Our Compensation Clinic case this week stems from a flight I had with Malaysia Airlines a few months ago that got cancelled and re-booked to a later connection on an A380 which then didn’t have Business Class catering loaded.
I previously wrote about this case as a Whine Wednesday when Malaysia Airlines started to cancel and consolidate their flight each afternoon on the Kuala Lumpur – Bangkok – Kuala Lumpur route.
You can access the previous article here.
Malaysia Airlines presently cancels several flights daily on their Bangkok rotation and instead uses one Airbus A380 Aircraft.
These cancellations are not due to operational reasons such as defective aircraft or staff shortage but simply because MH is attempting to save money and in that process doesn’t fulfill their contractual obligations to passengers.
Malaysia airlines is a scheduled carrier that sells tickets per a pre-determined schedule unlike a charter airline. The behavior of cancelling flights on the same day for roughly a week is therefore unacceptable. It’s clear that the airlines management knows days before they will cancel certain flights yet they will only inform passengers about this on the same morning of their departures, delaying them for hours. This affects especially the afternoon rotations to Bangkok.
On Sunday July 8th MH cancelled 3 flights and moved all the passengers into their Airbus A380 departure MH 780. I was delayed by 3 hours and informed by MH via Email at 10am the same morning.
These are the emails customers receive :
And the flight status that can be checked on the website:
One on board the flight attendant then informed Business Class passengers that the company had not catered any business class meals for the A380 flight. What was eventually served was simply disgusting!
I filed a complaint with the Malaysian Aviation Commission (MAVCOM) asking them to review the case and included a compensation demand including damages for a prepaid limousine service at BKK.
After two following conversations their customer relations agreed to credit 20,000 Enrich Miles.
I didn’t even have an account at that point and just opened one for that purpose. Enrich also gives new customers 1,000 extra miles for the first flight activity. Coincidentally I had a cheap Economy one way between Bangkok & KL in the same week which wouldn’t have gotten any credit with BA Executive Club so I took advantage of this.
Malaysia Airlines also agreed to reimburse for the Limousine Service (I’ve yet to receive that payment).
This is the first time I’ve ever gotten compensation from Malaysia Airlines for the dozens of grotesque situations I had with them. Usually they don’t even reply to complaints for months or at all. So the modus operandi from now on is to file a complaint, get the auto reply and directly forward it to MAVCOM for a fomal complaint. I can just urge everyone to do the same.