Offloaded because of misunderstanding
May 18, 2024 | 3:59 pm
#1
Original Poster
Join Date: Jan 2018
Programs: BA Gold, LH SEN, EDTs
Posts: 636
Offloaded because of misunderstanding
First time flying with FR again after about 5 years, and a simple error + bad communication from check-in staff got me offloaded and a bit annoyed today.
I booked a Plus fare for the 20kg check-in bag and a few days after booking I realised that this fare does not allow a cabin trolley. For some reason I couldnt see the option to add a cabin bag specifically, but only the option to add a 10kg bag (with the cabin size dimensions).
Fast forward a few months, I showed up at the airport today having forgotten about the specifics of this booking with my 20kg check-in bag and small cabin size trolley (but confident that I had booked and paid for all the required extras). Check-in was quick and my 20kg bag was in the system in no time. The check-in agent said nothing about my trolley so off I went to the gate. Only when it was my turn to board, I was told that I couldnt take the trolley, and I started to realise I had screwed up.
I thought that the issue could be swiftly rectified with a payment to either gate-check my trolley or pay to take it on board but no chance. Instead, I was sent back to check-in pre security, which was closed by the time I got there. I rushed back through security and to the gate to try to argue my case again but they said no, closed the gate and I was offloaded.
The flight left about 12 minutes late, which I think was due to them having to locate and offload my 20kg bag.
They quoted me a 100 change fee to rebook onto tomorrows flight. Is this reasonable? Or have I been involuntarily denied boarding?
I booked a Plus fare for the 20kg check-in bag and a few days after booking I realised that this fare does not allow a cabin trolley. For some reason I couldnt see the option to add a cabin bag specifically, but only the option to add a 10kg bag (with the cabin size dimensions).
Fast forward a few months, I showed up at the airport today having forgotten about the specifics of this booking with my 20kg check-in bag and small cabin size trolley (but confident that I had booked and paid for all the required extras). Check-in was quick and my 20kg bag was in the system in no time. The check-in agent said nothing about my trolley so off I went to the gate. Only when it was my turn to board, I was told that I couldnt take the trolley, and I started to realise I had screwed up.
I thought that the issue could be swiftly rectified with a payment to either gate-check my trolley or pay to take it on board but no chance. Instead, I was sent back to check-in pre security, which was closed by the time I got there. I rushed back through security and to the gate to try to argue my case again but they said no, closed the gate and I was offloaded.
The flight left about 12 minutes late, which I think was due to them having to locate and offload my 20kg bag.
They quoted me a 100 change fee to rebook onto tomorrows flight. Is this reasonable? Or have I been involuntarily denied boarding?
May 18, 2024 | 7:29 pm
#2
FlyerTalk Evangelist
Join Date: Jul 2011
Location: Tokyo
Programs: JAL Diamond Metal (OWE), SK Gold (STE+, LTG), UA Platinum(*G),Marriott Titanium (LTP)
Posts: 26,546
Is it reasonable, not in my opinion. In practical terms, you had a a bag for which you had not paid the appropriate fee, so they could not let you board, so I can't see how it was an IDB situation. However their inability to charge the fee at the gate does seem rather unreasonable.
May 22, 2024 | 1:45 am
#3
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 13,920
But IDB? No, because you brought hand luggage that you hadn't paid for.