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Today at counter of check -in we have extra paid 5 kilos the total of 1750 Thai Bath, because the assistant of Air Asia checked my hand luggage, when we was not requested after we had 5 kilos more and we have requested my hand luggage back she told me will take a hour to coming back to me and probably I will loose my flight, first of all in this airport the assistant ‘s of air Asia they don’t speak English and don’t help the customers when we have requested at all they make pay this 5 kilos when I have requested my hand luggage with me, they sorry I don’t understand.... is not acceptable for Air Asia customers This type of scann for taking extra money do the customers... please I would like this total amount refund to me I am international customer I use 1st time Air Asia and This happened today 28/12/2018 we knew the rules we can take hand luggage of 7kgs and she checked my hand luggage without my permission I really upset and I will take this further up until my money being refunded

Product or Service Mentioned: Air Asia Baggage Policy.

Reason of review: Poor customer service.

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