KUALA LUMPUR: Malaysia Airlines has apologised for the trouble faced by a family on vacation in Turkiye recently and promised to get to the root of the problem.
In the statement, the airline said it had contacted the passenger Atieqah Azri on April 18 to update her on the progress of the investigation.
"We have kept the customer updated on the development of the investigation, which also involves Qatar Airways' handling of the situation in Istanbul.
"We will ensure the customer is given a complete explanation and resolution," the airline's customers relation team said when contacted today.
Yesterday, Atieqah posted a complaint on her Facebook page about the poor treatment she received on her return journey from Istanbul to Kuala Lumpur on March 2, and urged the airline to take responsibility for the fiasco.
Atieqah was informed that her infant's codeshare flight ticket could not be checked in as the Qatar Airways system showed that the ticket was not fully confirmed, leaving her, her husband, and their 6-month-old son stranded at Istanbul Airport.
The family were left to foot the bill simply to purchase new tickets. An amount over RM8,000 was paid on the spot.
Atieqah claimed that her appeal to the airline was ignored weeks after the family returned to the country, forcing her express her anger on the social media.