Unattended Baggage

Recently, while we were at the airport in Kuching, Borneo waiting for our flight to Kota Kinabalu, we encountered some unattended baggage. We were incensed at staff reaction to it once we had brought it to their attention. So much so that I wrote a letter of grievance to Air Asia. You can read it yourself and see what you think. We'll let you know if and when we receive a reply...

To whomever this may concern,

Recently, I had an unpleasant experience concerning several Air Asia staff that was both extremely concerning and disappointing.

I was travelling with my partner from Kuching airport to Kota Kinabalu. While waiting for our flight at gate R3, my partner went for a walk while I completed some work on my laptop. Sometime later my partner returned and immediately noticed a wheeled bag slightly larger than is normally allowed as cabin baggage directly opposite us about 8 feet away. With nobody in its direct vicinity appearing to own the bag, we were both alarmed enough to move away from our gate, even though we were about to board. Whilst moving away from the bag, I notified a cabin crew member, who was uninterested. I then alerted three Air Asia staff at the next gate, all of whom had radios. Their response was, “it’s ok, it won’t be stolen.” I was made to feel like I was stupid and that I was overreacting.

As you can imagine I was shocked at their lack of interest in something that was causing us some distress, despite the fact that they completely misinterpreted the reason why I was alerting them to its presence. It took three visits to the desk before I informed them that our concern was not that it may be stolen, but that it may contain explosives, which is why it was left there – something that is not so unimaginable in today’s world. I also stated that in England it would have been taken away and destroyed. Even at this point, staff showed little interest and the bag remained where it was left.

We were outraged at this incident, which consequently made us feel very unsafe, and Staff reaction at something so important stunned and angered us both. I am sure you will agree that terrorism is a universal and worldwide fear, especially at airports, and security is therefore everybody’s responsibility.

We have travelled Air Asia many times over the past 6 months and have been impressed by the customer service and efficiency shown by Air Asia staff. It is an excellent airline that we will not hesitate to use again, which is why this incident has exacerbated our disappointment.

Yours faithfully