Thai Airways review: I paid for 30kg baggage but was allowed only 20kg

a) I bought a Flexi e-ticket from the Thai Airways website with 30kg as advertised for the combined flights Bangkok Air PG942 and Thai Airways TG417.

Details:

Booking ref: 5P3HRC

Date of travel: 10 Nov 23: LPQ – BKK – KUL (see screenshot of fare conditions)

Purchased from: Thai Airways website

b) After a conversation with the Thai Contact Centre, the service person confirmed that I bought a Flexi ticket and she advised me to send an email as I had not received a reply to a previous email.

c) The reply from from salesforce and [protected]@thaiairways.com stated “permitted only 20 KGs”.

d) Attachments:

- Screenshot of website fare conditions at time of purchase – shows Flexi ticket with 30kg

- Ticket receipt matches fare I paid and flights advertised.

- Reply from Thai Airways.

At the time of purchase, both the flights (LPQ to BKK and BKK to KUL) are included in the fare and the fare conditions state 30kg. Flexi tickets bought from Thai Airways have 30kg checked baggage. Please explain where the 20kg is stated at the time of purchase on the Thai Airways website. In fact, the Thai Airways site has no airfare showing 20kg.

DC