bmibaby website overcharge
Friday, 30 January 2009 09:56

bmibaby charges for baggage, and for checking in baggage and passengers.

We don't agree with that, but you don't have any choice if you want to travel with bmibaby.

You pay less for baggage if you book and pay for it in advance, BUT, there is a problem with bmibaby's website which means it overcharges in some circumstances.

This happened to me in November 2008, so I wrote to bnibaby asking for a refund, 11 weeks later no response has been received from bmibaby.

Here is the original letter . . .


bmibaby customer relations
PO BOX 737
Castle Donington
Derby
DE74 2XP

Sunday, 9 November 2008

Dear Sir or Madam,
Booking reference: [ . . . . ]
I have just changed my booking by adding one bag.
The original booking was for 2 people, one bag for one of the passengers, that means I paid for on-line check-in for me, airport check-in for the second passenger who has the bag.
I changed it to 2 bags for the same passenger, that is the second passenger so we can take advantage of pooling our baggage allowance, as stated on your website.
Your computer system accepted the change, and correctly showed the additional charge as £7.99, but on the following page has changed the check-in arrangements to show airport check-in for both passengers, despite showing 2 bags for the same passenger. On the final revised booking your system shows on-line check-in for both passengers.
This is a mess. The logic within your booking system is clearly flawed. Please send me a refund for the £3.99 that I have been overcharge and at the same time tell me what you are going to do to correct this situation.

Yours faithfully,


April 20, 2009 and bnibaby have still not responded to the original complaint, so the customer wrote again, here's the follow-up letter . . .


bmibaby customer relations
PO BOX 737
Castle Donington
Derby
DE74 2XP

19 April 2009

Dear Sir or Madam,
Booking reference: [bmibaby booking ref]  MAN - ORK
I wrote to you about being overcharged for adding a bag to a booking, I attach a copy of the letter.
Please send me a refund immediately.
You make life very difficult for anyone who wants to complain about your services. You do not have a telephone number for complaints, nor email. You insist that complaints are made in writing, but ignore them.
Please write back and tell me whether you have any standards for dealing with complaints, specifically I mean response times.

Yours faithfully,


bmibaby have not yet responded but when they do the content of their response will be shown here



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