Travelgenio / personalized service
I recently purchased a flight ticket from OGG (Kahului, Maui, Hawaii) to PDX (Portland, Oregon) through Travelgenio online Platform. The reservation code is: HFKBRQ. I also purchased the Personalized Service Pack, which listed "extra and/or special luggage" as one of the many services. There was a white box to specify, where I typed just "1x 23 Kg Bag", and I was charged 20 euros immediately.
The following day I get an email from Travelgenio, telling me that they can't add the bag because the airline doesn't allow it online, just at the airport (paying more). I know for a fact this is not correct, because I have with me, the flight ticket from my partner, for the same exact flight (22/08/2018 departing 21.57 from Kahului), but purchased through a different portal (Kiwi), and with a checked 23 kg bag.
And so it begins a chain of never ending emails of Travelgenio repeating like a broken record, that I should read the Terms & Conditions, that the pack is only for "managing" what I'm requesting, which I understand.
My point is that I paid for an extra service, that I know the airline offers. Travelgenio immediately told me that they can't book it, that I need to pay extra at the airport, and that the money I paid through Travelgenio is not refundable. I am quickly starting to feel like a pretty undesired customer. I bought through Travelgenio many times before, through Skyscanner, because I've never had any issues. I find this issue quite simple, but a the same time quite a deal breaker if I don't get any sort of compensation: either the 20 euros back, or as simple as one 23 kg checked bag in my flight.
I'm attaching a photo from Kiwi, showing that adding a 23 kg bag is 100% possible as a user. The other photo shows the list of services listed in the pack, one of which says extra luggage.
Thanks in advance!
TravelGenio Customer Care's Response, Jul 12, 2018
You will receive a reply by email within the next few hours. Thank you for your collaboration.
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