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Dear Vueling Airlines Customer Relations, I am writing to formally complain about the conduct of yo

Dear Vueling Airlines Customer Relations,

I am writing to formally complain about the conduct of your boarding staff and the excessive baggage charge applied to us during our recent flight to Paris.

At the gate, we were handled by a staff member named Maria, who was later joined by another colleague. From the outset, the interaction felt hostile and confrontational. We were travelling with a backpack, a tote bag, and a small shopping bag (photos attached). The way the situation was managed caused significant distress to both my daughter and me, and my daughter was left in tears.

When I looked at her badge to identify her name — which is a normal and legitimate right of any customer — this appeared to be taken negatively. Following this moment, the tone of the interaction escalated and the rule was applied in an especially harsh and punitive way. It felt as though we were being penalised rather than assisted as paying passengers.

We repeatedly explained that we had a tight onward connection and could not afford delays or to have our belongings sent to the hold. We clearly stated: “We don’t have time, madam. We have a connection. We don’t have time to collect the luggage. I have a train to pick up in Paris.” Despite this, we were told there was “only one alternative” and that if we attempted to take the bags on board after paying, security would be called and we would be removed from the plane.

Under pressure and with no practical alternative, we were charged £120. We understood that payment would allow us to keep our belongings with us, yet we were then told the bags had to be placed in the hold regardless. This contradiction created confusion and panic, particularly given our onward travel arrangements. We had deliberately chosen not to check luggage because of our connection in Paris, and this was dismissed without empathy or flexibility.

What was most upsetting was not only the financial charge but the manner in which we were treated. I was made to feel responsible for my daughter’s distress while we were being spoken to in a dismissive and authoritarian tone. Customers have the right to be treated with dignity and to know the name of the staff member serving them, without fear of negative repercussions.

I am therefore requesting:
1. A full refund of the £120 excess baggage charge.
2. A formal investigation into the conduct of the boarding staff involved.
3. A written clarification of your gate baggage policy and how it should be communicated and applied to passengers.

This experience caused significant inconvenience, anxiety, and disruption to our onward journey. I expect this complaint to be taken seriously and addressed promptly.

I look forward to your response.

Date of experience: Feb 17, 2026