My complaint:
I booked an urgent trip for myself and my father through trip.com as my grandma was in hospital overseas. It showed that I would get 30kg per person of main luggage and I even received the same information in my booking ation receipt. When I was checking-in at Sydney airport the airlines (Malaysian airlines) told me I was only entitled 20kg. I showed them all my receipts from trip.com and they printed out their receipt as well. I had to throw about 15kg of items on the spot and it was super stressful, we almost missed check-in as a result.
I questioned trip.com and they said they will investigate and provide a resolution. I have been going back with them everyday for the last two weeks and they have denied the following recommendations I put to them:
1. Refund my full flight
2. Upgrade my ticket to business class so that I get the 30kg
3. Compensate me for the extra luggage allowance I was entitled (692 usd according to them) and for my inconvenience pay an additional $183 usd for extra legroom seats on my return flight
4. Compensate me ($692usd) for the luggage allowance I lost to which they said provide receipts for. I threw away my items instead of paying extra at the airport for something I was entitled to.
They are now being ridiculous and asking me to detail what I threw away and its value. They even asked me to ask the airport to locate these items from two weeks ago. No airport in the world would be able to accomplish this, not even if I were the president or prime minister. They are being extremely difficult and delaying any resolution by asking the impossible to prolong this further.
They still haven’t “investigated” whether it was their fault or the airlines.
Suggested solution:
Refund my full flights or pay me the luggage allowance I lost as well as pay for extra legroom seats and/or upgrade my flight to business class
