Emirates First Class Mistake Fare Not Being Honored, But…

Filed Under: Emirates, Malaysia

So far I’d say it has been a pretty spectacular year for first class mistake fares.

Cathay Pacific published $800 roundtrip first class fares from Vietnam to North America. They honored them.

Cathay Pacific published $1,500 one-way first class fares from Portugal to Hong Kong. They honored them.

Cathay Pacific first class

One of the other cheap premium fares we’ve seen this year has been on Emirates. Specifically, you could book a $1,300 roundtrip first class fare that was marketed by Malaysia Airlines and operated by Emirates for travel between Kuala Lumpur and Dubai.

It’s pretty clear this fare was entirely Malaysia Airlines’ fault, since the tickets weren’t bookable at that price directly through Emirates.

These fares were published on January 5. This was no doubt a cheap fare, but it wasn’t so outrageously cheap that it was outside the realm of possibility, especially since there are often cheap premium cabin fares out of Kuala Lumpur.

Unfortunately Malaysia Airlines’ handling of this situation hasn’t been nearly as good as Cathay Pacific’s. The airline began canceling tickets a few days after booking, without even contacting passengers about it. Passengers only found out their tickets were canceled by logging into their reservations.

While Malaysia Airlines is refunding tickets and not honoring them, the good news is that they’re at least offering something to passengers who booked these tickets. Specifically, the airline is offering passengers who booked this one nonstop roundtrip economy ticket on Malaysia Airlines, valid for travel on select routes (including taxes and fees).

The ticket is non-transferable, and valid to the following destinations:

The full list of applicable destinations are as follow:

MALAYSIA: Alor Setar, Johor Baru, Kota Baru, Kuantan, Langkawi, Penang, Kuala Terengganu, Kota Kinabalu, Bintulu, Kuching, Labuan, Miri, Sibu, Sandakan, Tawau

ASEAN: Bangkok, Bandar Seri Begawan, Jakarta, Bali, Hanoi, Phuket, Medan, Manila, Phnom Penh, Yangon, Ho Chi Minh, Singapore, Surabaya

ASIA: Guangzhou, Chongqing, Fuzhou, Haikou, Hong Kong, Nanjing, Beijing, Shanghai, Taipei, Xiamen, Bangalore, Mumbai, Colombo, Dhaka, New Delhi, Hyderabad, Jeddah, Kathmandu, Chennai, Incheon, Osaka, Tokyo

So, a Malaysia Airlines economy ticket most definitely isn’t an Emirates first class ticket… šŸ˜‰

Emirates A380 first class

However, I do have to give Malaysia Airlines credit for at least offering something. It doesn’t change the fact that the airline communicated the situation horribly up until now (keep in mind this is 10 days after the fare was published), though offering something is better than what a lot of other airlines do.

(Tip of the hat to JRL)

  1. wow, props to them !! I have had many many mistake fares cancelled on me without the airline even batting an eye.

    nice move Malaysia

  2. Well.
    They can’t honor a mistake fare on a codeshare flight.
    If they operate this route, they could offer the change for a MH flight, not operated by Emirates.
    It’s economics. Imagine how much money they would have to pay to Emirates for this bookings.
    Better offer some free ticket on their flights than lose a lot of money for EK.

  3. Thatā€™s why Cathay Pacific is my favorite airline!!!
    Even more positive press for CX as people compare the two events.
    At some point, airlines should start looking at ā€œerrorā€ fares as part of the cost of doing business.

  4. wow of all the mistake fares we’ve had so far this year, I thought this one was the most likely to get honored.

  5. It amazes me that no one seems to be doing the math on the cost of the CX mistakes. Love the airline and service so much? Mistake fares like y’all bought are how you kill it. These fares and subsequent honouring may be popular with the aviation/points nerds, but they aren’t good for the industry overall nor the airlines you love so much.

  6. Ben, I am one of those affected by the cancellation. The economy class ticket provided is for a single sector and not a return ticket.

    Also, malaysia airlines is notorious for how long they are going to take to provide a refund.

  7. What a ham-fisted move by MH ! Who in their right mind, after looking forward to a F Emirates flight would be interested in a (one-way) flight to somewhere they don’t want to go to in MH Economy?
    Not a classy solution; would have been much better to email affected travellers promptly with an apology, and advising cancellation.

  8. On a previous post in OMAAT a few days back I read a comment of an upset passenger shaming Emirates and Malaysia for not honoring their mistake unlike Cathay did. Hold on buddy (canā€™t recall your name sorry). Emirates has endless codeshare flights. They canā€™t be possibly responsible even one tiny bit of someone else mistake. Take it on MH eventually. Definitely not on EK, whom are known to care of their customers not any less than other top carriers. Whenever they were at fault in the past Iā€™ve always been rewarded and received professional apologies.

  9. @Lucky In my honest opinion I don’t think Malaysia Airlines intends to deliver on the complimentary flight they are promising. I made my booking on Jan 6th, it was suspended without notice on Jan 7th at 10:52 PM PST according to Orbitz. I called Orbitz to cancel the booking at 11:24 PM PST on Jan 7th, while I was in the 24 hour cancellation period, till 11:50 PM PST. I was told I would be refunded in 24-48 hours. But it wasn’t able to actually be cancelled, since Malaysia suspended the itinerary. Till this day I have not been refunded, am being told it will take up to 3 months to get a refund from Malaysia Airlines. Malaysia Airlines says Orbitz is responsible for the refund, because they collected the payment. And Orbitz is saying Malaysia Airlines is responsible for the refund, because they charged my card, which is true. Malaysia Airlines will never respond to an e-mail, and their Twitter teams keeps DM’ing me requesting me to continue waiting for a response. And if you want to be able to book the complimentary ticket, your suspended itinerary status needs to be changed to open, but Malaysia Airlines won’t do it, till your refund is processed. So someone like me, who is supposed to be flying out of KUL on Jan 20th, will basically go without a refund for a while, while having to pay my credit card bill for a flight I can’t fly. I will have no ticket outbound of KUL or complimentary ticket, that I can actually book. If you want anymore details I’d be happy to forward you screenshots and e-mails I’ve received from Orbitz regarding this situation so far. The way Malaysia Airlines is handling is is absolutely unprofessional and downright sketchy.

  10. I was not notified of cancellation and booked connecting flights on MH from hanoi to KUL then from KUL home through BKK to MDL based on confirmations even with a confirmation from Emirates. I have attempted several emails and twitters to resolve and to have connecting flights on MH cancelled and credited with no response, an economy flight from KUL within Asia is of little or no interest to me.

  11. multiple requests for information regarding cancellation of connecting flights to and from kul and the alleged free ticket on both twitter and facebook have still gone unanswered – has anyone gotten resolution? Shouldn’t they also cancel without penalty flights booked to/from kul? Credit still has not posted to my cc.

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