Following the announcement of 15th General Election polling dates, it appears that Malaysia Airlines is struggling to cope with heavy traffic on its website. Several customers have complained about not receiving their flight ticket confirmation despite successfully making their payments.
Several calls to Malaysia Airlines’ hotline at 1 300 88 3000 revealed that its customer service representatives are unable to check for booking status as their system is down. One of them told us that they were getting a blank screen and apologised for not being able to provide any assistance at the moment. Customers were told to call back a few hours later to check again on their flight status.
On social media, there are several customers who have complained about having their funds deducted from their bank account or eWallet, but have not received their flight itinerary. This leaves customers in limbo as ticket prices are expected to increase by the hour due to the mad rush by voters to fly to their respective constituencies.
SAME HELLO @MAS i dah stngh jam on hold with your call center https://t.co/L9IkybvICy pic.twitter.com/ADGrLhbF4u— aaron🎗️🧣 (@aruncipun) October 20, 2022
I’ve personally booked a flight on Malaysia Airlines using Shopback’s BNPL feature which has been completed successfully but I’ve not received a confirmation email. The airline’s payment gateway 2C2P has shown a payment approval page and has also sent out a confirmation email on the successful transaction with the reference number.
At 1pm, I’ve contacted Malaysia Airlines call centre and they couldn’t find the successful transaction. However, the booking reference number was still valid but it was pending payment. To ensure that I won’t lose the booking, I proceeded to make another payment for the same booking number but I got the same problem again.
The payment gateway returned another “payment approved” message with a confirmation email, but the flight’s reference number is still not confirmed on Malaysia Airlines’ end. We have reached out to Malaysia Airlines on the matter and we will provide an update if there are any new developments.
Paid flight ticket with @MAS not once but Twice! But have not issued a single ticket. Called MAS hotline 3 times yesterday and they can't help because MAS ticketing and payment gateway are struggling to load from their end. This is unacceptable for a national flag carrier. https://t.co/EceNSd8DOA pic.twitter.com/omJjl8wHx3— Alexander Wong (@alexwnl) October 21, 2022
The national flag carrier has also launched a “Jom Balik Mengundi” campaign with 20% off all seats on all domestic flights within Malaysia. This is applicable for bookings made from now until 19th November 2022 for the travel period between 11th to 27th November 2022.
Malaysia Airlines has also added flight frequencies for several destinations and upgraded several flights from Kuala Lumpur to Kuching and Kota Kinabalu to a larger A330 aircraft to accommodate the surge in demand.