A week ago, i received an sms from firefly saying that my flights have been cancelled due to organizational reformation, fancy phrase for saying theyre shutting off the flights coz theyre not making much profit. I called the customer service, her name was Rajes the one who talked to me, and she kept saying they will refund my money. I wasnt so mad about the money but about the timing. It was my booking for eid – i would like another ticket home, not the money if possible. But of course she kept saying it wasnt possible and got a bit angry when I asked her how am i supposed to get home now.

I am disgusted and apalled by their services. this is my 1st time flying a low cost/budget airline in msi, and dang, i wish i had just gone w airasia in the first place. i used to fly MAS when traveling overseas but since I have found much better deals when traveling overseas, i havent used their services for almost two years now. MAS hadnt been all great, but they hadnt been so bad either. And i thought firefly is under mas, so the management shudnt be so bad/such a nightmare.

i guess i was wrong. I’m nvr flying firefly again.

I use to say good thing about the firefly when people complain about it. But I pulled back my words. I am totally depressed and frustrated. My sister even has her flight departures an hour earlier but wasn’t notified. She reached the airport knowing that her flight leave 1 hour earlier that the original scheduled time. We had to complain and made noise before they put her on next day flight. I don’t see any efficiency of the operation. I really hope firefly will consider this thoroughly. Think properly when you plan out the work. Please don’t spoil Malaysia reputation.

STUPID Management lead to all this stupid thing…..

I highly NOT recommend Firefly to anyone who wants to fly.

Fire Fly, U change my schedule twice, caused my planning getting worst, wasting a lot of time, hotel room gone!
Those ppl same flight with me might suffering the same !

Result: Reduce M’sian productivity, “rugi” kepada negara.

“Malaysia Boleh” = apa-apa macam pun BOLEH berlaku !!!

How am i going to thrust Fire Fly?
How about the compensation?

A lot of forums talking about this issue,
so, no matter how good is your promotion / marketing also no point, ppl won’t thrust you if your schedule is keep changing at last minute without compensation !!!

Feedback from some of the customers:

WL Says:
April 14th, 2008 at 2:23 pm
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…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….
Just Sharlene Says:
June 18th, 2008 at 4:00 pm
I made a HUGE mistake by going with Firefly.
I am due to fly to Kuala Terengganu on Sunday and fly back on Wednesday. My flight back on Wednesday is initially scheduled at 4:00pm. I checked 3 days before my flight and found out that they changed the 4:40pm flight to 8:15am! And they DID NOT INFORM me! If I have not checked, I would happily arrive at the airport at 2:30pm on Wednesday only to find out there is no more flight out for that day. I would be stranded in Kuala Terengganu alone!
When I called Firefly and demanded to know when they are planning to inform me of the changes in flight, the customer service representative could not even give a straight answer. I wonder why they asked for my phone number and email when they are not even planning to use it!
I now had to cancel my 8:15am flight back as I am going to Gem Island and their earlier boat out is 9:30am. I then had to make an Air Asia reservation which cost me RM175.50 because it is a last minute booking.
A friend of mine had a similar experience. They took Firefly to Phuket but when they went to the airport to check in from Phuket flight back to Malaysia, they discovered the flight has been cancelled and NO ONE INFORMED them! They had to stay another night at Phuket and because there is no Firefly flight back the next day, they had to take MAS out. All this cost them more than RM1,000! When they made the complaint, Firefly refused to compensate them!
And if you think that Firefly, being a subsidiary of MAS, would offer a more reliable and responsible service. Well, you think wrong! I would NEVER EVER fly Firefly EVER AGAIN. I do not trust an airline that doesn’t have their customers well-being in mind and is ever ready to leave you stranded at the airport. I am upset because they changed the flight, but I am even more angry because they did not inform their paying customers of the change.

I can understand exactly how you feel. We should share this terrible customer experience to warn the rest of the potential passengers to be aware of the downside of Firefly’s lower cost that might have the possibility of unforeseen higher cost to be incurred.

On top of spending more what might incurred to take MAS or Air Asia, the worse part is spoiling our mood to have a great holiday that upset me the most…

In short, FireFly Airline is not reliable and I will never try my luck on FireFly again…

So, will you try your luck?

I am due to fly to Kuala Terengganu on Sunday and fly back on Wednesday. My flight back on Wednesday is initially scheduled at 4:00pm. I checked 3 days before my flight and found out that they changed the 4:40pm flight to 8:15am! And they DID NOT INFORM me! If I have not checked, I would happily arrive at the airport at 2:30pm on Wednesday only to find out there is no more flight out for that day. I would be stranded in Kuala Terengganu alone!
When I called Firefly and demanded to know when they are planning to inform me of the changes in flight, the customer service representative could not even give a straight answer. I wonder why they asked for my phone number and email when they are not even planning to use it!

I now had to cancel my 8:15am flight back as I am going to Gem Island and their earlier boat out is 9:30am. I then had to make an Air Asia reservation which cost me RM175.50 because it is a last minute booking.

A friend of mine had a similar experience. They took Firefly to Phuket but when they went to the airport to check in from Phuket flight back to Malaysia, they discovered the flight has been cancelled and NO ONE INFORMED them! They had to stay another night at Phuket and because there is no Firefly flight back the next day, they had to take MAS out. All this cost them more than RM1,000! When they made the complaint, Firefly refused to compensate them!

And if you think that Firefly, being a subsidiary of MAS, would offer a more reliable and responsible service. Well, you think wrong! I would NEVER EVER fly Firefly EVER AGAIN. I do not trust an airline that doesn’t have their customers well-being in mind and is ever ready to leave you stranded at the airport. I am upset because they changed the flight, but I am even more angry because they did not inform their paying customers of the change.

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…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….