Spring Airlines
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Complaint Regarding Ground Staff Behavior at Don Mueang Airport
The reason I am posting my complaint here is because their official complaint channel does not work. yes, they try to avoid complaints I am a passenger who traveled on March 12th from Don Mueang Airport, Bangkok, Thailand to Jieyang, China on flight 9C6194 (passenger details attached). During check-in, the only Spring Airlines ground staff member present (a Thai male, approximately 30-40 years old) stationed at Counter 5P displayed an extremely arrogant and unprofessional attitude. He even forced me to delete photos from my phone as a condition for boarding and refused to provide his name or employee number. I find it difficult to believe that a staff member who follows standard procedures would react so negatively when asked for their employee number. Incident Details: I was born in China but currently hold a German passport, which qualifies me for a visa-free entry into China. Since my travel plans were not finalized, I had not yet purchased a return ticket. Due to time constraints during check-in, I was unable to discuss an alternative arrangement with the staff, such as checking in first and purchasing a return ticket before departure to ensure smooth entry. However, the ground staff insisted that I could not board without a return ticket, displaying an arrogant and dismissive attitude as if he had absolute authority over passengers, with no sense of customer service. My Concerns: Is it in line with Spring Airlines’ employee policies for staff members to refuse to provide their name or employee number when requested? Is it truly a requirement of Spring Airlines that passengers cannot check in without a return ticket? Last month, I flew with Lucky Air and AirAsia, and neither airline had such a policy. Additionally, the internal regulations shown to me at the time did not indicate such a strict requirement (see attached photo). If this is an official rule, could you please clarify the reasoning behind it? Is such an authoritarian and condescending attitude towards passengers acceptable under Spring Airlines' service standards? My Request: In the end, I had no choice but to purchase a return ticket on the spot to board the flight, which I may now need to reschedule or cancel. While the incident itself is over, this employee’s behavior has significantly damaged my perception of Spring Airlines. I have always had a positive impression of your airline, but this experience has made me reconsider whether I should book with Spring Airlines for my next trip to China. I believe other passengers would also find such treatment unacceptable. I respectfully request that Spring Airlines investigate this incident and that the staff member in question issue an apology. Additionally, I request compensation for my return ticket expenses (in case I need to reschedule or cancel). I also suggest that Spring Airlines consider implementing a policy requiring at least two staff members to be on duty at check-in counters to provide mutual oversight and prevent incidents where passengers feel mistreated or humiliated. Thank you for your time and assistance. I appreciate your efforts in addressing this matter. Best regards,