All airlines have their ups and downs. We cannot say they are always good or always bad. The rules are either black or white - they never do grey and the staff are forced to abide by them. Some of them accept to take risks and make decisions, but others are plain followers. The air hostesses are mostly snobbish when it comes to helping out a female passenger and that is known as a fact - but can I generalize? Na!

Anyway, Malang, I hope your family arrived safely and managed to get their luggage.