Excess luggage charges - What Should I Do?

usmanyousaf on 30/11/2015 - 13:11
Last edited 01/12/2015 - 00:58

Hello bargainers,
I bought ticket for my wife and infant child who traveled yesterday with Etihad Airlines. Now when i purchased ticket, it is written on ticket that the luggage allowance is 30Kg per traveler.
When I went to the counter for check-in, guy told me that adult can have 30Kg but not the infact(10Kg only)

My total weight was 60 Kg(my mum & elder brother) left their stuff here couple of months ago and asked to bring it back.

I asked for supervisor/General Manager who after seeing this asked me to pay for 10kg instead of 20 Kg. nearly $105. Since it was my wife and child was travelling , I didn't wanted to bring any hassle and paid for it.

The supervisor told me that the agent has given you wrong information and I need to chase with him. I argued couple of times that it is printed in my ticket that 30 Kilogram per traveler and my infant child is a traveler.

Today before, getting back to the agent, I thought I should get advice from you guys. It is most likely that the agent will not return any money. IFF that happens, can someone guide me who should I complaint?I mean any should I go to any particular department and file against agent/airlines?

Travel

Comments

  • pyramid on 30/11/2015 - 13:15
    +6

    Have you bought confirmed seat for your infant? If not then they are entitled for 10kg only. I guess child less than 3 yrs old are considered as infant and does not need separate seat hence they are entitle for 10kg only.

    • usmanyousaf on 30/11/2015 - 14:01

      Yes.. I had confirmed seat for infant and it was written separate on the ticket as well.
      My wife did not get separate seat for child. However, we have requested bassinet and infant food earlier where we had no issue.

      • pyramid on 30/11/2015 - 14:15
        +3

        Good that you clarified. Your wife had confirmed seat so 30 kg for her and your kid had a bassinet so 10kg for him/her. And that's how it works mate. I don't think you stand a chance to win this with either ticket agent or airlines.

  • moonphase on 30/11/2015 - 13:18
    +1

    I would keep the receipt of what you have paid and start with Etihad's customer center first, not the one at the airport counter.
    Also check their website for if there's any rules about infant's luggage allowance written. (or you can ask them to show)

    If they are not able to prove that this is the written T&C, then you should complain to Etihad.
    If this is written T&C then you go to your travel agent for the misinformation provided.

    UPDATE: I just checked Etihad's web page and they state about the luggage allowance for infant. I suggest to go to your travel agent if that information was delivered by them.

    http://www.etihad.com/en-us/before-you-fly/baggage-informati…

    If you have travelled before September, you need to reference below:
    http://www.etihad.com/en-us/before-you-fly/baggage-informati…

    • usmanyousaf on 30/11/2015 - 14:04

      Thanks moonphase for links and comment.
      Etihad must have their luggage policy for infants. However, since, they have given agent access to book tickets on their behalf, for sure, they should have mentioned to the agent to have 10kg luggage for infants.

      If it is a mistake/misinformation from either side(agent or Etihad), I shouldn't be paying for this anyways. Shouldn't they deal with each other.

      • ykwon10 on 30/11/2015 - 15:08
        +1

        Agent does not act on behalf of airlines, they are intermediary party that you have assigned to book tickets on your behalf.

      • moonphase on 30/11/2015 - 15:15
        +1

        IMO, it should be advised from your travel agent. It seems the policy has been changed on September so they probably have enough time to capture that.

        The ticketing system is not something that communicates with the airline staff but just terminal that they could book the ticket for you.
        There's no chance that Ethiad could inform this every time the ticket for infant sold.

        Hence, I would say this is something that you should've get words from your travel agent. If they stated in writing or verbal to you, it's misleading by them and it's their fault.

  • elvino on 30/11/2015 - 13:22
    +2

    Your ticket 'should' have displayed the weight for each individual travelling person separately, and not a "30Kg per person". But regardless, if this is what you have been informed, then the agent could be at fault. The etihad baggage policy is on their website http://www.etihad.com/en-us/before-you-fly/baggage-informati…
    which highlights that travel to anywhere except US/Canada/Brazil, a 10Kg limit applies for infants (the limits changed after sept, but not for infants).

    Personally, I never trust what the agent 'thinks' and always check with the airline. You could potentially raise a grievance with the agent, assuming you have something in writing. A quick check on the website would have saved you here, but youre also pretty lucky that they dropped the price at checkin - thats extremely rare.

  • KaTst3R on 30/11/2015 - 13:42
    +1

    If the infant doesnt have a separate seat, it is hard to argue that the full baggage size applies. Agent could have unintentionally gave out the wrong information, but you should also clarified with the airline given that you are taking back a large amount of things which is an overweight risk anyway.

    Im also surprised you let your wife (with a child!) handle 60kgs of luggage. That is not easy work at all…mine would have kick me in the arse if I insist on her bringing back 60kgs worth of stuff in addition to carrying the baby…

    • usmanyousaf on 30/11/2015 - 14:12

      I understand and i had discussion with my mrs. I made sure she did not have any hand carry except child food and other necessary stuff.

      She also have pram and hopefully, it will be fine with her to look after the child.

      It is not an issue with the luggage as once she lands, I know couple of people who work at the airport and have arranged to help her with immigration process + luggage.

      • KaTst3R on 30/11/2015 - 14:17

        That is good to hear you made arrangements…

  • PartyNextDoor on 30/11/2015 - 14:15
    +11

    Am I the only one who came here thinking the thread would be about the OP being charged extra for being fat?

    • pyramid on 30/11/2015 - 14:16

      yes you are the only one.

    • ScuseMe on 30/11/2015 - 14:37
      +4

      No… I thought the same too. This would make much more sense if it had "excess baggage charges" instead

      • usmanyousaf on 01/12/2015 - 00:58
        +1

        You r right… Thanks… I updated it now.

        • ScuseMe on 01/12/2015 - 03:19

          Cheers man

    • akd on 30/11/2015 - 15:02
      +1

      No, I also thought the same too.

    • Elijha on 30/11/2015 - 15:16
      +1

      totally - wanted to see what airline and what charges were applied.

  • [Deactivated] on 01/12/2015 - 04:45
    +1

    what 2 year old needs 30kg of luggage

    cmon, what a god damn joke thread. you bring so much crap with you, you pay the excess. not anyones fault you cant read your ticket properly.

    • usmanyousaf on 01/12/2015 - 12:49

      Makoto
      you r right .. for sure an infant child does not require 30 Kg of luggage allowance. But if it is allowed(as per ticket & as agent said), there is no harm in taking luggage.
      Paying excess fee is also an indication that i understood where Etihad Airlines staff was coming from.

  • minniethemoocher on 01/12/2015 - 12:36
    +1

    I think Etihad are being perfectly reasonable, the price of an infant ticket is around 10% of the adult ticket. If you wanted them to have their own baggage allowance child tickets are about 75% of an adult ticket on a full service airline. Your ticket should have clearly stated the luggage allowance for each person. If you are going on what your agent said are you sure you didn't misunderstand him/her?

  • DelhiBelly on 01/12/2015 - 13:17

    30 Kg for Adult passenger and 10 Kg for Infant (non seat ticket, i.e., < 2 years old) is the policy of most Airlines. You should be thankful to the Airline staff at check-in that they only charged you for 10 KG (instead of 20 KG). I've experienced Airlines to Asia and Middle East that won't even allow 3-4 Kg of excess checked in baggage.

    • usmanyousaf on 01/12/2015 - 20:51

      yes…I know.
      It is the reason why I paid it.

  • try2bhelpful on 01/12/2015 - 15:30

    We had a crap experience in Prague where the excess baggage was calculated on each bag's weight, not the total. This meant we were under in total but because they weighed the lighter bags first, and they had already been sent down the chute, we go stung with excess baggage on the last bag. If I'd had my wits about me I would've opened the bag and just worn whatever it took to get me below the limit. We used some of our excess Prague currency to buy a pair of travel scales from the airport store.

  • ahly92 on 02/12/2015 - 11:31
    -1

    I suggest you try and call their customer service department and state all your misunderstandings and hassle…include any loss of joy in flight due to experience… first trip in a long time…sound compassionate…and you should get some money (if not all) back

Login or Join to leave a comment
Login Join