A Terrible Customer Experience From Taking Firefly Airline

Just a sharing of my recent experience of taking Firefly Airline with all my friends and visitors who are considering Firefly Airline…

No doubt Firefly airline (a subsidiary of Malaysia Airline) promise to provide cheap and budget air tickets to passengers, I would advise those who would like to give Firefly a try to be aware of the potential delay of Firefly flight at the 11th hour whereby you can practically do nothing at that time but a terrible experience. Eventually, the incidental cost incurred is even more costly than the saving you might save from the so called cheap ticket.

Based on my experience and I am not sure whether I am the unlucky one or not, out of 3 flights, 2 were delayed and resulting we missed the last boat to Pulau Redang and incurred additional necessary cost to stay a night at Kuala Trengganu and wasted a day of supposed to be “happy hours” at Pulau Redang.
Also, on the same day (mid of March 2008), not only the flight from Penang to Kuala Trengganu was delayed, we also met a bunch of unhappy passengers including foreigners with sour and long faces who faced the same bad experience whereby their flight from Penang to Pulau Langkawi was delayed too...Some of the passengers told me that they were paying RM300+ for a return ticket from Penang to Langkawi which is not really cheap for a low cost airline like Firefly Airline.

Trust me this is definitely not a good experience especially when you are expecting to have a great and relaxing vacation and enjoy your precious moment with your love one on the beach... and ended up talking to a bunch of unfriendly Firefly personnel (that I believe that they need to attend further training to improve their customer service skills).

It is not worth your vacation time talking to a bunch of inexperienced and irresponsible customer service personnel who can only offer 2 options to you when you are going to miss your last boat: (1) cancel your flight and get a refund or (2) reschedule your flight to another day…They just ignore all the hassle, opportunity cost and inconvenience caused by the delay of the flights conveniently…

In view of this unpleasant incident to lose both monetary on additional hotel accommodation and loss of accommodation and vacation time at Pulau Redang, we have filed a complaint and request for compensation as advised by Firefly customer service personnel via email to feedback@fireflyz.com.my. To our surprise and disappointment, it takes 3-4 weeks for Firefly to respond and reject our claim with a simple note “Your request of compensation has been declined” and no feedback to our complaint.

Personally, I view this kind of service as irresponsible and would like to share our experience and suggest those who really stretch on their time for not trying your luck and taking the risk. It is not worth to waste both your valuable time and money this way....