A day before the return flight, MAS sent me an email that online check-in is available. I was unable to check-in and proceed to call MAS customer service. The customer service agent informed me that there was no issue with my reservation and I just have to check in at the airport. However, on the return flight, the ground crew was unable to issue me a ticket. The ground crew instead advise me to contact the ticket agent / customer service. After a frustrating 50 min of long distance call, they just refuse to issue me a ticket.
At the end, I had to buy another flight ticker through another airline to return home. Upon returning, I lodge a complaint with MAS. This was their feedback:
I am still dissatisfied at the response and the article itself. The article uses the word "OR" meaning that they would either cancel onward OR return reservations. But not both and they cannot cancel arbitrarily, isn't it? Furthermore, they did not explain the case whereby I called them a day before the returned flight and they were the ones who had assured me that there was no issues with my return flight.
May we refer to Article 6.7 of our General Conditions of Carriage does state the following:
“6.7 Cancellation of Onward Reservation Made by Carrier”
“If you do not use a reservation and fail to advise us in advance, we will cancel or request cancellation of any unused onward or return reservations for your journey.”
Can any language expert or law expert comment on this? Thanks.