I am currently at the airport and the airline is telling me that there is no baggage allowance attached to my booking, despite my email confirmation from BYO clearly stating that 25kg of baggage is included.
I have attempted to contact BYO multiple times from the airport, however the calls are being placed on hold and when they are answered, I am told that you cannot hear me and the call is disconnected. This has happened repeatedly.
This is extremely concerning and unprofessional, especially as I am now being forced to resolve this at the airport under time pressure. After looking into it further, I can see that this is not the first time this issue has happened to customers.
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BYOjet is an Australian owned travel agency, specialising in low-cost airfares.
