FlyDubai — flydubai agent denied my rights and ccheated off my money
I am lodging this complaint here after my patience-filled emails to flydubai did not yield much response other than the usual rephrases of the same sympathetic statements from customer service agents. Their responses were so generalized and out-of-topic that I wonder if they really “read” my concern or do they even have the intention to investigate the matter to deliver justice.
My wife and I were returning to India (Chennai) from Dubai. We chose flydubai airline for the journey thinking that their prices were the most economical compared to other airlines. The departure time of our flight was at 22:05 hours and we were at the check-in counter before 18:00 hours. During check-in, we found that our check-in luggage weighed around 13 kgs. We had not pre-purchased the baggage allowance, which can be purchased from flydubai’s website before 4 hours to departure time (as per the airline policy). The baggage allowance of AED 50, could have covered the payments for check-in baggages for upto 20 Kgs. Since there were 4 hours remaining for departure in my case, I expressed my intention to the agent at the counter that I would go online using my internet-connected tablet-device and buy the baggage allowance, which would have taken 5 minutes. However, the counter agent asked me to pay for the baggage at the airport rate (per kilo), which totaled to AED 490— an excess of AED 440.
I was trying to explain her that I should be allowed to purchase the baggage allowance online, as I would not be violating any of the airline’s policies, and it would take hardly 5 minutes. However, I was denied this right of a passenger! I kept asking her for a reason why I cannot purchase the baggage allowance of AED 50 (INR 850) when I have 4 hours for departure, as per their policy; instead of paying AED 490 (INR 8500) at the airport. The flydubai agent was in no position to provide an answer, but kept insisting me to make the excessive payment at the airport rate. The queue behind me was building up. Without any other option, and with a feeling of having suffered an unfair treatment, I paid AED 490 to get my boarding pass.
We were on a budget trip, and we chose flydubai as the airlines met our budget. I was very particular about my expenses during the entire tour, and had planned out the itinerary in a thrifty manner. I even chose this season in order to avoid the peak-season surcharges. However, the biggest expense of our entire tour went for the baggage charges on flydubai. What I thought of flydubai as a safer flying option financially has proved to be huge irony, as I would have received more flying comforts with Emirates airlines for the same money I ended up shelling on flydubai.
My rights as a passenger in opting to buy the discounted baggage allowance online were denied to me. I believe this is an unethical model of doing business, and flydubai as an airline should not rob their passengers of their hard-earned money in dishonest methods like what happened to me. This loss of AED 490 is a huge setback for me financially, and the treatment of having denied my options is making me feel humiliated. I request flydubai to investigate this matter, and rightly refund me the extra AED 440 (INR 7500) that I had paid.
Airline PNR: DC0OQK
Date of Journey: 14th April 2015