[tek]

Before booking with Malaysia Airlines i rang them to ask the cost of Medical Oxygen and if it was available and they confirmed that they were able to provide Oxygen free of cost. Based on that information we purchased our tickets from them.
(Happy)

When I rang them the second time after I bought the tickets so they can organize the Oxygen, this time they said the Oxygen would now cost me $400 USD. I disputed that cost as I was given the wrong information before I bought the tickets.
(Upset)

I gave them the name of the staff who had provided me the wrong information and after they conducted a 2 month investigation they confirmed their mistake. I asked for a refund so I could book with another airlines that has Oxygen free of charge but they could only offer me a partial refund which I refused. After a whole month of trying to resolve the problem they finally agreed to offer the Oxygen free of charge as promised initially.
(Happy)

2 weeks after the resolution, I suddenly received another mail saying "sorry but we no longer have enough oxygen to supply to you and the new plane A330 -300 is unable to fit/install medical oxygen. I am shocked it took them this long to realize they could not offer Oxygen. And the worst part is they canceled on me 11 days before my flight and I have already booked hotel accommodation and I need to get to Turkey on the travel date for a wedding.
(Upset)

They accepted their mistake and offered me a full refund of the tickets for me and my parents who are traveling with me. They said they would make a direct payment to me as soon as I sent them scanned copy of the receipts.
(Happy)

They replied back telling me to visit my travel agent to obtain the full refund. My parents and I went to the travel agent 2 days ago and to our shock we were told that we have to wait 6 - 12 weeks to get our refund back. And now we don't have enough money to buy 3 new tickets. Furthermore ticket prices have gone up because Malaysia Airlines took 3 months to realize and resolve their mistake and seating for the return trip is now also difficult to find.
(Upset)

I contacted them again 2 days ago and explained the urgency of the matter and that we need our refund quickly as promised to us by Malaysia Airlines. They apologized for all the inconvenience and said they were in the process of trying to resolve this problem and they will notify me of the out come the next day
(Happy)

It is now the next day and they have failed to contact me with any news.
We are no longer going to be able to travel on our booked flight date because ticket prices have gone up. today was the last day to purchase discounted tickets to Turkey but Malaysia airlines failed to contact me with the refund and I did not have enough money to book the new tickets. We are now going to miss out on our hotel booking as well and lose money there. we are not going to be able to attend the wedding in Turkey. And the next set of cheap tickets are now starting in October and it means we are now going to end up going to Turkey towards winter all because Malaysia Airlines have put us through a crazy delayed rollercoaster of up and down up and down, yes and no , yes and no, happy and upset, happy and upset. Just when we think the problem is fixed we are confronted with new problems. My whole family is now stressed and upset. They have inconvenienced us terribly.
(Upset)

What should I do ????

[tek]

This is so crazy. So basically to summarize the problem, it's been like:

- "yes we have oxygen for free",

(2 days later)

- "oops sorry we don't have oxygen for free, it will actually cost you money",

(1 month later)

-"oops, sorry for the wrong information, we will now provide you free oxygen to correct our earlier mistake",

(3 weeks later)

-"oops sorry it turns out we cant provide you with that oxygen because our new planes is unable to support it and we don't have enough to supply to you",

(2 days later)

-"oops so we will now give you a full refund directly payed to you",

(3 days later)

-"oops, sorry it turns out you will have to collect the refund from your tarvel agent",

(2 days later)

-"sorry, it seems you now have to wait 6- 12 weeks to collect your refund",

(1 day later)

-"sorry we are trying to resolve it so you can get your refund sooner and we will contact you tomorrow"......

(2 days later)

and now I'm still waiting....

[jimworcs]

Outrageous... Post is everywhere, including their Facebook page if they have one. I would also try and get some media involvement. It is outrageous.

[easygoing]

I am very sorry to hear that and I do sympathize with your plight
the situation that you have been put into is unspeakable
sincerely wish you good luck

[Andrew]

I would like to offer some suggestions about airline oxygen. There are organisations that promote the free use of oxygen for travellers who need it e.g. EFA.
There are organisations and websites which list the Airlines that are Oxygen 'Friendly'.

The FAA has a list of Portable Oxygen Concentrators that are allowed by them. They are not always suitable because of Batteries and /or suitable power sockets. Also generally passengers cannot carry on their own oxygen bottles , but if the airline supplies it or authorizes a 'rental' company it is available , at a cost.
I work for a company that supplies the oxygen equipment for therapeutic and First Aid use and I am aware of the mixed responses that have come from airlines when you discuss the use by passengers.

We very much welcome this debate as the industry has not taken enough action.