✅ Trip Verified
| Amsterdam to Detroit via Keflavik. This is not a complaint about the lack of free meals or in-flight entertainment. I know how so-called low cost airlines operate and have never had a problem with any of them until my partner and I tried to fly WOW for the first (and last) time. This is a complaint about the treatment we received and the fees we were charged at the gate of our flight WW447 AMS-KEF, on the date of September 3 at AMS (Schiphol) airport. We booked our WOW air flights months in advance of our flight measured our bags, which fit perfectly within the very restrictive WOW measurements. We have photographs to prove that the bags fit into the bags measurement frame placed at WOW gates. Prior to our flight we checked in online and received boarding passes into email, that was not a problem. However, at the gate of our flight from AMS to KEF we were stopped impolitely by an individual from WOW ground personnel, who started insisting that our bags were carry-ons just because they had 2 wheels, and that we had to pay in order to get them on the plane. She would not even look at my original ticket, where the definition of included luggage only showed dimensions and had in no way specified that included luggage could not have wheels. She never measured the bags, nor weighed them, nothing, just insisted that "wheels" cannot be placed under seats due to "safety." This individual further refused to provide her name and also prohibited me from taking a photo of her ID for evidence, repeating multiple times that it is not allowed. Every question I tried to ask she dismissed with It is not allowed, to the point that I felt I was talking to a robot. I tried to show her the original ticket on my phone, but she refused to have any human communication or reasoning with me, and kept repeating it is not allowed. When I asked to see a supervisor, she replied, it is not allowed to have a supervisor, after which she moved us to the side and said we were not getting on the flight at all. We had to wait until the entire plane was boarded, when she sent a colleague of hers, who likewise insisted that our small bags were trolleys and were not allowed on the flight for free due to safety. I tried to explain that my original ticket showed no such prohibition whatsoever, but she insisted we had to pay or we could not fly. We absolutely felt blackmailed, humiliated and ended up profoundly disturbed They charged us 160 Euro for our two bags, as we were taking a connect flight to Detroit later that afternoon from Reykjavik, and only then were we allowed to board the flight. Once we paid, however, we were told that we could place our bags wherever we chose, and when I said that the entire affair was not about safety but about paying, they had no response, because this is what it was all about – extorting money from travelers. If the company wants to prohibit the use of wheeled luggage, it must define the included luggage as such excluding wheels, otherwise am free to interpret the shape or pattern of the luggage freely, as long as it complies with the measurements, which it did. Customer service? Non-existent.