Family left in the cold by luggage delay

KUCHING: Malaysia Airlines (MAS) has come under scrutiny after a family of four complained they were left without their luggage, including warm clothing, following a flight to Shanghai.

The episode which unfolded on December 16 saw the family grappling with severe discomfort and mental distress.

Stampin MP Chong Chieng Jen to whom they eventually turned for help stepped in to aid the distressed passengers.

“According to Fong, the victim, who narrated the incident today, the family of four, including a 10-year-old child, endured a nightmarish experience as MAS failed to transport their luggage from Kuala Lumpur International Airport to Shanghai,” said Chong in a press statement today (Jan 9).

Compounding their misery, Shanghai experienced its coldest weather in 40 years on the day of their arrival, with temperatures plummeting below zero degrees.

Without their warm clothing, the family was forced to purchase new attire locally.

“The luggage was only delivered to the family 62 hours later, on December 19, 2023. This delay resulted in significant inconvenience, with crucial items, including medication, trapped in their luggage,” he said.

Upon their return to Malaysia, the family attempted to seek compensation from MAS’ Lost and Found department but encountered numerous hurdles.

Frustratingly, the family’s attempts to contact MAS customer service went unanswered during the two-week ordeal.

Faced with no other recourse, the affected passengers turned to Chong for assistance.

In response, the Stampin MP drafted a letter to be sent to MAS, the Malaysian Aviation Commission (MAVCOM), and the Ministry of Transport, urging authorities to address the matter promptly

Chong emphasised the need for swift resolution, given the family’s suffering, financial losses, and mental torment.

Despite holding luggage insurance, the compensation sought was insufficient to cover their losses.

Chong hoped the relevant authorities will swiftly address and resolve this issue.

“I hope that MAVCOM would promptly investigate the complaint and ensure justice for Fong’s family,” he added.