KUALA LUMPUR – The severe delay and eventual cancellation of Malaysia Airlines (MAS) flight MH789 has sparked outrage among its passengers.
The flight, originally scheduled to depart from Suvarnabhumi Airport in Bangkok to Kuala Lumpur at 2.25pm yesterday, was first delayed to 3.30pm and was cancelled by 7.30pm.
A passenger known as CK Lew said on Facebook that the delays were made worse by poor communication and management from the airline.
After multiple revised departure times, he said the passengers were informed at 7.30pm that the flight was cancelled without them providing any immediate solutions.
He added that the passengers were then relocated to a hotel, where more delays and inadequate provisions added to their frustration.
“It’s not the delay that I abhor, it’s the handling method, the crisis management and the customer service.”
He also shared a series of issues faced by the passengers, including temporary passport confiscation, poor handling of luggage, and a lack of MAS ground staff throughout the ordeal.
“Where is MH staff throughout? Where is your Malaysian Hospitality that you have been bragging about? What abomination is this?
“Until now, we have not heard from any of them nor even about their sincerity or at least apologetic.”
Another passenger, Rusyainie Ramli, posted on Facebook, saying, “Malaysia Airlines is doing a terrible job in handling all of us. I am beyond furious.”
Rusyainie described how passengers were left scrambling to secure accommodations and expressed frustration over the lack of clarity regarding their rescheduled flight.
“Our flight back home tomorrow is yet to be confirmed. Maybe this will be my last flight ever with Malaysia Airlines. Once is acceptable. But, twice consecutively? Seriously?”
As their posts gain traction on social media, many are calling for the national carrier to provide greater accountability and better service.
So far, the airline has yet to issue any public statements to address the concerns raised by the passengers. – August 5, 2024