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“Booked me international flights without checked lugggage!”

written by Silva307 on 06/05/2015

I recently travelled from London to Cancun - Florida - London. The trip was booked with BA.com. The UK-Cancun and Florida-UK flight was with BA and the Cancun-Florida flights with Delta Airline. The hotel booking was made with BA.com too. The customer service representative was very helpful.
However when we checked in for our flights from Cancun - Florida the Delta Airline team said our seat class did not have any checked luggage allowance. THis was confirmed by a groundteam manager who showed us their classes of seats and allowances for them. We had to pay to have our suitcases checked in. I was very surprised as our BA.com booking paperwork and T&C's / website links available did not state this was a hand baggage flight only, or given details of the flight class booked.
I raised this with the BA team when I returned to the UK and they advised me the T&C's were read out to me when I booked and this would have been included here and I had declined a copy of these. These T&C's contain details on refunds etc, and I would not have expected to only be verbally told that a flight had no checked luggage.
I explained that essential information regarding flight class & luggage should be on the delta airline flight booking just as it is on the BA flight details. They would not budge on accepting this was a gross error on their part, despite my pointing out that a seat classing for hand baggage only was completely inappropriate for a transfer flight mid-vacation, especially as I had confirmed the checked baggage allowance for the London inbound / outbound legs.
Very poor service from British Airways, who obviously do not value customer loyalty.