I had the most challenging experience with an airline regarding family travel. From the moment we checked in until we landed. I booked a flight from Kuala Lumpur to London with a layover, for myself and my family, which includes three young children under the age of three. We had a baggage allowance for four pieces, as our youngest was an infant. However, during check-in at the airport, the staff refused to accept our four bags, each weighing 25 kg. They claimed their system showed no baggage allowance, despite me presenting the booking confirmation. This created a very stressful situation, especially for my young children. We arrived nearly four hours early, but check-in took almost two hours due to the luggage issues, compounded by rude and unhelpful staff. Ultimately, to avoid missing our flight, we felt pressured to pay over £1,775.00 just to travel with our bags. Additionally, once onboard, the crew was not accommodating to families. They seemed to invent rules about what my children could bring on the plane. Despite clearly being overwhelmed, they appeared to single us out. Overall, this was the most unfriendly airline experience for families I have ever had. I cannot recommend this airline at all. Their service has declined significantly, and I am currently looking into all available options to request a refund for the unjust charge.
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