In a brief statement, the national carrier said the exercise was part of a regular and ongoing network review process which would ensure its operations were in line with its strategy to focus on “sustainable routes”.
“Malaysia Airlines sincerely apologises for any inconvenience caused to customers.
“Reallocation plans are in place for customers with a confirmed booking while others are entitled to refunds or conversion to other destinations.”
Earlier today, it was reported that the direct flights had been cancelled, apparently without adequate notice.
According to NT News, the move caught travellers, travel agents and Australia’s Northern Territory (NT) government off-guard.
The report added that there was confusion about exactly when the service would end.
NT News was told by Malaysia Airlines that the direct service between Darwin and Kuala Lumpur had been cancelled effective immediately. However, the news portal noted that online schedules showed the last service as being on July 27.
NT Tourism Minister Lauren Moss was quoted as saying that although there had been no formal announcement yet from Malaysia Airlines, the service would end on July 28.
The report said as of last weekend, Darwin travel agents were still taking bookings for the Darwin-Kuala Lumpur route.
NT News added that the agents it had contacted said they had been told Monday morning that Malaysia Airlines would be making an announcement about the Darwin-Kuala Lumpur route within 24 hours.
According to the report, travellers who paid for flights from Darwin are being told that their flights are now departing from Singapore.
The report said several angry travellers had contacted NT News, complaining that they were told their tickets would not be refunded. This means they would have to pay the cost of flights from Darwin to Singapore to use their tickets.
Moss was quoted by NT News as saying: “This news is extremely disappointing but one that has ultimately been made for commercial reasons.
“The Territory Government has worked with NT Airports and Tourism Australia to support this service, including offering cooperative marketing opportunities and meeting with airline representatives in Kuala Lumpur as recently as this month.”
Following the cancellation, several customers took to Twitter hoping for answers to their predicament.
One woman, identified as Lisa, said she had booked flights out of Darwin in six weeks time.
“I am now very worried,” she said.
Dan Carroll asked why the national carrier had cancelled the flights, adding that he had booked a flight in August.
He was also upset that Malaysia Airlines was not replying to his queries.
“Really bad customer service when news reports are telling you that flights are cancelled 2 days and the airline still hasn’t confirmed.”
Malaysia Airlines cancels KL-Darwin flight, Australians surprised