rferguson flew Malaysia Airlines Business, on a A380 (17/05/2013 00:25)

Malaysia Airlines
London Heathrow - Kuala Lumpur
MH003
A380
Business Class
Departure: 12:00 (actual 12:15)
Arrival: 07:35 (on time)

Introduction: This was the first of a multi-sector trip from London to Bangkok via KUL. I purchased my tickets on expedia.co.uk and if anyone happened to read my 'mistake fare' thread on Businesstraveller.com they will know the background to what was literally a steal of a fare. 

Malaysia Airlines operates two daily flights from London to Kuala Lumpur. Both are using three class A380's with First, Business and Economy classes. The first flight MH003 which I was taking departs at midday to arrive in Kuala Lumpur the following morning. The latter departs LHR at night and arrives in KUL the following late afternoon. 

Check in: Malaysian Airlines operates from Terminal Four at Heathrow. I had checked in online via malaysiaairlines.com the night before and printed my boarding cards for both LHR - KUL and KUL - BKK. I still had a bag to drop though so

I proceeded to the MH Premium Check In desks at Zone B and was swiftly seen to by the handling agent (Alitalia). She said that she would need to print new boarding cards for me to get through security anyway. Not sure why, but was not an inconvenience.

I was checked in within a matter on minutes, issued both my boarding cards and directed to Fast Track security and the lounge. Security was really quiet. In fact the longest line at the xray machine was the Fast Track line. So I just went through a regular lane. 

The Lounge: Malaysia Airlines operates it's own Golden Club lounge one floor up from departures towards gate 6. It is an impressive facility with loads of natural light and floor to ceiling windows. As it is located several floors up and is on a corner of T4 it offers unrivaled views over Heathrow - and the MH A380 herself parked a few doors down. It really is a plane spotters paradise.

There were separate Business and First class sections to the lounge, but bizzarly they are separated only by a completely see through glass door. I could understand opaque or frosted glass but its weird just this whole panel of clear glass seperating the two sections. The First Class lounge and offerings looked identical to the Business Class lounge and decor fairly similar except with some more designer like chairs etc. Anyway, back to the Business Class Lounge. 

The lounge seems relatively new and this is obvious. It is very much a bamboo/wood theme with comfortable chairs and sofas. Food and beverage offerings were extensive and generous. The lounge at this time catered mainly to breakfast and offered a buffet featuring hot dishes - scrambled eggs, sausages, baked beans, Malaysian noodles and (the delicious) Malaysian Nasi Lemak with prawn Sambal. There were also fresh fruits, bakery items, a cold fish platter, yoghurts etc.

There was a manned bar with barista. He prepared me one of the most delicious cafe lates I have had - anywhere. Champagne and a full liquor range were also available. The bar was not self service and I kind of wish that you could at least help yourself to water and juices etc. I begin to feel like a pain in the neck every time I wanted a single glass of water.

The washrooms were beautifully appointed and immaculate. I'm not sure if showers were available. There were also some dining tables close by the buffet station. Three pc's. And free fast wifi provided by BT. Tables were promptly cleared and as they were cleared the staff asked if you would like a refill. 

Anyway, I enjoyed my time in the lounge. The food was great. It was an oasis of calm (I got there early and nabbed a great solo window seat overlooking the active runway). Boarding was called and I proceeded to gate 5 just a few minutes walk away.

Boarding/pre take off: Boarding commenced 40minutes prior to departure through two doors. 1 door was for the lower deck (first class and economy) and the second door for the upper deck (Business Class and the small upper deck economy cabin).

I was welcomed at the door and directed to my seat, 7K. There was already a duvet and pillow on my seat as well as the menu and wine list in the seat pocket. Soon after taking my seat one of the crew offered me a choice of drink: OJ, water or 'ruby passion' which I learned was a tea/juice fusion with fresh mint.

There were no bubbles on offer. I tried the ruby passion. It was delicious. Big thick hot towels were then distributed, followed by newspapers. We closed up and pushed back at 12:15. 

The seat/cabin: Malaysia Airlines A380's have 64 seats split across two cabins on the upper deck. Starting from the front of the upper deck there are two (huge!) bathrooms and a small area where snacks were later set up as well as a magazine rack.

Then there was a small J class mini cabin of just three rows (6-8). Behind the mini cabin is a large galley/bathroom complex. Then a much larger J class cabin (8 rows). Behind this larger J cabin is the upper deck economy cabin. And as MH have their controversial no kids on the upper deck' policy in Y you can be guaranteed there will be no screaming kids in the cot sets behind in the first row of economy.

I wasn't really sure what to expect with the seats as I had read quite a lot of reviews with some quite negative about them. For example, claiming it is not a true lie flat bed. Alas, I discovered the seats were indeed comfortable in both sitting and bed mode. They are upholstered in a calming blue/mauve/purple cloth and configured 2x2x2 with ample leg room.  

There is a large fixed cocktail table between each two seats. The IFE screen is large and fitted in the setback in front of you with the control in the armrest. The tray table is located in the armrest and is of a good design, allowing you to move it forward, backwards and even outwards and to the side so you can still leave your seat easily if you have a tray in front of you. The other armrest has a mechanism where you can push a button and it raises fully to allow a couple extra inches of room at shoulder level when in  bed mode. There is also a manual dividing screen that can be raised between the two seats.

Storage space is ample. In fact so many little nooks about I was worried I would forget where I put everything and leave something behind. There were large side lockers (though not large enough or a trolley bag) a small storage draw just below the IFE screen for specs, documents, water bottles etc. As well as a larger draw at the bottom of the seat in front for shoes, handbags, etc.

The controls for the seat are straight forward touch buttons near the cocktail table. There are pre set selections for take off/landing mode, flat bed mode and a lounging mode. There is also a memory button so you can program your own ideal position and store it. The seat was comfortable in the flat position and the surface felt smooth - no bumps or creases. I was comfortable in flat bed mode and managed a few hours sleep.

Now for the drawbacks. It is true that the seat can feel a little narrow. For myself, this was mainly caused by the size of the fixed cocktail table in the centre of the seats. It is really large and always seemed to take up quite a lot of leg space if you have your legs crossed. It was probably psychological too. It just makes the seat look narrow. It would have been much better if they had opted for a cocktail table that perhaps folded up to use and then could be clipped down.

Others have mentioned in their review that although the seat reclines to a fully flat position, the leg rest does not continue totally flush with the seat and tapers down slightly at an angle. This is true, but the angle is really tiny. Why they did not make it completely flush with the seat I cannot understand. There is room there for it to be completely flat and obviously the mechanism is available.

Anyway, the seat in the bed mode was completely dreamy compared to the horrendous AA angled flat seats I was in a couple weeks ago. 

Which seat to choose: I would definitely go for a seat in the front 'mini cabin' of three rows. It feels more intimate than the larger J cabin. My personal preference is for window seats generally, however that means when traveling next to a stranger I have to climb over. This didn't prove to require herculean efforts or advanced contortionist skills unlike my recent AA flight. Window seats also have more personal storage (the side lockers). 

Service flow and catering: Post take off headphones and a decently stocked amenity kit was offered. The IFE was then switched on but first a L O N G Malaysia Tourism advertisement was played complete with an annoying theme tune over the aircraft pa.

Lunch orders were then taken. I had already pre ordered mine having used the 'book the cook' facility. It is available to all passengers in J and F and the options really are extensive (around 15 main meal choices). Top tier MH frequent flyers get an even greater variety of choice.

My meal selection of cod was confirmed by the flight attendant (the first and only time my name would be used during the flight). For those whom hadn't pre ordered the choices were:
Starter: smoked salmon with salmon roe. 
Mains: braised chicken thigh in sweet tomato gravy. Grilled rib eye of beef. Pan fried salmon fillet. Or lamb biriyani. 
Dessert was banoffee pie, cheese or fresh fruit. 

Drinks with packaged nuts then followed. I had another 'ruby passion'. Champagne was Tattinger Brut Reserve NV. Wines a 2010 Montagny Chardonnay, a 2011 NZ Sauvignon blanc, a 2009 Chatea Puygueraud Merlot or a 2009 Serego Alighieri Possessioni Roso. There were ten coffee options (yes 10) and nine tea options. 

Then came the infamous 'satay service'. It was a really lovely touch and the presentation was flawless. A choice of chicken, beef or a combination of the two were offered. Portions were generous (I received five sticks) and they were served with the traditional accompaniments and another big thick hot towel.

Once the satay remnants were cleared away the main meal service began with linen lined on our tray tables followed by our starters and a side plate of fruit. A selection of breads were offered as well as a choice of wines. The starter plates were then cleared in and the mains served. My main was fantastic. The portion was large, it was perfectly cooked and it was quite unique and daring in ingredients. It really was a taste sensation. A dessert and tea and coffee service followed but I did not partake.

Everything was cleared in and bottles of water distributed. The duty free carts passed through the aisles then it was lights out. There was a selection of self service snacks set up in the galley areas or more substantial snacks were available on request (noodles etc).

The bathrooms were spotless every time I went in. Approximately two and a half hours before landing in KL the cabin became a gentle orange colour thanks to the mood lighting and breakfast was served.

Again it was a substantial offering. Fruit, museli and bakery items to start followed by a choice of four main options. I chose the Nasi Lemak. It was excellent.

Once breakfast was cleared in we had about an hour to run. I watched a little more tv and before I knew it we were on final approach to KL. A quick taxi and we pulled onto stand at the satellite terminal ontime. 

IFE: Being a new aircraft the IFE was pretty top notch. The screen is very large and offered a massive amount of new releases and tv programs including some interesting documentaries. Picture and sound quality was excellent. There was also a tail mounted camera which gave amazing perspectives on taxi, take off and landing. 

Crew: Given that Malaysia Airlines has won 'worlds best cabin crew' for the last few years as voted by Skytrax, I'll admit my expectations were high. The crew on the whole were good. Excellent? I'm not so sure. They all looked immaculate, were all slim. None of the fatties or unkempt types you can encounter in the west.

There was a 50/50 male to female ratio and they seemed to be 'mature' by Asian airline standards with the average age probably in the mid 40's. They were polite and friendly but I'm not sure they were all what I would have wished from 'the worlds best cabin crew'.

They were not particularly engaging, didn't introduce themselves. My name was used only once unlike say CX where they use it throughout the flight. The smile looked a tiny bit plastered on. Yet, you couldn't fault them either.

They went through the motions and I must admit were extremely patient with the belligerent seat mate I had (an embarrassment to the British).

What I found particularly disappointing was the lack of any role their 'Cabin Chief' played. He was not involved in the service. He did not greet or speak to any passengers (not in the cabin I was in anyway). Every time I went to the washroom or to stretch my legs he was sat in his 'office' by the galley, curtain closed. The only time I saw him carry a service item was a cup of coffee - his own - from the mid galley, through the cabin to his curtained off den.

I think it is in this area where MH could really pick up it's game. When I fly Cathay or SQ I really do get off the aircraft feeling I was a 'valued customer'. I don't expect anyone to come kiss my butt but I enjoy the little bit of banter with the Chief when they come and greet top tier FF's for a little chat.

I'm guessing (maybe someone closer to MH ways can confirm) that there is a hierarchy in place in terms of crew working on which aircraft and routes. The crew on my connecting short haul flight from KL to BKK were flawless. And seemed much younger (and probably newer). Maybe those working on the A380 long haul routes are very senior and just a little more subdued and relaxed with the whole thing?

Conclusion: Given some of the fares I've seen MH advertise from the UK to the likes of Australia (c£2700 rtn) they not only offer a superb service but also great prices for a premium product.

The lounges are great, the seats very good, service very good, food excellent. I would definitely have no hesitation in flying MH again and would chose them over any European airline I have ever flown.

DavidJones9 flew Malaysia Airlines Business, on a A330-300 (New seats) (30/04/2013 13:32)

The 'new' business class seats are appalling - a throwback to 15 years ago. Not top line business class at all - nearly impossible to get sleep and very narrow. A disappointment!!

DavidHill flew Malaysia Airlines Business, on a B747-400 (18/03/2013 01:47)

SYD - KUL - IST {Business Class}

[Business Class Lounge Sydney] - Small, but comfortable enough! Meals are cooked to order but are basic. The WIFI, when shared amongst the passengers was pretty slow, but being a tech-head I was able to secure 90% of the Band-width for myself.

[SYD - KUL : 747-400 MH122] - Separate boarding gate made life a little easier as it seemed that the line to get through the economy gate was running very slowly. 30 minute delay in the plane push-back with no explanation. The plane itself has seen better years with very obvious signs of wear and tear. The seats were fine. I like Malaysian Airlines for the satays that are plated as part of the first course. The food service was a little slow overall. The flight was non-eventful and comfortable.

[Business Class Lounge K.L.] - HUGE - When I arrived I found it very hard to find a seat. As a single traveller It is difficult getting food or drink whilst keeping one eye on your carry-on-luggage on the lounge in the distance. The buffet food was OK but was left empty for quite a while before the trays were replenished. The power-points were not easy to locate and where I was sitting I had to replace my laptop plug with a lamp-light lead. Went to have a shower and the attendant was no where to be seen, so poped my head around the corner to find her asleep on a little stool... (9:30pm). The showers were in need of a clean with used towels, disposable hair and toothbrushes lying around the benches. No charm but comfortable enough.

[KUL - IST : 777-200 MH30] The seats in this aircraft are nicer than that of the 747-400. I am not a fan of the 777 seat-plan for business, as it is 2-3-2. I was on the isle of the middle section (3 seat) and wasn't happy having someone step over me to get in and out. Nice flight overall, with a valium and a vodka was asleep until morning. The angled flat-bed are ok but nowhere near as comfortable as the pure flat beds found on other airlines like "air-asia" or "V-Australia" etc.

LindsayMcCracken flew Malaysia Airlines Business, on a A380 (10/11/2012 08:12)

Travelled from London to KL on Malaysian new A380. I have travelled business class on Singapore Airline's A380 in the past so I do have a comparison.

In Business class although the seats are sufficiently roomy they are not as wide as Sing Air, also on the seating layout with SA 1-2-1 meant even if you had chosen a window seat you also had access to the aisle. So not as nice an arrangement as SA but never the less comfortable enough for sitting.

SA seats were flatbeds and to me this is a much better option, much easier to get comfortable on long haul on a flatbed than on a fully reclining seat. This means I would chose an alternative flight if it carried flat beds, I think MA has missed a trick here.

Service with a smile, as always on MA you get great service, food fine for a flight. In flight entertainment was OK but not up to the standard of say Emirates etc.

Flight was delayed 15 min on take off but landed safely in KL on time. Never had an issue with baggage while travelling MA and this flight was no different. I was sitting too close to the kitchen and incurred some noise which was annoying but will be resolved in future flights.

RogerThomas9 flew Malaysia Airlines Business, on a B747-400 (03/08/2012 10:54)

The first thing worthy of mention is the inability to “manage your Booking” through the MAS website. Unless you booked online and in Malaysia you cannot manage anything online. That is such a frustrating element that I would think twice again before using MAS. I don’t know of another airline that does this (and to Premium passengers as well).

To change a seat booked by a UK corporate travel agent I had to ring a premium rate number only to be told that seat changes could not be done with the agreement of HQ in Malaysia. They would ask and call me back. This they did the following day to say that the seat change had been approved!

Check in at LHR T4 was smooth, no queues, so straight through Fast Track and up to the Gold Lounge. Great location and layout, with comfortable seating and tables to eat at. Great selection of hot food with a superb lamb masala. Staff very good at helping, and topping up any drinks you had got from the bar. Wi-Fi was good and managed to get some good food and do some work.

Boarding was on time and was addressed by name as soon as I stepped foot on the plane. Shown to my seat 9A and offered a drink, juice or water, no champagne till after take-off.

Cabin looks dated, like an SQ cabin 8 or more years ago due to the old style cradle seats. Staff attentive and tactile. Still using the kebaya as a uniform but with a more relaxed look than SQ in terms of hair and make-up which looks easier on the eye.

Soon after take-off the drinks came around followed by some marvellous satay, seconds were also offered for anyone who wanted more. Meal served soon afterwards (great choices of Malay and western food), had the rendang. Service was faultless, always addressing you by name each time they came to the seat.

With the meal cleared away, lights were dimmed. It’s an angled bed but comfortable for me to get a good six hours sleep. As I awoke I was offered a drink. The IFE was good with a selection of the latest movies and TV shows as well as music. The in-seat power supply was good to charge up the laptop whilst I did some work in preparation for the following day.

Drinks and snacks were offered until the second meal was served, again a good choice of western and Malay food. Opted for the omelette to maintain my primal eating plan. Fast Track cards issued for immigration.

Landing at KLIA was smooth but the trip to immigration was a bit confusing and not well enough signposted with having to take a train to get to the immigration building. Got there eventually to find an empty hall with lots of staff waiting. Straight through in less than a minute, so much better now landing cards aren’t needed. Case was the third to come off the belt so was out to my waiting driver quickly and on my way into KL in no time.

Whilst the frustration of being unable to manage the booking online and change seats, and the older style cabin, the service was outstanding, the cabin crew were excellent and by far the best I have experienced, beating SQ by a mile. If you want to feel pampered on a flight, then this is the airline to fly with. Look forward to my trip back to LHR.

GeoffHowitt flew Malaysia Airlines Business, on a B737-800 (01/07/2012 12:49)

MNL - KL
Boarding was prompt and flight was on time. The meal served was average and the seats are quite uncomfortable. Overall flight was ok

whereisfatboy flew Malaysia Airlines Business, on a A330-300 (New seats) (28/03/2012 07:55)

Flew to Melbourne recently on MAS new A330 on business class. The seat are angle lie flat and leg room is not as good as those on the 777. There are more movie channels now on the IFE. Food on board is okay, nothing outstanding but the crew service is good. Overall a pleasant flight, not the best but its okay.

SamWardill flew Malaysia Airlines Business, on a B747-400 (12/06/2011 20:27)

Check in
I checked in online for my MH001 flight from heathrow t4 to kuala lumpur. This did not give me much benefit as I'd already phoned them a few weeks earlier to make sure I had a seat on the upper deck. On arrival at the airport I was checked in very quickly and on my way through security to the lounge. Security was via a fast track lane which didn't work too well as I had to rejoin the masses just after the boarding card check. However, after ducking a couple of barriers I was through in five minutes.

Lounge
It took me a few minutes to find the lounge which was tucked away before gate 6. It was worth looking for. I had decided to eat before boarding and there was a great selection of Malay food to fill me up. The drink service was from a bar and was a bit slow (I would generally prefer to serve myself in a lounge) however the barman was a character and the bar clearly added to the atmosphere. The view from the lounge is excellent. There was wifi (albeit with not a very good connection) and a limited selection of newspapers.

Boarding
The gate used by Malaysian is miles from the lounge in a satellite. The barman said it used to be closer but gulf air bagged the slot. Once we got to the gate boarding was painless and I was quickly seated and offered a drink. Departure was roughly on time at 10pm (I think - I was asleep).

Seat
I was seated in the upper deck front row window seat. It was right next to the loo but otherwise a great place to be. You had the seclusion and storage of an upper deck window but it was still easy to get out without disturbing your neighbour. The seat itself I found quite uncomfortable in both seated and sleeping (angled lie flat) positions. However the poor seat (and the lack of eye pads or ear plugs in the amenity kit) did not stop me sleeping for the best part of 10 hours.

IFE
The in flight entertainment was definitely not five star (Malaysia boasts a lot about its five star Skytrax rating). The system is not AVOD, the headsets are not noise cancelling and the movie selection is poor.

Food
Having eaten in the lounge I had no dinner on the plane. Breakfast was served as a light meal. The only breakfast option of the main courses (pancakes) was actually sold out by the time they took my order. However I'd already decided to go for nasi lemak with prawns. They did serve muesli with choice of full cream or skimmed milk types (nice touch), fruit and some bad croissants with no jam. To drink I had te tarik (nice local variation).

Disembarkation
We landed on time and were off the plane quickly. There was a premium immigration line. However only two staff were manning it and one decided to go on his break just as the queue developed! The same premium queue was also used for disabled (who joined the front of the queue). After standing still for some time I was processed eventually after a wait of about 25 minutes. My bag was on the carousel after the long immigration wait and, with a quick train to Sentral, I was in my hotel room 90 minutes after landing.

Overall
I didn't feel the service warranted a five star rating. The seat and IFE were not the best in the market. As the home carrier i also felt Malaysia could do more to ensure KLIA immigration offered a more efficient service. However the lounge at heathrow was top class. In general the service was very good. In practice there is no other direct flight on this route so there is no better option.

doctorjosh flew Malaysia Airlines Business, on a B747-400 (03/01/2011 01:26)

SYD-KUL-SYD in business class on a B747-400 in December 2010.

Priority check-in at SYD and KUL was quick, efficient and very friendly. No fast-track through immigration and security at SYD on departure but fast-track available on arrival and departure in KUL and arrival in SYD, which was very welcome.

Golden Lounges in SYD and KUL both very good and a great way to start off the flight experience with Malaysia Airlines. Priority boarding provided on both flights.

Cabin crew were excellent on both flights with friendly greetings at the door and all the way to my seat. Pre-departure drinks (juices and water) were served but they have a rule where alcohol is not served until after the plane has taken off.

Meal service on outbound flight was very tasty and plentiful. Skipped main meal service on return as I wanted to sleep. Crew were very courteous, always addressing me by name and quick to respond to calls.

The seats were very comfortable for both sitting and sleeping, despite being slightly angled, and there is a myriad of positions that the seat can be adjusted to. You can still adjust the seat when the tray table is out, which is a significant improvement over some other business class seats which don't allow you to do that.

Comfort amenities were very nice as was the amenity kit. Priority baggage was always promptly delivered upon arrival at both SYD and KUL.

I have now travelled with Malaysian's business class a number of times and am very impressed with the consistency of their product.

doctorjosh flew Malaysia Airlines Business, on a B747-400 (20/12/2010 01:57)

SYD-KUL-LHR return in Business class in November 2010.

Priority check-in at all airports was quick, efficient and friendly. Reserved seating honoured on all flights.

Golden Lounge at SYD was large and spacious with a good selection of food and beverages. The Golden Lounge in KUL was enormous with excellent facilities and definitely one of the best lounges I have ever experienced. The Golden Lounge in LHR T4 was relatively new, again with lots of space and a good selection of food and beverages.

Priority boarding was honoured on all flights. The aircraft was getting a little bit old but they were clearly well-maintained and clean.

The seats offered excellent comfort both for sitting and sleeping, even when they are angled lie-flat. I did not get the feeling of sliding downwards and managed to get good quality sleep on all my flights.

The comfort amenities were also excellent with firm pillows and luxurious duvets.

On-board catering was very good and plentiful, especially with their signature dish of satay.

The cabin crew were outstanding on all flights, almost always addressing me by name and responding quickly to any requests, and they were definitely the best aspect of the in-flight experience.

IFE was AVOD with a good selection of latest release movies and worked without any problems.

Fast-track through immigration and customs was provided on arrival into LHR, KUL and SYD. Baggage was promptly delivered. All flights were on time.

Overall, an excellent business class product that was good value for money and clearly one of the best that is currently available to travellers today.

tribeca flew Malaysia Airlines Business, on a B777-200 (30/09/2008 19:04)

I flew MH Business Class return Melbourne – Kuala Lumpur - Canton in April 2008 on their 777-200. It was my first experience of the ‘lie flat’ seat, although in MH’s case it is angled. In general I found the seat quite comfortable, although it could do with some better padding. Also, I did not find the angled seat in ‘sleep’ mode very comfortable, I ended up coming up with my own setup. With the huge seat pitch offered by MH, the cold easily upgrade to a ‘horizontal’ style lie flat seat. Cabin was very clean, although some of the aircraft are showing signs of wear, which I am sure will be rectified once ‘C’ checks come up. The video screen is excellent, choice of movies and other entertainment also is excellent. Service was excellent, food was quite good, staff was very attentive and friendly, always smiling and the lounges at the airports very comfortable. The ‘domestic’ business class service, flown by their A330-200/300 and 737-400 are OK, they are comfortable enough for the shorter flights although seats were the older style. Service again was very good. I am flying MH business class again in October 2008, Melbourne – Kuala Lumpur – Canton return, and I do look forward to flying with them again. My rating out of 5 would be just nudging 4.