Dear Malaysia Airlines, I hope someone will be kind enough to acknowledge this message since my attempts on getting the message across via both Instagram DM and customer service representative have been unproductive. It has been quite a frustrating experience dealing with your digital interface over the last 1 week, and although I speak for myself, I believe a lot of us would be grateful if you could urgently look into rectifying all the bugs and errors on your online booking system (web & mobile).
After countless attempts of trying to make a flight redemption via your (rather “buggy”) website and mobile app over the last 12 hours, my credit card has been mistakenly charged twice and my enrich points deducted even before I was able to make a successful booking.
I’ve called customer service twice since 11.27pm - the first time round I was advised by Ms. Ima to wait 15-20 minutes for the issue to be rectified (and the missing points reinstated) before I re-attempt my booking. No luck after 30 minutes, so I called again. The second customer service representative Mr. Jason was very apologetic (unlike the one before) and helpful. I was given the same script - wait for 30 minutes and the issue should be sorted by then. Mr Jason promised to rectify the issue and call back within 10 minutes (which he did). When I spoke to him at 12.55am, Mr. Jason kindly advised me to try booking again via your website in another 3 hours in order to avoid a repetition of the previous ordeal (it appears that the customer service team are also having issues with your system at their end too). All this unnecessary inconvenience, in an attempt to book an urgent flight departing Singapore in less than 12 hours.
Last Thursday, while attempting an online check-in, I tried to update my passport details, seat selection and meal preference on an existing online booking, but gave up after several failed attempts (Error 4631-4360; I sent the screenshot via DM on IG but nobody responded up till now).
3 months ago, on my flight to Beijing, I was informed by the stewardess that they did not have a record of my vegetarian meal in spite of the fact that it was clearly stated on my printed copy of the flight itinerary (which I presented to her on board).
There are issues on almost every possible function on your “Manage Booking” tab; and it's just too tedious for us as customers to keep having to screenshot and report every error we encounter on your web interface. Ironically, I remember having a much better experience with your online booking system 3-5 years back (before the current system upgrade).
My point is, your online booking system needs to be professionally evaluated, properly tested and improved urgently; and as a loyal customer I would be very grateful if you could make an effort with this.
Thank you so much for your kind attention.
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