✅ Trip Verified
| Santiago to La Serena. When boarding the preferential boarding line for the bank of Chile (whose preferential customers are allowed to carry luggage at no cost), they asked us for the identity card and credit card of the bank of Chile and let us pass, along with Our hand luggage without any problem. That to 6 of us, while 2 of our friends are told that they have to pay for the luggage for not being customers of the Bank of Chile. The rest of our friends board the plane, while I returned with my wife to the boarding counter to try to help our friends thinking that with our benefit from the Bank of Chile, with the Master Card and Visa Infinite Black cards of both, we could also include our other 2 friends who travel under the same reservation of ours. We failed to convince the person at the counter, who finally charged our friends US$35 for each hand luggage. In the meantime they told us to board while they were paying, but we stayed to wait for them. But the worst comes later. The person at the counter, angry because we claim to try to help our friends and recorded the situation, told us that now we also have to pay US$35 for hand luggage, US$70 in total. At that time we showed her again our ID and black cards from the bank of Chile and we explained that we had already passed a while ago, but there was no case. She told us that we should have gone to the check in counter to qualify for the benefit. I have flown about 20 times with Sky Airlines in recent years using the benefit of the Bank of Chile and had never had a problem with my hand luggage using the benefit, having almost never gone through the check in counter. Moreover, one of the main reasons to choose Sky vs Other airlines is for this benefit. Additionally, I mentioned that we tried unsuccessfully to go through the preferred counter to try to change my seat for emergency exit and pass the baggage but there was a huge line of about 30 people and a single counter attending, which made it absolutely unfeasible and we would miss the flight waiting more than an hour at the preferred customers line. After a long discussion with the person at the boarding counter and about closing the door of the plane, they called the supervisor to try to fix the situation. But the supervisor was inflexible, she understood nothing about the situation and told us that if we didn't pay the US$70, the plane would let us down. Even after a couple of payment attempts, the payment machine did not work for them. Even so, she did not want to make the exception, while the gate was already closed. Finally, and with tremendous discomfort, we ended up paying the US$70 to board, while large numbers of passengers, without even being clients of the bank, passed their luggage without paying and without anyone telling them anything. After this I asked the supervisor for her name in order to write a claim. But she didn't want to give me her name, saying that if I insist, she would let me down the flight. One thing is to have no-criteria to handle the situation. But another much more serious is not to be responsible for that non-criteria, without being willing to give the name and abusing the power at that time when the plane was going to let us down.