Unfair Baggage Charge

hotlymet

Hello,

I'm unsure if this is correct section to post this, please could you change if it is not.

I recently booked a flight whilst away in Thailand for £75 from Phuket to Bangkok through a UK company gotogate.co.uk.

Upon booking the flight i was given a generated email and password combination that I could use to log in to the airlines website to check in online.

Upon checking in, i found that there was no option to add my baggage, so i checked the airlines terms and conditions regarding baggage https://lionairthai.com/en/Terms-And-Conditions (section 12:4)

The terms outline the fees to add baggage per kg, we had 41 which equated to roughly £25-30. Having no option to add baggage, i assumed that we must have to pay on the airport.

Upon checking in, we where told that as we hadn't added checked in baggage the price ten folded and we ended up paying £330 to add baggage to the flight.

One hour after the plane set off, we had an email from gotogate with details on adding the checked baggage! Obviously this was too late as we had already paid and the plane had set off one hour prior to the email.

Due to us not having access to this randomly generated email address mailbox, any correspondence from the airline, that would have likely had information on how to add the baggage, was not delivered to me to review and subsequently we have been charged almost 5 times the cost of the flight.

Do i have any grounds to make a claim to be reimbursed?

ToxicWomble

I don’t see any mention of you contacting the company to query the issue.
Why didn’t you ?
An expensive assumption

malkie76

The airline have done nothing wrong. The agent is at fault for not providing baggage adding details in time. They won’t reimburse you and say to go to the airline.

I’d give up now.

Alan_Bowen

Regrettably, you made some serious mistakes here. You should have booked directly with the airline as you were already in Thailand, that would have identified the cost of luggage at the outset.

Gotogate is not a UK based business at all, it is operated from Sweden and belongs to no trade association to whom you could complain and in this case, will have simply booked your flights on Lionair's own website and then added a fee in order to make a profit.

As previously advised, this is an expensive lesson to learn but I doubt even an email to Sweden will get you anywhere and a claim against your card issuer may get bounced back on the basis that Gotogate told you, somewhere, that the flights did not include any baggage

hotlymet

Thanks, I contacted gotogate at the time but i'm still awaiting a response 16 days later. It Looks to be an expensive lesson learned on my part.

In hindsight, i would have booked direct however i have a habit of using Skyscanner to identify lower cost fares from more providers. This is the first time i was unable to add baggage during to booking process.

It was worth asking in case!

Thanks Again

bradders1983

hotlymet wrote: »

Thanks, I contacted gotogate at the time but i'm still awaiting a response 16 days later. It Looks to be an expensive lesson learned on my part.

In hindsight, i would have booked direct however i have a habit of using Skyscanner to identify lower cost fares from more providers. This is the first time i was unable to add baggage during to booking process.

It was worth asking in case!

Thanks Again

So do I. However once I identify the cheapest, I then go direct to the website and book it direct.

Hasbeen

hotlymet wrote: »

This is the first time i was unable to add baggage during to booking process.

The cheaper flights do not have baggage included and you cannot add extra.

The more expensive ones do have baggage included and these have the opportunity to add extra.

hotlymet

Thinking back, other internal flights found via SkyScanner where with the airline and baggage was able to be added during the booking.

Hasbeen

hotlymet wrote: »

Thinking back, other internal flights found via SkyScanner where with the airline and baggage was able to be added during the booking.

As stated above through gotogate.

You can pick a flight where luggage can be added, if you chose to.:)