SELANGOR -- Malaysia Airlines (MAS) must have nasty baggage handlers. This is the second time my luggage came back damaged. And this wasn't the only issue. But then again, everyone in MAS' Customer Service/Complaint Department, from right at the top to the bottom, were of no help and adopted the "no care nor concern" attitude as well. So I can only say this, if the head is rotten, don't expect too much of the tail. They will just push you around with no real reply or action with the hope and expectation that you will give up on the matter. That is their modus operandi.
On the 5th of April 2020 I flew with Malaysia Airlines from Melbourne to Kuala Lumpur. I arrived at Kuala Lumpur approximately around 6.20 am and my cousin was waiting for me at the pick up area. Upon arriving my cousin place, I wanted to change. I notice that one of the numerical padlock into the larger compartment of the luggage was missing. When I open the bag, I notice some of my belonging was gone. I called Malaysia Airlines immediately. I was ask to called Malaysia Airlines Lost and Found Luggage Department in Kuala Lumpur, no one answer the phone until around 4.30 of the same day.
When I finally spoke to the men on the phone, he assure me that the issue will be solve before I leave Kuala Lumpur, and he said that police report was not necessary. He also given me a number to called which I did. The next day I called again, I was ask to come to Kuala Lumpur International Airport Level 3 Malaysia Airline Luggage Lost and Found Luggage counter, which I did. There the guy just smile at me, like it was some kind of joke to him. He said I should go to MAS Subang Office which I refuse to do. I called the Customer Service officer again and I was transfer to a lady who said to me the issue will be solve within seven days.
However I never get any respond from them. I called today and she said that she need another week to solve the problem. I have been treated like a "ping pong ball' by Malaysia Airlines. Really, Malaysia airlines is a irresponsible carrier. After being violated and treated like a ping pong ball, from one person to another, delay after delay, promise after promise, no result have come out of this. I traveled extensively and I never been robbed before.
By the way Malaysia Airlines have treated me, I felt that they condone the robbing of passenger luggage and intentionally delay the complaint. They just not worth flying with. No one should fly with Malaysia Airlines, if you do, make sure you strap your luggage. Malaysia Airlines condone luggage robbing and will not take responsibility toward it. They will treat you no less than a garbage.
I really don't need to say much, just read how their response!!!! Meanwhile, same request was sent to Continental, where there going to be a 16-hour flight VS Malaysia Airlines, a 5-hour flight. Continental said there surely will not be any problem at all and a warm and sweet congratulation message!!!!!
I must admit I was stupid to put a valuable item into my check-in luggage. However it was a newly purchased item still in the box with accessories and I did not have space for it in my hand luggage. Also, the suitcase was locked with a sturdy padlock so I didn't think anything of it at the time. We checked in to business class about 2 hours before the international flight in Kuala Lumpur and our luggage went into "Priority" handling.
When we arrived in Sydney my suitcase came out on a tray and I noticed it was open with everything exposed. The padlock had been pulled off the luggage, with the zipper still attached to it and all my goodies in plain view of other passengers at the baggage carousel. On closer inspection I noticed that my brand new smartphone was stolen from its box, with one side of the box ripped open, even though I had tape around it. Everything else was still in the bag, but this particularly valuable item was taken.
Someone in the Malaysia Airlines baggage handling area must have seen the smartphone (with its distinctive full keyboard) through the X-ray machine and decided to help themselves to it. This type of behavior is worrying given the heightened security and baggage checks these days. How could someone tamper with baggage and not be noticed or recorded on camera? Apart from my expensive loss, how can international airlines put up with this behavior and not have procedures and systems to prevent or detect it?
What worries me most is that a baggage handler could just as easily insert a banned substance into your luggage and cause a lot of problems for a passenger.