I bought air tickets from London to Kuala Lumpur return, in August 2011. Paid an extra £70 to get exit row seats. On arrival at the airport, was told those seats were non-existent & no compensatory measures offered. Turns out when I booked the flight, the seating arrangements were for a Boeing 777. However, MAS were still using Boeing 747s by the time of my flight, hence my seats were non-existent. They failed to notify me of the change of planes, hence it is not my fault. Writing to their customer services dept at
IBESUPPORT@malaysiaairlines.com
was received by a blanket 'seats are non-refundable' terms & conditions clause.
http://www.malaysiaairlines.com/my/e...onditions.html However, question 8 in the FAQs section, i.e. in case of aircraft change for operational reasons.. does cover my case.
I understand that airlines may occasionally be forced to block off seats for certain reasons, but keeping the money is not on.
I want to have this fact highlighted, at the very least, to prevent other passengers suffering the same.