On August 26, 2025, I was scheduled to fly with Air Serbia from Ankara Esenboğa Airport to Vienna via Belgrade (flight JU431, PNR: hzymqv). At check-in, despite having a total baggage allowance of 46 kg for two passengers in economy class, I faced an unnecessary problem. Our three suitcases weighed around 40 kg in total, and my e-ticket clearly stated that each passenger was entitled to 23 kg of checked baggage.
However, the check-in agent (likely at counter 14) insisted that I pay an extra €50 simply because we had three suitcases. To avoid this unfair fee, I was forced to throw away my sturdy and expensive third suitcase, which I had purchased in Vienna for €100. This process took almost an hour and caused great frustration. No official receipt or written document was provided for the additional fee request—everything was communicated verbally.
To make matters worse, only after discarding my luggage did the agent mention that we could have checked in our carry-on bags instead. If this option existed, why was I not informed earlier? Why was I forced to discard my suitcase unnecessarily?
I am requesting a formal apology and proper compensation from Air Serbia—either reimbursement for my lost suitcase or the provision of a replacement of similar quality. Additionally, I urge the airline to improve staff communication so that other passengers do not suffer the same unfair treatment in the future.
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