Malaysia Airlines Changed Flight Dates Which Has Messed up Our Accommodation Booking

jeolefmo on 10/06/2022 - 15:42
Last edited 10/06/2022 - 15:57 by 1 other user

Hi all,

Let me initially lay the foundation:

I was supposed to go away for my Bucks with 7 friends heading to Koh Samui for 6 days in April 2020. Unfortunately COVID happened, so we were forced to cancel our trip. Malaysia Airlines initially gave us the option of a refund, or a travel voucher. In order to keep it as clean as possible with the best chance of all of my friends still being able to travel at a later date, we decided on the voucher of $880 (big mistake).

Fast forward 2 years, Malaysia Airlines contacted us saying that we must book our next trip by July, with actual travel needing to occur before December 2022 or have our vouchers cancelled. While three of the original participants were forced to cancel due to financial issues and having new families, four of us were reluctantly given the green light from our significant others.

So we rebooked 2 months ago with the additional payment of $550 for the difference in fare. Now, Malaysia Airlines have just emailed me saying that some of our flights have been changed. After travelling many times previously, I assumed that these changes would be give or take an hour difference on each end. Unfortunately this was not the case.

Instead, the airline changed our departure dates from a 15h travel time on the 14th of July to a 26h travel time on the 16th. Our return dates were also changed from the 21st to the 23rd. Our original departure dates were specifically chosen for the low travel time and also our return dates to give us a few days grace before the end of the school holidays.

This change has also messed with our accommodation, as we are unable to shift our dates to fit with the new flights as the property has been booked for those dates.

Is there anybody out there with any advice?
What can we do?

Travel

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Comments

    • Hybroid on 10/06/2022 - 15:54
      +44

      If the airline has changed your confirmed booking dates of their own accord then you are absolutely entitled to a full refund or rebooking to a date & time that suits you.

      You are not entitled to anything else you want to demand. Especially not compensation for accommodation, that's nothing to do with them. Your travel insurance might bridge the gap though, worth checking policy and asking them.

      • FirstWizard on 10/06/2022 - 16:23
        +3

        This^

        https://www.accc.gov.au/consumers/health-home-travel/flight-…

        You're guaranteed a full refund (usually to the original form of payment) if it's by a fault of the airline.
        Some airlines do compensate in terms of accommodation/meal vouchers if you get stuck in a third country, but still, rare these days

      • jeolefmo on 10/06/2022 - 18:36

        Thanks mate! That’s what we wanted to hear.
        Just weren’t sure if the ACCC would hold any clout against an international company.

        • FirstWizard on 12/06/2022 - 15:32

          They have to have an ABN to trade in Australia, and if they do they should answer to ACCC is my understanding.

      • HeWhoKnows on 11/06/2022 - 18:20
        -3

        And why is this irrelevent detail?
        This post could be cut right back to just 2 lines

        So dear OP
        Stop complaining to us
        Stop boring us with irrelevent detail
        Just cut to the chase

    • Bonbi on 10/06/2022 - 16:27
      +9

      That email reads like a standard Karen I want to speak to the manager rant

      • SF3 on 10/06/2022 - 16:38
        -1

        standard Karen Pam

        FTFY

    • freefall101 on 10/06/2022 - 17:10
      -1

      Reduced travel time? What do you want them to do, speed up the plane for you?

      Ring them up and see what other flights are available, if none ask for a refund. Easy (except that you'll probably be on hold for 100 years)

      • jeolefmo on 10/06/2022 - 18:40

        No, reduced travel time means not spending 26 hours in transit in comparison to the 15h we originally chose.

    • dufflover on 12/06/2022 - 18:37

      or
      2. Business Class tickets for each of the 7 hour flights.

      I don't get it. You make a huge song and dance about being screwed over the with the dates both in accommodation and family arrangements either side, and the overall travel time … but clearly not that important if business class somehow makes up for it?
      Dunno about everyone else but to me that's an own goal thing to say.

    • thom on 12/06/2022 - 20:02

      what did you expect when you booked with Malaysian Airlines? I'm surprised none of your 7 friends vetoed that poor decision, given that they have young families.
      Take a refund and spend money on an airline that has a better chance of bringing you home. A layover in a cheap airport in Malaysia is always going to cause you trouble. Surely there are cheaper flights that are direct to Thailand and not from such a disastrous company.

  • Dean29 on 10/06/2022 - 15:53
    +12

    Should have taken the refund

    • jeolefmo on 10/06/2022 - 18:41

      Hindsight is a wonderful thing.

      • photonbuddy on 12/06/2022 - 13:02
        +3

        Hindsight is a wonderful thing.

        It is, but likely entirely unnecessary in most cases like this.

        Unless you get a cracking deal that's not likely to be repeated, ALWAYS take the refund.

        Why tie yourself to that retailer?

      • thom on 12/06/2022 - 23:24
        +1

        Hindsight is a wonderful thing.

        You say that.. but you booked flights with Malaysian Airlines!

  • No on 10/06/2022 - 15:58
    +3

    Have you spoken to them since you got the notification of changes? It might be fixed with a phone call.

    • itx on 10/06/2022 - 17:35
      +4

      Yes completely agree! Give them a call and tell them what you prefer. Solving this via email will likely take a long time.

      Also, keep your message to what you want now, and keep it within reason - the agents you're talking to need to operate according to rules, and your sob story won't be any better than the next person's unfortunately.

      The alternative flights you proposed seem reasonable so they should be able to get you onto those. The comp us business upgrades thing is not going to happen. The reimbursement/refund option is also very reasonable for the travelling party, but I can't see them extending that to your friends who aren't travelling (and you including them into this confuses things and reduces the likelihood of the option happening for everyone in the group)

  • SF3 on 10/06/2022 - 16:06
    +3

    Welcome to the world of traveling during "covid" times.

    Change are expected, and change will happen.

    Please put on your seat belt whilst we are travelling into an area with turbulence.

  • CyberMurning on 10/06/2022 - 16:12
    +4

    who fly with them ??? not afraid of disappearing for good?

    • jv on 10/06/2022 - 17:02

      Too soon….

      • infinite on 12/06/2022 - 22:43
        +2

        Shhhhhhhhh, just let the joke quietly vanish into the night sky, never to appear again.

        Just like a Malaysia Airlines passenger.

  • Bonbi on 10/06/2022 - 16:25
    +25

    I'm genuinely confused why anyone would take the flight credit instead of a full refund

    • bgbrendan on 10/06/2022 - 19:15
      +3

      because it is easy. i spent 5 months trying to get money out of qantas when the pandemic started

      • fishandchipss on 12/06/2022 - 11:37

        How did you manage to get in the end? I am still on a flight voucher ):

      • baskinghobo on 12/06/2022 - 13:44

        It blows my mind that airlines can just withold your money like that without providing you the service that you paid for. It's basically theft since by making it extremely difficult to get your money most give up.

  • MS Paint on 10/06/2022 - 17:32
    +4

    four of us were reluctantly given the green light from our significant others.

    6 days in Koh Samui for a lifetime of pain and suffering.

    Retreat. Retreat. Retreat.

    • [Deactivated] on 10/06/2022 - 17:46
      +6

      more like a 6 day break from a lifetime of pain and suffering

      • MS Paint on 10/06/2022 - 17:48
        -8

        Either way, IMHO, a bunch of grown married men going to a SE Asian getaway for 6 days is pretty tacky.

        • [Deactivated] on 10/06/2022 - 17:52
          +4

          who cares what looks tacky? it's fun

        • geoffs87 on 12/06/2022 - 13:33

          Very judgemental…

          We’ve done a similar thing for a few of our bucks parties over the years, usually involves staying in cheap accommodation on the beach, eating cheap food, drinking cheap beers and having a well priced relaxing time with friends. There’s a few single mates, so we’d hit backpacker bars for their benefit - everyone’s happy.

          Went to the GC for one bucks, spent more money and had less fun…

          • MrThing on 12/06/2022 - 17:12
            +2

            @geoffs87: Least in the GC you get a free trip to a high quality hospital after you get king hit or stabbed

        • MrThing on 12/06/2022 - 17:11

          Depending on the time of year, koh samui isnt exactly party central that maybe krabi or pattaya is

          I went for a honeymoon for a week and it was very quiet and relaxing (2018)

    • Ocker on 10/06/2022 - 18:58
      +1

      Having been to Koh Samui several times in the past it was not the best choice for a boys night out in the first place.

      • jeolefmo on 10/06/2022 - 19:56
        +1

        We’re not big partiers. Just want nice beaches and good food to be fair.

        • Lovemydeals on 11/06/2022 - 10:01

          If you can cancel your flights, maybe try something closer to home - Noosa, QLD has nice beaches & the food is quite good.

  • [Deactivated] on 10/06/2022 - 21:48

    Had this happen to me, they switched me to a better flight date that would've cost me quite a bit more so I'm happy. I use booking.com when booking accomodation, they often provide free cancellation until the last minute.

  • Myone888 on 11/06/2022 - 07:43
    -2

    You gotta remember MAS is not subjected to Austr consumer laws!

    • Krogers on 11/06/2022 - 10:41
      +3

      If OP booked in Australia then yes they very much are subject to ACL

      • MrThing on 12/06/2022 - 17:07
        -1

        Good luck, read the terms and conditions. You might get a full refund, but thats about it.

        We dont have a robust airline compensations scheme like in the EU because like america - lobbyest and corporations have too much sway in the development or amendment of laws

  • iCandy on 11/06/2022 - 09:02

    My flights to NZ by QANTAS were cancelled and I’m not flying until 27 March next year! A lot of the airlines are cancelling flights atm. I’m flying to NZ for my son’s wedding so absolutely cannot change dates unlike you and your mates. Virgin, so far, seem to be keeping to their listed flights. Anyone had any issues with Virgin?

    • That Guy on 13/06/2022 - 14:40
      +1

      Virgin canned my flights to Queenstown and back for July this year. Offered a full refund which I accepted then cancelled then rest of my trip.

  • tabitha731 on 11/06/2022 - 09:10
    -2

    This is where the travel insurance you bought cones in to help… did u buy the insurance? Or too cheap to buy it? If u cant afford the insurance, u cant afford to travel.

  • onthehunt on 11/06/2022 - 09:39
    +1

    My friends flight to Bangkok got changed too, MAS wanted them to come back a day earlier. Totally understsnd your frustrations, i've been through the stress- breathe in, breathe out. Give them a call and just say the new flights don't suit you, they will find flights as close as possible to your accommodation dates - my friend got a better flight and paid no difference. 23h layover sucks, but isn't too bad, could you use that time to check out KL? Emailing them won't get you anywhere - they give robotic responses. If new flights don't suit you, call your travel insurance and they will help you. Try not to let this ruin your holiday, the few days in Thailand will be worth it!

  • Lovemydeals on 11/06/2022 - 09:57

    I haven't flown in a while. What experience (if any) have people had with airlines such as Singapore Airlines, Thai or Qantas?

    Is it much of the same or are they relatively more reliable?

    • Brendoo on 11/06/2022 - 14:28
      +1

      No issues with Qantas or Emirates international since November 2021 for me. Flights not changed at all and on time. Some international flights only 10% full (A380) so everyone gets a whole row of seats to themselves in economy. Best flight experience I’ve had in decades. Won’t last once everyone starts travelling again though.

    • MrThing on 12/06/2022 - 17:06
      +1

      Singapore airlines is my number 1 go to, even if its slightly more expensive (couple hunge), then Emirates

      Qantas only if those other 2 cant deliver, even then id probs try qatar, etihad or cathay pacific before qantas

  • Belv on 11/06/2022 - 10:17
    +3

    I'm more confused why you chose to transit through Malaysia when Jetstar. Qantas. Thai airways and bangkok airlines so traveled direct to Thailand ……

    • MrThing on 12/06/2022 - 17:04

      Clearly at the time of the original flight booking they were the cheapest

      Some people are happy to transit via another country if its only a cpuple hours and its cheap(er)

  • OzHunterNSW on 11/06/2022 - 18:28

    Just book extra accommodation for the first leg. Forget about messing up the end. Live with it

  • snirodha on 12/06/2022 - 10:50
    +1

    Seriously dude. Contact them and see what they offer instead of creating thread in OzB.

  • Vote for Pedro on 12/06/2022 - 11:17

    They would have given you an opportunity to cancel for a refund or to accept the change. Did they do that?

  • Pudina Chutney on 12/06/2022 - 11:28
    +2

    MH370 and MH17….

    • yadq on 12/06/2022 - 12:54
      +5

      Past performance is not a reliable indicator of future performance. T&Cs apply. Book tickets responsibly.

  • terrypoon on 12/06/2022 - 11:49

    FYI
    I have to wait for 7 months for refund to credit back to my account.

  • kaleidoscope on 12/06/2022 - 11:51
    +2

    my exp with with them is atrocious. They cancelled inlaw’s tickets due to covid and would refuse to refund and instead offered credit. Their flights did not operate for a whole year and half during the time we had to book a separate flight for inlaws to fly back. We had long conversations with them and in the end they agreed for partial refund. Needless to say will be our last flight with m’sian airlines.

  • gromit on 12/06/2022 - 13:29

    Last week was literally the first return flight I have not had 1 or in many cases 5 or 6 changes to since the start of covid. really if you can get a refund then do so, Changes are pretty much the norm now as it is so easy for a flight to be cancelled/delayed/moved due to a flight crew being taken out by Covid. As others said you are not entitled to much else except refund/voucher. It could be worse, one change to mine cost me over $1000 from non refundable flights that I could not change as it was with a different airline (stupid mistake when booking and not realising the fare type)

  • MrThing on 12/06/2022 - 17:03
    +1

    Bloody airlines, the only one I can wholeheartedly say has never let me down in almost a decade of yearly overseas trips is Singapore airlines or Emirates

    The rest are puss, with qantas being one of the worst

  • thom on 12/06/2022 - 19:15
    +3

    Why would anyone want to fly with Malaysian airlines?

    A friend of mine was thrifty and made a poor choice to fly with this airline. He was one of many that disappeared on MH370.

    It's one thing to have 2 recent disasters - it's another to behave the way Malaysian Airlines did during the MH370 disappearance that prevented investigations from locating the crashed flight.

    Malaysian Airlines can do a lot worse than delay your flights.. the small amount you save on your flight you end up paying in other ways, which is what OP is experiencing now.

    • callmechicky on 12/06/2022 - 21:16
      -6

      I wouldn't trust anything with the 'sian' in it, we all know quality comes from the first world countries, common sense really the rest is just junk and gross.

  • ddhar on 13/06/2022 - 07:07

    I hope OP booked refundable accomodations.

    Good luck trying to get the listed demands met.

  • gimme on 13/06/2022 - 07:58

    Good luck
    By the way, your first sentence is literally incorrect lol Figuratively makes sense though.

  • KaraZorEl on 21/06/2022 - 10:00
    +1

    I had so many bad experiences with Malaysian Airlines that I wouldn't fly with them even if offered free business class around the world. Few years back they messed up our xmas travel booking when we called the contact center to add our infant to one of our tickets. They booked a bassinet, added his details and did everyelse to add him to our ticket but left out the most important part - issuing him a seperate ticket. Each person travelling has to have a seperate ticket. On the day of the flight, we were denied boarding at MEL airport because my son didn't have a ticket and until we couldn't board until we bought a ticket for him. Worst of all, we could only buy tickets via their contact center. Long story short, they needed a week to investigate how this happened and wouldn't issue a ticket until then. We had to travel urgently and ended up rebooking with Singapore paying $2500 per person on 25 Dec! After a lot of back and forth, they admitted their mistake and offered vouchers which we had to collect from a Malysian airlines counter in KL airport!!! We when we said, there is no way we will coming to KL anytime soon and they said "you have a year to come and collect". I have never seen such utter incompetence built into the process to deny refunds. We lost close to $3500 on that booking. Took it to ACCC and Fairtrade VIC both knocked back saying they can't do anything as Malysian airlines is not registered in Australia.

    Again, in March 2020 due to covid border closures we had to cancel my in-laws tickets who were flying into Australia. Malaysian offered vouchers but insisted that we could "only use them to book for the original travellers" even though my partner had paid for it using his MAL account. Thankfully, we had paid using Paypal. Raised it with Paypal, and got full refund within a week from Paypal. So avoid them at any cost! They are an airline that badly needs a full overhaul.

    And always pay with Paypal (if possible within paypal's 180 days window).

  • j0hnd0e on 03/07/2022 - 15:12

    Your first mistake is booking malayasian airlines. Your second mistake is accepting flight credits.

  • sydsm on 05/07/2022 - 14:31

    Malaysian Airlines - I went from a fan to a total brand detractor. During covid, they cancelled two airfares, strung it out for so long, promised refunds and in the end, nothing eventuated. Thank god I was aware of Credit card reverse charge and got my money back before the cut off. Now even if I see Malaysian has dirt cheap fares, I wont risk booking with them.

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