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“MAS:Lost my luggage and provided appalling customer care!”
Written on: 27/03/2012
I am Malaysian and I can state here, I will not take another MAS flight for a long time or unless I have seriously no other choice! I would encourage you to seriously consider changing your bookings with MAS if you have any planned for your personal or work trips.
Before this, I have often flew MH and put up with their mediocre service but one horrible incident recently change that. They lost my luggage on a flight from KL to Singapore (55 minutes flight, with no transit, my bag was locked, properly labelled and nondescript) and the follow up from them since then has been atrocious and unprofessional.
This is my story:
Dear all,
If you are looking for an airlines to fly you to your holiday or business destination, don't choose Malaysia Airlines! Why? The airlines LOST MY LUGGAGE on a business trip and it's been 3 weeks and I have still no idea what happened to it!
Can you imagine yourself and your loved ones on what's supposed to be the most romantic vacation to celebrate your love without any of your necessities- clothes, toiletries, cosmetics, undergarments, shoes, cherished items, gifts, accessories and other things you need to travel and have a good time with? Can you imagine being stranded on a business trip with none of the necessities you need to perform optimally at work wirh?
I travelled with MAS from Kuala Lumpur to Singapore and had to survive 3 days 2 nights with important business meetings without my necessities! MAS did not even give me any updates throughout my stay. The Lost & Found at Changi was unfriendly and unsympathetic. They told me per MAS policy, I could only purchase anything after midnight. It has been almost 3 weeks since I lost my bag. MAS absolutely refuse to compensate more than 20USD/kg of lost luggage. My bag was 9 kg and they only want to compensate USD 180! The items in my luggage cost >RM5000! In fact, initially they told me that the allowance for 3 days 2 nights in Singapore was USD 60! After fighting long and hard, they finally agreed to REIMBURSE the clothes and toiletries I HAD TO BUY BECAUSE I HAD NOTHING EXCEPT MY LAPTOP AND THE CLOTHES I WORE ON THE FLIGHT (amounting to SGD 1913.13, with ITEMIZED RECEIPTS to which I HAVE NOT ACCEPTED a single SGD cent because I DO NOT AGREE ON THE PUNY COMPENSATION TERMS) for my stay in Singapore. Reimbursement for expenses incurred because of my lost luggage during my business trip (that I would have gladly received my luggage safely and NOT SPENT!) is different from compensation!
I am very upset! Their customer care sucks! It is so hard to get through to them on the helpline and they only took notice when I posted on their Facebook wall! And guess what? One of their stupid corporate heads- Head of Social Media and Innovation, accidentally CCed me in a email saying "She bash us again!" Stupid and bad grammer! He also subsequently emailed me 5 days later to "apologize" and to plead with me to remove the link! Such an insipid idiot! He is the Head of Social Media and he does not even understand the basic rules of Social Media! Why does MAS Hire such incompetant fools?!
I started a forum topic on Lowyat.net under Tavel and Living- Topic "Malaysia Airlines Sucks!" and MAS purposely spmamed it until the moderators had to close it! Such dirty tactics! Don't you know that social media will just find another forum?! The more you quash it, the more people know you have things to hide.
You can google "9GAG stupidmas" to see the images that I have posted on that website. If not PM me, and I will gladly share it with you.
If you feel I have a just cause, please help me share this story on your Facebook, Twitter, MySpace or any other forum and share how MAS is such a JOKE OF A COMPANY! No wonder it is bleeding money out of every hole!
Please help me make Malaysia Airlines a company we Malaysians can be proud of and not the national laughingstock it is now!
Thank you for your time.
