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Etihad Airways / excess baggage penalty

I have traveled on Etihad Airways for first time from Bahrain to Trivandrum on 12/08/2019 on economy class. My wife, daughter and myself three of us together had a baggage allowance on 90 kgs (30 kgs each). I have booked my tickets on Feb 2019 and I was told that the baggage allowance was recently updated to 40 kgs each for same category but not sure for particular tickets. When I did my online check in it was mentioned 90 kgs total. I have corrected the weight of my baggage to 90 kgs using my electronic gauge. But on weighing at check in counter it showed 61 + 31 = 92 kgs. I had done a wrapping after weighing which is one reason for excess weight and another can be an error with my/check in counter machine. My concern is when I take the case of each person 0.666 kgs ( 2.0 kgs/3.0 person) per person, around 2.22 % exceeding of baggage due to a reason like wrapping or weighing scale difference is enough to charge 17.10 BHD ( with a service charge of 2 BHD and VAT 0.1 BHD inclusive) which is 171 AED. Even though I told the person on check in counter that it may be a mistake with either one of the machine or due to wrapping, the person was continuously saying "decide if you want to make card payment or cash payment". At last when I gave my debit card as I was short of cash in my purse, he mentioned debit cards not acceptable. Then I went within the airport in search of an ATM machine, I took money and came back, when I reached there my wife and daughter were searching for me outside check in counter. With this compliant I want the authorities of the Etihad airlines to look into the Penalty amount and Service charges, is it proportionate with the mistake committed and also the difficulties I faced for the mistake I did.

Etihad Airways
Etihad Airways
Etihad Airways
Etihad Airways
Etihad Airways
Etihad Airways
Etihad Airways

  • Etihad Airways Customer Care's Response, Aug 16, 2019

    Hi Anoopanoop, we're sorry to hear that you were not happy with your check-in experience. Our Ground Staff has to follow the baggage allowance mentioned on your ticket, hence if each of you was allowed 30kg baggage, you can have a combined weight of 90kg. In case the 90kg are exceeded, excess baggage would need to be paid. If you would like to have this investigated further, please fill out the feedback from on our website https://www.etihad.com/en-us/about-us/contact-us/feedback/. *Ivy

An
Aug 13, 2019

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