Transavia Charged Me €60 for a Carry-On Bag That Was Accepted in Paris
On May 28, 2025, at approximately 6:10 a.m., I was preparing to board a Transavia flight from Istanbul to Paris when I encountered an unexpected and highly frustrating issue at the baggage control area.
Due to a very minor difference in the size of one wheel on my carry-on bag, I was informed that my baggage did not comply with the requirements and was asked to pay an additional €60 fee. As a result, I was forced to leave my bag behind and continue my journey under stressful and inconvenient circumstances.
What makes this situation particularly unfair is that I later used the exact same bag while returning from Paris Orly Airport, and no issue whatsoever was raised. The bag was accepted without question, and no additional charge was requested. This clear inconsistency demonstrates that the baggage rules were not applied uniformly and raises serious concerns about arbitrary enforcement at the Istanbul Airport check-in counters.
Following this incident, I repeatedly contacted Transavia customer service through both email and WhatsApp. Unfortunately, none of my emails received a response. Through WhatsApp, I received only automated messages and was unable to obtain meaningful assistance. While in Paris, I also attempted to contact Transavia directly through its local office, but again received no response or support.
A complaint was formally registered under reference number ICORR-3207984. However, more than two months have now passed, and no resolution, explanation, or meaningful update has been provided.
I find it unacceptable that a passenger can be charged an additional fee in one airport for baggage that is later accepted without issue at another Transavia location. Such inconsistent practices create confusion, financial loss, and a lack of confidence in the airline's customer service standards.
I respectfully request that Transavia investigate the circumstances surrounding this incident, review the conduct and procedures applied at the Istanbul Airport counters, and explain why the same baggage was treated differently at two Transavia-operated airports.
I also request that measures be taken to ensure that passengers receive fair, transparent, and consistent treatment across all Transavia locations. The service standards at Istanbul Airport should be aligned with those applied at Paris Orly Airport so that similar situations do not occur in the future.
In addition, I would like to note that the conversations and interactions that took place at the airport should be available through airport security and counter camera recordings. These records may help verify the circumstances of the incident.
I expect an urgent, satisfactory response and a fair resolution to complaint reference ICORR-3207984.
