I paid for 2 large cabin cases to share between the 4 of us. On the day of travel, travel assistance separated my group and only allowed me to accompany my disabled son. The other two passengers therefore took the cases to make things easier for me but unfortunately one of the cases was booked to my boarding pass so the passenger was charged £48. She explained the situation and they said we’d have to contact customer services for a refund. I did so immediately, as soon as we boarded the plane, but unfortunately no notes had been left explaining the situation so I was asked to go and tell the easyJet staff member who charged for the baggage to add notes. Obviously I was not able to do this as I’d already boarded the plane via wheelchair access travel assistance. I therefore had to complete a complaints form which said I would get a reply within 14 days. We are now on day 17 and I haven’t had a reply regarding the £48
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