[lornalouisa]

REF: EMD-057-8247902306 4 & EMD-057-8247902307 5

On 16 June I travelled with my daughter, Ajuma ABUNGU (FB# 1612816854), from CDG to Paris, as she had been studying in France for a year and had significant baggage incl. school books and materials.

Ajuma ABUNGU ticket# 0742406272020
Lorna ABUNGU ticket# 0067957298034

The previous day, I checked us in online using the AirFrance app on my iPhone. It indicated a 2nd checked-in bag would cost 60 euros at the airport or 60 euros online. Since we hadn't yet completed packing, I opted to pay at the airport, since it was the same price.

Once at the airport, we were informed that the 'at airport' price was 85 euros! I was stunned. To add insult to injury, my hand luggage (tagged under my daughter's name) was only ONE kg overweight; the woman at the counter said that we could remove something and balance it out with the other bags, but she had already sent them through!

She then told me that I had to pay, and I should proceed to the AirFrance office. She did NOT at any time say how much the extra bag would cost, and I assumed it would be the same 85 euros (which was already excessive). You can therefore imagine my shock and disgust to learn that I was being charged the outrageous sum of 240 euros for a hand luggage that was in excess of ONE kg only! If I had known that the cost, I would even have thrown out a book or two!

Surely, this can be considered daylight robbery: what I paid for excess baggage in total was almost equivalent to a return ticket et. NY and London! While I understand weight limits and rules, I am a frequent traveller and most other airlines - even KLM – always show a bit of flexibility/leniency. After all, what about the fact that I weigh at least 10kg more than my daughter?

I travel several a times a year between New York and Nairobi, as well as other routes for work. I am outraged, and needless to say, while I will still support the FB network, I shall in future be avoiding flying with Air France by all means.

I submitted this complaint online several weeks ago, and it has not been acknowledged or replied to. Very unsatisfactory.

Sincerely,

Lorna ABUNGU
FD# 3560714254