Mijn Klacht:

Facts: Booked a Malaysia Airlines return Business Class ticket
Denpasar-Kuala Lumpur-Amsterdam for March 2016. On 14 November 2015.
Why MAS? Because Enrich member, best schedule and best price.

December 8, 2015
In the news, NOT in an email: Effective 26 JAN 2016, MALAYSIA AIRLINES
will cease its flight operations from KUALA LUMPUR to AMSTERDA vice
versa.
Passengers with Malaysia Airlines flight bookings to Amsterdam and
Paris are advised to call 132 627 to discuss their travel plans and to
make alternate arrangement.

Of course is this number busy, finally after half an hour trying I get
somebody on the phone who puts you trough to the wrong department,
please wait, I put you trough, over and over again. I ask to call me
back for a change in return? “They unfortunately can’t do that”.
I decide to send an email to Enrich with above concern and complaint.
After a week still no reply. I retry, retry and retry…no reply.

24 January 2016
Still no reply and decide to post a complaint on MAS Facebook and Messenger.

25 January 2016
I get an email. This is a computer generated message, please do not reply.
With my new schedule: dps-kul-LONDON HEATHROW-ams vice versa.

4 hours and 20 minutes extra travel time and 2 instead of 1 stop to Amsterdam.
5 hours and 20 minutes extra travel time and 2 instead of 1 stop to Denpasar.

I complaint again:
> From Enrich no reply.
> From MAS FB….reply that I already received a PM. Which I wished for I had 🙂
> From MAS messenger first reply 27 January they had informed Enrich,
Enrich informed me today 29 January >> We are forwarding this matter
to our Reservation’s team for further checks and direct response to
you.

Air passenger rights:
> (ii)i) they are informed of the cancellation………and are offered
> re-routing, allowing them to depart NO MORE than TWO hours BEFORE the
> scheduled time of departure. MY RE-SCHEDULED FLIGHT IS 5 HOURS.

and to reach their final destination LESS than FOUR hours AFTER the
scheduled time of arrival; ME RE-SCHEDULED FLIGHT IS MORE THAN 4
HOURS.

Again I send an email, to enrich and to resvns and to messenger, still no reply:

Gewenste Oplossing:

Re-booking confirmation to an alternative with same schedule/traveling time..
Reimbursement for both flights dps-ams-dps on my bank account Tso I can re-book myself on an other airline before their BC is fully booked.
>
I could have been re-booked on an alternative airline since 8 December
already or could have booked myself on an alternative airline since 8
December if MAS would have reimbursed/informed me properly.