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Shenzhen international airport / Services

1 China

On 3rd February, me and my friend arrive the airport at around 20:10 by shuttle bus. We have printed the boarding pass and expected to take the plane that departs at 9:20 (AK 89). However, when we want to enter the gate, people there do not allow us to enter without giving any explanation. Eventually we can only stay outside with the staff ignoring our situation. After that someone from AirAsia claimed to help us to buy the ticket and they have kept our passport in the counter where we could buy the new ticket. At the beginning, the staff there told us that they could still help us to buy the tickets that depart on that night. However, they did not follow our case, and they even forgot they have kept our passport. We tried hard to talk to the staff there and when they notice us again, they said we cannot only buy the tickets which depart tomorrow and it is more expensive. We have no choice but to stay overnight in the airport. We were so desperate. The environment there is really worse and we can use no words to describe how bad we felt that night. We cannot sleep or even find a comfortable place to settle down. We think this is unacceptable for an international airport. You could never imagine what impact has this incident brought to us throughout the whole trip. The feeling of hopelessness and insecurity, which makes me difficult to trust others, especially people who work in the airport, in the future. We are really disappointed by that.
On 7th February, the day I arrive Shenzhen international airport from Kuala Lumpur, my luggage handle was damaged which brings me great inconvenience. I was really angry as I have to hold my heavy luggage to Hong Kong.

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