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Austrian Airlines / check in/ luggage

Unfortunately, I am in the position to write this message due to a complaint. My mother traveled from BUD to ORD on Feb 05 /2019. I have instructed her to have just a carry on luggage . He luggage weight was 8.5 kg. The rudest ticketing agent noticed that she does not speak Nor English of Hungarian started asking her for money to pay for her carry on luggage. I feel that this was advantage taken because of the language barrier. She could have put half kg in the purse or throw it away, but was not given the chance. They called someone to translate for her and the agent stated " if she does not pay, she wont enter the airplane or ticket would be issued to her". I feel that this is unfortunate occurrence and advantage taken of the customer because of age and language barrier. She paid 15900.00 HUF for 8.5 kg and I feel this as unfair. I have instructed her not to bring a big luggage, bc of payment and because of language. I have also worked as customer service for airline and this could have been avoided. I would like to hear from you what do you as airline think about this matter and I appreciate you time. Please get back to me at [protected]

Feb 10, 2019

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