalan. Selesaikan, bukan kau request baru all the details. MAS ambil staff semua tak sekolah ke?

@MAS any update on this? Why so lembap gila nak respond?

Thank you very much for your patience and understanding, @HARMANJ10778312. We truly appreciate your cooperation. Currently, we are unable to share further updates as the case remains under investigation. Please rest assured that our team is carefully reviewing the matter. We will keep you updated as soon as more information becomes available. We sincerely appreciate your patience while we work towards a resolution. -NM

@MAS Which department? Can you clear that because the one i have called they said its approved but your department don’t want to proceed intentionally.

@MAS i m still waiting for update?

Hai, MeraNaamZarl. Kami memohon maaf atas segala kesulitan yang dialami, khususnya berkaitan bagasi yang tersalah urus serta isu penginapan. Memandangkan anda telah berjaya membuat laporan mengenai bagasi yang lewat, sila berikan maklumat berikut melalui mesej terus (DM) untuk tujuan semakan status dan pengesahan kami: Nombor Property Irregularity Report (PIR): Nombor/tag bagasi: Nama penuh penumpang Alamat e‑mel: Nombor tiket elektronik (E-ticket): Nombor rujukan tempahan: Selain itu, kami mengesyorkan agar anda memadamkan maklumat pengesahan yang telah dikongsi bagi mematuhi Akta Perlindungan Data Peribadi (PDPA) dan melindungi maklumat peribadi anda. Kami menantikan maklum balas daripada anda. -NR

@MAS @KPDN_HQ See, masih suruh send gambar? Padahal dah send banyak kali. Dia bodoh bodoh gitu je. Aku bagi je gambar. Masuk ni 3 kali dah bagi gambar masih belum setle. For what!!!!!!!!

@suratboxd Thank you for reaching out to us, @suratboxd. We kindly request that you check your inbox, as we have already responded to your inquiry. Thank you. -NM

@MAS check ur DM, thanks

Thank you for sharing your concern with us, @HARMANJ10778312. We truly understand how upsetting this situation can be, and we’re very sorry for the inconvenience this may have caused you. Please be assured that your case is currently under careful investigation. We sincerely appreciate your patience and kindly ask for your cooperation while our team works to resolve this matter as quickly as possible. Rest assured, we will keep you informed once we have an update. Thank you for your understanding. -NM

@MAS my refund for a fully refundable ticket is still “under investigation” with no timeline. This delay is unacceptable. What if someone urgently needs this money for medical reasons? Please resolve this immediately or I will escalate to aviation authorities.

Hai, @MeraNaamZarl. Kami memahami kebimbangan anda. Sila terima permohonan maaf kami yang setulusnya. Mengecewakan pelanggan bukanlah niat Malaysia Airlines. Kes anda masih dalam proses eskalasi dan kami mohon agar anda memberi sedikit masa kepada pasukan Perhubungan Pelanggan untuk menyelesaikan isu ini. Kesabaran anda amat kami hargai. -NN

@MAS @KPDN_HQ Seriously? Lama gilaaaaaaa. Takkan setle lah benda ni.

We understand your concern, however please be assured that it is never the intention of Malaysia Airlines to disappoint our customers. Please be advised that your case is currently under escalation. Kindly allow us some time to further investigate and resolve this matter. Should you need further assistance, please do not hesitate to contact us. Wishing you a pleasant day ahead. -NN

@MAS If you guys check and read my DM communications properly I wouldn't have got this mad. Its either your team are just so incompetent or you are purposely delaying and not solving the case. My flight ended in Dec 2025. Its coming to 5 months now and they still asked me to wait ??

@MAS you have the most inefficient staffs in your Enrich team. I am sick and tired. 4 months keeping me go round the bush. One after another not solving the complaint. Asking me over and over. You can never be no.1 looking at your incapable staffs.

We sincerely apologise for the inconvenience caused, @MeraNaamZarl. Based on our checks, we note that you have responded to your GTS case, and the matter has been escalated to the relevant department for a thorough review. Please be assured that your concerns are being taken seriously. Kindly allow our team some time to work towards a resolution. Rest assured that our Customer Relations team will notify you as soon as there is an update. We greatly appreciate your patience in the meantime. -VN

@MAS @KPDN_HQ See, dah hilang balik dah semua staff MAS ni. Benda ni takkan setle punya kalau jenis bukan VVIP punya case.

@jesian23 @MakeMyTrip_UAE @CSAIRGlobal Hi, @jesian23. Thank you for getting back to us. Please be informed that we have responded to you via direct message (DM). Kindly check your inbox at your convenience. -SK

This is unacceptable.After weeks of delays, conflicting statements, and zero transparency, I’m calling out @makemytrip_uae and the airlines involved. You now claim: • QAR 1,213 refund (MNL → DOH, Malaysia Airlines) @MAS / QAR 317 refund (CAN → MNL, ) @CSAIRGlobal

@HARMANJ10778312 Hi, @HARMANJ10778312. Please be informed that we have responded to you via direct message (DM). Kindly check your inbox. -LV

@MAS Customers should not have to wait indefinitely for their own money. Please escalate this matter urgently and provide a clear timeframe for my refund. If this continues, I will be forced to take further action and raise this issue publicly.

@MAS Here’s a clear, strong Twitter/X post you can use: ⸻ I’m, a loyal Malaysia Airlines customer (4th booking). Booking Ref: FDL7XH Case: CCM-41165594/2026 I requested a refund on 31 March 2025 due to visa refusal its very disappointing not getting help from 2 weeks almost

@Fraud_Cue Hello, @Fraud_Cue. We sincerely regret to hear about your disappointment. It is never our intention to cause any inconvenience to our passengers. Please be informed that we have responded to you via direct message (DM). Kindly check your inbox. -LV

@MAS This is absurd. You promise a business class. Then out of 10 facilities, you can provide only 6. And when customer asks for refund, you show them a banana of Enrich points or MH Gift card of minimum value. Height of mismanagement.

Business Class experience. After 14 days of complaining. @MAS - Took a flight from Kuala Lampur to Sydney. Seat not reclining & electonice not working. Made complaint. Asked to take 8000 Enrich points & shut up. No other ways of refund.

@HARMANJ10778312 Hello, @HARMANJ10778312. We are sorry to hear how you feel. Please be informed that we have responded to you via direct message (DM). Kindly check your inbox. -CD

Thank you for contacting Malaysia Airlines regarding your refund request, @HARMANJ10778312. Based on our checks, we would like to inform you that your case is still under review by the relevant internal department. The delay is due to ongoing internal verification and approval processes, which are required before the refund can be finalised. At this time, we regret to inform you that we are unable to provide a confirmed timeline for when the refund will be completed. Please also note that compensation or coverage of fare differences arising from ticket price increases cannot be guaranteed and will be assessed strictly in accordance with applicable fare rules and policies. We understand that this delay has caused inconvenience and appreciate your patience while the review is ongoing. Rest assured, you will be updated as soon as there is any progress or outcome. Thank you for your understanding and cooperation. -VN

@HARMANJ10778312 Hello, @HARMANJ10778312. We are sorry to hear how you feel. Please be informed that we have responded to you via direct message (DM). Kindly check your inbox. -CD

@MAS and transparency. If this continues, I will have no choice but to escalate this matter further and share my experience publicly. Please resolve this urgently.