Here is what happened. Joey was supposed to join us for the trip from JB. She was supposed to take the 3pm flight from JB-KL via Mas on 18 Dec and join us taking the Etihad Flight on 9pm the same night.
At about 430pm, she called us and told us that MAS has first delayed the flight, and then cancelled the flight entirely and she was stranded in JB airport still. We asked her to try buying tickets for another flight or even from Airasia hoping that she can make it. She said she did, she even bought the 6pm MAS flight ticket and MAS once again cancelled the flight again! At the end, she booked a cab and tried her best to rush up from JB to KLIA for the Etihad flight.
As for us, the moment we finished checking in with Etihad, we marched to the MAS flight center in KLIA. Somehow something happened to MAS flights that day and the monitors along the way showed that there were just too many flights cancellations and delayed all due to "Bad Weather" which we knew it was a cover up because the weather was not that bad after all.
The queue in the center was long. I managed to speak to one of the staff over the counter, explaining the whole situation and request MAS to spare Joey a seat for the next flight to London as a compensation. He asked us to wait. And we waited and waited. After a long 45 minutes waiting, we were called and the senior officer said coldly that MAS will not be able to do anything simply because our flight to London was not with MAS but with Etihad. Isnt that ridiculous??? MAS simply ignored the fact that the reason why Joey is missing her flight is because of MAS cancellations and then MAS continued to ignore its responsibility by saying that they do not compensate if our connecting flight is not with MAS. I was furious!
Then the lady simply brushed my away by saying "I think the best is for you to go the the 5th floor and speak to the Manager. I cant do anything else".
That added to my anger! And i told her " Look, you should have told us earlier and not made us waited for 45 minutes. Now i am only 10 minutes away from boarding. If you asked me to go up and look for your manager, i am sure i will need to wait for dunno how long before he comes!"
"Nope i will call him now and he will wait in the room." She said.
So quickly we ran up only to realise that yes, the manager is indeed not there! Then we managed to grab hold of someone and he directed us to another senior and at the end we have to hand over Joey's ticket to the senior officer because it was time for us to board. All that time, Joey was rushing from JB to KL via car. At the end she didnt make it. MAS just told her that nothing could be done and she took the car ride back to JB, very disappointed.
Now the ordeal didint end there.
In Vancouver, we thought we would just pay penalty to Etihad to change the flights for Joey and ask her to join us in London instead. So i called up my travel agent and request their help to request for a replacement ticket from MAS from JB - KL.
And the result back was unbelievable. The agent told us that MAS said there wasnt any records in their system that shows there were any flight cancellations or delays from JB - KL on the 18 Dec. If we want to get a replacement ticket, we will have to show the "memo" that was given by MAS on the cancellations as a proof. If we want to issue a new ticket, we will now have to pay a penalty of "no-show" fees! Ridiculous!! MAS simply concealed its mistakes in the system! Why? I am guessing that will show that they never have any cancellation or delays and it will make its whole record looks better?? This is just plain lying!
And because of this, Joey has to miss her chance to celebrate Xmas together with us. All because of MAS's Hospitality???!!!
I still havent written a complaint letter to MAS yet because i am sure they will simply ignore me or just come back with more excuses and brush away the responsibility. I am just plain fed up! No more MAS for sure.
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