When it comes to passenger satisfaction, Malaysia Airlines is winning big.

Last year the Conde Nast Traveller Readers’ Choice Awards ranked it the 10th-best airline in the world and sixth for food.

The accolades continued with the Airline Passenger Experience Association (APEX) awarding Malaysia’s national flag carrier the coveted Four Star Major Airline 2025 status.

It’s been 50 years since Malaysia Airlines started flying its London to Kuala Lumpur route and to celebrate this anniversary – and to see if the airline’s service is everything it’s cracked up to be – I bag myself a business-class seat on this signature 14-hour flight.

CHOOSING THE SEAT AND CHECK-IN AT LONDON HEATHROW, TERMINAL 4

Jo Kessel tests Malaysia Airlines' business-class cabin on an A350 flight from London's Heathrow to Kuala Lumpur

Jo Kessel tests Malaysia Airlines’ business-class cabin on an A350 flight from London’s Heathrow to Kuala Lumpur

Malaysia Airlines allows business passengers to choose their seats for free months ahead of travel.

This is clearly a popular perk because there wasn’t much availability left by the time I went online to do it.

Nonetheless, I’m happy with my choice of 11A, a standalone seat by the window.

It’s quiet at Malaysia Airlines’ desks when I arrive at London’s Heathrow Airport and breeze through check-in.

I have a 15kg suitcase with me, but I could have carried way more – business-class passengers have a whopping 40kg check-in baggage allowance and can also take two 7kg cabin bags. Shopping spree here we come!

THE CABIN

SERVICE

The 'pristine' business-class cabin Jo is led to by an air hostess who, she says, has 'memorised business passengers’ names'

The ‘pristine’ business-class cabin Jo is led to by an air hostess who, she says, has ‘memorised business passengers’ names’ 

Mine’s a morning flight on an Airbus A350-900 and the cabin is pristine. The captain’s there to greet passengers (that’s a first) and female cabin crew are sporting the airline’s glamorous ‘Sarong Kebaya’ uniform, whose motifs include the country’s native hibiscus flower.

I’m led to my seat by an air hostess who’s memorised business passengers’ names and, along the way, I pass the ‘Business Suite’ cabin – an elevated experience that’s Malaysia Airlines’ answer to First Class.

It contains four pod-like berths, each housing a swanky, supersized seat, bed and table, cocooned by privacy screens.

THE SEAT – 1-2-1 or 1-2-2 CONFIGURATION

Pre take-off, Jo is served a signature non-alcoholic hibiscus and lychee cocktail (pictured on the right) as well as Champagne (left)

Pre take-off, Jo is served a signature non-alcoholic hibiscus and lychee cocktail (pictured on the right) as well as Champagne (left)

Jo is gifted a pair of pyjamas on the flight, which she's pictured wearing

Jo is given a 'fancy amenity kit' made by Aspinal of London, with products made by French beauty brand Payot inside

Jo is gifted a pair of pyjamas (left) and ‘a fancy amenity kit’ made by Aspinal of London (pictured right). ‘Inside are products made by French beauty brand Payot, whose facial mist really does revive and rehydrate cabin-pressurised skin,’ she says

The controls for Jo's lie-flat seat, which has a massage function

The controls for Jo’s lie-flat seat, which has a massage function

Seat 11A is a standalone seat that feels exclusive and private. There’s nobody next to me, as it’s a window and aisle seat rolled into one.

The seat is wide, fully retractable and has superb legroom and storage space.

In addition to a large work surface, the left-hand side cabinet has three compartments to stow belongings away. Then there’s a nifty little mirror, so you can redo your makeup and hair from your seat, instead of the WC. Also present is a water bottle holder and pouch for your phone.

Accoutrements are luxuriously oversized, and include a large pillow, duvet and mattress cover. Once we’re in the air, the hostess makes my bed – fully flat – and it’s extremely comfortable.

Back to that hibiscus print on stewardesses sarongs. Pre take-off, Malaysia Airlines serves a signature non-alcoholic hibiscus and lychee cocktail as well as Champagne. I try both and they’re equally delicious.

In fact, the cocktail’s so good I ask for another.

Now onto the techy paraphernalia: the seat controls are to my left and include a massage option; the USB charging socket is slightly hidden in the under-storage compartment and there’s also a power supply for a laptop.

All passengers have access to free Wi-Fi and yes, it does work. As for the entertainment system, it can be operated via touchscreen or by using the provided remote. We’re also given excellent noise-cancelling headphones, which I wanted to take home with me afterwards. Alas, not permitted.

What I can take away, however, is the pair of pyjamas I’m gifted, as well as a fancy amenity kit. It’s made by luxury leather goods label Aspinal of London and, post-flight, will make a very stylish clutch bag.

Inside are products made by French beauty brand Payot, whose facial mist really does revive and rehydrate cabin-pressurised skin.

FOOD AND DRINK

The menu in Malaysian Airlines' business class, with passengers able to enjoy chicken rogan josh, beef ribs, grilled seabass fillet and Malaysian satay

The 'dine anytime' offering featuring a selection of light bites

The menu in Malaysian Airlines’ business class, with passengers able to enjoy chicken rogan josh, beef ribs, grilled seabass fillet and Malaysian satay. There is also a ‘dine anytime’ offering featuring a selection of light bites

'There’s an extensive drinks menu and you’re allowed to try wines before deciding,' says Jo. She opts for a New Zealand Pinot Noir (pictured)

‘There’s an extensive drinks menu and you’re allowed to try wines before deciding,’ says Jo. She opts for a New Zealand Pinot Noir (pictured)

Pictured: The 'lip-smackingly sensational' satay chicken that Jo says is 'hands-down' the best dish she's ever eaten on a plane

Pictured: The panna cotta Jo has for dessert

Jo is served ‘lip-smackingly sensational’ satay chicken as her starter, and says it’s ‘hands-down’ the best dish she’s ever eaten on a plane. It’s followed by seabass and a panna cotta dessert

Above - the 'dine anytime' cheese plate that Jo enjoys

The egg noodle soup Jo is served from the dine anytime menu

Jo chooses to order some ‘dine anytime’ dishes instead of breakfast, including the cheese plate (left) and egg noodle soup (right)

Lunch starts with Malaysia Airlines’ signature business-class appetiser: Malaysian satay. The meat comes on skewers (lamb, beef or chicken) and is slow-cooked, hand-turned and served hot with a crushed peanut sauce. I’ve seen bloggers rave about it on YouTube and they’re not exaggerating. The satay is so lip-smackingly sensational that it’s, hands-down, the best dish I’ve ever eaten on a plane.

It’s also very filling but, thankfully, you can choose when you eat. I ask for an hour’s pause before I’m served the rest of the meal and it’s worth the wait. The starter is smoked salmon; it’s Malaccan grilled seabass is for mains and panna cotta for dessert.

I polish off the lot, washing it down with a New Zealand pinot noir. There’s an extensive drinks menu and you’re allowed to try wines before deciding.

The menu also has a ‘Dine Anytime’ section, a selection of dishes you can order whenever, from a cheese plate to sandwiches to egg noodle soup. I try a couple of these instead of the breakfast they serve before landing. Everything’s excellent.

ENTERTAINMENT

Jo enjoys the 16-inch, cinematic screen onboard the plane - although is disappointed it doesn't have a bigger range of TV programmes, documentaries and games

Jo enjoys the 16-inch, cinematic screen onboard the plane – although is disappointed it doesn’t have a bigger range of TV programmes, documentaries and games

The 16-inch screen is cinematic and, thanks to those noise-cancelling headphones, the sound is excellent.

There’s a decent selection of new releases and Hollywood movies, but there could have been a bigger range of TV programmes, documentaries and games.

Quiz game ‘Who Wants to Be a Millionaire’ is noticeably absent with no suitable alternative.

THE LOUNGE

Malaysia Airlines’ flagship Golden Lounge is in Kuala Lumpur airport.

It’s a sprawling glitzy affair, with views over the runway, a separate bar and a huge selection of hot and cold snacks.

There are also some swanky shower rooms should you be in transit and want to freshen up.

CONCLUSION

Malaysia Airlines offers an excellent business-class experience – and proves why passengers voted it as a top 10 airline and a top carrier for food. The crew is faultless – smiling and helpful from the beginning of the 14-hour flight to the end, taking note of whether you want to be woken up for a meal or not.

Had my lunch (particularly the satay) been dished up in a top London restaurant I’d have been equally impressed.

The business seats in the middle don’t feel quite so private, however, so top tip: select your seat early.

For more from Jo, visit Go with Jo

TRAVEL FACTS – AND RATINGS

Jo’s tickets were provided by Malaysia Airlines. Visit www.malaysiaairlines.com.

Malaysia Airlines offers twice daily flights from London Heathrow to Kuala Lumpur and return business -class fares cost from £3,249/$4,196pp.

VERDICT

Pros: Five-star service, food, drink and space.

Cons: Entertainment offering could be improved, although there was enough choice to keep me happy.

Rating out of five: *****

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