✅ Trip Verified
| Bangkok to Osaka. Again, confusion over check-in times. Email sent 24 hours before said open 4 hours before, web-site said 3 hours and screens at the airport showed a check-in row number more than 5 hours before. Approached the check-in desk, which then had almost no queues, to be told that check-in opened at 2 am - 3.5 hours before the flight. All this information is completely contradictory and confusing. Returned to the check-in desk at 2 am and checked in very quickly - no waiting at all. Seat numbers had been changed (again) from those booked and paid for (due to aircraft change) but staff very helpful in moving us to more appropriate seats. Why don’t they communicate with customers when pre-selected and paid for seats are changed? This would at least give customers the option of trying to amend their booking to choose different seats, or automatically refund the price paid. I lost money by buying 25kg of luggage when my bag actually weighed less than 22kg. It’s crazy to expect customers to be able to predict their bag weight to the nearest kilogram, so inevitably people presumably end up buying more than they need. An enlightened approach to customer service is needed here. How about automatically refunding unused pre-paid luggage, considering the lucrative revenue stream they must generate from charging people at check-in who have underpaid? Fast and smooth through immigration and security. The long bus journey to aircraft via Gate 1 - groan. On time departure and arrival, uneventful flight. (The flight was re-timed several months before departure from 04:30 departure to 05:20. This was communicated effectively by email but was annoying nonetheless). Overall, considering this and the previously-reviewed outward flight, I might use this airline again if the price was right. However, they have lots of issues with their website, booking system, communications and policies generally that - even for a budget airline - leave areas where improvements could be made. There is room in the market for a low-cost operator to also show that they care about their customers - a lot of initiatives are not expensive. The check-in staff who helped me with my seats today got close and made a good impression, but the company itself has much more to do.