I purchased two first class tickets, booking number ID4ZMY, for a flight from Manila to Phuket for Feb 2, 2017. Due to a medical issue, my wife needed to go straight home to Kathmandu. We asked your ticket desk when we checked in at the Manila counter about just flying one half of the trip to Kuala Lumpur, then we would continue to Kathmandu on a separate ticket. They told me I was not allowed to do that. She insisted I had to fly to Phuket. When another employee got involved, she said we could just got to KUL. Then the original employee stated that my wife, being from Nepal, had to have a visa to enter Kuala Lumpur. I advised her that we could obtain a visa at the airport in KUL. She insisted I could not. I tried to explain to her that we had a connecting ticket with Malaysia Airlines the following morning. She did not care. She said she needed to see the itinerary. I showed her the itinerary on my phone and then she complained that it did not included the flight number, although it included the ticket number and confirmation number. She claimed they could not look it up nor could they call Malaysia Airlines to confirm it. She insisted that I had to purchase a new complete airline ticket. Yet, I had already purchased two first class tickets with Air Asia.
I went and spoke with Cathay Pacific. They were able to confirm my flight the previous morning as well as Philippine Air. Philippine Air was able to help me get a copy of my itinerary with my connecting flight the following morning. When I showed it to your employee, she insisted I needed a visa for my wife, then now, it was too late to board, and again, I had to purchase a new ticket.
I needed to get to Kuala Lumpur that day, Feb. 2nd, for I had a non-refundable hotel and transport, which I had already paid for both. Only Philippine Airlines had a new flight to Kuala Lumpur, on their partner airline, Malaysian Airlines, the same day, but several hours later. They said nothing about my wife's visa for KUL. I purchased the tickets costing me some $35,000.00 Pesos, since I had to purchase it at the airport.
Since it was a much later flight, we got into KUL, late. As I had researched, my wife was able to get a VISA at the airport without any issues. By the time we got through Customs and Immigration, it was close to midnight and I had missed my ride to the hotel. So I lost money for that hotel as well as the ground transportation. The flight with Air Asia, we were to arrive at midafternoon, which would have given us plenty time to get to our hotel, instead of clearing the airport at midnight, then having to wake up at 6:00 am to catch our connecting flight. We had to stay at a hotel next to the airport.
I lost a lot of money due to Air Asia. No one that I have spoken with can understand why your employee would not let me board the flight. She came up with every excuse to keep us off that flight. I lost my original first class tickets, paid several times more for my new tickets to KUL, then I lost money for the hotel and ground transportation. I am still dumbfounded at what your employee did to us. I have flown over 100 flights the last three years and I have never been treated this way. Who can I complain to in order to get reimbursed for the money I have lost due to your employee? This is beyond terrible customer service. I really felt like she was anti American or she did not like Nepalese people. Please Answer. My email is: [email protected]

Malaysia Airlines went out of their way to assist us in to getting into Kathmandu.