We thank you for patience and understanding while waiting for our reply regards to your email.
Based from the investigation results, we have being informed that there is no outward ticket showed at the check in counter in Singapore. Referring to the report received, you have stated that the outward ticket is in the laptop.
Please note that we are unable to accept passenger without Malaysian Visa and necessary supporting documents (outward ticket). As such, our staff has suggested going to the Information Counter to reprint the itinerary however you have approached the counter (after the counter closure time) and give a new ticket for SIN-DPS instead.
Since there was no outward ticket given (to proof that passenger will not stay at the country), the officer is unable to accept passenger hence no Transit Visa (TWOV) was given to you.
We sincerely apologize for the inconvenience caused and we are sorry to inform you that we are unable to give you a refund.
We hope the above explanation is clear.
Your Sincerely,
Atiqah Abd Jalal
Customer Care
AirAsia Berhad
LCC Terminal, Jalan KLIA S3,
Southern Support Zone, KLIA,
64000 Sepang, Selangor Darul Ehsan,
Malaysia
My Line : (603) 8660 4984
My Office : (603) 8660 4333