Sunday 17 December 2017

Why was I charged for my luggage when it was regulation size?

QA reader got in touch about a €35 checked-in luggage fee he was charged by Ryanair when flying to the UK in April.

The reader claims he should not have been charged at all, as his bag fitted the specifications and it fitted in the baggage 'sizer'.

Nonetheless, he was told his bag would have to be checked in as it was too big and he paid the charge of €35.

On his return home, he was able to bring his bag as hand luggage without a problem and so on his arrival at Dublin airport he spoke to a Ryanair superviser.

He claims that the superviser, on measuring his bag, wrote a note on his booking record advising him to make a complaint. He wrote two letters and received replies but no refund.

AIf his bag was within the carry-on size and weight specifications, then there seems no reason why he should have been charged to put it in the hold.

So, could he have been asked to pay the charge by mistake? Ryanair say this passenger was not charged in error, and while a note had been made on his booking it only indicated that a complaint had been made

Smart Consumer contacted Ryanair to find out. Ryanair's Stephen McNamara said:

"Ryanair's baggage policy, including carry-on bag dimensions, are advised to passengers during the booking process, in confirmation and reminder emails and are printed clearly on each boarding pass.

"Carry-on luggage must fit comfortably in Ryanair's baggage sizers and bags which require 'pushing in the sides to fit' clearly do not adhere to the advised dimensions. This policy should also have been applied at East Midlands Airport.

He continued: "Ryanair recommends that this and all Ryanair passengers purchase our approved Samsonite carry-on bag to take the uncertainty out of travelling with non-approved hand luggage."

Q Rachel was given a French Connection voucher worth €120 as a present. When she went to the store recently she discovered it was five weeks out of date.

However, she says a salesperson gave her the phone number of the UK head office and advised she should call them about extending the voucher.

After calls back and forth to head office, Rachel wasn't getting a reply so she asked Smart Consumer for advice.

AIf the terms of a voucher say it is only valid for a year then the shop doesn't have to accept it, as this was the condition agreed to on purchase.

A call to French Connection confirmed that only staff in head office had the authority to agree to accept a voucher beyond its expiry date and they said Rachel's voucher would not be extended.

Sadly it's money down the drain. It's an example of why you should check the expiry date on vouchers and why we would rather there were none at all.

Irish Independent

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