Tripmonster complaint: I was charged for luggage even though I had already paid in advance

I had a return flight with Norwegian Airlines, which was booked through Trip Monster.

When I arrived at the airport on 24th December, the lady at the baggage drop of counter asked me if I had luggage to check-in. I told her yes of course (I was standing with my suitcase in hand) and I assumed she could see that I had paid for a large (23kg) luggage allocation.

She notified me that on her screen it said 0 luggage with my flight and that she would not be able to print a baggage tag without it, unless I paid £35 to add luggage there and then. I showed her my booking In my Norwegian app (I manually added the booking to the app) which clearly stated I had ordered luggage for both legs of my journey.

She explained that if I had not ordered directly through Norwegian there must’ve been some communication issue between Tripmonster and the airline. When checking the email ation below, the luggage is listed as an additional service, there is in fact 2 pieces of luggage listed for both the inbound and outbound journeys.

However in the summary it says 0 pieces under baggage allowance! As I was unable to travel unless I paid the £35 I paid the fee and retained the receipt which I’m happy to send to you. This was extremely inconvenient as I’d already paid an above average fee for the ticket! I was worried this issue would come up again when I was due to return to London on 30th of December. However, Norwegian had the details of my luggage and I was not charged on the return journey.

Kind regards,

Sascha Asvarischtsch