Don’t use this airline. I will never ever use these people again. I flew from Auckland to London on 15/01/20, with stopover at Kuala Lumpur.
The Auckland flight was first delayed by 2 hours due to engineering issues. This caused me to miss my connecting flight.
We were issued a replacement flight, but had to wait from 9am to 11.30pm to get on this flight. I told them I NEED to get on an earlier flight due to work. There has to be an earlier flight to London during a 15 hour period!
Then what I experienced was the most unhelpful, unapologetic customer service at the Transfer Desk, particularly with manager Abd Halim. They lied to me that there was no flight earlier(there was). The worst is the so called manager - when the front desk briefed him on the issue, decided to ignore us and walked to another line to talk to other customers - and the next available flight for me was in less than an hour!
When I finally spoke to him, he asked me’what is the flight number you want to be put on?’ What a ridiculous question coming from the airline.
By the time they faffed around 1 hour later, I wouldn’t get on the earlier flight - I doubt they ever intended to get me on it with their attitude.
During my 1 hour of waiting, I heard a girl screaming at them that "I already bought 3 tickets", and she still couldn’t fly. Two other said their flight was delayed but they were not notified. A few others not offered hotel when they had to wait from 9 to 4pm.
Terrible customer service, the only nice thing was the front desk girl who had helped me to with directions to the airport hotel, after feeling bad for the actions of her superiors.