Distressing and Unprofessional Experience with AirAsia Thailand Ground Staff

falangUK · 2024-10-31T19:37:45Z

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.