A video emerged online by netizen @daryltanpy, complaining that he had arrived at his flight boarding gate 10 minutes before and the AirAsia staff refused to let him board the plane.
He was seen in the video confronting the staff members, asking them in a raised voice: “Why are we missing the flight? Please state!”
The staff member then replies “you’re late”, to which the man then questioned him further, asking “so what time is it now?”
He then proceeds to record the staff members’ employee passes, saying that he will “make it viral because this doesn’t make sense”.
In the comment section of his Instagram post, Tan clarified that:
“1. We were there 22mins before the boarding time.
2. There’s more than ten passengers who were by the boarding gate. One of them were crying.
3. According to klia2 website, “Keep in mind that that the boarding gate closes 20 minutes before departure.”
AirAsia’s guidelines on boarding time
According to AirAsia, the following time requirements apply for different flight numbers:
- For flights with numbers AK, FD, Z2, QZ, you must be at the boarding gate at least 30 minutes before the scheduled departure time.
- For flights with numbers D7, XT, and XJ, you must be at the gate at least 90 minutes before the departure time.
- It’s important to note that our gates close 20 minutes before the departure time. If you fail to be at the gate by then, you will not be allowed to board the flight.
Before boarding, please make sure to allocate enough time for the following tasks:
Check-in at the airport counters to obtain your boarding pass.
- Self-check-in and baggage drop-off if you have bags to check in.
- Present your travel documents for verification, especially for international flights.
- Go through security screening for your checked bags, if applicable.
- Clear immigration and security procedures for your carry-on baggage.