EasyJet
Misleading (and Expensive) Baggage Policy

I'm still in shock, but I'll keep this short. Basically EasyJet ripped me off by 100 pounds today.

Today I flew from London to Barcelona. Paid for two bags on the EasyJet website. One bag allowance was equal to 20 kg, so I presumed that two bags would allow 20 kg more - like all airlines do. I had two pieces of luggage: one 20kg, one 10kg.

At check in, I was told that I had to pay 100 pounds in addition to the 9 pounds extra I paid online for the second bag. Apparently, no matter how many bags you check in, your maximum will always be 20kg. Buying more bags apparently does not mean you get more weight to carry. I fly for a living, and this is the first time an airline has ever so sneakily inserted hidden fees like this. A gentleman next to me was livid because he was asked to pay 400 pounds for four bags he had applied for online (as I did). I then spoke to at least 5 other people around me at the airport, and none of them were aware of this rule.

I spoke to four employees and demanded to speak to a manager. All of them said that there was none available. All of them repeatedly said that the policy on the website says "20 kgs max", but it is simply NOT clear enough. Had I known that an extra bag would cost FOUR times the amount of the flight, I would have gone to another airline. A couple of the agents even appeared sympathetic, as though they, too, knew that the company was clearly misleading people with such an absurd policy.

I called customer service while I waited to board the plane. The agent was nice and calm, and repeatedly told me that the policy is stated online. I then repeatedly told him that this policy needs to be made much more clear on the website, and that they cannot continue to trick their customers into thinking that when they purchase an extra bag at 9 UK pounds that they are covered for a second check in item.

In their baggage policy, they write that you can check in up to 9 bags (at 9 pounds per bag). But how in the world is that even possible if the maximum weight of all bags is 20kg? You'd have to be packing cotton or air for that to make any sense.

It is unethical what Easyjet is doing. Their policy is intentionally misleading their customers and this cannot continue to happen.

Damage Resulting = Consequences were having to pay 100 pounds. The company fail to give their customers the information they need to make informed decisions.

Company: EasyJet
Country: United Kingdom
Region: United Kingdom

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