Really poor service

booked and paid in full well in advance, and also paid extra for a baby seat.

On arrival at your Lanseria branch on the 31st, the agent at the counter told me the booking had been cancelled. She could not tell me who, but said I had to redo the whole booking.

I showed her the booking confirmation and proof of payment, but she said I have to pay again. I refused to pay again as I had already paid.

She then said she needs to phone someone to sort it out, and we waited 80 minutes for her to come back and say ok, I did pay.

She and another male agent then handed me a new invoice, and he said I must pay for the baby seat as it is not included. I then had to show the payment confirmation for the third time before they believed me.

Eventually, they gave me the keys and said, Go look for the car in the parking lot. The guy just put the baby seat on the counter and walked away.

They didn't even help take us to the car, help install the baby seat, or do a pre-check with us. We had to walk in the parking lot, clicking the unlock button to find the car.

No one took us to the vehicle or helped.

When we returned, there were no trollies for luggage, so we had to put all our bags on the dirty floor, then go look for a trolley in the airport. No assistance.

Really poor service.