Malaysian Airlines has apologised to passengers who said that it poorly handled an emergency situation on Monday for flight MH066 bound for Incheon, South Korea, from Kuala Lumpur.

About 270 passengers on the A330-300 Airbus awoke in panic at 3am when the pilot suddenly announced that the plane's generator had failed .

 

The plane was then diverted to Hong Kong airport.

 

At least one MH066 passenger, Abani Tamby, had complained on Facebook that they were left stranded for almost seven hours in Hong Kong without proper help or explanation.

 

Malaysiakini forwarded the complaints to MAS, who responded today that it had tried its best.

 

"Malaysia Airlines staff had to check available seats and flight departure timings with many carriers in Hong Kong International Airport to ensure that as many of our passengers as possible could be booked on the earliest flight out, to their planned destination.

 

"As it is currently a peak holiday period, we had to quickly engage and deploy nine handling agents to man the transfer counters to assist in expediting the transfers," a MAS rep said in an email.

 

Abani had said that that the MH066 passengers only received their onward flight tickets at 11am after raising a ruckus. The flight had landed in Hong Kong at around 3.45am. They started flying from Hong Kong to Incheon only at about 2.45pm.

 

"MAS was not responsible and not sensitive to passenger needs. There were some who were pregnant, and others with children who were traumatised, tired and hungry - who can we complain to?" he asked.

 

MAS denied that it gave no ground service to the stranded passengers.

 

"Upon arrival, the passengers were given meal vouchers and the transfer process to other carriers was expedited as quickly as feasible for all 271 passengers," the MAS rep said.

 

MAS also confirmed that the flight was diverted due to an "inoperative aircraft generator" which supplies normal electrical power. But this was for "rectification" purposes as the electrical power continued to be supplied by the auxiliary power unit, it added.

 

"Once again we deeply regret the incident and apologise to all passengers affected and we hope to serve you better on your next trip with us," MAS said.