Distressing and Unprofessional Experience with AirAsia Thailand Ground Staff

[falangUK]

 

I recently had a very disappointing experience with AirAsia Thailand on a flight from Bangkok (Don Mueang) to Colombo. As a frequent traveler with over a decade of flights under my belt, I did not expect the level of unprofessionalism and obstruction I encountered at the boarding gate.

The issue arose just before boarding, when a staff member suddenly insisted that I needed two blank passport pages to be allowed on the flight, despite my valid visa for Sri Lanka. I was puzzled, as I had researched entry requirements from both the UK’s Foreign and Commonwealth Office (FCO) and Sri Lankan immigration ([https://www.immigration.gov.lk/index_e.php](https://www.immigration.gov.lk/index_e.php)) and found no mention of this supposed rule. Even AirAsia’s own travel guidance for Sri Lanka did not list such a requirement. Despite my polite explanations in both Thai and English, the staff member refused to listen, persistently asserting that I could not board without these blank pages.

Adding to my frustration, the staff member was unwilling to provide official identification beyond a misspelled name. This lack of accountability was concerning, especially considering her unprofessional conduct. To make matters worse, she raised her voice and made a public scene, questioning my eligibility to fly in front of other passengers and causing me significant embarrassment. Two of her colleagues had previously confirmed my documents were in order, but this particular staff member appeared determined to obstruct my boarding process.

The situation was even more distressing as I was traveling for a family emergency after a bereavement, which I explained to the staff member. Despite this, she showed no empathy and continued with her obstructive behavior. The ordeal escalated when she began photographing multiple pages of my passport, including visa stamps, without my consent—an unacceptable invasion of privacy.

Although I was eventually allowed to board, the experience left me unsettled and with a serious lack of confidence in AirAsia’s handling of customer service. I have since filed a formal complaint with AirAsia (Case Reference Number: 174557816) and have yet to receive clarification on whether this “two blank pages” rule is a real requirement, as none of the official resources mention it.

Given this experience, I feel compelled to warn other travelers about potential issues with AirAsia’s ground staff, especially when dealing with sensitive or urgent travel plans. Until AirAsia addresses these service concerns and clarifies their staff’s understanding of actual immigration guidelines, I would be very cautious about flying with them.

[it is what it is]

that's five minutes of my life i'll never get back

[scubascuba3]

29 minutes ago, it is what it is said:

that's five minutes of my life i'll never get back

thanks, saved me reading it

[GypsyT]

When I arrived late to DMK Air Asia I thought I've missed the flight.

However, it was 45min late and lady was about close the luggage handling.

When she saw me said; "Come quickly, I get you in!"

She also called safety guys back and they came to do X-ray. I was on the way to Nha Trang.

I made the flight by a minute or two.

Excellent service!

 

[treetops]

Brits don't need a visa (or two blank pages) but do need 6 months left on their passport and a return/onward ticket.

 

What did you say or do that made her change her mind?

[NoDisplayName]

To enter Sri Lanka, all foreign visitors must follow the Sri Lanka entry requirements, including possessing a valid passport that remains valid for at least six months beyond the date of entry. It is crucial to ensure that your passport has sufficient blank pages for visa stamps and immigration purposes.

https://www.srilankaimmigration.org/news/sri-lanka-entry-requirements-a-comprehensive-guide-for-travelers

 

To enter Sri Lanka, passports should have one blank page and be valid for no less than six months from the date of arrival.

https://www.worldtravelguide.net/guides/asia/sri-lanka/passport-visa/

 

[GypsyT]

International traveling is like putting together IKEA table.

 

- IF anything else fails - reed the instructions!

 

[digbeth]

the airlines are on the hook for sending you back if you were refused entry into a country, so it's understandable some staff might be over cautious, 

 

but it is rare that staff at the boarding gate will be raising this is unusual though, normally this would be handled at the check in desk, but for case wher passengers don't have luggage and print their own boarding pass there must be extra checks at the gate

[NoDisplayName]

List of Blank Passport Page Requirements by Country

Sri Lanka   1

https://www.us-passport-service-guide.com/passport-pages-for-visas.html

[SingAPorn]

I prefer the bikini clad air hostesses of Viet Jet Air...

[DonniePeverley]

You are correct in stating Sri Lanka do not require two blank pages of your passport. 

 

This over zealous official, must assume the two page requirement is a blanket rule for all destinations. 

 

The problem with these Low cost carriers is they are very hard to pin down or have an effective complaints procedure - primarily as they have little competition or can't afford to deal with issues. 

[DonniePeverley]

22 hours ago, NoDisplayName said:

List of Blank Passport Page Requirements by Country

Sri Lanka   1

https://www.us-passport-service-guide.com/passport-pages-for-visas.html

 

Not correct. This is for visas. The OP already has a visa. He would only have needed a stamp. But even if you went by that page for a visa, he still only needed one page. 

[treetops]

23 hours ago, DonniePeverley said:

Not correct. This is for visas. The OP already has a visa.

 

OP had no need for a visa.  He's not the smartest of travellers going by his post.

[Caldera]

On 11/1/2024 at 2:37 AM, falangUK said:

As a frequent traveler with over a decade of flights under my belt

 

I'm surprised that you, being a seasoned traveler, don't renew your passport well before running low on blank pages.

 

It saddens me to say this, but in Thailand I've learned not to expect "professional" behavior. More often than not, people we're dealing with didn't get their job because of their qualifications - and it shows. 

[Nick Carter icp]

On 11/1/2024 at 4:23 AM, scubascuba3 said:

thanks, saved me reading it

 Arrived at the airport with two blank  pages left in his passport and he got on the flight 

[richard_smith237]

On 11/1/2024 at 4:23 AM, scubascuba3 said:

On 11/1/2024 at 3:54 AM, it is what it is said:

that's five minutes of my life i'll never get back

thanks, saved me reading it

 

I read it... and it reinforces my opinion not to use budget airlines...  

 

In a 'somewhat' similar issue with Thai Airways... my Wife had less than 6 months remaining on her passport when we were flying to Japan...   the check-in staff picked up on this and said my Wife could not travel due to this...  After speaking with a supervisor we signed a waver that absolved the Airline of responsibility if my Wife was rejected entry in Japan based on this technicality (no issues).

 

Thus: Air Aisa 'could' have allowed the Op to sign such a waver if they wanted to... But, I find Budget Airlines staff to be the opposite of service minded when an obstacle pops up... 

 

 

Though the Op still took his flight - there was no need for this issue. 

 

That said: Thai Airways have been difficult in the past...   when they used to demand to see the credit card used to purchase the ticket - I recall our card had expired by the time of travel and we had a new one, so while the card was the same account, we hit a brick wall with the staff who argued that it was a different card number and thus a different card !!.. 

 

Sometiems the staff at Airlines can be difficult - that little bit of decisin making power and turn  some of them into power trippers (particularly in Europe).

 

 

 

[georgegeorgia]

On 11/1/2024 at 7:54 AM, it is what it is said:

that's five minutes of my life i'll never get back

Probably you don't have a life in the first place ?? Would I be correct?

 

[georgegeorgia]

11 hours ago, richard_smith237 said:

 

I read it... and it reinforces my opinion not to use budget airlines...  

 

In a 'somewhat' similar issue with Thai Airways... my Wife had less than 6 months remaining on her passport when we were flying to Japan...   the check-in staff picked up on this and said my Wife could not travel due to this...  After speaking with a supervisor we signed a waver that absolved the Airline of responsibility if my Wife was rejected entry in Japan based on this technicality (no issues).

 

Thus: Air Aisa 'could' have allowed the Op to sign such a waver if they wanted to... But, I find Budget Airlines staff to be the opposite of service minded when an obstacle pops up... 

 

 

Though the Op still took his flight - there was no need for this issue. 

 

That said: Thai Airways have been difficult in the past...   when they used to demand to see the credit card used to purchase the ticket - I recall our card had expired by the time of travel and we had a new one, so while the card was the same account, we hit a brick wall with the staff who argued that it was a different card number and thus a different card !!.. 

 

Sometiems the staff at Airlines can be difficult - that little bit of decisin making power and turn  some of them into power trippers (particularly in Europe).

 

 

 

I love all your posts Dick 

[richard_smith237]

2 hours ago, georgegeorgia said:

I love all your posts Dick 

 

 

When selecting my user name on ThaiVisa.com, I purposefully opted for ‘Richard,’ fully aware that a handful of predictably dull-witted individuals might seize the opportunity to flex their intellectual poverty by snidely referring to me as ‘Dick.’

 

To my mild astonishment, most of those with whom I don't always agree have managed to resist the temptation, sparing themselves the embarrassment of revealing just how lacking in originality they truly are.

 

Yet, there are always a few who, bereft of wit and imagination, inevitably fall into that pit of mediocrity.

 

Congratulations on confirming precisely what I suspected of you !!!