Deceptive Baggage charges

Keith,staffs

A few weeks ago I booked my wife on an Air Emirates flight to Dubai for a family reunion. Very excitedly she has bought new outfits and gifts for all concerned; this will be a once-in-a-lifetime occasion. To our horror, today when attempting to buy an extra bag allowance on the Air Emirates website it appears we will have to pay by weight. This I consider to be (deliberate) deception. At the time of the booking I noted 'passengers may purchase additional checked baggage online at 20% discount when managing a booking'. Reassured I left it at that stage. But today, when clicking on the link on the 'Purchase additional baggage allowance' page I am being directed to 'Purchase Excess baggage allowance'. Surely 'additional' means more in number of baggages ie two suitcases instead of one. 'Excess' in my understanding is to do with weight. Neither of her two bags are over the allowance indicated but the cost of the second bag at excess rates seems likely to be £425 plus tax!!!

How can this be? I do not believe the terminology to be equivalent. Surely it is a deliberate 'rip off'? Also I find myself unable to make purchase because when attempting to manage the booking I get the message that it is not possible and that I need to contact the airline. None of the phone numbers that are given on the website are being answered (one is not recognised). The Chat facility is available though on one of my contacts it 'tripped out' because they were experiencing technical difficulties. Eventually the number I was given to be sure of speaking to someone in person is the number at Dubai Airport!!!

I am very unhappy indeed about this scenario. It is causing me great stress and my wife much distress. When I can eventually get in contact with someone from Air Emirates I shall vent my feelings about their misleading website and the lack-of available personnel make no mistake.

I doubt if anyone can offer any advice but any would be welcome...

My advice to others? You can only do what you believe to be best. I believed the website. I did not believe I had made a several hundred pounds oversight.

BorisThomson

You failed to check the additional baggage rates before booking. Nowhere does it suggest the rate will be any lower than that quoted.

It's not a rip off.

When I can eventually get in contact with someone from Air Emirates I shall vent my feelings about their misleading website and the lack-of available personnel make no mistake.

Please don't. You'll look very foolish.

jpsartre

I have read through your post 3 times now and I still don't see how anyone was mislead nor what the rip off is, all I see is somebody making assumptions that turned out not to be true. Hanging your case on a (perceived) difference in the meanings of the terms 'additional' and 'excess' baggage really is grasping at straws.

peachyprice

What is deceptive about this:

If you!!!8217;re travelling to or from Canada, North America, Central America or South America, or you!!!8217;re travelling from Africa, you!!!8217;ll need to follow the rules of the piece concept.

The standard free baggage allowance for all other Emirates destinations is 50kg for First Class and 40kg for Business Class. For Economy Class passengers, your baggage allowance depends on the type of fare you purchase. Special Economy fares get 20kg, Saver and Flex get 30kg and Flex Plus get 35kg.

And this:

There!!!8217;s no limit on the amount of excess baggage you can take on a weight concept journey. You can find out how much it will cost to take excess baggage using our baggage allowance calculator !!!8211; and receive a 20% discount when you purchase your excess baggage allowance online.

https://www.emirates.com/english/help/faq/490107/weight-and-piece-concept

And this:

Passengers may purchase additional checked baggage allowance online at a 20% discount when managing an existing booking. Prices are subject to applicable taxes.
You may purchase additional allowance in the following amounts:

5 kgs or
less
USD 120
5 kgs kilograms or less 10 kgs or
less
USD 240
10 kgs kilograms or less 15 kgs or
less
USD 360
15 kgs kilograms or less 20 kgs or
less
USD 480
20 kgs kilograms or less 25 kgs or
less
USD 600
25 kgs kilograms or less

And this:

Excess baggage rates at the airport
Price per kilogram: USD 30
Use our baggage allowance calculator to check the fees for bringing excess baggage. You can pay these fees at the airport check-in counter or online. Excess baggage prices are displayed in USD. You can pay at check-in desks in local currency as per the exchange rate on the day of purchase.

https://www.emirates.com/english/before-you-fly/baggage/baggage-calculator-result.aspx?departure=lhr&arrival=dxb&class=ys&tier=sn&h=70ed679baf75506edb8149a4db3d3a285d34

Did you think you were going to get another 35kg for free? Or have failed to understand what it is you are reading? Emirates do not price baggage to Dubai by piece, they do it by weight.

Your wife can take up to 10 bags with a total of 20/30/35 kilos or depending on ticket type, after that she pays excess baggage with a 20% discount.

What is the total weight of her bags so far? 35kg is an awful lot of luggage, probably more than she can carry

Caz3121

Airlines/route that have a piece allowance (eg. 2 bags) that allow you to add an additional bag but when the allowance is in weight you would be charged for additional weight
Emirates provide a handy calculator to 'assess the damage' in advance
https://www.emirates.com/english/before-you-fly/baggage/baggage-calculator.aspx
It sounds like you made an assumption that, although the allowance was in weight, the additional would be by piece...possibly this was based on other airlines that operate a piece concept...but I cannot see any deception.

Keith,staffs

OK; I misunderstood. I'm wiser; I based my understanding on the practice of the only other airline I have ever used. I shouldn;t have.

Naturally I'm upset because I know how much this holiday reunion means to everyone who will be there. But it's my mistake.

Thanks to all who took the time to read and reply.

keith, staffs