Trip.com Displayed Wrong Baggage Allowance For My Centrum Air Flight

I would like to report a serious customer grievance regarding the baggage allowance information for my Centrum Air flight purchased through Trip.com. My reservation number is 1539364822770134.

At the time of purchase, Trip.com clearly stated that my ticket included a 32 kg baggage allowance.

However, on the day of the flight, during airport check-in, the airline staff informed me that my baggage allowance was actually only 23 kg and demanded an additional €25 per kilogram for any excess weight.

I explained that I had specifically purchased the ticket through Trip.com with a 32 kg baggage allowance and that this information was also clearly visible in my reservation details. Despite this, the airport staff insisted that they would not accept baggage exceeding 23 kg.

Immediately afterward, I contacted a Trip.com representative, and they also confirmed that my baggage allowance was indeed 32 kg.

Despite this confirmation, because my flight departure time was approaching rapidly, I was left trapped between conflicting information from the airline and the booking platform. In order to avoid paying extremely high extra baggage fees, I was forced to throw away some of my belongings at the airport, including gifts I had purchased and personal items.

As a result, I suffered approximately €200 worth of material loss, and the stress and inconvenience I experienced during this process were far beyond something that could simply be compensated with points or apologies.

For this reason, I request compensation for my approximately €200 financial loss caused by the inconsistency between the baggage information provided by Trip.com and the airline’s actual application.

I also request that a detailed investigation be conducted regarding this incident and that the necessary measures be implemented to ensure that similar situations do not happen to other travelers in the future.