Attempted baggage rip off - Emirates
 

Flight from BOM - DXB - LGW, in Flex economy. Baggage allowance according to the app was 42kg including silver additional 12kg. Max 10 pieces.

I checked 2 bags in BOM and wanted to add another 1 in DXB. 3 bags total 33kg.

On trying to check in the third bag in Dubai the agent said quite rudely 'you have excess baggage, you need to pay me Dh520 (about $140).' I pointed out this was completely untrue.

He then made a call, claimed he had contacted a supervisor and told me that I was only allowed 2 bags and I would have to pay (lie number 2).

At that stage the red must descended and i demanded to see a supervisor (by that stage two or three other check in agents were in the background). The supervisor then appeared flatly contradicted what I was told by the agent, said 'no, that isn't what i told you on the phone, customer is entitled to 42kg of baggage'.

When dealing with the likes of Ryanair I expect sharp practice, however I found this very surprising. The agent's attitude was very odd, and if it had been a less experienced traveller then they could easily have fallen for it. I know the economy in Dubai is hard right now but really there is no need for such behaviour.

Intresting, I was on BHX to DXB and noticed at the gate the ground crew were checking hand luggage for anyone that seemed more. I made a comment that its intresting as the dont to this in LHR, I was told they check everything. Ironically my connecting flight to ISB I was asked to put on the scales, I was only carrying a suit so it was fine yet many did not seem to be asked. Might be who seems an easier target

@ simons1 - a very unwelcome incident - and all the more so that it should occur at the carrier’s home base.

Once the baggage issue itself was resolved to your satisfaction, I wonder did you then pursue things any further with the supervisor ? Personally, I would have been inclined to ask for a private word with him / her (ie away from the desk, out of earshot of others) and made it clear that I was minded to report the agent to Emirates HQ management for such a serious attempted deceit ; whether or not I would have actually ‘filed a report’ would depend on the level of apology and reassurance offered by the said supervisor. Perhaps you did indeed receive such reassurance.

Indeed I did, and to be fair the supervisor was very apologetic albeit without providing an explanation.

I haven't yet decided to pursue it further. Sadly EK seems to be heading south quite quickly these days and I'm not convinced it would result in much beyond a canned response.

Thanks for response ^

What makes you say that EK is heading south quickly? Other than this incident, of course

General cost cutting and pettiness (like Saturday). Minor but irritating delays (in succession I have had baggage loaded wrongly, connecting passengers whose plane has just landed, need to substitute aircraft etc). Food generally declining. And so on.

I think its just an error, unlucky situation. The agent needs to be corrected and I hope he personally apologised (not just the superior). Wouldnt read too much into it.

He didn't, just excuses for his behaviour.

The supervisor did, profusely, telling the agent quite directly that his actions directly contradicted what he had been told on the phone.

I agree, time to move on, but in many years of travel I have become alert to such 'opportunistic' behaviour.

I wonder if Emirates has a commission scheme for increasing fees on passengers (I would think its unlikely). Without that, I don’t see any motive on part of the agent

They also definitely check baggage weight much more closely for the subcontinent

This reads to me as the original agent being sure of what they are telling you, when told over the phone by the supervisor that they are in fact wrong, they then took the opportunity to continue their stance as not to lose face.
They at that stage were the only one that had spoken to the supervisor so continued to press their agenda.
Unfortunately with some people the loss of face for them is worse than the risk of being found in a lie.
I doubt this is an EK policy but someone in a position of power not wanting to be wrong.

That is exactly what I have been thinking. The term 'rip off' in the thread title is a bit misleading as it suggests someone was going to get an unjustified financial gain from the situation. And that is very unlikely. But very good for the OP to stand his ground!