My mum and I arrived at the airport 45 mintues to departure. Upon departure, the check in service attendant told us that we exceeded the allowed baggage allowance by 6kg and has to be paid. She told us that we have to pay for it thinking that as chinese we will refuse. Being reasonable consumers we agreed without hesitation that we will pay for it. However, it seems that she did not want to trouble herself and refuse to process the excess baggage in spite our willingness to pay for it. Perhaps she is unfamilar with the process as we overheard her asking the next counter staff how to process. Consumers should not bear the consequences for your failure to understand/perform your job!
Taking advantage of our lateness and hurried us to the gate, saying that we can handcarry the bag. At the entrance to the gate we were stopped by the security who insisit on having the Manager to sign the approval for the hand carry luggage. So I ran back to the manager with 15 minutes left on the clock. The manager ask what was the weight of the luggage, well, the check-in attendant didnt tell! It was 8 kg. I being human is not a walking weighing machine. She called the counter staff who said that the luggage exceeded by alot. Then why in the first place did she ask my mum to hand carry it and refuse to process our payment? The manager then snap at me saying that going to her with no infomation is not going to help, that I know nothing (in chinese with the connotation that I was dumb). What kind of attitude is that? I being the consumer have to pay to get this kind of lousy service, discrimination and humiliation?
So first they have no sense of responsibility to give the consumer the right information. Can the luggage to handcarried? After giving the infomation, refuse to sign and take responsibility for the instruction. Pushing the responsibility back and forth. So if I wasnt there to help my mum keep the luggage, they are going to make my mum miss the plane because of their unwillingness to process the excess baggage? Then who will be responsible for the flight ticket? And if my mum board the plane, then what is she to do with the baggage? Leave it in the airport; throwing it away?
Next, their service attitude is 10 years behind any developing country or airport. Usually, the airport will help deperate consumers who are rushing to make the plane, whereas this airline, waste your time in hope that you will miss your plane. Giving you the attitude that you DESERVE to miss the plane. But hey, we arrived on time before the system closes. When making an enquiry, they irritately looked up from their handphone to service you. Not to mention, this is the attitude their manager displayed.
Lastly, humilation of the consumer. Perhaps the words used to communicate should be better refined. Perhaps your airline shouldnt let your consumer dash from the gate to the counter and back again like a marathon runner. Perhaps your check-in attendant should not have suggested hand carrying a 8kg luggage that is 'obviously' oversize in the manager's point of view. Well, isnt the limit 10 kg? Oh right, quoting from the manager, "you know nothing."
One thing I know, this airline will never have another sales from my family. Perhaps that is not important for them to. We are merely average consumers.
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