I purchased a ticket with Air Canada for the Ankara-Montreal flight, flight number 39HCLZ, which included one checked bag. Since I had a second bag, as usual, I tried to check in through the SunExpress website, as they were operating the first leg of the flight, and I intended to add extra baggage. However, the website gave an error and wouldn’t allow me to check in, so I called the call center to get assistance with adding the extra baggage. I explained to the representative that I wanted to add a second bag and that it would be a transfer bag. He informed me that he couldn’t do the check-in over the phone but could add the second bag for a fee. I provided my payment details, and the process was completed.
The next day, on 21.08.2024, when I arrived at the airport, I was told that the second bag was not showing in the system and that the bag added the previous day was only for the Ankara-Munich flight. The representative had made an error, and I was told I needed to pay an additional $100 for the second bag for the Ankara-Montreal leg. Since I had no option to send my luggage back home with only 2 hours left until the flight, I agreed to pay $100 and had the second bag registered as a transfer bag.
I am requesting a refund for the first incorrectly processed transaction. I opened a request with the number Sun-09148252, but I have yet to receive a response. Despite multiple follow-up calls to the call center, each time I was told that SunExpress cannot add extra baggage for this flight and that I should have contacted Air Canada. However, the counter where I made the second payment was again the SunExpress counter, and they processed the extra baggage for a fee. My request to the call center was exactly this—to add the extra baggage, the same process that was done at the counter. If the call center was not authorized to add extra baggage for connecting flights, they should have informed me, and I would not have had to pay twice. Shouldn’t the representative also know that I wouldn’t be able to retrieve my luggage in the first connecting country during a transfer flight?
I’ve never encountered an airline so disconnected from customer satisfaction and solutions. I request a refund for the incorrect extra baggage charge. I await your urgent action in this matter.
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