Malaysia Airlines Problem

[john w]

Way back in January 2017 my wife and I booked a trip Perth to London on MH. We looked at all of the options available at that time and decided to use MH Business Class with an A333 Perth to Kuala Lumpur and an A380 KL to London, an essential requirement for us was the provision of Lie Flat beds. MH has subsequently changed the Perth to KL leg to a 738, with no Lie Flat facility. This flight is not acceptable to us (especially as its a 2:30am departure with no bed). MH refuse to do anything to resolve the situation - any ideas?

The A333 runs until 6 days before we go - I asked about changing the departure date to suit the last A333 but they will not change without payment - even though they caused the problem. As we are both retired going a few days earlier is not a big deal. On the return leg we have a 1 week holiday in Malaysia - hence its not easy to just cancel and rebook elsewhere.

Ideas appreciated!

 

[MEL_Traveller]

Difficult situation. MH will argue that you purchased a business class airfare, they are giving you that, and that seats and aircraft are not guaranteed.

Do you have any protection under Aussie consumer law? That's a hard one and the burden of proof will probably sit with you to try and find some sort of evidence that you specifically booked a full flat product.. ie was the A330 full flat advertised on the MH website as operating all services from Perth? (for example... 'fly with us for full flats'?). If you can show something like that then you will have an easier case.

In any event, I'd contact your state govt consumer affairs office for advice. Any evidence you have of full flats will help.

 

[sinophile888]

john w, I agree the new flight time for MH from PER to KUL is ridiculous. Could you cancel the PER to KUL leg?

I have just booked on EK in J from KUL to LHR and return from FRA to KUL. I decided to fly from PER to SIN on QF71, connecting to KUL on MH616. There are two MH flights to KUL after QF arrives in SIN and I have a day up my sleeve in case of delays. As the ticket was bought on the one booking, I expect that if there are any delays then QF/MH will arrange overnight accommodation. I am trying D7 flat bed for the return from KUL to PER.

My daughter has an exam in the morning we leave, so she is flying D7 in both directions for a price of A$322 return. My price is considerable higher.

Good luck!

 

[dajop]

Maybe try MH facebook account. Social media team might help (or might not), call centre staff are probably not empowered to help, and cannot probably even comprehend the issue.

 

[ermen]

seems like the PER routes have been switched to a 738 of late.
Anyone know what is going on here?

I too have some travel scheduled during Christmas / NY and will be pretty miffed if they put me overnight on their poor 738

 

[OZDUCK]

We "won" a cheap upgrade bid on MH in late Feb and happily turned up at Perth Airport for our nice lie-flats only to walk to the gate and see a A320 sitting there- due to "operational reasons".

It was a comfortable ,if old, seat but not an adequate Business Class seat for a flight of that length. Also there seemed to inadequate food preparation room on board. We received only the equivalent of a slightly nicer economy class meal tray - with no offer of alcohol or any of the normal J class extras. If we had paid more than an extra $300 for the flight we would have been realy upset.

However it was apparent that MH recognised that it was not adequate and gave all J pax a voucher for 50% off any J class flight in the next 12 months so they have a history of recognising the downgrade in product.

 

[mannej]

We "won" a cheap upgrade bid on MH in late Feb and happily turned up at Perth Airport for our nice lie-flats only to walk to the gate and see a A320 sitting there- due to "operational reasons".

It was a comfortable ,if old, seat but not an adequate Business Class seat for a flight of that length. Also there seemed to inadequate food preparation room on board. We received only the equivalent of a slightly nicer economy class meal tray - with no offer of alcohol or any of the normal J class extras. If we had paid more than an extra $300 for the flight we would have been realy upset.

However it was apparent that MH recognised that it was not adequate and gave all J pax a voucher for 50% off any J class flight in the next 12 months so they have a history of recognising the downgrade in product.

You wouldn't have seen an A320 as MH don't have them in their fleet.

 

[oz_mark]

Anyone know what is going on here?

As I understand things, they are basically short of A330s - so things get substituted. Sydney and Melbourne scored better - they got an A380 when the A330s were required elsewhere....


[And the flight is only slightly loger than the PER-SIN flight that Qantas use 738s on]

 

[john w]

After dozens of emails, and hours on hold to MH Customer Service we finally spoke to supervisor Timothy in Fiji and he has resolved our problem. We now fly a few days earlier but have the facilities that we booked and paid for. Thanks for the comments.

 

[OZDUCK]

Mannej - Of course you'r right - 737 I have just been on a couple of 320's in last few days and typed on auto.

john w good news.

 

[JohnK]

Difficult situation. MH will argue that you purchased a business class airfare, they are giving you that, and that seats and aircraft are not guaranteed.

Poor excuse. Surely airlines aware one aircraft type is more popular than others and can be a deal breaker? SQ for one with 777 variants, A380 and A330 variants. QF with A330 variants vs A380 and 747.

 

[MEL_Traveller]

Poor excuse. Surely airlines aware one aircraft type is more popular than others and can be a deal breaker? SQ for one with 777 variants, A380 and A330 variants. QF with A330 variants vs A380 and 747.

Indeed. But when it comes to handling equipment changes or new product some airlines are better than others. British Airways was giving £250 or 50,000 avios to all pax who turned up to have 'old' First class on their planes instead of the 'new' one (and both seats are still full flat). Other airlines are firmly in the camp that a tiny footnote saying product is not guaranteed will suffice to head off any claims.

 

[windchaser777]

Malaysia swapped in the 737 for the flight to PER at the beginning of last week (8 May), and at the moment will continue for a period of 6 weeks.

 

[moa999]

British Airways was giving £250 or 50,000 avios to all pax who turned up to have 'old' First class on their planes instead of the 'new' one

Albeit only when they were 75%+ done.

Certainly think QF should be paying compensation if you end up with EBG/EBL on the Asian routes (apart from SYD-PEK on which it should be expected)

 

[oz_mark]

Last nights 738 service to Perth is now running today, due to suspected burst tyres during takeoff lastnight in KUL. While it is late, a 1:30 pm departure ex-Perth is better than the 2:30 am departure!

 

[ecst]

Last nights 738 service to Perth is now running today, due to suspected burst tyres during takeoff lastnight in KUL. While it is late, a 1:30 pm departure ex-Perth is better than the 2:30 am departure!

maintenance seems to be a running theme for them - MH121 from BKI - PER on Sunday 28th was similarly delayed for 5hrs due to a burst tyre. Found out during check in.... and new flight time was also delayed to 1:20pm.

I wonder if there's more to this...

 

[legseleven]

Malaysia swapped in the 737 for the flight to PER at the beginning of last week (8 May), and at the moment will continue for a period of 6 weeks.

I'm flying at 0220 PER - KUL next Wednesday, 28 June. Any idea please if what aircraft we'll be on? In J so was really hoping for a flat bed. Thanks.

 

[MEL_Traveller]

I'm flying at 0220 PER - KUL next Wednesday, 28 June. Any idea please if what aircraft we'll be on? In J so was really hoping for a flat bed. Thanks.

The MH website currently shows an A330. If you go to the manage your booking function you will be able to choose a seat. Flight aware confirms the 737 flew for 6 weeks from 8 May, and the flight is now operated by an A330 since 20 June.

 

[legseleven]

The MH website currently shows an A330. If you go to the manage your booking function you will be able to choose a seat. Flight aware confirms the 737 flew for 6 weeks from 8 May, and the flight is now operated by an A330 since 20 June.

Thankyou so much, we are in 2H and 2K for myself and my son. Thanks again.