[Tyrone]

My name is Tyrone Fernandes. I travelled on Malindo Air Flight No OD 215 from Kuala Lumpur to Mumbai. The flight from Kuala Lumpur was scheduled on 12th October at 7:15 pm was delayed and finally took off at 1:20 am on 14th October after a 31 hour delay. We arrived to Mumbai on 14th October at 4:30 am. My seat number on the boarding pass was 21E. We were instructed to go to baggage belt 12 for getting our checked in baggage in Mumbai. However we did not receive it. Upon inquiry we found that Malindo Air had not loaded the baggage from Kuala Lumpur itself. We then completed the required formalities of filling the Property Irregularity Report to claim our baggage as soon as Malindo Air sends it on the next available flight.

Sorry to say that Malindo Air has only delivered a few bags on the next flight. My colleague travelling with me Mr. Evarist D’Souza has received his bag. But I have not received it. The details of my suitcase is as follows:
• E- Ticket No: 8162101516050
• Reservation Code: FWWKOZ
• Baggage Tag No: OD 153884
• Name on Tag : Mr. Evarist D’Souza
• Make: American Tourister
• Colour: Black
• Label: Red colour “Don’t Touch”

Most of my clothes and a pair of shoes for going to work are in that bag. I have to go to work in jeans till I get the bag. It has been 8 days since I traveled and still no sign of the baggage. The Airline staff only respond that it is under escalation. There were totally 27 passengers on that flight who did not receive their baggage. Now 17 out of 27 have received it and 10 are yet to receive their luggage.

This is the most harrowing experience I have ever had in my life. I have been told that Malindo Air delights in harassing the customer.

[sarzaidi]

I felt very disappointed when I've given my honest feedback to Malindo Air so they could at least acknowledge their mistake and improve their customer service. Now after a week still there is no response from them and I came across so many complaints on their facebook page which are left unattended. They only respond to general complaints, which are very generic responses or perhaps one specific template. There is no human touch to their customer service. Below is my email which I sent through their website feedback form & also submitted through their facebook page.

Flight no. OD131
Ticket Ref no. 8169178213885

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Hi Malindo Air team,

I would like to escalate & lodge a complaint against your customer service. I’ve made 2 calls and also visit to Subang Jaya airport, total of 3 touch points just to change the date of my sister’s flight ticket. All of 3 touch points have given me a different & incorrect information & the way customer service personnel has handle the call was rude and no professionalism to facilitate the customers.

I’ve made 2 calls & the details are below:

1st Call:
Date: 25/08 time: 3:07pm spoken to Mira and she has told me that I’ve to pay the difference which is 298+30 = total 328 to be exact and I can pay credit card details to make the changes. I told her that will call back as I need to confirm with my sister.

2nd Call:
Date: 25/08 time: 3:38pm spoken with Rosana and she has told me that I’ve to pay RM700+ to do the changes, when I inform her that my brother is at Subang airport and they are asking for RM476 to make the changes. She said if they are asking lesser might as well do it from there, is it the way to speak with your customers? While providing a wrong information.

We finally paid 476 to Malindo Air counter at Subang airport and complete the assignment. It is very painful to see that we rely on Malindo Air to travel and they deal in such a manner. Kindly listen to the call and improve your customer service and if you are unable to track the call, I have recorded calls which I can send you.

Why I am taking the pain to write is because this is a return flight from Pakistan to Malaysia. We aren’t flying on our national Airline PIA and chosen Malindo Air to seek a better service and also when we check online Malindo claim to charge no fee for changes in date & the reference of website is: malindoair . c o m / lk / no-date-change-fee
However we’ve paid RM476

Kindly justify!

[sairajkiran]

I sent this mail to customer_care@malindoair.com on 8th May 2017 and had a series of mails since then. It was a sheer mistake by Malindo staff because of which I lost 272 RM inspite of having booked a flight already. All they could say is they regret for what has happened and refund cannot be processed. This is pathetic !! What should I do with their apologies and regrets. Had I knew that Malindo is such a worst airlines I would have never booked it in the first place. Such a worst and pathetic customer care Malindo has !!

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Hi,

I am Vellore Nageshwarrao Sai Raj Kiran and I traveled from Hyderabad to Kuala Lumpur (KLIA) for the first time on 3rd May in MH199. And from SZB to Penang I booked another flight which was at 9:55 AM and made sure I had enough time to go to SZB after flight lands in KUL at 7:05 am. Find details of both flights below.

HYDERABAD to Kuala Lumpur
E ticket number : 232-4921746853, 232-4921746854
PNR: RHKVSM
Malaysia Airlines

SZB to Penang
E ticket number : 816-4922602293, 816-4922602294
PNR: YQQPJX
Malindo Airlines

The flight was supposed to arrive KL at 7:05 but was delayed by 40 minutes and arrived at 7:45. Since there was a delay in MH199 I was not sure if I will be able to reach the SZB airport on time to board my flight to Penang. At the KLIA(Kuala Lumpur International Airport) baggage collection place there is a Malindo lost & found counter and I approached a person there at 8:40 to check if I can shift my booking from Malindo SZB Airport to KLIA and board a flight to Penang from KLIA as I was not sure if I can reach SZB on time. The name of person is Nashwal. He said that I will not be able to reach SZB on time to board my next flight. He suggested me that he will send my baggage to Penang and he also gave me a baggage collection slip and asked me to show that at the Malindo airlines counter in SZB to collect my 2pm flight tickets. I asked him if I need to pay anything for the 2pm tickets and he said no. I was not sure and cross checked with him 3 times and he said its not required. I spent 40 minutes there and then started off to SZB and reached at 10am. The flight has left at 9:55 but I was not worried as I could take the 2pm tickets there. I met Malindo duty manager Kamarul Idzham there and he said it would not be possible to transfer my ticket from 9:55am flight to 2pm flight and I was wrongly guided by KLIA staff. After lots of discussion I had to spend 272 RM to take my flight to Penang at 12:30pm. Below are the details of ticket.

Flight: OD 1182
PNR: NW0MNX
Malindo Airlines

If I was clearly misguided and if i started to SZB immediately after meeting Nashwal I would have boarded my 9:55am flight easily. But instead he misguided me and I had to spend extra 272 RM because of this.


Malindo is such a nice airlines and I have heard so many good things about it. I have traveled in Malindo for the first time and it was such a bad experience which was just not expected from such a reputed airlines. Please process for refund of either my 9:55am flight tickets or the 12:30pm flight tickets. It would be very unfair otherwise.