A longtime OMAAT reader shared a story with me regarding something that happened on a recent AirAsia flight, where he was asked for his passport after a strange credit card incident, where the lead flight attendant reportedly looked at his credit card for an exceedingly long time. He has asked for my take — I actually don’t have a good answer, so I’d like to open this up to y’all.
In this post:
Strange AirAsia inflight credit card & passport incident
This isn’t very long, so let me just share the experience an OMAAT reader (who asked to remain anonymous) shared with me:
I wanted to ask you about something and get your opinion if possible as I was perplexed by something that happened today onboard an AirAsia flight. I was asked for my passport after a confrontation at cruising altitude.
After hitting our cruising altitude on our flight to Jakarta, I had my meals already preordered but wanted to buy a Sprite. I knew they only accepted credit card so handed over my JP, and the purser on the flight turned it over and started examining the back for a full minute. I say JP, as all the card numbers are on the back. Ordinarily, I wouldn’t be concerned, but then it was contactless so I was a tad confused.
After it was somehow declined for whatever reason, not that it mattered anymore as I just wanted my card back, I asked what took so long. They said they were checking to see if it’s a credit or debit card, and that she was making coffee (which she wasn’t, so it got me even more confused). I told her she wasn’t and said she should review the cameras. Hmm, okay. I mentioned that I was concerned they were writing card numbers down as it happened to a friend of mine on AirAsia and wanted to write a report, just to have it noted in the off chance they were.
She then proceeded to demand my passport so she could make a claim back or something (which I don’t understand at all as I’ve never once heard of this from an airline), but then once I refused multiple times, she walked off saying “it doesn’t matter, I have you seat number and name anyways.”
Granted I’m not sure if she was skimming cards or not, I just am perplexed that I was asked for my passport at cruising altitude. Truly baffled. After landing I went to the staff and they were even as confused as me and gave the direct line to the admin email of AirAsia in Jakarta.
Any thoughts on how/why this happened? Has this happened to you? Much appreciated Ben!
Parts of this I can make sense of, parts I can’t…
What stands out to me here? First, I’m confused by the purser examining the credit card so closely. You’d think with contactless payments nowadays, the flight attendant would just hold out the card reader and have the passenger tap, and that would be the end of it.
Do the flight attendants have to process it differently based on whether it’s a debit card or credit card? If so, you’d think they’d ask the passenger about the card type, rather than examining it for an extended period of time, no? Does anyone know if this is the standard policy, or…? Admittedly JP is a bit niche when it comes to credit cards, but still, that doesn’t make much sense to me.
Now, regarding the passport question, I think that’s actually pretty straightforward. Presumably the purser felt she needed to file some sort of a report about the incident, even if it’s as simple as sharing the crew’s side of the story in the event the passenger complains to corporate. I suspect the intent in requesting the passport was to confirm that the person who was occupying the seat matched the person who was actually booked in the seat, since people do sometimes move seats.
I do think it’s interesting that this reader says a friend had credit card fraud on AirAsia. I’m curious just how isolated of an incident this is — I’d imagine it’s very rare, but who knows. Either way, in a situation where you’re making contactless payments, it is a little suspicious if someone spends an extended period of time examining your card.
Bottom line
A passenger traveling on AirAsia was surprised when the purser carefully examined his credit card for an extended period of time prior to processing it, despite contactless payment being the standard nowadays. He was a little worried that this was some sort of credit card fraud, and confronted her about it. She then demanded his passport.
I can’t explain why the purser studied the credit card so closely, though I think the request for the passport is a bit more straightforward. Presumably she intended to file a report about the incident out of fear of receiving a complaint, and wanted to make sure she was referencing the correct passenger.
What do you make of this AirAsia inflight incident?
They CHARGE for a soda? What next, the Lav?!?!!? The name on the Credit card didn't match the PNR?
You had to pay for a soft drink?
That's happening nowadays on some airlines.
I see this happening more at check in, where, if the agent deems anything "unusual" about your request/situation, they will take a picture of your passport and itinerary with what appears to be their personal phone. I think they do it in case something goes wrong and they have to explain their account of the "incident" in question. When I say "unusual," I mean things that I would imagine are happening everyday in their line...
I see this happening more at check in, where, if the agent deems anything "unusual" about your request/situation, they will take a picture of your passport and itinerary with what appears to be their personal phone. I think they do it in case something goes wrong and they have to explain their account of the "incident" in question. When I say "unusual," I mean things that I would imagine are happening everyday in their line of work, like a passenger needing to be un-checked in from their flight by the operating carrier, so the ticketing carrier can re-take control of the ticket to rebook the passenger. Or, a passenger traveling on separate tickets wanting their check in luggage to be tagged all the way to the final destination. While I find it very unsettling that someone has taken down my personal information on their personal device without my consent, it is probably because they are afraid they will get in trouble --not that that justifies their behavior.
In this instance though, I can't imagine flight attendants are handling complex rebookings or through checking bags on their devices. If an onboard payment does not go through (on a U.S. carrier), I would imagine the flight attendant would just say "don't worry about it" and move on to the next passenger (as has been my experience many times). There is probably less leeway for flight attendants to do this on LCCs and in countries where the rules must always be followed. I think the paranoia of getting in trouble for a failed card transaction may have motivated the flight attendant into taking down as much information as possible, though the stakes seem much lower here and there's a good chance the transaction didn't go through because the payment device wasn't able to connect to to the system.
It an FA asks for your passport you give it. If she tells you she is making coffee you don't tell her to check the video. While I agree it sounds odd, it also sounds like there may have been a fair bit of attitude.
Asian cabin crews are not abusive power hungry hide behind union unaccountable authoritarian like in America.
Eskimo (real or impersonator)...My dude, US-based FAs and their unions (if applicable) are not authoritarian. That's absurd. Sure, maybe you treat them like sh*t, and hopefully they treat you how you treat others. Be sure to tell them how you really feel before meal service!
Needless diversion happens only in America.
A level 1 threat will be identified as a level 3 but handled like a level 4.
Only in America.
I treat FA and all other frontline employees with utmost respect.
Sadly many times, the respect is not mutual. And due to the nature of being an authoritarian and unaccountable, I can't safely and freely voice my feedbacks.
I don't want other passengers to waste time...
Needless diversion happens only in America.
A level 1 threat will be identified as a level 3 but handled like a level 4.
Only in America.
I treat FA and all other frontline employees with utmost respect.
Sadly many times, the respect is not mutual. And due to the nature of being an authoritarian and unaccountable, I can't safely and freely voice my feedbacks.
I don't want other passengers to waste time or inconvenience because the pilots decided to divert by believing only one side of the story.
Just like calling out some leaders. It's a no win.
Unacceptable and totally uncalled for. I do not disseminate government issued ID to unknown parties. Shocking and VERY concerning. Is the company involved in under the table backwoods deals or something?
*outrage*
The passport request itself does not strike me as suspicious.
It is entirely consistent with a purser wanting to document an incident after being accused of mishandling a payment card.
I think the reference to "JP" may be saying it was a Japan-issued credit card which would likely be unfamiliar to the crew.
J.P. Morgan
There is also a Japanese credit card issuer that goes by "JP" as well.
Yet nobody writes Ben and simply "I used my JP Card" under either of those scenarios.
Indonesia and Malaysia have absurdly high credit card skimming fraud.
I think FA is just doing loss prevention.
If contactless doesn’t work, you can still insert in the reader and enter your PIN.
At no point should anyone ever write a card number down as it’s not PCI DSS ( payment card industry data security standard ) compliant. If a business ever wants to copy your card or write the number down, it’s absolutely unlawful.
Most new cards seem to now have the number on the rear.
Violate payment provider contracts, very likely.
But unlawful?
What the hell is a "JP"? And who refers it to that without saying what it is? The whole thing sounds sus.
J.P. Morgan
Wouldn't that just be Chase? Who calls it a "JP Card"? Even the JP Morgan Reserve isn't just referred to as a "JP Card." I think OP's description is shady.