Mijn Klacht:

On 7th of January of 2020 I flew from Madrid to Amsterdam with Iberia express. I had paid for 1 suitcase online. This is visible both in my reservation and in my e-ticket. I can also prove the payment with a bank statement. However, in the counter they told me that they could not see the suitcase reservation in the system and if I wanted to check it in I had to pay again. I was charged 45 euros and the assistant told me that I could claim it later, but that she could not do anything else from the airport.

On the 10th of January, I presented a claim on their website asking them to return me the 45 euros. Iberia Express replied me on the 26th of Januar that they would not return me the money because according to their policy what I paid is not refundable (the record number of my complain is P20200110-06134471)

I had paid twice for my suitcase due to an informatic error of the company and I believe I am entitled to get this money back.

Gewenste Oplossing:

I would like them to return me the 45 euros plus a compensation for the time I had to spend to put the claims. I spent a total of 3 hours, at 20 euros per hour, makes a total of 105 euros.