I’m not new to taking flights, obviously. I’ve had my fair share of good service and bad service. Years ago, I had terrible service from Fireflyz and I wrote a scathing post about the experience here. I still think it serves them right, and if you google ‘Fireflyz’ my blog post is the second link, right after the Fireflyz website.
Today Malaysia Airlines screwed us over and that’s why I’m writing this post.
We booked flights back to Penang for Chinese New Year for today, 26 Jan 2017. With one toddler and one baby, we didn’t want to take the risk of getting caught in the highway jam. We used our Enrich points to redeem us adults and Fighter’s tickets. Penny is still an infant and we purchased her infant seat with cash. Our flight was MH 1140, scheduled for 11.15 am, from KLIA.
We arrived at the airport at 9.45 am, a whole hour and a half before the flight. Ample time right? Considering that this is a domestic flight and we didn’t even have luggage with us to check in – we had sent our luggage off with my brother in law who was driving down to Penang.
Since Fatty is an Enrich Gold member we went to check in as usual at the Business Class counter.
This is the conversation that took place between Fatty and the counter staff.
Staff: I’m sorry, you checked in too late.
Fatty: Huh what do you mean too late? We’re here 1.5 hours before the flight to check in.
Staff: Yea, because check in is open 48 hours before a flight…. Other people already checked in before you so there are no more seats.
Fatty: So? I’m not late to check in what. And I have my tickets!
Then only the staff sheepishly admitted that the flight had been overbooked, and that she would put us on the next flight, at 4 pm.
I was managing the kids behind Fatty and overheard bits and pieces of their conversation. By the time I came up to the counter, the staff had disappeared, presumably to talk to her supervisor. Waited a bit for her and my blood boiled in the meantime wtf. She didn’t come back so I took Fighter with me and tried to find someone else to talk to.
Counter we were at.
Which had this sign standing next to it. 60 minutes before? I have 30 minutes more! What are you going to say?
I went to another counter and demanded an explanation and got one – the second counter staff explained that an earlier flight had been canceled, and they had put the passengers on our flight, effectively kicking us off our flight even though we had done nothing wrong.
By then, she informed me that the first staff serving us had returned and asked me to go back and talk to her, probably very relieved to get me out of her hair.
We ended up not taking a flight back; instead we went back to get our car and drove all the way to Penang with no supplies – no potty for emergencies in the car, no milk powder, extra diapers or change of clothes. Nothing that we would need for the kids.
Stuck in the car suffering with no space between two car seats because our BIL drove our van back. Thanks to MAS, my shoulders and back hurts from not being able to sit properly for 4 hours.
TL;DR: Here’s what MAS did to us.
1.Gave away our seats to other passengers even though we’ve paid for them and booked us on the next flight, without considering the implication and inconvenience to us. How are we supposed to wait for 6 hours in the airport with two toddlers?! They offered us lounge access – which is useless cos we already have it as Enrich members; this is not a compensation at all!!!
2. Did NOT inform us beforehand so we can change our plans. If we had known earlier we wouldn’t have rushed to the airport so early. As it is, we made our way to the airport so we can be stranded there for the next 6 hours.
3. Did NOT process a refund for us. The counter staff told us it was their policy that passengers who want a refund have to write in and apply. Later when we spoke to the duty manager, he told us that Enrich does not normally refund points, maybe only 1 person out of 100 gets refunded. So we basically have a 99% chance of losing the points that we used for our tickets.
4. Although Fatty told the staff to cancel our tickets and give us a refund, she printed out boarding passes for the 4pm flight anyway before hustling us to the duty manager. In the haste, I just took the passes together with our ICs and passports and it didn’t occur to me until now that she effectively checked us in. EVEN THOUGH WE SAID TO CANCEL. So it becomes our fault now that we did not take the flight.
WHAT THE FLYING FUCK.
HOW CAN THEY KICK US OFF A FLIGHT WHEN WE ARE NOT LATE? HOW CAN THEY SIMPLY GIVE AWAY OUR SEATS LIKE THAT? WHY IS IT THAT THEIR INCOMPETENCY BECOMES OUR BURDEN TO BEAR?
If we were late to check in, I can understand assuming we’re a no show and giving our seats away. But they CANNOT preemptively give away seats like that la FFS. Those earlier passengers sorry dudes but they should be on standby, until we give up our flights. Not the other way round!
HOW CAN THEY ASSIGN A FLIGHT TO US FOR NO GOOD REASON WHEN THE LATER FLIGHT IS SUPER TROUBLESOME AND IMPOSSIBLE FOR US?
If we took the 430 flight, we would arrive in Penang at 530. By the time we arrive home, it would be 7 pm at least. Kids don’t need to eat dinner? Don’t need to sleep is it?
HOW CAN THEY REFUSE TO REFUND US IF WE USED POINTS? POINTS IS NOT MONEY AH?
So basically MAS just cheated us right!? Took our money and never delivered the service. The duty manager told us to write in, but why should we even have to do that!? They caused us this extreme inconvenience and we are further inconvenienced by having to write in to get a refund. Your fault you just freaking give us back our money la! And we won’t even get the refund for sure, according to the duty manager, because they already gave us another option, so it’s our choice to not take the flight.
WHAT NONSENSE IS THIS? IT IS NOT MY CHOICE TO FLY AT 4 PM. HOW IS THAT MY CHOICE? YOU GAVE ME NO CHOICE AT ALL, MAS.
HOW CAN THEY CHECK US IN ANYWAY WHEN WE SPECIFICALLY SAID ‘PLEASE CANCEL AND GIVE US A REFUND????
It is further putting the burden of blame on us right!? Cos then they can say, oh you already checked in ma, means you are taking the flight already. Let me be very clear: WE DID NOT CHECK IN. WE ASKED FOR A CANCELATION AND A REFUND. YOU, MAS, CHECKED US IN WITHOUT OUR PERMISSION.
I cannot believe the utter ridiculousness of this whole scenario. It’s disgraceful, the utter disrespect MAS is showing to us. They blatantly swindled us, then treated us with contempt by assigning a random flight that is at a terrible time for us, and issued no compensation or refund.
And if you think we’re the only unlucky ones, you are wrong. I saw people talking on social media that MAS has been doing this over the last two days to unfortunate passengers. Even the duty manager himself admitted to us that “today is not as bad as yesterday”, we can get the next flight considered good already.
EH SUCK MY NON EXISTENT DICK LA MAS. YOU ARE NOT A BUDGET AIRLINE. You can say, this happens with budget airlines all the time, and yes it does. But the difference is at the price we’re paying, we’re getting service equal to or worse than budget airlines. You are so disrespectful and incompetent and inconsiderate, I cannot.
When MAS went through all that missing plane sagas, we still continued to fly them. Some people switched to other airlines on purpose but we still flew MAS when we could to support them. We believed that those incidents are out of their control and it doesn’t mean that they’re a bad airline.
Now? Don’t make me laugh. To screw us and all the other passengers like this, you don’t deserve my faith, liking, respect. You definitely don’t deserve our patronage. If they were really apologetic and showed effort in trying to refund or compensate us, I could still accept it and move on. Just give me a reason to believe in your sincerity! Sadly, you did not. Thanks for ruining the start to our Chinese New Year. That was really fun.
You got your chance. Now this is my turn. I am going to blow this up as big as I can. I’m going to share this blog post on all my social media platforms and I hope you guys can help me do the same. Send to everyone you can. They cannot be allowed to get away with such cheating and deplorable customer service. If they do, they will continue to do this in future. I’m so angry I’m considering buying Facebook and Instagram ads to spread the word HAHAHAHAH.
Please comment here if you have been screwed over by Malaysia Airlines in this manner this festive season so they can take notice. I am going to lobby for a refund and compensation over the extremely shitty way they’ve treated us paying customers.
Thank you for reading! Sorry my post is so long and ranty.
Aud.
P/S: Looking at the comments coming in, OMG MAS is horrendous! WTF kind of service are they running!? Duh but I will strongly say PLEASE DON’T EVER FLY MALAYSIA AIRLINES IF YOU CAN HELP IT. People say fly at your own risk, but besides the risk of flying itself, you also have the risk of getting effed over by unscrupulous scumbags so yea.
PP/S: Fatty’s account of this incident here.
UPDATE 7.35 pm, 27 Jan 2017:
MAS reached out to me at 9.30 am today. I just didn’t have time to update until now.
I really appreciate that they have extended contact and tried to make amends! But I can’t help feeling that it’s only because my blog post went viral (thank you so much for sharing it btw!!!). I told them I don’t expect anything besides what I’m entitled to (a full refund) so I’m appreciative.
But I don’t want to be singled out for special treatment because of my blog post. I’m not the only person affected by their overbooking this CNY and I asked if they would make amends for everyone else affected this time. I would ask for everyone else ever wronged hahaha but I think that would be too difficult and too much for them to stomach. One step at a time. Cross fingers for their reply!
UPDATE:
Malaysia Airlines have issued a response to my request. See the update HERE.
Comments (242)
Sent the link to local media.
Sent the link to local media.
Sent the link to local media.
i agree with this one..
i always check in online as early as possible. airasia and mas, some times 2 days before (48h-ish)
I also don’t know whats the reason we can check in 48h before. I did it for no reason actually.
but reading from ur case, for sure NOW i will check in asap.
i agree with this one..
i always check in online as early as possible. airasia and mas, some times 2 days before (48h-ish)
I also don’t know whats the reason we can check in 48h before. I did it for no reason actually.
but reading from ur case, for sure NOW i will check in asap.
i agree with this one..
i always check in online as early as possible. airasia and mas, some times 2 days before (48h-ish)
I also don’t know whats the reason we can check in 48h before. I did it for no reason actually.
but reading from ur case, for sure NOW i will check in asap.
I’ve heard before that it’s standard practice for most airlines to overbook, as some customers might not show up. That way, they can still offer to sell last minute tickets at high prices for people who are desperate.
By checking-in, basically, you’re confirming your attendance. I think the 48h is because if they open too early, people just click confirm and then forget/change of plans etc.
Edit: checking-in also notifies the airlines that you will be there. This is important especially if you’re on transit flights and then you’re running late from delays. It happened twice to me, once in Frankfurt where i was stuck in security and once i passed through, someone greeted me and led me through quickly, saying I was the last one to board. Another time at Heathrow, they made an announcement asking me to contact anyone to ask for assistance. They then led me through, quickly, again I was the last one.
I’ve heard before that it’s standard practice for most airlines to overbook, as some customers might not show up. That way, they can still offer to sell last minute tickets at high prices for people who are desperate.
By checking-in, basically, you’re confirming your attendance. I think the 48h is because if they open too early, people just click confirm and then forget/change of plans etc.
Edit: checking-in also notifies the airlines that you will be there. This is important especially if you’re on transit flights and then you’re running late from delays. It happened twice to me, once in Frankfurt where i was stuck in security and once i passed through, someone greeted me and led me through quickly, saying I was the last one to board. Another time at Heathrow, they made an announcement asking me to contact anyone to ask for assistance. They then led me through, quickly, again I was the last one.
I’ve heard before that it’s standard practice for most airlines to overbook, as some customers might not show up. That way, they can still offer to sell last minute tickets at high prices for people who are desperate.
By checking-in, basically, you’re confirming your attendance. I think the 48h is because if they open too early, people just click confirm and then forget/change of plans etc.
Edit: checking-in also notifies the airlines that you will be there. This is important especially if you’re on transit flights and then you’re running late from delays. It happened twice to me, once in Frankfurt where i was stuck in security and once i passed through, someone greeted me and led me through quickly, saying I was the last one to board. Another time at Heathrow, they made an announcement asking me to contact anyone to ask for assistance. They then led me through, quickly, again I was the last one.
We faced the similar issue. We booked and paid for our flight from kl to Penang, and my fience’s flight from kl to alor setar on 26 Jan 2017. We wanted to have a web checking on 24 Jan 2017, and surprisingly we count found our checkin details. Therefore, we made an international hotline call for enquiry, and the operator told us that my flight is under wasiting list and they are not able to confirm my seat now, and my fience’s flight from kl to alor setar was being cancelled without notifying us at all!! We never received any email or msg or call to inform the above. Hence, we were asked for compensation due to their overbooked, they made us in trouble how do we get our way back from kl to our home in this last minute, and their replied was they could refund us the flight ticket but we have to write in for request. In my understanding, refund is a MUST because we made the payment and they couldn’t get us another flight. MAS also not able to compensate us anything!
We were so disappointed with MAS. They ruined up our Chinese New Year.
We faced the similar issue. We booked and paid for our flight from kl to Penang, and my fience’s flight from kl to alor setar on 26 Jan 2017. We wanted to have a web checking on 24 Jan 2017, and surprisingly we count found our checkin details. Therefore, we made an international hotline call for enquiry, and the operator told us that my flight is under wasiting list and they are not able to confirm my seat now, and my fience’s flight from kl to alor setar was being cancelled without notifying us at all!! We never received any email or msg or call to inform the above. Hence, we were asked for compensation due to their overbooked, they made us in trouble how do we get our way back from kl to our home in this last minute, and their replied was they could refund us the flight ticket but we have to write in for request. In my understanding, refund is a MUST because we made the payment and they couldn’t get us another flight. MAS also not able to compensate us anything!
We were so disappointed with MAS. They ruined up our Chinese New Year.
We faced the similar issue. We booked and paid for our flight from kl to Penang, and my fience’s flight from kl to alor setar on 26 Jan 2017. We wanted to have a web checking on 24 Jan 2017, and surprisingly we count found our checkin details. Therefore, we made an international hotline call for enquiry, and the operator told us that my flight is under wasiting list and they are not able to confirm my seat now, and my fience’s flight from kl to alor setar was being cancelled without notifying us at all!! We never received any email or msg or call to inform the above. Hence, we were asked for compensation due to their overbooked, they made us in trouble how do we get our way back from kl to our home in this last minute, and their replied was they could refund us the flight ticket but we have to write in for request. In my understanding, refund is a MUST because we made the payment and they couldn’t get us another flight. MAS also not able to compensate us anything!
We were so disappointed with MAS. They ruined up our Chinese New Year.
We faced the similar issue. We booked and paid for our flight from kl to Penang, and my fience’s flight from kl to alor setar on 26 Jan 2017. We wanted to have a web checking on 24 Jan 2017, and surprisingly we count found our checkin details. Therefore, we made an international hotline call for enquiry, and the operator told us that my flight is under wasiting list and they are not able to confirm my seat now, and my fience’s flight from kl to alor setar was being cancelled without notifying us at all!! We never received any email or msg or call to inform the above. Hence, we were asked for compensation due to their overbooked, they made us in trouble how do we get our way back from kl to our home in this last minute, and their replied was they could refund us the flight ticket but we have to write in for request. In my understanding, refund is a MUST because we made the payment and they couldn’t get us another flight. MAS also not able to compensate us anything!
We were so disappointed with MAS. They ruined up our Chinese New Year.
BTW. my FIL couldn’t make it to the airport on a flight to Auckland. only my MIL checked in 3h before. surprisingly in 3h, they managed to replace my FIL seat with someone else.. LOL
my MIL thought she would get extra space next to her.
BTW. my FIL couldn’t make it to the airport on a flight to Auckland. only my MIL checked in 3h before. surprisingly in 3h, they managed to replace my FIL seat with someone else.. LOL
my MIL thought she would get extra space next to her.
BTW. my FIL couldn’t make it to the airport on a flight to Auckland. only my MIL checked in 3h before. surprisingly in 3h, they managed to replace my FIL seat with someone else.. LOL
my MIL thought she would get extra space next to her.
BTW. my FIL couldn’t make it to the airport on a flight to Auckland. only my MIL checked in 3h before. surprisingly in 3h, they managed to replace my FIL seat with someone else.. LOL
my MIL thought she would get extra space next to her.
All business are for profit. Airline playing statistical game to boost income with overbook thing but they must also provide adequate compensation as return.
Customer have done nothing wrong in this case. So, just stop tell customer what to do to avoid this thing. Airline is the one have to handle well if they want to play this game.
All business are for profit. Airline playing statistical game to boost income with overbook thing but they must also provide adequate compensation as return.
Customer have done nothing wrong in this case. So, just stop tell customer what to do to avoid this thing. Airline is the one have to handle well if they want to play this game.
All business are for profit. Airline playing statistical game to boost income with overbook thing but they must also provide adequate compensation as return.
Customer have done nothing wrong in this case. So, just stop tell customer what to do to avoid this thing. Airline is the one have to handle well if they want to play this game.
All business are for profit. Airline playing statistical game to boost income with overbook thing but they must also provide adequate compensation as return.
Customer have done nothing wrong in this case. So, just stop tell customer what to do to avoid this thing. Airline is the one have to handle well if they want to play this game.
Maybe everyone should try to experience other airlines often as well. After sometime, you’ll find out that all airlines are the same. But obviously normal airlines are way better than budget airlines in certain ways (luggages and the seat and the crampy feeling). That’s why you never wanna buy budget airlines anymore unless you are on tight budget. MAS is still the best, and yeah obviously emirates are cool too.
p/s: I often get mad at the staff too when this kinda thing happened, but my dad always remind me to talk nicely. So after I changed the way I talk to the staff (when Im mad), I feel better, they feel good, they’ll try their best to help you out. Raging wont do you any good. Just be nice to others. Trust me
Hope you have a wonderful time with your family. Gong Xi FA CAI ^_^
Hey Audrey,
An airline can only deny your boarding IF you volunteer to give up your ticket OR there are no volunteers to give up their ticket..
So, regardless of whether you’ve volunteered or been involuntarily denied boarding, the airline should immediately offer you compensation. The type of compensation depends on your situation, but should include meals, phone calls and internet access, accommodation and transport and the choice between a full refund or a replacement flight.
It’s clearly that your rights as consumer and human has been completely violated and ripped off..
I totally understand your predicament and it is not something new with airlines, whether budget or not. I support freedom of speech but if you are using your platform to voice out your dissent, i totally support you. But if you are using your platform to get a refund and if MAS really give you some sort of refund/compensation, i hope you will reject it because i think you want to highlight the problem and not trying to gain something out of this post. That said happy chinese new year to you and your family! Safe trip back to kl!
Looks like MH (Malaysian Hospitality) went down the drain since the Economy Downturn, Missing Flight and our current political situation.
Same as your Husband, I’ve been a loyal MAS Customer ever since and so far I never had any bad experience (only delayed Luggage for 3 days, because it ended up in Manila for no reason.)
I have 3 flight with MAS this year (2 long haul and 1 domestic) and cross finger.
Happy Lunar New Year to you and your family.
I’m sorry that your CNY trip got slightly off track but here are a few things that should have been done by YOU:
– check in online (especially when you used points to get your tickets and it’s a peak period for travels). You had 48 hours to do so and some airlines only allow you to check in 24 hours before the flight. Checking in online is even more crucial when you’re traveling with young ones (I’m a Mother with 2 under 3) to secure the seats I want. I usually even call the airline a day early to confirm my seats again.
– When traveling with young ones, I’m usually at the airport 2.5 hours before flight time. In your case, I would have been there at 8:45am instead. I would have factored in unpredictable traffic, unpredictable toddler tantrum, leaky diapers, hungry baby, etc. I dare not cut it so close.
– you shouldn’t have taken the tickets they issued “hastily”. That’s a good enough sign that you’ve accepted their apology and technically they did refund you. You could have gone home with your kids and waited to go back to the airport to board the 4pm flight. I understand your kids need to have dinner and all but you could prepare snacks/meals when you’re at home waiting for your 4pm flight. I’ve traveled with my kids at odd hours to the States and Europe. I do not worry about feeding them dinner an hour late 🙂
That’s my two cents worth.
MAS should have called you to confirm that you were going to show up for your flight though. In that regard, they made a HUGE mistake. My Husband was on transit in the States 2 days before Christmas. In between flights, his seat was sold to someone else! He had a ticket issued and he was on transit! He ended up arriving home on Christmas Eve. Now, that’s messed up. I once was traveling with my 1 year old and husband. Again, on transit with tickets in hand and they decided to put the 3 of us on different seats. I had specifically called to have the bassinet point seats for my child. They gave away our seats to 3 adults with no kids because be adults “needed” extra leg room. Now, that’s a whole other messed up for a 12 hours flight.
So, what I’m trying to say is, your situation was not that bad. You were compensated. You just refused to board the flight foregoing your compensation. Not a good idea on your part as you ended up with backache and all. Did you end up in a jam? If so, your kids ended up having dinner late anyway?
The last time i took MAS was about 1/2 year back when i had to transport my dog by flight (Apparently for domestic flights only MAS accommodates to pets). I tried calling repeatedly to ask for the documentation needed for the transportation of pets, i called their hotline over and over again with no answer, so i had to show up at the service counter in KL Sentral to ask for such a simple info. They told me i need to check in my pet FIVE hours in advance. I clarified with them a couple of times and they insist on the five hours timing.
Not wanting to encounter any issue, i went and tried to check in my pet 5 hours prior of my flight, i spent almost 1 hour at the baggage counter with my dog in the carrier waiting for them to issue the extra payment for the transportation, finally the payment is completed, when i was about to send my dog in the access baggage area, the officer told me there was no need to send my pet in so early. Apparently i would just have to follow the usual check in luggage timing (1 hour before flight). The officer saw my dog trembling inside the carrier and ask me to send my dog in later 1 hour before my flight. I had to spent almost half a day at the airport, with my dog locked in the pet carrier for so many hours for that inefficiency.
Very sorry to hear your ordeal. Reminds me of the holiday season rush in the US and being bumped off flights like we were fodder. Even got bumped off an Emirates flight once with very little explanation when trying to leave NYC after Sandy hit. Anyway, do make sure you install the MAS app. I fly at least 4 times a month and that app has been really good in making sure I’m checked in, and informing me if there’s a delay. I still go to the counter to have my boarding pass printed, but make sure I checked in way before.
Sounds like a nightmare you don’t need. Sorry to hear all this. However to be fair to MAS, they do announce just about everywhere imaginable that their policy is that economy passengers need to book in “online”. It doesn’t excuse over booking or poor customer service but it does pay to read the MAS confirmation emails.
You can’t check in online because you’re traveling with an infant. Have to do it at the counter!
Booking someone on a later flight AFTER THEY HAVE PAID is NOT compensation, it’s a given. And having a shitty airline experience doesn’t give you the authority to decide whether someone’s outrage is justified just because their situation was “not that bad” compared to yours. You had to hold your baby during your flight? Boo fucking hoo. You should just be grateful you’re even able to – I know someone who doesn’t even HAVE hands, you know!
The reality is that it doesn’t matter whether you arrive at check in 1 hour or 1 minute before check in closes, MAS has the the following policy regarding check in. “Self Check-in is mandatory for Economy Class passengers”. If you choose to ignore a clear guidance and you choose not to take the action that is stated as “mandatory” then you really only have yourself to blame.
No one has been ripped off. This passenger just hasn’t read the clear instruction from MAS “Self Check-in is mandatory for Economy Class passengers departing from KLIA”. If these passengers chose to ignore this, then they really only have themselves to blame. Seems everyone wants to beat up on MAS, rather than point out to this passenger that she should have complied with a mandatory requirement….. Jeez
“I’m not new to taking flights, obviously.” Along the same vein, you are also no stranger to web check in that usually opens 24–48 hours before departure. Overbooking flights is a very common phenomenon in the airline industry, albeit more common in the US than anywhere else. However, this is not technically an “overbook” since you were bumped by passengers who were bumped off a delayed flight… and started this chain reaction. If you have checked in later, then you have very little clout on getting a seat for a flight filled with already delayed passengers.
I am definitely sympathetic about your situation—it is no fun to be stuck in an airport with two young ones, let alone in a car on a long ride from KL to Penang. However, in your situation, it does pay to be a better prepared and informed passenger.
Just like the popular saying goes, you don’t have to be the fastest runner in the world to outrun a leopard. All it takes is to outrun the slowest person. And unfortunately, you came out a little behind with the late on-the-spot check-in, while others have already done their web checkin.
p/s: You mentioned about paying for your infant seat ticket—yes, but you also know that airlines cannot legally fly an infant without any accompanying adult. If you bought your tickets instead and redeemed an infant ticket using Enrich (if that is ever possible), perhaps MAS will be forced to accommodate you in one way or another.
She checked in at a Business Class Counter. So obviously she was travelling in Business Class and Not Economy Class? Doesn’t Business Class have certain privileges over Economy Class??
She said “Fatty”, whoever that is, was a gold card member. Gold card member has the privilege to use business class check in counter even when traveling economy. I fly over 100,000 air miles with MAS each year, they aren’t the best airline in the world but they certainly aren’t the worst. I support them because they deserve to be supported not beaten up by ignorant people who want to complain about events that result from their own stupidity and because they ignored the airline guidelines.
You’re partly correct in saying selfcheck is mandatory for economy class passengers. It clearly states for domestic flight the counter closes 40 minutes prior to departure.
It’s very unusual for airlines to bump off their gold customers and it’s the first time I’ve ever heard a oneworld airline doing so.
I fully sympathise with your situation. It’s clear what MAS thinks about your loyalty. Unfortunately u don’t have much other choices
What stupidity? They arrived 40 minutes before departure. They qualify for self check in. The airline doesn’t say online check is mandatory.
Perhaps you should check your facts properly before hurling insults on this couple
You need to check your facts fully. You have forgot to mention that self check in ksiok closes 40 minutes before departure. She arrived plenty of time.
Self Check-in is not online check-in. Get your facts right. Would she have her seat if she went to the self check-in kiosk and checked in instead of the MAS counter? Considering that there were no more seats available for her to check in?
Stop misleading others.
That is very rude for someone to put salt over another person’s scar. Mind your words, please.
Didn’t you read his first paragraph correctly?
My suggestion is to lodge your complain to mavcom, Malaysian aviation commission, http://www.mavcom.my.
Please stop misleading people with wrong information. Self check-in is not online check-in. They RECOMMEND online check-in, but it’s NOT MANDATORY.
To clarify your question of ‘margin of time’, passengers CAN check in 48 hours before departure. It doesn’t matter if you reached 2 hours before, check in is available 48 hours prior.
Did these people “self check in”? No!!
Rude? Isn’t it rude for all these keyboard warriors to beat up on the national airline carrier like a bunch of vultures over a dead carcass. Without knowing both sides of the story. Where’s your patriotism.
Did they self check in? …… which is mandatory! No! So who is misleading who?
Please read the post carefully. They arrived 1.5 hours before departure. MAS had already bumped them off the flight regardless of whether they self ksiok check in or not. If the seat was still available, MAS could have checked them in/self service ksiok. That is not acceptable, esp to a gold/plat member
Dude, they had no seats to self check-in cos it’s already been given away. Do you seriously think that if they went to self check-in kiosk instead of the MAS counter that their seats would miraculously appear?
Self check-in or not, their seats have already been allocated to others when they got to the airport. At this point, self check-in no longer matters.