This feedback is regarding my very bad customer experience with Malaysian Airlines and Air Side Transit hotel during my stay in Kuala Lumpur Airport on May 3rd 2011 from 6.30am - 8.00pm Malaysian time.

We were given room no 183 in Air side Transit Hotel, KLIA. On entering we found that very basic amenities like, bottled water, soap etc were not available. We informed the reception about the same and they mentioned that it should there inside the fridge. When pointed out that water in the fridge is not available, they impolitely told us to drink water from the tap.

Further more, Malaysian Airlines and Airside Transit Hotel KLIA staff were aware that myself and my wife are being assisted with wheel chair and in spite of having known this fact they did not provide us with any room service to assist with meals/tea or coffee. How can you expect a wheel chair assisted passengers to walk long distances to get such amenities without help ?

The scene was pathetic as we had no other alternative other than to walk down without any wheel chair assistance to get our food.

Is this the kind of service Malaysian airlines provides to the aged passengers ?

At the very least the Malaysian airlines customer service staff should have notified me as to what facilities is/not provided at the hotel during transit. (We are travelling for the first time overseas and obviously we dont know what facilities will/will not be provided.)

The bottom line I am not at all impressed with the hotel service arranged by Malaysian Airlines.

From now on, I would not recommend any of my friends or relatives to opt for Malaysian airlines as the Malaysian airlines has no control on accommodation that they provide for long distance travelers who need to transit via KL.

I would appreciate if you could let me know as to what corrective measures will the Malaysian airlines will implement to avoid such pathetic situations again in the future.

Flight number: MH 128 / MH 180
If requested I can provide the ticket details and reference number

Thanks
Mohamed Yacoob Sharieff