eDreams review: Flight ticket

this whole situation I explained below is in formate that I am talking to edreams itself.

Hi,

I'm Praveen Adusumilli. I will try to explain my complaint as clearly as possible. on 1st July while booking a ticket I added one check-in bag and finished the payment. The next day I realised, I needed one more check-in bag. so I spoke to your customer service and booked one more check-in bag. I have paid 55 pounds for extra check-in baggage. After a couple of days, I randomly checked the Edreams app, but I can still see only 1 baggage on my ticket. I got confused and reached back to your customer service and told them I couldn’t seem to find my 2nd check-in bag on my ticket. they said they could see 2 check-in bags from their end and told me not to worry. To cut the story short, I did shopping according to my baggage allowance. from this point, the confusion has escalated. On 29th August I tried to do an online check-in at the Airtransat website. even though I have 2 check-in bags on my ticket, they are not letting me choose 2 checkins. I rang them and told them that I had paid for 2 pieces of baggage. this is where I lost my mind. they checked their records and told me that I have 2 way ticket but they can’t seem to find my 2nd baggage payment or info(please find the proof of the 2-way ticket I got from airtransat in the attachment below). But I booked only a 1-way ticket. Immediately I spoke to your agent on call again. I explained everything clearly. but he refused to believe me. he said everything would be all right and confirmed that I had 2 baggages while flying from Manchester to Toronto and I didn’t have any return ticket. he told me to do an in-person check-in instead of doing it online. he also said, everything would be all right, once I stepped in at the check-in counter. I took confirmation at least 5,6 times. Asked him Are you sure? Are you sure? Are you sure? He was very confident. but guess what? airport check-in staff said I had only 1 baggage. I told them that I was ready to pay for 2nd baggage now. but they refused because the flight’s max weight capacity had reached. every call is recorded for monitoring and training purposes right? (I strongly request you to go through my call recording from +44 [protected] on 29th August 2023. And go through every call you answered on my booking I took confirmation at every single step of the process) while doing check-in I spoke to your customer service again. they were not much help. I have no choice but to leave my baggage worth 700 pounds in the UK. I reached back to your customer service agent a few minutes ago. again explained everything to her. After listening to everything she said that the airline changes its policies sometimes. yes, I agree airlines change polices. but they will notify about the changes to you. and it is your responsibility to let your customer know about those changes. If they really change the policy that relates to my baggage why is your agents can still see 2 baggage on my ticket right before I take the flight? Here are few things I don't understand.

1. My first and very important question is why do AirTansat have 2 way ticket in my name? ( Are you using my details for your business benefits? It’s just a doubt. I will get deep into that.)

2. Why did Air transat said I have only 1 baggage but you still confirmed that I had 2 baggage on my ticket, 24 hours prior to my flight.(I feel like you misled me)

3. Even after 1 month of advanced booking and multiple confirmations from your end I still didn't have smooth travelling. I was really stressed out because of your false information. what should I do about it?

4. Who should I approach if I still feel like I am not convinced or satisfied with your response and justification for troubling me so much?


thank you

regards

Praveen Adusumilli