Mijn Klacht:

Dear Mr Magoss,

Thanks for your reply,

I appreciate that the ground handling at Eindhoven is not part of Wizz Air, however they work under the direct instructions of Wizz Air.
Wizz Air Terms and Conditions state:-

“14.1.2. For health and safety reasons the weight of Checked Baggage must not exceed 32 kilograms per piece.
The maximum dimensions for one piece of Checked Baggage are: 149.9 x 119.4 x 171.5 cm”
CHECKED-IN BAGGAGE Size and weight
Your checked-in baggage cannot be larger than:
• Width: 149 cm
• Height: 119 cm Is Wiss Air aware of how large this check-in baggage is 1.49 meters x 1.19 meter x 1.71 meter !!!!
• Length: 171 cm
Weight limit:
• 32 kg per piece

My Golf Bag : (See Attached)
Length 149cm
Width 40 cm
Height 29cm
Weight 14kg All well within the stipulated maximum size

As you mention in your earlier mail :
“We would like to kindly inform you that we managed to find your call and listened to it.

As on your outbound flight, you and Johannes Peet were charged with an Sport Equipment Fee at the airport, which is 30 EUR more expensive than it would have been purchasing it online, we would like to offer to credit this 60 EUR (30 EUR per passanger) to your Wizz Account.

So you agree that I have been over charged, The golf bage should have been carried free as they are well within the stipulated maximum weight/size limit and the fact that the person I spoke to on 00319003637385 (0) 08 sep 17:17 00:01:59 1,85

I was Informed :-
” Wednesday 7 September I telephoned Wiss Air 0900 363 7385. 0 for group travel, to ask if the a bag of golf clubs could be checked in as the one piece of check in bagage max 32kg
I was informed that this would be no problem provided the bag was a maximum of 32kg.”

I therefore believe that I should be credited with the extra cost incured at Eindhoven 2 x €60 and 2 x €5 ”handling charge”
And the cost for having to re-book the golf bags at Gdansk as ”sport equipment” 2 x €30

Total €190.00 to be credited to NL26 INGB 0694 5712 53 in the name of P. Broadribb.

I look forward to your early responce.

Regards

Peter Broadribb

CC Klacht.nl

Van: Wizz Air Customer Relations HU [mailto:[email protected]] Verzonden: dinsdag 27 december 2016 15:22
Aan: \’Peter Broadribb\’
Onderwerp: RE: Service complaints, PNR: D3T58V

Dear Peter Broadribb,

Thank you for your reply.

Please note that the handling agents at the airport know our rules and they would have not made you to put the golf equipment out of your baggage if it was not heavier than 32 kg. However, we understand your disappointment and are really sorry for the inconveniences. That is why we offered to credit the difference between the normal price of the sport equipment and the fee charged at the airport. Please note that we are not able to reimburse the other costs.

Please be so kind as to give me the ID number or the email address of the account where you want the 60 EUR to be credited.

Thank you for your understanding.

Kind regards,

Adrienn Magoss
CUSTOMER SERVICE DEPARTMENT | Wizz Air Hungary Ltd. (member of Wizz Air Group)

Gewenste Oplossing:

Ik zou tevreden zijn als Wizz Air stort €190.00 op mijn rekening