⭐☆☆☆☆
⭐☆☆☆☆ My family's experience with AirAsia at Pontianak Airport was one of the worst customer service experiences I have ever had. The staff member who identified himself as **Hasballah** treated our family with very little respect or empathy. We were travelling with three children, and instead of clearly explaining all available options regarding our slightly overweight cabin baggage, we were immediately presented with an extremely expensive excess baggage charge. Only after I refused was a much simpler and less expensive solution offered. This approach felt completely unethical. Presenting the most expensive option first while withholding cheaper alternatives until a customer objects seriously damages trust. It gave us the impression that maximizing revenue was more important than treating passengers fairly. **If you are flying AirAsia from Pontianak, be prepared to have your cabin baggage checked very carefully. My concern is not the baggage rules themselves, but the way they were enforced. Passengers should be informed of all available options from the beginning, not only after rejecting the most expensive one. Fairness and transparency should always come before maximizing charges.** The situation became even more upsetting when, after my son politely asked for the employee's name so we could file a complaint, Hasballah approached our family aggressively in the immigration area. As a parent, I felt I had to step between him and my child. No family should experience that while travelling. I later submitted a detailed complaint to AirAsia, but their response ignored the most serious concerns and simply repeated the airline's baggage policy instead of addressing the employee's conduct. Rules are one thing. Respect, honesty, transparency, and professionalism are another. Sadly, our experience showed a complete lack of all four. I cannot recommend AirAsia based on how my family was treated at Pontianak Airport. Booking Reference: QD663J Flight: AK1782 — Pontianak to Kuching Date of Incident: June 10, 2026