Me and my friend had to take a flight from KLIA2 to Taipei on Sunday 20th October. (Flight details: nº AirAsia X D7 376; from KUL to TPE; departure from Kuala Lumpur at 17:40h - arrival to Taipei at 22:25h). (Booking details: name: Adriana Oscoz Virto; Passport nº: PAJ744249; PNR: XZ44QM) We arrived at the airport by taxi from the city centre. Due to very big traffic issues we arrived to the airport (KLIA2) at 16:15h is not sooner. As soon as we arrived, we proceeded to go to the auto check in machines, as that it was what a staff lady told us to do because although we tried to do the check in online, it didn't let us to do so. Due to the long queues there, we waited for a long time for an auto check in machine to be free, we tried to do the check in there, but it reported a problem and it didn't allow us to. So, after that, we proceeded to the counter, again with queues. They didn't let us go first and no-one was helping us. The queues were long, and formed due to poor organisational issues, (people opening their luggage everywhere and taking a long time). It was all a mess and there were not many operating counters. Finally, we got to the front, being now 16:50h more or less, and the staff woman in the counter says that we couldn't check in! She argued that the system was closed already! She was not helpful at all, and overall, she was very rude to us. Didn't say anything helpful, only saying that it was our fault in a bad manner, like looking at us with superiority instead of what she should do, that is offer us help or a suggestion. We were very disappointed with the treatment we received from the Air Asia staff. Above all, no-one told us that the check-in system closes one hour previous to the flight departure time. We didn't book the flight from the Air Aisia web page, but from another one (which is a completely normal thing to do). And we didn't get any notice of information about that! It is your responsibility to make sure all the passenger taking a flight with your company get all the complete information. After speaking with 4 different service counters, they told us that was impossible for us to get into our flight, and that we have to buy a new one! Next available flight to Taiwan was next morning (Monday 21st October) at 7:30am. So, we ended up staying the whole night at the airport and spending again a big amount of money in the second flight. Adding to this, we had to be on Monday morning in Taiwan because of multiple appointments, and we had to delay everything due to this problem. And it costed us even more. Which we still believe it is not our fault. Moreover, as we were waiting at the service counters, we noticed that we were not the only ones with the same issue. This shows you poor and vague organization and communication of the information. We strongly believe we were not at all informed correctly and that it is not our fault. That is why we demand a refund for all the damage caused. At least from the first ticket price that we didn't get in (85€). Moreover, we are also very disappointed with the AirAsia staff in the counter. They were very rude to us, and that is not a way to treat customers. I will wait for a reply and hope you take the case seriously. Thank you. Adriana Oscoz.