Written on: 14/12/2010
When I booked online with Flybe.com to fly from Glasgow to Cardiff I was uder the impression that I could have a bag of up 20 kilos free. I was unable to book this unline as it was very confusing. I arrived at the airport a few hours prior to my flight to get my bag sorted and then hoped to relax with a coffee. The desk wasnt opened so I waited. When I went to the desk again a Flybe hostess was there and I asked her if they were open. She answered very bluntly'15 mins', no smile no politeness whatsoever. So i waited there for at least 25 minutes while she chatted to another hostess and they never looked at me or acknowledged me even once as if I were not there. When they finally finished chatting, they both left the desk againg not looking at me or saying a word. When the hostess finally came back my bag was weighd and she said, £30 please'.I said that I believed the bag should be free according to the internet. Let me say at this point my ruck sack weighed 8.5 kilos and I asked her was thee another way around this, she bluntly said no as she filled out the ticket for me to pay £30 and I then proceeded to another desk which she pointed me to ,to pay this fee for an 8.5kilo ruck sack. I again explained to the other hostess my situation and asked her was there another way. I then explained to her that my bag only weighd 8.5kilos and that £30 was extortionate and I felt I had been fooled on the net. I said can I just bring it on the plane. It was then she told me(something I had no idea about)if my bag fitted in the weight basket(dont know the real name for these)that I could take it as hand luggage. I did this and my bag fitted snugly. I went back to the original hostess and I told her and she barly looked at me and did not apoligise for not enlightening me to the fact that my bag could have fitted into the luggage on flight and was quite happy to be taking £30 from me.
I was appauled at the service and the attitude of the staff and I would not recommend nor choose to fly with Flybe unless I did not have a choice. Secondly I am now online attempting to book my bag for the return flight so it will be free as it says online the first bag is free. I still cannot find the option for this. What now??