My husband arranged my flight for Saturday, December 6th from Denver to Las Vegas through a service. It was a one-way ticket so I could pick up my elderly mother. The booking included a paid fee for a carry-on, which was confirmed by customer service multiple times. However, when I reached the gate, my boarding pass indicated 'no carry-on,' and I was unexpectedly charged a $99 fee at the gate. I had no choice but to pay, as I was alone and couldn't send my carry-on back with my husband. While I was in the air, my husband contacted customer service, and the representative insisted the charge was due to my bag being oversized or overweight. I've sent photos of my receipt, my bag fitting within the size checker at the airport, and my boarding pass showing 'no carry-on' multiple times, only to be told my bag exceeded the size limit. I even asked airline employees in Las Vegas to weigh my carry-on, but several gate agents informed me they do not weigh them. A representative I spoke to claimed that the carry-on fee was never paid by the service, despite my payment confirmation. I have requested a refund for the fee numerous times from different customer service representatives, who often tell me no supervisors are available and promise to call back the next day, only for me to receive calls when I'm at work and unable to answer. These representatives struggle with English and seem unable to understand the details I provide, which raises concerns about their practices. Overall, I'm very disappointed. This service is unreliable, and I will inform fellow travelers to avoid it.
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CheapOair is a flight-focused hybrid travel agency that specializes in providing cheap flights and great last-minute flight deals for travelers worldwide. Consumers can book flights, vacation packages, lodgings, car rentals, and more online or via our mobile apps for iOS and Android, by phone or live chat. Our proprietary technology helps our customers find deals and offers to destinations worldwide on over 500 airlines, 1 million lodgings, and 100s of car rental companies. See more
