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“Do not keep their words! Never Fly Czech Airlines again!”

written by 61McKenna on 30/07/2017

I am a Czech Airline OK Plus member. According to their website, one of the benefits for OK Plus members is that one < 23Kg checked baggage is allowed for free. On 5/29/2017, I flew Czech Airline Flight OK 0783 from Warsaw to Prague and on 6/5/2017, I flew back Flight OK 0782 from Prague to Warsaw. However, the airports' check-in counters in both Warsaw and Prague charged me 146.22 PLN and 950 CZK for each trip respectively = total 70 Euros for one 13Kg checked baggage. I told them that I was a OK Plus member and showed them my OK Plus member card. Still, they said I did not have checked baggage privilege. I had to pay them before I could board the planes.

After this, I wrote to OK Plus Contact Center and asked them to refund my money. They responded that their Contact Center was unfortunately not eligible to handle any claims or compensation requests and asked me to fill out the claim forms and send them to the Customer Relations Department of Czech Airlines. I did so as per their instructions. A few days later, a lady from the same OK Plus Contact Center wrote me back. (I believe their Customer Relations Department transferred my claim forms back to them). She said that the benefit of one free piece of luggage up to 23 kg was provided to members of OK Plus program with higher than basic membership cards (Silver, Gold, Platinum), and gave me a link to their OK Plus Program General Rules.

I went to the link she provided and read OK Plus Program General Rules word by word carefully. However, there is no such sentence as what she stated; nor any similar content  in the General Rules except there are some threatening words such as they will cancel his/her membership and revoke all the mileage and benefit if someone dares to post negative comments about Czech Airlines on the internet...   So I wrote back telling her about this and proved to her that basic OK Plus membership IS entitled to have one checked baggage for free by providing her with a link to Czech Airlines' own website. On the Czech Airlines checked baggage webpage, it clearly states that OK Plus membership has 1 piece up to 23kg Free Checked Baggage Allowance. Silver, Gold and Platinum OK Plus membership has 1 piece up to 23kg + 1 extra piece up to 23kg free checked baggage allowance.


The next day, another OK Plus representative emailed me, asking me to fill out the claim forms.  I told her I had done this a few days ago. But anyhow, I did send her the forms the second time. Two days later, a different lady wrote me back and rejected my claims, stating I did not have checked luggage privilege.  I wrote back requesting her to show me the proof of any Czech Airlines written document stating that basic OK Plus membership does not have 1 piece up to 23kg free checked baggage allowance. Since then, OK Plus Contact Center has never provided me with any written document to back up their statement and prove me wrong. Nor did they refund my money!

Finally, I realized they were giving me the run-around and playing cat-and-mouse games with me. Each time a different representative (never the same name) responded to me although the wordings and writing style were the same. I believe it was the same person using a different alias each time. Do not keep their words and have no credibility at all. That is very low to Czech Airlines!  I will never fly them again!