Written on: 21/06/2013
We have booked for one way ticket from KL to SG. Departure 20 June at 2.40 p.m. No. of pax: 16 ppl. Booking no. bcvk4k and q6vy7c. We paid SGD569.41 for promo fares.
We arrived airport and cleared all customs. We were at the gate T10 within boarding time and the staff refused to let us enter while the screen still shows boarding.
A lady checked our ticket for almost 10 minutes (goodness! We could have been on the plane already) and said our luggage will be off loaded and we cannot board. While she was checking, the screen was still showing boarding. They rather hold up the flight to unload our luggage than to let us board which only takes less than 1 minute for us to walk to the air plane. This makes me wonder if our luggage was on board in the first place. I also wonder if we actually have seats on the plane or was it already sold off to someone else. If it was an overbooking situation, then please explain to us why. I know such things do happen when there is promotion and I have experienced it too. But it could be better managed than simply asking us to buy a new ticket!!!!!!!!
A more senior staff came by the name of Oliver Stanley and said we have to collect our luggage and catch another flight because captain said “No” and we have to pay the flight differences. He wasn’t helping much either.
We didn’t pay for any flight differences in the end as we were told to pay new tickets. We paid in additional RM5795 for the new flight as the service counter personnel said fare difference will be more expensive than buying new ticket. Service counter staff SUCKs big time. We asked to speak to managers and he told us everyone here are managers. Wow! What a great service he has rendered. He also said the senior management won’t be able to help us too even if we speak to them. Another WOW!
Tired, hungry and dehydrated. The whole process from collecting baggage to service counter to sales ticket took more than 3 hours!!!! We have old folks and young children with us. And as for me, I missed an important contract signing meet scheduled at 6 p.m. Time was wasted and we are paying so much more now for a one way trip for NO REASON.
We were there within the boarding time. Why can’t they let us board? Why do we have to suffer time loss and pay additional money? Is that how AA earn money?
For your information, I was monitoring another 2 other flights to Singapore and there were still groups of passengers entering the gate 9 minutes to departure time. Gate was only opened at 20 minutes to departure time. We were there so much earlier than them and we were rejected.
I don’t see a reason why we need to buy new tickets when we were all already there within boarding time and rejected by your staff groundlessly.