Our flight was on 21st December 2023, but I was not sure the amount of luggages or luggage weight we was entitle to as there no indictation on the flight ticket. I visited the Kuwait Airways website, the airline we were flying with, to gather information. Unfortunately, the information provided on Kuwait airways website was confusing and unclear. It stated that for Economy Class (All fare classes other than V & T), the allowance was 2 pieces of luggage weighing 23kg each, and for Economy Class (Fare Class V & T), the allowance was 1 piece of luggage weighing 32kg. We interpreted this as each passenger being allowed 2 pieces of luggage weighing 23kg each, considering we were two passengers, allowing us a total of 4 pieces of luggage, each weighing 23kg.However, upon reaching the check-in counter at Heathrow Airport, we were informed that we could only take one piece of luggage, weighing 32kg, per person. This news came as a shock to us, as we had prepared and packed based on the understanding that we were entitled to the earlier mentioned 2 pieces of luggage, each weighing 23kg. Despite showing the staff at the check-in counter the information we had gathered from the airline's website, we were advised that the allowance of 2 pieces of luggage, weighing 23kg each, was applicable only for the return journey from Dhaka to Heathrow. For the journey from Heathrow to Dhaka, the allowance was restricted to 1 piece of luggage, weighing 32kg per person.As a result of this miscommunication, we were left with no choice but to pay an additional fee of £195 UK pounds for the extra luggage. This unexpected expense has caused us significant distress and inconvenience, and I firmly believe that it was the responsibility of your agency to provide clear and accurate information regarding the luggage allowance at the time of ticket purchase.I have made formal Complaint on Kuwait Airways Website 2 weeks ago, but no reply.
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