I booked a TUI fly flight via the online travel agency BudgetAir, for the route Amsterdam–Cancun–Bogotá. On the day of departure I was asked to pay €525 (originally €900) for one additional checked bag, which is more than the price of the ticket itself. Because of this excessive and unexpected charge, I was unable to travel and the ticket remained completely unused.BudgetAir told me that these conditions “come from the airline”, so I tried to contact TUI fly directly to ask for clarification and a fair solution. This has been extremely frustrating:The online complaint form does not accept my booking number, because the trip was booked through BudgetAir.I have received no meaningful response from TUI fly customer service by other channels.Whenever there is any answer at all, the message is simply that “everything must be handled by BudgetAir”, without any real attempt to investigate or help resolve the problem.In practice, TUI fly is happy to operate the flight and apply the baggage rules, but when a serious issue arises they hide behind the intermediary and refuse to engage with the passenger. There is no real ownership of the problem and no willingness to help.I understand that I booked through a third party, but the flights were operated by TUI fly and the baggage policies are theirs. As a passenger, I feel completely left alone between the airline and the agency, with both sides pointing at each other and nobody taking responsibility.Based on this experience, I cannot recommend TUI fly. If something goes wrong, do not expect their customer service to be responsive or helpful.
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