I have serious doubts about the company canceling payments for pre-booked bags and seats to pressure customers into paying more at check-in. I had a seat reserved, but when I tried to pay for a checked bag through the app, the transaction failed. Attempting to book it again resulted in two pending charges on my card. During a live chat to resolve the issue, I was told that removing checked bags from the reservation wasn’t possible. Despite explaining my situation, I was informed neither charge had gone through. They offered to send me a form to fill out with my credit card information for the checked bag, which felt odd and took 1.5 hours due to the wait time. They failed to mention that the seat I thought I had paid for was actually not confirmed. I only found out the seat wasn’t available the day before check-in when I was asked to pay four times more for it. There were no emails regarding these payments, confirmations, or indications that my seat and bags hadn’t gone through. Customer service claimed I was notified, but I checked thoroughly and found nothing. I noticed the bag charges on my card, thinking it was a duplicate. After another 1.5-hour wait in live chat, the assistance was unhelpful. I ended up paying for a new seat but still received no confirmations or denials. When I requested a receipt online, the email confirmation for my flight didn’t include the seat payment, leading me to wait on hold again to verify if the seat was actually paid for. They eventually confirmed it. This experience has been incredibly frustrating. My card was clearly processing the requests without issues, and I had checked my account a few days before to ensure everything was fine since I hadn’t received any emails. I suspect this is a deliberate tactic to charge customers extra and get away with it.
Claim your business profile now and gain access to all features and respond to customer reviews.
