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AirAsia review: Urgent complaint and request for explanation: denied boarding experience on august 28, 2023, flight from bangkok to the us

Kiana Qu of New York, US

Sep 22, 2023 6:58 pm EDT

Verified customer

Featured review

Dar AirAsia Customer Service,

I am attempting to file a complaint; however, the 'Chat with Bo' service is not accepting my complaint, and I couldn't find an email contact either. The provided phone number is international, and I couldn't reach a real person.

I purchased a flight ticket for August 28, 2023, from Bangkok to Tokyo, with a connection to the US. However, I was denied boarding right at the plane's entrance in Bangkok. I was held for hours, frightened, and then sent to immigration. I had to obtain a visa to enter the country and purchase a new ticket to return to the US. Throughout this ordeal, there was no one available to listen to me or offer assistance. The person escorting me refused to say a word. It was an extremely distressing experience, and I genuinely felt like I was in danger, especially given the concerning stories associated with Thailand.

I believe there might be a misunderstanding. I was only in Tokyo for a 2-hour layover as I was connecting to another flight, which was also booked through your service. My final destination was the US.

As far as I understand, a Japan visa is not required for a 2-hour layover, and US green card holders typically do not need a visa for short stays in Japan, whether for tourism, business meetings, or connecting flights.

I am submitting this complaint and urgently requesting an explanation for the events that transpired.

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