Ebookers.com
Complaint 252475 Details

I booked 2 return flights with eBookers which I was informed included baggage allowance, however when I checked-in for the flight I was informed there was no baggage allowance and therefore had to pay £80 (£40 each) to take our checked baggage. I have been informed by BA that I will be charged the same on the return leg; £160 total.

When I was booking the flights I checked the baggage allowance on ebookers website, which stated there was NO ADDITIONAL FEES for 1 checked bag per passenger on any ticket type for BA flights. As a result, I went on to book the flights. I then received a confirmation email from ebookers with all details. To double-check, I followed the baggage allowance link from that email, and re-confirmed that there were NO ADDITIONAL FEES - all BA flights on ebookers website include at least one checked bag per customer which is all I required.

I have spent numerous hours of my holiday trying to get this sorted, having to repeatedly chase ebookers for answers. I have been informed that a complaint can only be submitted in writing, which is ridiculous.

I have now been informed by email that ebookers do not intend to refund these costs (despite numerous assurances of a return phone call from a manager, with specific times which caused me to delay my plans - all to no avail). This is in spite of being advised to retain receipts in order to do so by a supervisor named John. I have of course retained these.

No explanation has been given by ebookers as to why a refund will not be issued.

This is not acceptable to me - ebookers sold a flight stating it had a baggage allowance, and as a result of that claim I booked with ebookers. I am now £160 out of pocket, due to ebookers mis-selling. I will now look at ways to take this further.

I mistakenly sought confidence in the fact that ebookers are a major company and ATOL registered. Instead, I have experienced financial loss due to their incompetence and mis-selling, and the worst customer service I have ever experienced. My holiday has been ruined.