The email they replied me

Dear Ms Wang,
Thanks for your enquiry. Please allow me to explain that a noshow fee of SGD150 applies as a penaltyfor seat wastage and meal wastage. We are sorry to learn that youcould nottake the flight due to passport problem and we also recognize the fact thatyou indeed showed up at the airport. As the boarding gate closes at45 minutesbefore departure, our ground staff had no choice but to reject you forboarding due to regulation at the airport. However, we regret thatwe are unable towaive the noshow fee as the onus to ensure travel documents are in orderlie with the passenger. Since the seat has been wasted due to thisreason, anoshow penalty from the flight is in place. Regarding your original ticket, it was made under the promotional “HotDeal” fare level, they come with strict terms & conditionsprohibiting any changes to theitinerary. In the event that the passenger chooses to cancel the booking,such tickets have no refund value either. On an one-off goodwill,our officer offered torefund the unused taxes, less admin fee without knowing that you havenoshow from the flight. Since the amount to be refunded (taxes SGD110 + SGD21 - refund admin feeSGD75 = SGD89 ) is SGD89, which is less than the noshow charge, weregret thatthere will be no refund value in this case. We appreciate your kind understandings on the above. Thank you.
Regards,
Li Hong