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Baggage Problems
COMPLAINT: Unfair luggage charges

 
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Old Oct 27, 2018, 2:49 AM
Jansen Jansen is offline
 
Join Date: Oct 2018
Posts: 1

I want to bring to your attention a very stressful, humiliating and inappropriate Qatar baggage check-in incident on September 20th at Suvarnabhumi Bangkok Airport Thailand.

I arrived at the airport early for check in, my driver waiting to confirm my flight departure was on time.
I checked two bags to my final destination Windhoek, Namibia, Qatar check in staff weight my carry-on luggage and advised I could only take one piece. I told her that I had two small carry-on bags, she said only one was allowed. I asked her what can I do with the second carry-on bag, (carry-on contained misc. reading material about Namibia, little value) she said to put it inside one of my checked bags. Check in complete, I went to the priority lounge to wait for my flight. One hour before flight time I went to the departure gate and stood in line, when I was approached by Qatar check in staff telling me my luggage was over the weight limit by 8 kilos and that I must pay 13,200 Thai baht. I was totally confused, stating it was her who told me to put the carry-on in my checked luggage and she completed the check in with no problem. I asked to see a supervisor, she called, then told me no one was available, I told her I would wait to speak to the manager. I waited until most everyone had boarded still waiting for the manager, I was told flat out that I must pay 13,200 baht or my luggage would be off loaded from the aircraft. My on-time arrival to Windhoek was very important as this was a business trip. I asked again to see a manager but no one was able to assist me, either pay the money for get off the flight. It was last call to board so with great reluctance I paid the excessive luggage fee with my Platinum American Express and boarded the aircraft.
I was angry and very disturbed the entire flight, not able to eat or sleep only thinking how I was coerced into paying additional fees to Qatar Airlines an incredible amount.
I could have easily had my driver take the second carry-on back to my residence in Thailand, had Qatar staff had told me about the overweight charge of 13,200 Thai bath or over $405 USD.

I am a Travel agent for over 40 years, traveling to 160 countries, never have I experience such a horrible and humiliating situation from any other airline company.

I asked you to consider a full refund to my American Express as soon as possible, this situation will not blow over, my unpleasant story would make for very good reading and debate
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