Business Class excess baggage fees on ETIHAD

[FlyIsUndone]

Wondering about Etihad's excess baggage fees... would love any input on the matter.
Recently flew Etihad business class (I) from CAI to SYD.
The ticket comes with 40kg total checked luggage allowance - each bag could not weigh over 32kg.
I checked in 2 x bags. 30kg and 12kg. So was expecting to pay for 2kg excess at the airport.
Gate agent said my bags were overweight and she was closing the flight, so I would have to pay for 10kg extra in order to board. She said it wouldn't be much, but I needed to hurry.
This was all in Egyptian pounds and the conversion rate is tricky. I paid, and after checking the receipt saw that she had charged me approximately $700AUD.
What are the actual airport fees for excess baggage? Do I have any recourse if I have been overcharged (which I clearly have)?

 

[bam71]

Etihad don’t seem to have anything on their website that I can see regarding excess baggage charges payable at the airport. Wondering then if they revert to the old IATA standard of 1.5%/kg of the highest unrestricted one way fare. A bit old school but ……

 

[Must...Fly!]

I think you've been ripped off.

https://www.etihad.com/en-au/fly-etihad/baggage/excess

Get in touch with EY.

 

[TomVexille]

I think you've been ripped off.

https://www.etihad.com/en-au/fly-etihad/baggage/excess

Get in touch with EY.

Only in that the agent charged 10kg not 2kg. That page says ME to SWP is $48USD/kg which is she charged 10kg is ~$725AUD

 

[FlyIsUndone]

Hmmm... I think I have been too. I have been in touch with EY who have been VERY lax about replying and generally super unhelpful. They said that they don't offer refund on baggage allowance.
Is there an industry body or a regulator that looks into this sort of thing?

 

[Must...Fly!]

Hmmm... I think I have been too. I have been in touch with EY who have been VERY lax about replying and generally super unhelpful. They said that they don't offer refund on baggage allowance.
Is there an industry body or a regulator that looks into this sort of thing?

Why not consider to claim a charge back for the difference? If you have your baggage allowance, stubs or tags which state the weight, you have a strong case.

You need someone at EY to understand exactly what the situation was. Have you tried messaging via Twitter/X or Facebook? They're generally quite responsive there.

 

[Guvner]

The agent told the OP she was charging for 10kg, which she did. Not sure there's any case to answer.
Not that I agree with charging for 10kg instead of 2 kg, nor the ridiculous amount of $700, but that's the published amount (USD > AUD).
Clearly the OP was taken advantage of due to the mention by the agent of the proximity of boarding time/gate closing creating anxiety, but the agent was evidently transparent with what she said and charged.

 

[Must...Fly!]

The agent told the OP she was charging for 10kg, which she did. Not sure there's any case to answer.
Not that I agree with charging for 10kg instead of 2 kg, nor the ridiculous amount of $700, but that's the published amount (USD > AUD).
Clearly the OP was taken advantage of due to the mention by the agent of the proximity of boarding time/gate closing creating anxiety, but the agent was evidently transparent with what she said and charged.

How was she transparent when the OP clearly got ripped off? Bizarre argument.

The way I interpreted was that the agent said you are overweight. You must buy 10kg excess, as we sell it in blocks rather than per kg.

Perhaps OP can further expand on the experience at the airport.

 

[Guvner]

How was she transparent when the OP clearly got ripped off? Bizarre argument.

The way I interpreted was that the agent said you

Did she not tell him she was charging for 10kg? I said he was taken advantage of. Why is that a bizarre argument?

 

[FlyIsUndone]

How was she transparent when the OP clearly got ripped off? Bizarre argument.

The way I interpreted was that the agent said you are overweight. You must buy 10kg excess, as we sell it in blocks rather than per kg.

Perhaps OP can further expand on the experience at the airport.

Thanks everyone for your suggestions.

That's almost exactly what happened. Her english wasn't great, but she made it clear that I was over by the smallest denomination possible, so would only pay for 10kgs which wouldn't be much. She was typing away, and so never showed me the amount or gave me a printed quote, but really played up the ticking clock, saying that I had no choice if I wanted to board the flight. Charge back is hard because the initial quoted price was a verbal agreement, all I have is a receipt for what I paid.

After all that, the flight left about 2 hours late. Classic.

Regardless of the problem, Etihad have been very difficult to get a hold of, and do not read complaints properly. This is only one in a surprisingly long list of increasingly dodgy things that happened on that flight - delays, no food for pre-booked dietary requirements, wrong seat assignment, mistreatment of disabled passengers, broken hard product, etc... I have flown Business in the top ten carriers recently, and all were seamless, except for Etihad (and Thai Airways too actually). Etihad will not look after you if anything goes wrong, so if you have the opportunity to fly another carrier I really would recommend it.

And yes, I think you are right, I have collected enough information to take this to social media next.

 

[TomVexille]

Do you have a baggage receipt that has the actual weight of your bags?

 

[FlyIsUndone]

Do you have a baggage receipt that has the actual weight of your bags?

I don't, unfortunately. Just the quoted price.

 

[Must...Fly!]

I don't, unfortunately. Just the quoted price.

Baggage tag will likely also have it printed if it's still on the suitcase

 

[FlyIsUndone]

Baggage tag will likely also have it printed if it's still on the suitcase

Good Idea. I will check.

 

[Cynicor]

Typical of the ME3. You’ll need to make a fuss and they probably still won’t care

 

[fly2earth]

Thanks everyone for your suggestions.

That's almost exactly what happened. Her english wasn't great, but she made it clear that I was over by the smallest denomination possible, so would only pay for 10kgs which wouldn't be much. She was typing away, and so never showed me the amount or gave me a printed quote, but really played up the ticking clock, saying that I had no choice if I wanted to board the flight. Charge back is hard because the initial quoted price was a verbal agreement, all I have is a receipt for what I paid.

After all that, the flight left about 2 hours late. Classic.

Regardless of the problem, Etihad have been very difficult to get a hold of, and do not read complaints properly. This is only one in a surprisingly long list of increasingly dodgy things that happened on that flight - delays, no food for pre-booked dietary requirements, wrong seat assignment, mistreatment of disabled passengers, broken hard product, etc... I have flown Business in the top ten carriers recently, and all were seamless, except for Etihad (and Thai Airways too actually). Etihad will not look after you if anything goes wrong, so if you have the opportunity to fly another carrier I really would recommend it.

And yes, I think you are right, I have collected enough information to take this to social media next.

Dictator airline in tyrannical state what were you expecting? At least you can trick yourself into taking Qatar and Emirates logic being they "seem to" have the merit of being number one. What has Etihad got?