✅ Verified Review
| Bangkok to Yangon. I use this Thai Lion Air 2 to 6 times per month and I am regularly satisfied with their service. Nevertheless, I had in few occasions in the past and particularly this months a terrible one, from various services. I tried the evening before the morning flight to purchase some additional kilos of luggage. Firstly through the phone. I stayed in 2 occasions more than 15 minutes on line waiting for an operator to reply. Hopeless. Then I tried on the website, which specify this possibility to buy extra luggage until 4hours before the flight. Spend 30 minutes navigating and it seems that there is actually no possibility to book luggage online. I arrived at airport 2h00 before the flight so I would have enough time to explain my case to Sales counter in Don Muang Airport. Basically told me that instead of paying 700 baht for 10 kg luggage (bought in advance), I would need to pay 500 baht ++ per kilos (total 5600 baht). They have been unhelpful, even rude, including before I would submit my request no greeting, so smile, no engagement. Terrible. The manager and 2 staff were not trying to help and did not care that their phone service and website was dysfunctional. I asked to speak to a real manager of customer serice director and they would decline. As they are not trained for this type of issues and complain resolution, neither have power to act, they called the security as I did not wanted to leave without resolution. To be noted that the Thai Lion security agent was a gentleman and tried to help. He even told me that this type of cases are happening often and that he felt sorry for me. I went to proceed to check-in and explained my case. The ground staff agent was also very unpleasant (no greeting, no smile, no attention) even before I exposed the issue. She then listened and asked her supervisor to come. She directly said that she was not ready to help (what kind of manager in an airline does not have better training and skills in issue resolution?). After arguing for 15 minutes she told me I would pay only for half even I explained again that it was still very unfair that I was not able to buy the extra luggage before because their customer care services are not functioning. She could only say I cannot help you and just complain online. Also could not give the name and contact of a real manager. I did pay and proceeded to boarding. After flight, I received a satisfaction questionnaire, which I immediately filled adding a comment to ask for a Customer relations manager to contact me back. 48 hours later, nothing happened. To be noted that flights are usually comfortable with actually very professional stewards and hostesses. Most of the time departure are on time, all of this with really good deals. Such a shame that their sales and ground services are disorganised, dishonest and not trained. Will do all I can to avoid them.