In the world of air travel, time is of the essence. A minute can make the difference between a smooth journey and an unexpected ordeal.
Victor, a traveller from Singapore to Malaysia, found himself in a perplexing and frustrating situation that left him questioning the rigidity of airline policies.
According to STOMP, he and his family were late for their check-in time by 5 minutes and subsequently not allowed to check in, despite there being about an hour before their flight.
He ended up having to pay $300 to book another flight that was 5 hours away.
A Race Against Time
An Early Arrival
Victor and his family arrived at Changi Airport, well ahead of their flight’s scheduled departure time. They had a flight booked to Kota Kinabalu, with a departure time of 12.10 pm on September 6th.
Their arrival at 11.11 am should have given them ample time to complete the check-in process and clear immigration before boarding.
The family proceeded directly to the automated self-check-in booths, hoping for a swift and efficient check-in process. However, the system hit a roadblock when it came to checking in Victor himself and their two kids.
The Manual Check-In
Unfazed by the initial setback, Victor and his family approached the manned counter to complete their check-in manually. Little did they know that this was the beginning of their ordeal.
To their astonishment, the airline staff informed them that they had missed the check-in time and were no longer eligible to board the flight.
Victor, with a sense of disbelief, pointed out that it was only 11.15 am, leaving a substantial 55 minutes before the plane’s departure.
The Rigid Check-In Policy
The Staff’s Explanation
Victor and his wife sought an explanation for this seemingly arbitrary rule. The airline staff’s response was unequivocal; they had missed the check-in deadline of 11.10 am, which was one hour before departure. According to the staff, there was nothing they could do to rectify the situation.
The family pleaded with the staff, explaining that the 55 minutes remaining before departure were more than sufficient to clear immigration and reach the boarding gate. The staff made a few phone calls but remained firm in their stance – the only option available was to book the next available flight.
With no other viable choice, Victor and his family reluctantly agreed to top up an additional $300 for the next flight, which was more than five hours later. This unexpected expense added to their growing frustration and disappointment.
The Impact on Passengers
An Unpleasant Experience
Victor’s ordeal with AirAsia left him with a bitter taste in his mouth. He expressed his dissatisfaction, saying, “I had a most unpleasant and disappointing experience with AirAsia.”
The family couldn’t help but question the airline’s strict adherence to the one-hour check-in policy. Wasn’t the 55-minute window sufficient for them to clear immigration and reach the boarding gate? Did the airline have to be so rigid in enforcing this policy?
Victor pointed out that in their previous experiences with other airlines, they had encountered similar situations where their check-in time was less than one hour before departure. However, these airlines had been more lenient and accommodating.