This is a formal complaint about Lily from togerair station 2, row 11 at 11:00 am on Sunday July 16 2017. -arrived at front desk to check in -1 of 3 persons did not have Visa to Vietnam -Singapore Visa was given in confusion -"Lily" just said no multiple times, even after asking for clarification. -further information was requesting on how to proceed but lily said refused passenger to board plane. -I asked for any website, phone number, any information to be directed to but she refused and continued to give bad attitude with harsh looks. - she had put bags through already without proper tags and rolled her eyes as if we were wasting her time. -she was very unpleasant, unhelpful, and rude with passive remarks. -she requested we cancel our flight, adding additional confusion. -I was able to get bags after an hour from another station. A visa to Vietnam was booked in 15 minutes online. Not at any point were we difficult or angry. We all feel she had wasted our time and was a bad representation of Tiger air. Thank you for your time today. I hope she doesn't behave this way with someone frustrated as it could cause additional pain, frustration, trauma, or loss off flight.