21 Feb, 2019 → by ClaimboUser271836
incorrect info from customer service, flight retimed, flight delay again for retimed flight

1

Bought tickets for SZB-PEN-SZB to fly & return on same day 21/2/2019. Late evening 20/2/2019, departure flight SZB-PEN was retimed from 10.45am to 12.25pm, so had to change return flight PEN-SZB from 2.30pm to 4.25pm to accommodate. During the change, I asked the customer service agent if web check in is possible for PEN-SZB, he said yes, as long as passenger has alighted from first sector SZB-PEN. Prior to this or next morning (i cant remember) another agent also assured me that web check in can be donw as long as passenger has alighted from flight. Both were fully aware of the return ticket timing. On 21/2/2019, retimed flight which was supposed to depart SZB at 12.25pm was delayed again to 12.55pm. Passenger arrived in PEN, still could not web check in. When I called customer service, this time he informed me that web check in was only available 4hrs before flight time. He gave me a number to call which he said is Malindo Penang airport, turned out to be Malindo town number, which gave me another number to call. Called [protected] numerous times, no answer. It was already 3+pm. I called customer service again, the only thing the agent could tell me was "web check in only available 4hrs before flight". Spoke to Rahmat Wahid, senior CS officer, very defensive, accused me of using vulgar words at him (which I did not). Could not provide a solution. Only told me over again & again what is written in de website, etc etc etc. Defensive & not claiming responsibility when asked how come his agents gave different answers at different times. Just said there is nothing he can do. Could not manage angry customer (who was already very distressed coz unable to check in). The experience he & his agent gave me was that he was not there to help me but to tell me that he & his agent acted correctly & I am de one at fault for not knowing that web check in is 4hrs before flight time. This experience has made me so angry & I do not have faith & trust in Malindo anymore. I do not trust in yr flight times, nor in yr customer service team, especially in critical times of need like the above (check in counter was closing & no time to counter check in). Will definitely think twice before flying with Malindo.
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