I would like to share with you about my recent unpleasant experience traveling with Malaysia Airlines from London to Kota Kinabalu via Kuala Lumpur on 24th December 2009. I have been living in the UK for many years and have not travel with MAS for a long time. I have heard about the numerous awards that MAS has received and was curious to find out about the MH (Malaysian Hospitality) slogan that MAS emphasizes in all of their marketing promotions.

When I arrived at the terminal 4 at Heathrow airport, I was informed that MAS has overbooked this flight. I inquired the status of those passengers who have been overbooked and was told by the check-in personnel that they will be upgraded to the Business Class. I would like MAS to clarify how passengers are selected for such upgrade in this particular situation? Is it based on timing whereby passengers who check-in later will be given priority? If so, had I checked-in 2 hours before the scheduled flight, instead of the standard 3 hours, would I have stood a chance to be selected for an upgrade?

My unpleasant journey began when I discovered my sit (61A) was faulty and could not recline. I complained this to the flight attendant but they could not move me to another seat as the flight was full. It was a horrible and torturing experience when a seat cannot be reclined during a long haul flight.

To make matters worse, the flight entertainment system was not working in the whole aircraft through out the 11 ½ hours journey. The flight attendant tried to reboot the system for the first 3 hours but abandoned the task as they could not rectify the problem. Passengers were upset especially the ones with children. There was no official apology from neither the chief flight attendant nor the captain that there will be no On-Demand Entertainment System for the whole duration of the journey. I felt gutted and horrified as this problem should have been checked at Heathrow before we departed.

In my opinion, MAS' service standard is not on par with other regional airlines at all. For instance, MAS did not provide basic amenities such as toothbrush, socks or even an eye patch to the passengers. No warm towels were distributed, unlike other airlines, when we were seated or before meal was served. And I wouldn't compliment on the food being served either.

I could have chosen other airlines for my flight to Kota Kinabalu namely Royal Brunei, Korean Air, Cathay Pacific or Singapore Airlines. With the amount of money that I have paid for this trip especially during the festive season, I should have chosen one of these airlines for a much pleasant trip without falling for the MH promise.

MAS always boasts about its numerous award achievements but, sadly, the physical aspects of its aircraft is a shamble and its service is a huge disappointment.

I can assure you that this will be my last time traveling with MAS after my return to London in mid- January, .

Sincerely,

Gutted Passenger.

London

When we booked our luggage in we were over our limit, this has never happened to me before, I have travelled many times with Malaysia Airlines.
We booked our luggage in at Hong Kong we were told we had excess baggage, I would like to know why we were not told we could have sent the excess luggage as un-accompanied luggage, from what I have been told it is a lot cheaper than what I had to pay. Also the plane we were on was no-where near full.
Also when I tell people this (it is not good for Malaysia Airlines) I am told other airlines do not charge excess baggage, why does Malaysia Airlines charge? Why do Malaysia Airlines charge so excessively for excess baggage.
I in future will think hard before travelling Malaysia Airlines again and also others who listen to my experience will think twice about it too.
What would I be happy with, half my money back we were charged a heftily for the excess.