I would like to share about my worst experience I have encountered with Malaysia Airline.
It happened on the 10th of December, I was looking forward for that day because I got the opportunity to travel to my favourite country, Japan. Since the departure time scheduled at 11.55pm, I went to the airport early as I worried that the check in counter will be crowded.
After all the hassle I gone through, I finally board the plane. The plane is spacious since it is a A380. Sharp at 11.55pm, my flight bound for Narita, Japan departed from KLIA. I was enjoying my movie, The Meg during the flight.
30 minutes later, I noticed that half side of the plane blackout, there was no light and the on screen entertainment was not working. 10min later, the pilot announced that they have to make an emergency departure back to KLIA since there is tecnical problem occur. After landed at KLIA, technicians checked the plane but unable to find out what causes the blackout.
Since customer safety is Malaysia Airline priority, they have to cancel the night flight for all passenger and schedule another flight to Japan tomorrow. After the announcement made, some of the customers are frustrated since some of them are unable to make it for business appointment or some of them have to delay thier travel itineraries by one day. As for me, I can’t do anything but to follow the instructions of the staff.
We are required to gather at a place dedicated for passengers who have their flight cancel. Some customer even scolded the staff for not handling the problem professionally and efficiently, while others are just queuing up to receive their compensation. As for me queuing up for more than 4 hours just to receive my new boarding pass is quite frustrating as there are more than 300 passengers to handle. When I received my boarding pass, I requested the staff to have my luggage send to the conveyor belt. They promised me that my luggage will be there . When I reached the conveyor belt, nothing was there. So I went to the lost and found centre to ask about my luggage, they requested my luggage bar code and told me that they will bring it to me.
I waited for 2 hours and ask the staff on duty, he said that there are not enough staff to handle the luggages during that time, which is 6am, because there are other departure and arrival flights to handle. It is unacceptable to say that there are not enough staff to handle the luggages when I have already requested my luggage 2 hours before. Then, the staff provide me another solution. He asked me to file a loss and found complain, and provide description about my luggage, he will then have someone send my luggage to my home prior to my flight. He could have just suggest it earlier, wasted so much of my time.
After all the hassle I have gone through, it was 8am. Just because of a flight cancellation, I spend more than 6 hours in the airport. In the end, I just call a Grab to fetch me home. It was an exhausting day, but I have the opportunity to experience something I never had before in my life.
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