A couple experienced frustration and disappointment when they were denied check-in for their flight from Singapore to Malaysia by AirAsia, even though they arrived at the airport with nearly an hour to spare before the departure time.

Victor, one of the passengers, shared his unpleasant encounter with AirAsia, stating that they had a flight scheduled for Kota Kinabalu departing at 12:10 pm on September 6th. They reached Changi Airport at 11:11 am and proceeded to the automated self-check-in kiosks.

While the system successfully checked in Victor's wife, it encountered issues when trying to check in Victor and their two children. Consequently, they approached the staffed check-in counter for assistance.

To their dismay, the staff informed them that they had missed the check-in deadline and would not be allowed to check in anymore. Victor and his wife were taken aback, as they believed they had arrived with ample time it was only 11:15 am, with a full 55 minutes remaining before the flight's departure.

They contested this decision, but the staff maintained that they had missed the 11:10 am check-in time, which was one hour before the flight's scheduled departure, and claimed there was nothing they could do.

Despite pleading with the staff and explaining that they had initially spent some minutes at the self-check-in counter before heading to the staffed counter, which contributed to the delay, the airline staff insisted on their strict policy. Their only option was to book the next available flight, requiring an additional payment of approximately $300 (roughly RM1,037) with a departure time over five hours later.

The incident left the couple feeling extremely frustrated and disappointed with AirAsia's inflexible approach to check-in procedures. They questioned the necessity of such strict adherence to a one-hour check-in rule when they still had ample time to clear immigration and reach the boarding gate. They also pointed out that other airlines they had traveled with in the past were more accommodating in similar situations.

The couple found AirAsia's treatment to be harsh and unreasonable, as the airline's inflexibility caused them significant inconvenience and distress, an experience they had not encountered with other airlines.

Nonetheless, netizens contended that the family should have adhered to the airline's regulations and been mindful of the scheduled timing. They suggested that expecting an exemption solely because other airlines have been more accommodating may not be reasonable.

What do you think? Comment below your thoughts. 

Source: tnp.straittimes.com