My complaint:
I recently booked a return flight from Lima to San Jose, and made sure that both personal item as well as hand luggage were included in the fare. On my outbound flight, which was with Copa Airlines, everything went well, I saw my baggage allowance in the Opodo app, as well as in the Copa app. On my return flight with Latam, however, I saw that I was only allowed a personal item on board. I checked in the Opodo app, where it was still stated that I was allowed hand luggage, too. I spoke with an agent named Amrita in the Opodo chat, who ed that I was having both on my booking, and that I would need to speak to Latam about this. I tried to get in touch with Latam whilst being in Costa Rica, but the telephone number mentioned on their website didn’t work. So a few days later I again took to trying to resolve the issue with Opodo, because I knew it was their fault that Latam didn’t have the correct information (which probably have been through advertising an offer that didn’t exist in the first place). This time, the same Amrita told me the exact opposite from a few days ago, saying I didn’t have any hand luggage allowance on neither flight, that this info is clearly stated in the ation email they sent me, and that it can also be found in the app. She also told me in quite a rude tone that I should check what my allowance is, before going to the airport.
From experience with Latam I knew I would have to purchase extra hand luggage, so I swallowed the pill and payed 59.03€ for my bag, which should have been included in the airfare I paid upon purchasing my flight.
I expect a full refund of the extra payment made, because it was clearly a fault on Opodo’s side.
Suggested solution:
Opodo should admit to their mistake, apologise, and refund me at least the 59.03€ I had to pay for my hand luggage. Ideally, as I had to deal with this during my holiday giving me an unnecessary headache and was time wasted that I could have used differently, I'd like a compensation of 25% of the flight price (84,24€), which was 336,97€.
