Hi all, slightly niche question but hoping there may be a Malaysia Airlines frequent traveller on here who may be able to help.

Husband and I will be flying from SG to KL later this month, one way via Malaysia Airlines (we are travelling for the UK for a 2 week holiday in Malaysia and Singapore, but arriving in Singapore by road. This is a return flight back to Kuala Lumpur for the last few days of our trip).

We often fly AIr Asia for these sorts of flights but decided on this occasion to travel Malaysia, for two reasons. First, we have OneWorld Sapphire status due to being BAEC Gold (Both of us separately). Second, accoridng to the information on the Jewel website, slightly easier/ better for Jewel Early Check-in facility at Changi. The theory was that our status would be recognised meaning no extra baggage charges for our 25kg suitcases (one each) meaning the cost was cheaper than Air Asia AND that we'd be able to use the Early Check In Facility at Jewel to be able to check in early and explore Jewel properly, which we've never managed on previous trips.

Long story short, I'm now concerned the whole plan will go wrong! We have booked economy seats with 20kg baggage allowance but expect our cases to be up to 25kg each (plus one modest cabin bag each). The Malaysia Airlines website doesn't recognise our Sapphire status so the only option is to book excess baggage in advance or pay at the airport. It also wouldn't let us book seats in line with another status privilege.

To my disappointment, when I emailed Malaysia Airlines they kicked back the question, saying they couldn't deal with it by email and I'd have to phone the global contact centre with the Malaysia phone code (from the UK). I did so, and did not get great service. IT was clear the main reason was the person on the phone didn't have great English (and my Bahasa Malaysia is virtually non-existent!) She understood me enough to confirm that she could book me seats so we now have seats together reserved. But my biggest concern is the baggage. She did say that when we check in, if we give proof of status we will get the baggage fees waived - fine. However we don't plan to check in at the main counters in the terminal building, we plan to check in at Jewel.

So the question is, are the counters at Jewel online only or are they also 'manned'? We plan to arrive 6 hours before the flight to enable us to explore Jewel, do some shopping, eat and drink etc. But obviously if that means we'll have to pay over SGD50 each to check our bags, I won't be happy! or it's possible I guess that we simply won't be able to check in our bags as our allowance will be marked as 20kg and the bags will be 25kg each.

Anyone got experience of Early Check In and have any idea whether the process will be able to cope with this? I am trying to have faith in Singaporean efficiency but I'm concerned Malaysia Airlines rubbish systems and processes are going to win!