January 2017 – checked baggage

A consumer from Lithuania booked a flight from the intermediary’s website from Amsterdam to Zagreb and back with one piece of checked baggage. The consumer got booking confirmation that the booking is successful and payment is received. A flight from Amsterdam to Zagreb went smoothly, but when the consumer tried to register for the flight from Zagreb to Amsterdam, the system showed that the consumer has zero pieces of checked baggage. The consumer turned to the intermediary in order to correct the mistake, but got only an offer to purchase additional piece of baggage for 25 EUR. The consumer could not solve the dispute with the intermediary himself and turned to the European Consumer Centre in Lithuania. As the intermediary was registered in United Kingdom, the complaint was shared with the European Consumer Centre in United Kingdom and thanks to the cooperation of both centers, the intermediary refunded money paid for the checked baggage.