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AirAsia review: Checking in

Shin Thant of VN

Apr 30, 2026 8:53 am UTC

Verified customer

Featured review

I had a very disappointing experience at the check-in counter (Counter 30) at Da Nang International Airport on April 30, 2026, (around 3:10 pm and 3:15 pm)for flight FD639 from Da Nang to Bangkok (Don Mueang).

During check-in, the staff member assisting us was unfriendly and dismissive. When we asked about the fee for excess baggage, he did not clearly explain the cost or payment process, which created unnecessary confusion and stress.

Communication was also a major issue. As a front desk staff member handling international passengers, clear and effective English communication is essential. Unfortunately, he was unable to explain things clearly, which made the situation more difficult for us.

What upset me most was the way we were treated. As travelers from Myanmar, we felt that the staff member made assumptions about our ability to pay, which was uncomfortable and disrespectful. When I asked where I could exchange USD to Vietnamese Dong, his response made it seem like he assumed we did not have the money, instead of simply providing helpful information.

All passengers deserve to be treated with respect and given clear, professional communication regardless of their background. I hope this feedback is taken seriously and that improvements are made in staff training, communication skills, and customer service.

Desired outcome: We should like to have appropriate apology!!!

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