Qatar Airways - Extra bags included, but ended up paying extra at airpot

mtm103

Hello, I wonder if anyone can help me, or knows if I have a section  75 claim I could do. I booked flights Dubai to LGW (going via Doha) last week. My flights included 2 bags each. There were 3 of us, so 6 bags in total.
A few days before the flight I received an email upgrade offer - upgrade to the next class, and receive one additional bag per person. I took screenshots of the offer. I also confirmed with Qatar online chat, that this would now include 3 bags per person. So I took up this offer, as I thought it was a good deal, especially bearing in mind I had 9 suitcases (we were moving countries)
We arrive at Dubai airport, and our Dubai to Doha flight had misteriously disappeared. The check in agent said our booking starts in Doha, and they were not willing to help us as we were at the wrong airport. Queue 2 hours on the phone to get our Dubai to Doha flight reinstated (which they tried to blame on me, by saying I had upgraded "at the wrong time"). After speaking to 6 people at Qatar airways, they managed to reinstate us
We go and check in again, to which we are told we are only allowed 2 bags each, and if we didn't pay the extra 5,000 AED, we could not get on the flight. I showed all the back up to the supervisors, who said that "she didn't care, and if we don't pay, we don't get on". So I had to pay
I have sent countless emails to Qatar since, who replied once, and said

Allow us to share that "The online upgrade offer does not include access to premium lounges or additional baggage allowance unless otherwise specified in the offer". This policy was clearly stated or presented on the "Upgrade Offer", and by clicking "Purchase" you have confirmed to have read and accepted the Upgrade offer's terms and conditions.

We regret that we will be unable to consider your refund request favorably. 

I keep replyng that our offer included the extra bags, and sending the proof, which they have ignored so far.
Any ideas?

Westin

Are you able to post the screenshot on here of the offer which specifies the extra baggage?

Upgrade offers can often be per segment. Are you sure the upgrade was for DXB DOH sector and not just DOH LGW one, or vis versa?

Were all flights on Qatar (QR) or any sectors on Fly Dubai/British Airways?