My complaint:
We went to Innsbruck for a skiing trip and were part of a party of 4. We paid for hold luggage, but at Gatwick, the computer stated that my wife needed a visa and would not take my luggage. She has not needed a visa in years, and she holds a resident permit card.
The floor manager came to help and agreed that my wife did not need a visa, but she said that the system would continue to say she needed a visa and not print the baggage label to take the luggage on board. She told us to take it onto the plane as the bag was small.
At the departure gate, another manager stopped us from boarding and was aggressive and bullying, demanding we paid for the luggage. When we explained what happened and that she should talk to the manager at the check-in, she just told me that SHE was the manager here and completely dismissed my appeal. We had no choice but to pay for the luggage. My husband had to pay for his case also, but that one was fair.
Through absolutely no fault of my own, Easyjet has charged us twice for my luggage when we had all paid in good faith to have the luggage taken onto the plane at check-in. The return journey was fine, with no issues at all, but there was a customer service agent at check-in.
Suggested solution:
They should refund the check-in fee that we paid on booking. The service was not given.
