[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!