Hello! 

I am writing this email to formally complain about the serious service and professional errors that occurred during the check-in process at Gate D6 of Suvarnabhumi International Airport on the evening of December 5, 2025. That night, I checked in for Thai Airways TG924 flight at Gate D6 (flight information as follows: departure time: December 6, 2025 00:50 arrival time: December 6, 2025 06:45 arrival airport: Munich Airport T2). 

During the check-in process, a short haired female staff member checked my German Schengen visa and mistakenly believed that I had applied for an Austrian visa instead of a German visa because it displayed the word "AUT". She refused to check in for me on this grounds and even denied me boarding at one point. I have clearly explained to the staff on the spot that the visa is a German Schengen visa processed in Australia, and the display of "AUT" on the visa is normal and does not mean that the visa country is incorrect, nor does it affect entry through Germany. This is a basic knowledge in the Schengen visa system. 

However, the staff member completely ignored it, with a rude attitude and a lack of professional judgment. Subsequently, she continuously questioned me unreasonably, including but not limited to: demanding that I repeatedly present my return flight ticket and hotel reservation form, questioning my travel purpose, questioning why I did not return to Australia , repeatedly asking me to "fly back to Australia" , first claiming that I made a "visa application error", and then blaming it on the "mistake of the German Consulate in Canberra". The entire process lasted for too long, seriously delaying the check-in progress. I was allowed to board almost at the last moment before the flight took off, after obtaining confirmation from German border officials that everything was correct. 

This experience has caused me great mental pressure and posed serious risks to my schedule. I understand that check-in staff need to fulfill their duties and verify passengers' documents, but this cannot be an excuse for inadequate professional skills, refusal to learn rules, or rough treatment of passengers. 

As a check-in staff member, lacking the most basic visa knowledge, mistaking a completely legal and normal visa as a problem visa and refusing passengers to board is a serious business negligence. May I ask if your company is willing to take responsibility for any subsequent travel, economic, and time losses caused by my inability to obtain approval from German border officials at the last minute and being forced to stay? Since this is totally your mistake.

Based on the above facts, I solemnly make the following demands: 1. Request the staff member to make a formal apology to me for their erroneous judgment, bad attitude, and inappropriate words and actions; 2. We hope that your company can strengthen the training of visa knowledge and business skills for check-in personnel; 3. Avoid further delays or even impacts on the normal travel of other passengers due to insufficient personal business skills of employees. 

In addition, I don't know the name of this staff, but she has short hair. I think she was the shift leader on duty at the D6 counter that night (not entirely sure).

I look forward to your attention to this matter and providing me with a formal and clear response.