Dear friends, I have a terrible experience with MAS. I have written a letter of complaint to MAS CEO on 9/7/08. Until today, no acknowledgement whatsoever... I am forwarding my letter for your information and request your support in telling MAS that what they are doing is unethical, unjust, cheating...Pl send your note or letter to the two addresses of Dato Seri Idris Jala and his personal secretary as below.I do not find email address for complaint except through their website in stand format.

Thank you

Simon Phun

Simon Phun Sen
5, Jln 8, Taman Sg Jelok
43000 Kajang
Selangor
Tel: 012-2082018

07 July 2008

To:

Dato’ Sri Idris Jala
MD & CEO
Malaysia Airlines System

Dear Dato’ Sri,

Re: Flight cancellation KUL-Kunming & re-route on 27 June, PNR No.: J8MDHJ

We,

1. CHANG HIO LY (Mr.),
2. PHUN SEN (Mr.),
3. PAULINE TAN (Ms),
4. KONG TANG YIN (Ms) and
5. LOW LIN FAH (Mr)

have booked a direct flight to Kunming on Flight No. MH 352 on 27/6/2008 for 4 persons and paid a total sum of MYR 8448.00. Low Lin Fah Mr.) paid MYR 1600.00.

On 27/6/2008 at about 0700 hr. we checked in at MAS counter at KLIA. Your staff conveniently informed us that the flight to Kunming is cancelled and we will be put on
Flight No. MH 376 to Guangzhou and a connecting domestic flight on China Southern Airline to Kunming at 18.15 hrs. The re-routing will see us spending five hours in Guangzhou Airport and will reach Kunming at 2100 hr. (if no delay).

We were “shocked and awed” by MAS cancellation of flight and the long re-route journey. We were not informed of the cancellation despite the fact that it was cancelled two weeks ago (according to the check-in clerk).

We protested to your staff that passenger Chang Hio Ly is 80 years old and on a wheel chair and I am using a crutch. Your staff showed no concern of our conditions.

We had no choice but to make the journey as arranged by your company as Chang Hio Ly is a retired Catholic Priest going to his hometown to celebrate his 80th birthday. All preparations have been finalized and a grand dinner that was to be held on the same day had to be re-scheduled. He was looking forward to the four hour journey to be in Kunming but definitely not the extra 8 hours because of the re-routing. He was emotionally upset. There was an extra hour of delay in Guangzhou-Kunming sector, this added another hour to our journey. All the inconvenience, agony and frantic phone calls could have been avoided if MAS has informed us earlier of the cancellation.

We were expected to reach Kunming at 1310hr. instead we landed in Kunming at 2200 hr., an extra 9 hours ! We were tired and exhausted. The physical and mental agony was immeasurable!

We are writing to your good office to present our strongest protest :

1. We were being treated like an item, a piece of cargo.

2. MAS cancellation of flight without informing us is very un-professional.

3. We booked a direct flight, MAS re-route us to another city and put us on an inland flight by another airline is un-ethical. We trusted MAS for this journey. MAS has no right to put us on flight operated by another airlines without our consent.

MAS is likened to the touts in the Puduraya Bus Station. (Agent of selling tickets and putting ticket holders into various buses )

4. There is an extra nine hours in our journey. It is like from KL to Penang via Kuantan.

5. We paid MAS fare for our direct flight. For the same route that MAS has put us on we could have flown on Air Asia flight at a much, much lower fare.

6. We have to endure an extra nine hours of journey. MAS did not give consideration to passengers’ physical and mental suffering. It is inhuman.

7. Later we learned that it is a business decision (not profitable) to cancel Fridays’ flight to Kunming. Yet, MAS still take booking. It is cheating.

8. Passenger Chang Hio Ly is on a wheel chair. The re-routing has caused him much suffering and agony. We encountered problem with the Security in Guangzhou Airport. He was being verbally abused by the officer because he was not having air ticket. (despite telling them of e-ticket and having boarding pass).The wheel chair we brought also caused problem to us by checking in and out and in again..

All these will not arise if we were on a direct flight.

9. We have lost a precious day of our journey. ( 2:00pm to 10:00 pm )

I am writing this letter of complaint to seek JUSTICE and RIGHTEOUSNESS. If you were one of our travelling companion, went through the same ordeal, I am sure you would agree with our observation that MAS is inhuman, un-ethical, dishonest, corporate and social irresponsible, profit dwelt on the misery of others.

MAS claimed MH is Malaysia Hospitality, but in our case, MH is a Mal-practiced Hospitality.

In your in-flight magazine, it was stated that Dato’ Sri is accessible and friendly,
therefore it is not too much to expect a reply from your good office within a week’s time.

Thank you.

Phun Sen
On behalf of the above passengers