Has anybody else had strange experiences in the new first class Golden Lounge at KUL? I was just in there for the first time and sat down wanting a drink (soft drink or alcoholic- I wasn’t sure at this point). There was no bar in the loungeand no drinks in the buffet area apart from water. The lounge was quiet and there were several staff standing around. I waited 10 minutes after sitting down and nothing happened. Other people in the lounge had drinks. In the end I got up and asked one of the many staff how you go about getting a drink. She replied asking what I wanted. I replied that I wasn’t sure what I felt like and asked if they had a drinks menu at all? She said I would have to go next door to the business lounge for that.
After going next door and seeing how busy it was in there, I gave up and went to the Cathay lounge. Not as nice but at least it’s quiet and everything is clear!
I felt like I was completely snubbed in this lounge and don’t plan on going back. Just wondering if anyone else has had any similar experiences?
Ive heard from past reports that the staff have a reputation for being sub-par with the lounge being over staffed but none of the staff actually doing anything
Last editedby freshthoughts at Jul 22, 2018, 01:52 PM.
I could write a book about my experiences in that lounge. Malaysia Airlines is really just a 3rd world "can't do" airline along the same lines as EgyptAir or Aeroflot.
I’ve only ever been to the business side of the lounge, but found the food incredibly delicious, staff super friendly and helpful too. Like all most lounges in Muslim countries, the bar was tucked away out of sight (I was thankful they actually had one!) - but still had a decent view with a reasonable selection.
Being honest, I thought the experience was better than any of the business lounges (domestic or international) in Aus.
I’ve only ever been to the business side of the lounge, but found the food incredibly delicious, staff super friendly and helpful too. Like all most lounges in Muslim countries, the bar was tucked away out of sight (I was thankful they actually had one!) - but still had a decent view with a reasonable selection.
Being honest, I thought the experience was better than any of the business lounges (domestic or international) in Aus.
My post wasn’t really about being served alcohol, more about being served anything at all. Especially considering the number of staff in the lounge outnumbered the passengers.
Can someone please clarify what should happen there? If I wanted a soft drink, are the staff supposed to come over and take an order and bring it to you? If I wanted an alcoholic drink, is it expected that I go to the bar in the business section and then bring my drink back through?
I’ve only ever been to the business side of the lounge, but found the food incredibly delicious, staff super friendly and helpful too. Like all most lounges in Muslim countries, the bar was tucked away out of sight (I was thankful they actually had one!) - but still had a decent view with a reasonable selection.
Being honest, I thought the experience was better than any of the business lounges (domestic or international) in Aus.
My post wasn’t really about being served alcohol, more about being served anything at all. Especially considering the number of staff in the lounge outnumbered the passengers.
Can someone please clarify what should happen there? If I wanted a soft drink, are the staff supposed to come over and take an order and bring it to you? If I wanted an alcoholic drink, is it expected that I go to the bar in the business section and then bring my drink back through?
I've never expected table service anywhere in the lounge except in the dedicated dining room.
If you would like a drink you need to wave and wave! There are a lot of staff and they are trained to stare blankly and ignore you or to chat among themselves and ignore you. Once you make contact and receive your champagne, naturally enough they won't make any effort to keep your glass topped up. They have a full bar, so mostly you will be able to have whatever you ask for. I find they aren't overly trained in the alcohols or the measures, so an entire water glass full of vodka or brandy is likely to come your way! That said, I've been going to that lounge since the airport opened, nothing has changed, I'm very used to the "service" and actually like the lounge!
I've flown many sectors with MH both long haul and intra-asia and have always found the service to be excellent. As far as the lounges are concerned I have used all of them at KUL in both Satellite and Regional terminals. The First Lounge is meant to be a quiet, relaxing haven complete with sleeperettes. Staff serve you wherever you are sitting - make eye contact or gesutre for service or simply just approach one. The restaurant is akin to a'la carte dining. I think there's a certain level of 'assumed knowledge' about the lounge and how it works, what drinks are available or what the house champage is but agree it's just not clear if you're an infrequent user. I can understand if it seems odd to some users - it is very quiet, and the service very under-stated - is this a good thing? I'm not so sure but I still make use of the lounge when I am there as it is very quiet, i have never seen it 'busy'.
The business lounge next door is more akin to a Qantas business lounge, it's bigger, has the full range of everyting on display, full bar, barista coffee and lots of self service options and the atmosphere isn't bad either.
Agree it's strange they don't have a menu (but possibly an English second language issue).
Eg. You said Do you have a bar menu? They heard it as do you have/where is the bar? and pointed you next door.
But then you could have just ordered a coke/beer/g&t or gone next door and done the same thing, rather than walking to the CX lounge (which in my experience is pretty average)
Hit and miss - I frequently visit the lounge and now know to ask them for your first drink when you walk in, and to let them know you'll be looking for a top-up in around 20 mins or so. Some of the staff are proactive and will come and ask, but its rare.
Having said that, not many lounges (if any) are table service (except for dining areas) but I do agree the lack of a self service option or a staffed bar does make it confusing. If on entry the staff said "Welcome to the lounge - if there is anything i can get for you, please let me know", it would help!
Hi Guest, join in the discussion on
Malaysia Airlines Golden Lounge First Class
rwSydney
rwSydney
British Airways - Executive Club
Member since 23 Mar 2018
Total posts 48
Has anybody else had strange experiences in the new first class Golden Lounge at KUL? I was just in there for the first time and sat down wanting a drink (soft drink or alcoholic- I wasn’t sure at this point). There was no bar in the loungeand no drinks in the buffet area apart from water. The lounge was quiet and there were several staff standing around. I waited 10 minutes after sitting down and nothing happened. Other people in the lounge had drinks. In the end I got up and asked one of the many staff how you go about getting a drink. She replied asking what I wanted. I replied that I wasn’t sure what I felt like and asked if they had a drinks menu at all? She said I would have to go next door to the business lounge for that.
freshthoughts
freshthoughts
Qantas - Qantas Frequent Flyer
Member since 08 Aug 2016
Total posts 112
Ive heard from past reports that the staff have a reputation for being sub-par with the lounge being over staffed but none of the staff actually doing anything
antkleve
antkleve
American Airlines - AAdvantage
Member since 15 Feb 2013
Total posts 18
I could write a book about my experiences in that lounge. Malaysia Airlines is really just a 3rd world "can't do" airline along the same lines as EgyptAir or Aeroflot.
whoppersandwich
whoppersandwich
Qantas - Qantas Frequent Flyer
Member since 11 Dec 2017
Total posts 125
I’ve only ever been to the business side of the lounge, but found the food incredibly delicious, staff super friendly and helpful too. Like all most lounges in Muslim countries, the bar was tucked away out of sight (I was thankful they actually had one!) - but still had a decent view with a reasonable selection.
rwSydney
rwSydney
British Airways - Executive Club
Member since 23 Mar 2018
Total posts 48
My post wasn’t really about being served alcohol, more about being served anything at all. Especially considering the number of staff in the lounge outnumbered the passengers.
eminere
eminere
Member since 25 Sep 2013
Total posts 376
My post wasn’t really about being served alcohol, more about being served anything at all. Especially considering the number of staff in the lounge outnumbered the passengers.
I've never expected table service anywhere in the lounge except in the dedicated dining room.
HugoDrax
HugoDrax
Member since 14 Oct 2016
Total posts 4
If you would like a drink you need to wave and wave! There are a lot of staff and they are trained to stare blankly and ignore you or to chat among themselves and ignore you. Once you make contact and receive your champagne, naturally enough they won't make any effort to keep your glass topped up. They have a full bar, so mostly you will be able to have whatever you ask for. I find they aren't overly trained in the alcohols or the measures, so an entire water glass full of vodka or brandy is likely to come your way!
That said, I've been going to that lounge since the airport opened, nothing has changed, I'm very used to the "service" and actually like the lounge!
nixjet
nixjet
Qantas - Qantas Frequent Flyer
Member since 03 Jan 2013
Total posts 27
I've flown many sectors with MH both long haul and intra-asia and have always found the service to be excellent. As far as the lounges are concerned I have used all of them at KUL in both Satellite and Regional terminals. The First Lounge is meant to be a quiet, relaxing haven complete with sleeperettes. Staff serve you wherever you are sitting - make eye contact or gesutre for service or simply just approach one. The restaurant is akin to a'la carte dining. I think there's a certain level of 'assumed knowledge' about the lounge and how it works, what drinks are available or what the house champage is but agree it's just not clear if you're an infrequent user. I can understand if it seems odd to some users - it is very quiet, and the service very under-stated - is this a good thing? I'm not so sure but I still make use of the lounge when I am there as it is very quiet, i have never seen it 'busy'.
The business lounge next door is more akin to a Qantas business lounge, it's bigger, has the full range of everyting on display, full bar, barista coffee and lots of self service options and the atmosphere isn't bad either.
Doubleplatinum Banned
Doubleplatinum Banned
Qantas - Qantas Frequent Flyer Platinum
Member since 07 Feb 2013
Total posts 431
So you are having a whinge because you couldn't open your mouth somewhere with no table service?
brettepi
brettepi
Member since 10 Jul 2017
Total posts 86
dont fly this airline.
moa999
moa999
Qantas - Qantas Frequent Flyer
Member since 02 Jul 2011
Total posts 835
Agree it's strange they don't have a menu (but possibly an English second language issue).
twkgill
twkgill
Qantas - Qantas Frequent Flyer
Member since 17 Jul 2015
Total posts 18
Hit and miss - I frequently visit the lounge and now know to ask them for your first drink when you walk in, and to let them know you'll be looking for a top-up in around 20 mins or so. Some of the staff are proactive and will come and ask, but its rare.