✅ Trip Verified
| Like many other Thai Lion customers, my partner and I experienced terrible customer service in Kathmandu. When we attempted to check in to our flight to Bangkok the attempted to charge us an exorbitant $289 baggage fee, effectively doubling the cost of our flight. When my partner and I pushed back on this unnecessary expense and asked for more information, they explained each additional kilogram over the first seven cost $17. However, my partner's bag - the one causing the expense - weighed approximately 17 kilograms, meaning the excess baggage fee should have been $170, per Thai Lion's own policy. The staff could not explain the $289 calculation. When we refused to pay the fee, these customer service agents withheld our passports and threatened to bar us from boarding the flight. Needless to say, my partner and I were furious with this extortion. After more angry back and forth, they explained that since we purchased our flight tickets in November 2018, we were exempt from Thai Lion's baggage policy, which went into effect in January 2019. They did not apologize for misleading and threatening us. In 20+ years of frequent flying, I have never encountered such poor customer service, even on budget airlines. Word to the wise: Don't fly with Thai Lion. If you must, check the date of your ticket purchase. Any tickets purchased prior to the January 2019 policy change are exempt from the draconian baggage policy.