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Mr.
Simon Paul Cordell 109 Burncroft Avenue Enfield,
London, EN3 7JQ re_wired@ymail.com +447864217519 Date:
22nd January 2025 Customer
Service Trip.com Subject:
“Trip.com-and-Stansted-Airport” Request for Compensation Due to
Misleading Information and Associated Costs - Stansted Airport - Dear Trip.com Customer Service, I hope this message finds you well.
I am writing to formally submit a complaint regarding my recent travel
experience booked through your platform, which has resulted in significant
financial losses and considerable stress for myself and Travel Partner. On January 5, 2025, I booked a round
trip from Antalya to London for myself and a companion via Trip.com. During
the booking process, I specifically selected the option for "Additional
Baggage Allowance," which was advertised at £44.70 for an additional 15
kg, suitcase. I believed that by choosing this option, I had secured the
necessary allowance for our larger suitcase. However, upon our arrival at the airport, we
encountered severe complications that were exacerbated by misleading
information on your website. After checking in at the airport, I
placed our larger suitcase on the scale, only to be prompted by the easyJet
system to pay an additional £40 for checked baggage. I found this perplexing,
as I had believed I had already paid for this service through Trip.com. I
sought assistance from an easyJet representative, who kindly reviewed our
booking with us. Unfortunately, she explained that the large suitcase had not
been booked onto the plane. This crucial miscommunication indicated that
Trip.com had misled us into thinking we had paid for a fully checked suitcase
when, in fact, we had merely paid for an allowance for extra carriage. While rushing to address this issue,
we encountered further complications, waiting in lines and dealing with
additional staff who directed us back and forth without resolution.
Ultimately, I had to pay another £40 to properly check the suitcase, which
compounded the confusion we were already experiencing. After checking the luggage, we
hurried back upstairs only to arrive at our gate to find it closed and not
due to any delay on our part, but because of the time wasted navigating the miscommunications
and multiple interactions with airport staff. This experience was both
distressing and humiliating, causing us
further inconvenience as we scrambled to understand our situation and seek
help. In addition to the baggage fees, the
constant back-and-forth also resulted in additional train fare incurred as I
rushed to make a new flight connection at Luton Airport, which amounted to £XX , as well as food and drink expenses at Luton Airport,
totaling £YY . I have attached the corresponding
receipts for each of these expenditures. Issues at Antalya Airport Following this, while traveling back on January 12 with Sunexpress, we again discovered that no clear options for baggage were
available on your website. Once more, I was informed that nothing had
been paid for in terms of baggage. I was forced to pay an additional £60 to
check our suitcases, under the impression that hand luggage restrictions
allowed only smaller bags, which proved to be false. The staff explained that
larger suitcases would incur additional fees, further compounding the
confusion concerning what I believed was already taken care of during the
booking. Throughout both journeys, I experienced a lack of clarity concerning
baggage policies, which I felt was compounded by Trip.com's and the airline’s
misleading communications. Thus far, I have incurred additional baggage fees
of £160, plus further unexpected expenses
for train tickets and food purchased during our delays amounting to £XX and £YY, respectively. I have attached the
corresponding receipts for each of these expenditures, which could easily
exceed my original expectations for the trip. Given
the severe inconvenience and financial losses, I incurred during this
process, I firmly believe my situation warrants a reassessment of your posted
"Flight Price Guarantee and Booking Guarantee Terms &
Conditions." I understand that the maximum
possible compensation stated is a refund of the cost of my original flight
ticket along with a free ticket for a replacement flight. However, I request
that you take into account the following points supporting my position for
greater compensation: 1) Misleading Information: a. The advertisement for
"Additional Baggage Allowance" was unclear and led me to believe
that I had fully secured a larger suitcase. While I understood there would be
additional costs, the information provided by your platform was, at best,
misleading and likely inadequate for a customer to make an informed decision. 2) Consumer Protection Laws: a. Numerous countries have consumer
protection laws that require businesses to provide accurate and clear
information about the services they sell. If the information presented on
your platform did not fulfill these requirements, I feel there is a duty to
provide compensation that reflects the financial losses incurred. 3) Terms and Conditions Review: a. The inconsistency in the advertised
baggage allowances between the outbound and return flights raises questions
about the compliance of the terms and conditions set forth on your website.
They did not align with my experiences while traveling. Given these
discrepancies, I believe I should be entitled to compensation beyond the
stated guarantees. 4) Exceptional Circumstances: a. If an error on Trip.com's part led
to significant financial losses beyond the cost of the original flight, it
seems fair to consider compensatory measures for the additional expenses
accrued due to the lack of transparency and the ensuing travel ordeal. 5) Customer Service Resolution: a. I encourage Trip.com to address this
situation fairly, as customer loyalty and satisfaction play crucial roles in
maintaining a positive company image. I believe I am entitled to the
reimbursement of the additional baggage fees, unexpected travel costs, food
expenses, and appropriate compensation for the distress and disruption this
experience caused. I kindly request your prompt
attention to this matter and look forward to a positive resolution. Attached
are the receipts for the additional baggage, travel costs, and food expenses,
along with relevant documentation for your review. Thank you for your understanding. Best regards, Mr. Simon Paul Cordell 109 Burncroft Avenue Enfield, London, EN3 7JQ re_wired@ymail.com +447864217519 Date: 22nd January 2025 Unfortunately,
I encountered significant issues relating to the baggage policy information,
and website or personal staff making incorrect booking details, which
ultimately led to financial loss and disrupted my holiday. While
I appreciate the variety of flight options you provide, the lack of clear
communication regarding baggage allowances was extremely frustrating. I was
made to rely on visual guides that were misleading and lacked sufficient
clarity, resulting in unexpected costs for additional baggage and
considerable inconvenience during my travel. Unfortunately, my experience was
far from satisfactory. I
would like to formally request a refund for the fees and extra fees incurred
due to the miscommunication and also regarding baggage policies. Clear,
textual descriptions of baggage allowances would greatly enhance the user
experience and help prevent similar issues for future customers. As
someone accustomed to clear communication in professional settings, I found
the reliance on color-coded images for baggage information frustrating and
confusing. Instead of easy-to-understand text descriptions, I was faced with
visual aids that changed without notice, leaving me uncertain about what I
could bring on my flight. This
confusion ultimately led to unexpected costs and logistical challenges during
my trip, making it difficult to fully enjoy my holiday. A clearer, text-based
explanation of baggage policies would have allowed me to make informed
decisions and avoid the stress and financial loss I experienced. Travelers
expect professionalism and transparency when booking flights, and I believe
that Trip.com could significantly improve its user experience by implementing
straightforward and consistent text-based information regarding baggage
allowances. In summary, while I appreciate the service
Trip.com provides in helping travelers find flights, the ambiguity
surrounding baggage policies led to a disappointing experience that detracted
from my holiday. I hope that they will work towards enhancing communication
to prevent future customers from facing similar challenges. |
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My Experience |
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Flights I used: -- I clicked of flights to obtain the flight
tickets, I found that most flight companies that I choose gave us an option
to pick seats beside each other at an additional cost
but this option could be skipped, I paid anyways.
Trip.Com-19-12-24-1020 Traveling
In Between Home and The Airports We made the mistake of booking
our flights from Gatwick based on advice from people we consulted about
getting dropped off by car from. I realised that the difference in
taxi fares from my home to Stansted Airport compared to Gatwick was a fairly
significant amount extra. However, when I finally
calculated the costs, taking a cab to London Bridge and then the train to
Gatwick actually ended up costing about £30 more and based on the information
I found, flights from London Gatwick to Antalya tended to be cheaper than
those from London Stansted to Antalya.
I can’t recall the exact savings.
Overall, it felt like a complicated trade-off between convenience and cost,
but I had to get to Turkey Antalya and at the moment I don’t own a private
plane. By Friends or Family: lead us to working out that Brimsdown
Train Station does not run in time to catch an early morning train to London
Bridge to get to Gatwick, so we need the cab to get us to London Bridge. By Car with me Driving Taking a car to the airport For Christmas and New Year would leave us paying 180 pounds
for car parking and Car insurance £18 per day, needed. During the Christmas and New Year
period, parking rates at Gatwick Airport can be higher due to increased
demand. Here are some approximate rates for that period:
By Cab Cabs from North London Enfield
worked out expensive for uber to be booked in advance but I remembered from
years ago that the cab station near me had a price list in the window and
went looking for it in google maps and it was still there. The Prices in the Window Are as
Follows:
Booking a train from London Bridge to
Gatwick Airport seemed like the most convenient option, especially since
Brimsdown Train Station didn't have early trains available. I discovered a
helpful website, omio.com, which made it easy to secure my tickets. Ultimately,
I decided to use an online taxi booking service as well, as it made sense to
arrange my return journey at the same time for added convenience. OMIO-23-12-1439
The Train Tickets Cost Was £53:40p ü Taxicode • Book and Compare Taxi, Minibus and Coach Hire
Prices
-----
TaxiCode Receipts £51:50p Each
Way X2 Total £103:00p, as also, invoiced
below!
Taxicode-Recipt-23-12-1439
Total £103:00p, Before the cab arrived, I printed all
receipts twice that would be needed. The cab arrived at my home
in time for us to leave and arrive at London Bridge Station on time and the
cab driver was friendly. On the way we spoke to him and asked him
how we would go about changing the time on the return cab as we had clicked
on 1:00Am instead of 02:00 hours not releasing it was a 24-hour clock as we
were booking our cabs in the website. He explained that this is not a problem
and that we can do this at any time, by using there webapp or contacting the
main office. AT LONDON BRIDGE TRAIN STATION We had to wait for the train to arrive and in
our spare time we ordered some food from Greg’s that nicely allocated in the train
station until it was time for our departure to Gatwick Airport! Once on the train we were both soon at the
airport and with our two small carriage suite case and additional Luggage
that was one x a bigger suitcase than the ones we were carrying. The train ride got us to our destination in
time of its schedule and had pleasant scenery along its route. INSIDE OF THE AIRPORT Once inside of the Gatwick Airport our
brains started to figure it all out, the boards hung up had the information
we needed and we both hurried to work it out the fastest, my friend said the
gate number and I stated it is over there. We found easyJet and cued up to
place the larger suitcase onto the section where it would be booked in and
weighed for it to disappear on the conveyor belt and out to the staff who use
the machinery to then place it on the plane, for us. I put the bag on the scales and touched my
passport on to the machine as requested and it asked me to pay another 40
pounds, so, I tried again and the same thing happened, I thought here we go
and decided to pull out my phone and printed paperwork of receipts and
call-in search of a member of staff, as I was sure that I had paid for this
service when using trip.com website services. As the kind easyJet member of staff started
to help us, I logged into my phone and showed her the receipts. She started to help by going through the
system I had just prior used. She explained to us that the large suitcase has
not been booked onto the plane already. This caused us to go through the receipts
with her and she explained that the trip advisor had misled us into believing
we had paid for baggage when in fact what we had paid for was a suitcase to
be allowed as extra carriage on the plane. She tried to put the suitcase in a
metal section to see if it fitted and noticed it would just barely but said
it will be alright and due to all the confusion caused, we had best hurry
upstairs to book ourselves and luggage all in, as time had been wasted. So, we hurried upstairs into the airport to
book ourselves and luggage into customs so we can head to our departure gate
in time for it not to be closed but as we were allowed into the first section
with the use of our passports, for the passport ID check in stage, we were
stopped by staff as we went to place our suite cases on the conveyor belt.
The staff who approached us told us that we can’t bring the larger suitcase
on this way. We explained to staff what we were told by
the staff lady downstairs and the member of staff reinstated his decision as
he told us again that we must go all the way back downstairs and basically
repay. He continued by also stating that we must hurry as we will need to come
back upstairs and start all again. We both run all the way downstairs and
found the woman again who then rushed us to the machine and placed the bags
back onto the machine. She then quickly booked the large suitcase
in again and made me pay 40 pounds.
EasyJet-09-01-25—1051 Total £40:00p, We ran back upstairs in the airport and got
past the passport ID check-in stage to reach the departure gate, only to find
it closed through no fault of our own. We had done everything on time but
were misinformed and manipulated by the trip advisor website. This wasn't
made clear to us until we made our way back home again. As we reached the
Departure Gate, it was closed, and we realized we were trapped in the
airport. No one other than staff could get out of the section of the airport
building we were confined in unless they boarded a plane and left. We tried to grasp the situation, but it had
no positive effect. We missed the plane and were trapped in the airport with
no staff to help us get out. We looked around for staff who could advise us,
but none were to be seen. Then we came across another family with children
who had missed the same plane. We all decided to work together, and we saw a
cleaner wandering away from us, and everyone rushed over to him. We tried not
to ambush him with our worries, and he seemed to know the answers we needed,
as I presumed, he had heard it all before. He advised us to all go to the
only information desk that is open and directed us to it. Once we found it, we realized it was the
British Airways information desk, and there was no staff inside. I could see
two other families already queuing in front of us, and I knew this was
trouble. Eventually, a member of staff turned up, and we awaited our turn for
help. The lady said, "Hello, can I help you?" We all explained what
had happened, only for her to say, "Sorry, we cannot help you all. We're
not easyJet; we're British Airways." We all stepped back from the queue and
stood there, unsure of what else to do. I kept watch on the only member of
staff we could see, the lady at the British Airways information desk, whom
the cleaner had sent us to find for help. We were all stuck and asked more
staff as we found them, who all sent us back to the British Airways desk. I
had had enough, as had the rest of us. I approached the British Airways lady
at the information desk again that I had keep my eyes on and said in a polite
voice, "Please, can you help us by contacting someone?" She stated,
"Wait there, and I will contact someone from easyJet, as all their
offices are on the other side of the airport." She came back and said someone was on their
way to collect us all. It was lucky that I demanded someone be called to help
us, or we could have been stuck for a long time. Eventually some easyJet assistance arrived
and said that they never have staff on this side of the Gatwick airport and
repeated that this is as the office for easyJet as are on the other side. He said but don’t worry he will first take
us to our luggage as it was not put on the plane and then to their offices,
where we can speak to a supervisor, who if he or she hears what we were
explaining they might put us on the next flight. After a long walk we all arrived with our
bags at the other side of the terminal where easy jet staff and offices could
be found. We were pointed to some staff and told to ask to see the
supervisor. Staff tried to advise us away as we approached, and we explained
what we were told to do and why. The family with us who also never got on the
plan and ourselves were then told by easyJet staff to wait around and look
for a person in a blue suite, we thought at first, we were being given the
run around again as we stood in a massive section of the airport with easyJet
logos advertised everywhere and staff with orange jacket with easyJet logos
on them were all moving around us and queuing systems were all around us but
then we see a man in a blue suite, and we all headed towards him. A member of
staff tried to stop us again and we explained we need to get to the
supervisor in the blue suit before he disappears, and the member of staff
said, “Well you better hurry up then.” We explained all to the supervisor
from the second we were approaching him until we left him in kind. I and my travel friend asked to be placed
on the next plane as this was not our fault. The easyJet supervisor’s attitude
sort of changed as he said they as easyJet will be charging us £110 each, to
do this. It was again explained to him that this was not our fault, and we
were given wrong information about our luggage. He continued to say we must
pay as he started to look on his computer. He wanted us to give him the lady
easyJet staff identity and the male staff identity from upstairs in the airport also, he was
on about both the staff who had sent us up and down in the sections of the
airport earlier and continued to say that we hadn’t paid for any language at
all and demanded to see any proof that we had paid twice, so I showed him my
receipts and continued to explain that I could not identify the two members
of staff and also it was important for me to be on the plane as I had an
appointment to get my teeth repaired, he finally accepted that what we were
both saying was the truth and continued by explaining that there is no more
planes until the 10th to where we were going from Gatwick to
Antalya until the 10-01-2025 and this was at 8am on the 8th
January 2025 but he then continued by saying that he can place us on the
plane that leaves from Luton Airport if we could get there in the next two
hours. I asked him if it was possible to do such a
thing without a plane or a car and he replied yes but it will be very tight.
The easyJet supervisor manager then started typing on his keyboard and
changed the flights. He said he has booked all our luggage onto the plane,
and I asked him, is that for there and return to which he replied yes, he
then told me to take a screen shot of his computer and we start to make our
ways: --
EasyJet
Supervisor Manager Computer Screenshot The race was on to Luton Airport from
Gatwick, so from home to Gatwick to Luton to Turkey Antalya and onto our
hotel was our changed journey but the EasyJet staff first told us we need to
get on to the other side of the Airport again and onto the Gatwick Airport
Shuttle or otherwise known as the Gatwick Airport Inter-Terminal
Shuttle.
It operates frequently and provides a quick and convenient way to transfer
between the two terminals and typically taking around 2-3 minutes, so we
rushed of to get onto it. The Terminal Shuttle was
free to pay for but the train to Luton was not and we should not have encored
these additional costs.
Trip.com invoice of purchases. Total Paid
£216.90
Train Tickets from Gatwick Airport to Luton
Airport Are Exhibited as A Bank Statement and Are as Follows: --
This Is X2 But the Other Receipt Needs to
Be Obtained, if required Total £46.00 Pounds £23.00 + £23.00 Total £46.00 pounds The train to Luton that was not free to get
on and costs £23.00 each to get on and are costs that we wrongly incurred
due to no fault of our own! Food And Drink Once at the airport of Luton we needed to
get food and drink at an additional cost and the receipts are included from Burger
King in the terminal for two and are as follows: --
Luton-Airport-BurgerKing-09-01-25—1051 Total £23.00 Pounds Antalya, Turkey, was not only my sister’s
destination but also ours, and the excitement was palpable! I reached out to
the Dental Fly cab coordinator to confirm that we were en
route, but unfortunately, our flight times had changed. The team was
understanding and reassured us that they would still be there to meet us at
the airport, which eased my concerns. Upon our arrival at Antalya Airport, we
encountered a bit of a hiccup. The Dental Fly cab company was unreachable by
phone, which left us feeling uncertain. However, the airport scouts came to
our rescue. They were incredibly kind and stepped in to assist us, even
though we had previously informed Dental Fly about our flight changes. Thanks to their help, we managed to find a
cab that promptly took us to our hotel. The fare was reasonably priced at
1300 Turkish lira, which is roughly £30 a small price to pay for such quick
and friendly service. Despite the initial communication challenges, the
kindness of the airport staff truly made our arrival in Antalya a pleasant
one, setting a positive tone for our trip ahead! Cab from Antalya Airport Turkey to Hotel Receipt
Total £30.00 Pounds The drive to the hotel was a delightful 10
minutes, filled with beautiful scenery along the way. By the time we arrived,
it was quite late, but we were warmly welcomed by the hotel’s night manager,
whose kindness truly brightened our evening as he escorted us to our room.
His warm smile instantly made us feel at home. The hotel itself was charming and
thoughtfully situated, striking the perfect balance between comfort and
value. Although I could have chosen a more luxurious option, I found that
this lovely hotel exceeded my expectations. The only minor detail was that
some of the pictures suggested the rooms were slightly larger than they
actually were, but this didn’t detract from our overall experience.
Everything was pristine and conveniently accessible. A convenience store was just a quick
3-minute walk away, perfect for picking up beach essentials, snacks, and a
selection of refreshing beverages. We were delighted to find an assortment of
cocktails and local wines to enjoy in the evenings, which added a nice touch
to our stay. Additionally, we were only 5 minutes from the beach and an equal
distance from a multitude of other attractions. After settling in, we texted Dental Fly to
inform them of our arrival, and the next morning, we received confirmation
that our transportation would be arranged again, and indeed, it was. The
spacious people carriers provided a comfortable ride, taking us a swift 10
minutes to the dentist, located in the nearby town. All in all, our stay was delightful, and we
felt well taken care of every step of the way. The combination of excellent
service, convenient amenities, and the chance to unwind with a drink or snack
made for a truly enjoyable experience. ON THE WAY HOME I booked the flights before I left, and,
in the website, it had a section that I clicked for Additional Baggage
Allowance was the story I was explaining to the airline assistant, when
trying to book our baggage in to them. THE PLANE FROM ANTALYA TO GATWICK
WAS WITH SUN-EXPRESS We got picked up from our hotel
by the Dentafly cab and arrived at the airport well in time of time set. We
went to book our bags onto the plane and were told we needed to pay again. We showed all our receipts and
even explained that the manager from Gatwick airport had given us a screenshot
of his computer when he transferred us to Luton, and he had explained that he
had added all of our luggage. She explained that the booking
agent has only just paid for the tickets at £30 pounds each and I was to take it up with them
afterwards and she continued to explain that to her understanding the booking
agent has not paid for any luggage back whatsoever and that they had only
paid for the way there. She pulled out cards and showed me that all suite
cases are to be charged for, and this is why I was forced to pay again. She
offered a discount price for our two small suite cases and one larger one. As
priced below.
On my return trip, I experienced
several issues with my flight. I initially flew with easyJet on flight
U26519, an economy class Airbus A320, and returned with Sunexpress on flight
XQ590, a Boeing 737 MAX 8 in economy class. Unfortunately, I was informed by
Sunexpress that no baggage fees had been paid for on my return flight, and I
was required to pay an additional £69.63 for all of my luggage. The representative explained that
suitcases could only be taken as hand luggage if I paid for them as extras.
She referenced a pricing policy card that indicated the limitations on hand
luggage. According to her, hand luggage was restricted to bags, handbags, gym
bags, or rucksacks, explicitly excluding suitcases. Smaller suitcases were
charged at around £40 each for hand luggage, while larger ones cost over £60;
however, she also offered all three pieces of luggage for a total of £69.63. I felt frustrated and embarrassed
by the situation, as the airline's policies were unclear at the time of my
ticket purchase. The trip.com website was particularly confusing during the
booking process, ultimately resulting in double charges. While the website
advised checking the Sunexpress site for guidelines, Sunexpress did not
charge for suitcases intended as carry-on baggage. Furthermore, the options for
add-on baggage allowance on the trip.com website misled us into believing
that the majority of airlines followed the same policy, which was not the
case. It appears that trip.com, as the booking agency, is aware of these discrepancies
and is profiting unethically by advertising add-on baggage allowances that
are not necessary. In my case, the baggage allowance
was not included in my itinerary, despite being confirmed in my purchased
baggage allowance. To complicate matters, the section on the website
detailing my free baggage allowance, a "Personal Item"
stated I was allowed one piece per person, weighing up to 15 kg,
with dimensions not exceeding 45x36x20 cm, which must fit “under
the seat in front of me” and this could not be a “Suitcase,” due
to it being a "Personal Item." |
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WHAT HAPPENS WHEN USING TRIP.COM TO
BOOK FLIGHTS. |
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Booking Experience on Trip.com 1. Website Access: ·
You
initiate your experience by typing "trip.com" into a search engine
and arriving at the Trip.com homepage. 2. Flight Selection: ·
You
click on the "Flights" option in the top menu, which takes you to a
page dedicated to finding cheap flight deals. ·
You
opt not to register for an account. 3. Inputting Travel Details: ·
Using
an HTML form, you are presented with options for different trip types: Round-trip,
One-way, and Multi-city. ·
You
input your departure (London STN) and destination (Antalya) in
the respective fields. ·
You
select your travel dates from a pop-up calendar and indicate the number of
travelers (adults, children, infants on lap). |
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4. Searching for Flights Departing
to Antalya:
a.
Departing to Antalya
This
image shows a screenshot of the first departing ticket being with Pegasus
Airlines at a cost of £71 and times of flight. *
Baggage
Information:
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Hidden Taxes and
Fees: A Breakdown of Costs 5. Searching for Flights Returning to London:
This
image shows a screenshot of the return flight with Pegasus Airlines at a cost
of £90 and at times of flight.
6. Price
Discrepancy: Website Demo Test!
a.
Selecting The Two Tickets Total: £161. b.
Farecards Total: £179. c.
Extra Charged Total: £18 extra unfairly proceeded, you could be left to believe, but in
reality. And In Our Case: Website Live Test!
Here’s a detailed breakdown of the
costs as shown during the next webpage opened in the booking process:
Detailed Breakdown
of Costs:
a.
Fare: £24.40 × 2 = £48.80 b.
Taxes & Fees: £71.80 × 2 = £143.60 c.
Total for Adults (Passenger 1 & Passenger 2): £96.20 × 2 = £192.40
a.
I have included screenshots of these “Farecards” and included them
below! Laws and Regulations Breached:
Farecard Demo Test Example Part 1 of 2
Farecard Demo Test Example Part 1
of 2
1)
Inconsistent Farecard Availability:
Each time I navigate the Trip.com website, I notice that the available
Farecards vary not only in options but also in quantities. For instance, in
the images provided, I observed four Farecards indicating that checked
baggage was not included. This inconsistency can easily go unnoticed,
especially since the options are not always visible without scrolling
horizontally or selecting specific filters. Consequently, this variability
creates confusion regarding the Farecards and the associated baggage policies.
2)
Navigation Challenges:
The constant changes in Farecards contribute to a confusing website
experience. Users often miss critical information about their flight options
because they aren’t readily visible, or available. This lack of clarity can
lead to misunderstandings about what is included in a fare and what
additional costs might be incurred later. 3)
Expired Search Results:
Another issue I have faced is the quick expiration of search results. The
first-come, first-served nature of Trip.com’s pricing model compels users to
make hasty decisions, which I find to be unfair. For example, I often
encounter messages stating that flight prices may have changed due to
inactivity. This prompts me to restart my search process, leading to
frustration and ultimately resulting in different flight options and varied
Farecards as well as policies. As
Imaged Below
4)
Unfair Pressure to Commit:
The combination of unpredictable Farecard availability, navigation
difficulties, and constantly changing search results imposes undue pressure
on me and other users to commit to purchases without fully understanding the
terms. This experience does not foster confidence in making informed travel
decisions.
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7. **Baggage Allowance
Confusion**
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8. **Pop-up Policy Information
Sections ·
When
clicking links for more baggage details, another slide-in pop-up appears with
the following menus: a.
Booking Information, b.
Baggage Allowance, and c.
Flight Cancellation & Change Policies. This is a screenshot of the
webpage:
a.
Personal
Item does not include the word “Rack sack” b.
Carry-on
Baggage does not include the word “Suitcase” c.
Checked
Baggage does not include the word “Suitcase”
This is a screenshot of the
webpage:
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9. Once you select the button in
blue with the text “Book,”
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10. The “Book Page” Screenshot!
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11. The “Book Page” Additional
Baggage Allowance!
a.
The
Baggage Allowance weblink takes you to the “Baggage Allowance &
Policies” and is of no help. Forced to add passenger
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12. ONCE PAID FOR: -- Screenshot-Baggage-Allowance-Pt1:
The Below is a
screenshot of my purchased package.
Screenshot-Baggage-Allowance-Pt2:
The below is
a screenshot of my purchased free package.
As imaged above!
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13. Screenshot-Baggage-Click-and-Pay-Part1 The below is a screenshot of my purchased
package.
Screenshot-Baggage-Click-and-Pay-Part2 The below is a screenshot of my
purchased package. This is the receipt for “Purchased Baggage Allowance.”
Which proves I was right about paying for a larger suitcase as well.
No personal
items are declared by trip.com in the “Purchased Baggage Allowance Receipt” It clearly states Carryon Baggage confirmed. Below itinerary states otherwise and this caused confusion as to what
was paid for at the airport.
Personal items are a rack sack and not a suite case as I paid for… |
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14.
ITINERARY I received this pdf as an email
that you can click withinside to go to your bookings after purchased.
be put on the conveyor
belt and weighed in carried and not the use
of a suitcase being carried onto a plane as baggage.
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15. 3rd Flight
Cancellation & Change Policies |
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16. Within the bottom header of
the webpage is the following text: -- Extract from Trip.com: --
Other Services
**Enhancing the Booking
Experience**
**The Importance of Clear
Communication**
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17. Flights Price
Guarantee Trip.com guarantees that the price
of your flight will not change after payment has been confirmed but mine has
due to causes caused by error of wrong booking classifications of purchased “Baggage Allowance.”
is not issued after successful payment due
to the fault of Trip.com and the ticket price increases, Trip.com is
requested to cover the difference. Booking
Guarantee Once
your tickets are issued, Trip.com will do its best to guarantee your trip. Flight
Price Guarantee and Booking Guarantee Terms & Conditions 1.
Please contact Trip.com immediately if you run into any problems while
booking flight tickets. 2.
The Flight Price Guarantee and Booking Guarantee will not apply in any of the following
circumstances: a.
Tickets were not issued due to unsuccessful payment. b.
Tickets were not issued due to a flight schedule change. c.
Any conditions which do not cause change from the original flight schedule. d.
Failure to board a flight is due to the fault of the customer. e.
The flight is departing within 2 hours of booking. f. Failure to board due to
any conditions not caused by Trip.com. This includes, but is not limited to,
airline delays or cancellations, an issue with the airport, a Force Majeure
Event, or any other causes or conditions not caused by Trip.com. g.
Please note that flight bookings with Ryanair do not qualify for any of the
service guarantees provided by Trip.com, including but not limited to Price
Guarantee, Booking Guarantee, and advance compensation. Not all Airlines
charge for additional baggage, including small suitcases, but the ones that
do are for several reasons:
These factors contribute to why even small suitcases are often charged
as additional baggage. Yes,
but a rack sack is allowed at a set weight as once was a small suitcase so
what year did this change and why The shift in airline baggage policies, particularly regarding the size
and weight of carry-on luggage, has evolved over the years due to various
factors. One significant
change occurred in 2015 when the International Air Transport Association
(IATA) issued guidelines to standardize the size of carry-on luggage.
The recommended dimensions were set to optimize the use of overhead bin space
and maintain cabin safety and comfort. This led many major airlines to adopt
these new dimensions, which are generally smaller than previous allowances. Additionally, budget airlines have further tightened their carry-on
policies in recent years to generate additional revenue. For example, since
2018, airlines like Ryanair, easyJet, and Wizz Air have reduced the maximum
dimensions allowed for free carry-on bags. This change was driven by the need
to maximize profits and manage the limited space in the cabin more
efficiently. The introduction of these stricter regulations and fees for carry-on
luggage has been a way for airlines to offset high operating costs and
encourage passengers to adhere to weight and size restrictions. This shift
has also been influenced by heightened security measures and the need to
streamline boarding processes. https://www.trip.com/pages/customer-service/ |
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18. ++++++++++ On the return trip, I
encountered issues with my flight. I flew with easyJet on flight U26519,
which was an economy class Airbus A320, and then returned with Sunexpress on
flight XQ590, which was a Boeing 737 MAX 8 in economy class. Unfortunately,
there were no options for baggage on the website, and Sunexpress informed me
that no baggage fees had been paid for my return flight. They demanded an
additional £60 for luggage, so I had to pay again. The representative
explained that suitcases could only be taken as hand luggage if I paid for
them as extras. The policy stated that hand luggage was limited to bags,
handbags, gym bags, or rucksacks, but did not include suitcases. Smaller
suitcases were priced at £40 each for hand luggage, while larger ones cost
£60. However, the representative offered to allow all three pieces of luggage
for a total of £69.63. I felt frustrated and
embarrassed by the situation, as the airline's policies were unclear when I
purchased my tickets. As imaged above!
For more detailed information, you can visit the [SunExpress Cabin Baggage] (https://www.sunexpress.com/en-gb/information/luggage-info/cabin-baggage/)
- This page provides detailed information about SunExpress's
baggage policies, including carry-on and checked baggage allowances, special
baggage, and more. and [SunExpress Travel Baggage] (https://www.sunexpress.com/en-gb/information/luggage-info/travel-luggage/) pages. - This page outlines the updated
travel baggage allowances for SunExpress, including
information on excess baggage fees and specific regulations for international
flights. Other
Regulations: In accordance with European Union
Health and Safety Regulations, each piece of baggage is subject to a maximum
weight limit of 32 kg. Unfortunately, baggage exceeding this weight
cannot be accepted at check-in. Baggage weighing between 23 kg
and 32 kg is classified as "Heavy Baggage." Facts, Dated 29/01/2025: The SunExpress website defines carry-on
luggage as a single piece of hand baggage with a maximum weight of 8 kg and
dimensions not exceeding 55 x 40 x 23 cm. It does not specify that carry-on
luggage must be a rucksack. Instead, it provides general guidelines for the size
and weight of the carry-on item, which can be any type of bag that fits
within these limits. For more detailed information, you can visit the SunExpress
Cabin Baggage page. If you need any further assistance or have other questions, feel free
to ask! Here Is a List of Regulations and
Organizations That Monitor Carry-On Baggage: International
Regulations
Regional
Regulations
National
Regulations
Airport-Specific
Regulations
Airline-Specific Regulations 1) American Airlines
2) Qatar Airways
3) Emirates
4) Lufthansa
5) Ryanair
6) EasyJet
7) British Airways
8) Delta Airlines
9) Virgin Atlantic
10) Aer Lingus
11) Air France
12) KLM
13) Turkish Airlines
14) Jet2
15) SunExpress
https://top-handgepaeck-koffer.de/sunexpress-handgepaeck/ 16) Pegasus Airlines
Airline-Specific
Changes
Beliefs And Non-Beliefs, Miffs
Key Milestones in
Carry-On Rules
Modern Regulations: Today,
most airlines have specific guidelines for carry-on
luggage and personal items. These rules vary by airline but generally
include size and weight limits. Personal
items are typically defined as items that
can fit under the seat in front of you, such as a purse, laptop bag, or small
backpack. There
have been other instances where both Sunexpress and EasyJet
have faced complaints and legal actions related to their baggage policies and
advertising practices.
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19. EasyJet 1)
**[Cabin
Bags - EasyJet] (https://www.easyjet.com/en/help/baggage/cabin-bags) ** a.
This
page explains EasyJet's cabin bag policy, including size and weight limits,
and the option to book a large cabin bag for your flight. 2)
**[Hold
Luggage - EasyJet]
(https://www.easyjet.com/en/help/baggage/hold-luggage) ** a.
This
page provides information on EasyJet's hold luggage policy, including
allowances for different bag sizes and fees for excess baggage. 3)
**[Fees
and Charges - EasyJet]
(https://www.easyjet.com/en/terms-and-conditions/fees) ** a.
This
page details EasyJet's fees and charges, including those related to baggage,
seat selection, and other services.
Also, this is added in the same
webpage:
Trip.Com Carry-On Baggage
Invoice.
EasyJet Pricing: --
I clicked for additional baggage as
an add on and they took 44......70p/15kg and then I got to the airport, but
they said I never added luggage and demanded more money. I feel mislead by
trip.com, the ticket booker and advisor, they say Put the Final Touches on
Your Trip VIP Lounge Relax before your departure Add Additional Baggage
Allowance From £44.70/15 kg and I believed that was my additional suite case
there and return as most would…. It sounds like you had a frustrating experience with your
baggage allowance on Trip.com. Based on the information you provided and the
details from the Trip.com website, here's a summary of what might have gone
wrong: |
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20. ++++++++++++++ How much money based on
number attending or any other available information online does Stansted
Heathrow and Luton airports make on carry on baggage
inclusive of the booking company’s per day, week, year, each? The revenue generated by airports from carry-on baggage fees can vary
significantly based on several factors, including the number of passengers,
the specific policies of the airlines operating at the airport, and the fees
charged for carry-on baggage. Here’s a general overview based on available
information: London Stansted Airport
London Heathrow Airport
London Luton Airport
General Insights
While specific daily, weekly, or yearly revenue from
carry-on baggage fees alone is not typically disclosed, it is clear that
these fees form an integral part of the overall revenue generated by airports
from passenger services. For precise figures, it would be necessary to access
detailed financial reports from the respective airports or airlines. Based on the information I
found, here's a summary of the revenue generated by airports from carry-on
baggage fees and the number of bags transported: Revenue from Carry-on Baggage Fees
Number of Carry-on Bags Transported
Key Insights
For more detailed information, you
can refer to the [Idea Works Company Report] (https://ideaworkscompany.com/wp-content/uploads/2024/02/Press-Release-181-Global-Baggage.pdf) and the [Simple Flying article] (https://simpleflying.com/airline-luggage-charges/). |
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21---. The Return Flight Was also a
Negative Experience. This was partly due to the trip.com website being confusing to use, as
confusing as it is that I paid for Carry-on baggage on departure was as
confusing as it became when being able to understand whether I had paid for
the return also.
Possible Issues
Steps to Resolve
I'm really sorry to hear about your frustrating
experience with the baggage allowance on your trip. It sounds like there were several issues with the
clarity of the information provided by Trip.com and the airlines. Key Issues
Steps to Resolve
When booking a return flight on websites like Trip.com, I've noticed a
concerning pattern: the return flights often come with limited or no luggage
allowances, leaving travelers feeling trapped and forced to pay additional
fees. This situation feels fundamentally unfair, especially since many of us
are unaware of these baggage policies when making our initial bookings. The inconsistency in baggage allowances between outbound and return
flights can lead to unexpected costs that travelers are not informed about
beforehand. This lack of transparency requires us to painstakingly review
baggage policies for both legs of our journey on both booking sites and
airline websites before our booking time expires. Unfortunately, the information provided is often misleading and not
clearly communicated, which undermines our ability to make informed choices.
Given these circumstances, I believe I have valid grounds to file a complaint
with both the airline and the booking website. I also plan to seek advice
from consumer protection agencies on how to address this issue effectively, unless of course a fair agreement
can be settled. |
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