The shutters came down at the MYAirline office at KLIA last week after the airline abruptly stopped operations. (Malaysia Airports pic)
PETALING JAYA: A customer service hotline for suspended MYAirline has been reopened, as disappointed and frustrated ticket-holders, left in the lurch when the airline abruptly stopped operations last week, stated their doubts about getting refunds.
In comments posted on the Facebook page of transport minister Loke Siew Fook, they wrote of their frustrations in getting a response from the airline and the Malaysian Aviation Commission.
The comments were posted before an announcement by MYAirline this afternoon that customer care agents are available from 7am to 6pm via the hotline at +603-8966 2522, and by email at [email protected] from 7am to midnight. However, the airline advised patience as there was a high volume of calls.
Angry ticket-holders have been complaining of not being able to contact the airline.
Serene Ch in a comment on Loke’s page said that the airline could not be reached by messages sent through Facebook or in the comments section.
“Is it possible to get a refund?” she said. “This is my first time to bring my parents by flight. (They) grabbed our money and ran away. It is not a small amount, and not all victims are rich.
On Thursday, Loke had criticised MYAirline’s irresponsible behaviour, saying the airline “just disappeared” with no staff at the airport to give any information.
Another commenter on Loke’s page, Ramlee Othman, wrote of being put on hold “for so long” when he tried to call Mavcom to ask about a refund. “How do we get a refund from MYAirline for the ticket purchased? So far it’s been useless calling Mavcom,” he commented.
Nizar Maula said he had to pay for replacement tickets, hotel bookings, and last-minute transport, which cost more than the money he lost on the MYAirline ticket. “Who is going to take responsibility for these extra charges?” he commented.
Siti Marina Romzi said she had bought three return tickets to Kota Kinabalu for a total of nearly RM1,000. “Please refund my money,”she pleaded.
Fatihah Cheah said one of her university seniors had bought a ticket but was refused a refund.
Mahadir Darahi said he had to pay almost double for replacement tickets he bought at the last minute from AirAsia. “I bought the tickets for my family from MYAirline to travel on Oct 16, which cost RM789. I was forced to buy replacement tickets from AirAsia which cost me RM1,200. I hope that I will get a refund,” he commented.
Another customer, Ryzaima Bekri, said she bought three flight tickets for her parents. “We did not buy tickets for RM10 or RM20. Please understand, I bought the flight tickets for my parents to travel on Nov 4,” she said.
Suzieanna Hamid urged the minister to ask other airlines to continue offering discounted tickets until the end of the year to MYAirline customers. She said discounts were being offered only until Nov 30, and tickets were expensive. “Please consider,” she pleaded.
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