British Airways will now rebook Kuala Lumpur passengers on Malaysia Airlines

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• Alex G says:

  17 Oct17 October 12:53

  Good that they have finally got proper arrangements in place, but the way they have lied to and cheated customers for nearly a week has been disgraceful.

  Shame on you, BA.

  The least they could do now is to to allow people who have accepted flights to SIN to rebook.

  • Phil G says:

    17 Oct17 October 13:56

    Here here

  • Gatesy says:

    18 Oct18 October 09:04

    They eventually let me rebook from BA/LHR-SIN to MH/LHR-KUL, but had to push to get it. The first response from BA was – no re-re-booking was allowed from LHR-SIN rebookings!

• PM says:

  17 Oct17 October 13:06

  A very very nasty organisation.

  • LittleNick says:

    17 Oct17 October 19:35

    Why? They rebooked people on QR that couldn’t wait or BA to Singapore? Why are they nasty? They’ve done the right thing

    • John says:

      17 Oct17 October 22:26

      They have lied and cheated and don’t have control over their own agents

      • LittleNick says:

        17 Oct17 October 23:34

        What have they lied about as an organisation? Yes their agents have got it completely wrong, but what as a whole have they done wrong?

        • PM says:

          18 Oct18 October 08:50

          They have created anxiety among customers, kept providing conflicting and inconsistent advice over a few days, made some customers accept choices they are not entirely happy with, refuse to rectify the situation hiding behind “only one rebooking” rule.

          If they were acting honestly and in good faith, communicating clearly and proactively, the thread about this situation would not have gone over 500 comments.

• BA Flyer IHG Stayer says:

  17 Oct17 October 13:12

  I’ve said elsewhere that the way BA management have dealt with this has been shameful. It has been disgraceful.

  To do a mass cancellation of flights yet not put in place proper re-booking options until a week later is a major failing.

  They have left their own call centre staff hanging through no fault of their own unable to properly help customers who have been given less than satisfactory options and incurred extra costs.

  I’m not affected by this but I really feel for those people that have been.

  • LittleNick says:

    17 Oct17 October 23:22

    I agree, so should they have refused rebooking for everyone until a deal between BA and MH was finalised?

• TicknBash says:

  17 Oct17 October 13:25

  Just rebooked onto MH via online chat.
  No queue after chatbot.

• Numpty says:

  17 Oct17 October 13:25

  It’s a poor show if they dont let pax who accepted the SIN route add on a KL connection. Stronger words could be used!

  Some of the blackout dates on CX cover chinese new year, which is exactly the reason for a lot of peoples travel then.

  • JDB says:

    18 Oct18 October 00:13

    @Numpty – those blackout dates are imposed by CX, not by BA which of course highlights the nonsense spouted by some hawks here saying that on rerouting, a pax is entitled to require BA to offer any available seat on any airline when of course the receiving airline sets the rules.

    Anyway, the CX option is only one of a number of possibilities so hardly that restrictive.

• Richie says:

  17 Oct17 October 13:26

  Airlines’ bad behaviour in these curcumstances should be illegal.

• Jon says:

  17 Oct17 October 13:27

  I’m loathe to give credit to BA but… 😉

  I was checking my mum’s cancelled flight earlier (before seeing this article). She’s currently in the air flying the outbound leg of an open jaw, with the cancelled KUL-LHR being the return leg. Previously, manage booking showed a bunch of QR options, none of which were suitable. Now that she’s started the journey, (I assume that’s the trigger, unless they’ve made a wholesale change and everyone’s getting this?), that’s been replaced with a “tell us your preferences” form – which I duly submitted, requesting MH. And promptly got a “Something went wrong” error 🤦‍♂️😂. But on re-checking, it seems the form did go through, as MMB now just had a “We’re working on finding you a suitable flight” message.

  Anyway, half an hour or so later I saw Rob’s article, and thought I’d better call, as who knows where that form was heading… 😉 Got through to the (I assume) Indian call centre and a lovely lady who was very helpful, efficiently went through the security stuff, listened to me asking if we could re-book onto MH now that the policy is in place, checked the system – “Oh it’s already been done”… 😀

  Evidently that form works! And very efficiently by the looks of it. I’m impressed. No idea whether it was processed automatically or manually (there was a free-text comments field, so I assume intended to be read by humans – but maybe there’s AI involved… 😉 With any luck MH is now offered as an option in MMB online, alongside QR – but if your MMB shows the preferences form instead of actual flight options, evidently well worth filling it in – might save a phone call 🙂

  • Numpty says:

    17 Oct17 October 13:35

    It wont be related, but useful to know, but BA did launch new software a few months ago which automatically rebooks pax on delayed flights to any airline (allegedly). Singapore Airlines must have something similar as a few months ago when i stepped off the airbridge at SIN, from a delayed KL flight, staff were standing ready with a new boarding pass via a different route back to GLA and included a BA flight. Was all very efficient, apart from BA scattering our bags over 3 different flights, over 3 days, for the LHR to GLA sector i was forced on!

• riku says:

  17 Oct17 October 13:48

  This is not that useful for premium economy passengers. If they fly Malaysian they will be offered economy class.

  • Richie says:

    17 Oct17 October 13:51

    PE is available on BA flights to BKK, HKG and SIN.

  • Rob says:

    17 Oct17 October 14:04

    Have you read the article? You can fly PE on BA to Bangkok or Singapore and get a Malaysia connection now, or indeed via HK on Cathay.

    • Tony says:

      17 Oct17 October 16:59

      If you had an onward connection to somewhere that’s not served by Malaysia Airlines from SIN or BKK then there still isn’t any option available. I was booked on LHR-KUL-PEN in premium economy, but BA is not offering to rebook me to SIN or BKK because they can’t then take me from there to PEN.
      The only option is via HKG in PE on Cathay but that means 4 hours in economy on the second leg!

    • david says:

      17 Oct17 October 17:55

      I wont be surprised if many a person read the headline and scroll down to comment.

  • Bill says:

    17 Oct17 October 20:58

    Get them to allocate you a seat in the Malaysian economy extra leg room seats about row 11. I know it’s not the same but it might be the best option if you want a direct flight

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