✅ Trip Verified
| I booked my Etihad Airways ticket through Budget Air and received the ticket stating 1 piece of luggage was allowed weighing 40kgs. As one way tickets often allow a bigger allowance, I was very happy as this is quite a generous amount. I had been living in South Africa for 2 years and was emigrating to the UK; and as such, spent hours meticulously packing and re-packing to ensure I was able to fit in everything I needed whilst still meeting the weight requirement I was provided (as you can imagine fitting 2 years of living into a 40kg suitcase can be difficult). I then went off to the airport with my carefully packed suitcase and had it shrink wrapped (great service) for R80.00; and headed to check in. I had tried to check-in online and choose my seats, but the Etihad site kept crashing. When I explained this to the person at the start of the line, they directed me to the “bag check only” assisting staff member. When I explained this to her, she rolled her eyes and sighed. When she checked my passport she told me I hadn’t checked in, but she would still assist me. I put my suitcase on the conveyor and it weighed 34kgs. I was then told by her “your suitcase is too heavy, we have a policy of maximum 32kgs, I can’t accept your bag.” That was it, no apology, no sympathy nothing. I mentioned that my ticket stated I was allowed 1 piece of 40kgs; and she asked to take a look. She read the ticket, looked at me and said “you can talk to the manager if you want but I’m not accepting your bag.” Now to be clear, I have no issues with the requirement for a maximum weight. I understand that 40kgs is rather heavy and those processing the suitcases are required to pick them up etc. My issue was with the fact that I was not notified sooner; and that this ‘customer service representative’ was being so rude. Etihad Airways manager was no better, she pointed at the sign and said “there’s a 32kg limit, no exceptions.” No apology, no sympathy nothing. At this point I accepted my fate, I’d have to take off my R80.00 shrink wrap, remove some items, RE-WRAP and start again with check-in. Before I left however I wanted to find out how I (and other passengers) were meant to know of the weight restriction prior to checking-on (far too late). The managers response? “When you get to the check-in counter.” I stated to her that surely, case-in-point, this was too late to be informing people? She didn’t think so, she stated it was perfectly acceptable that people such as myself meticulously pack their bags, have them wrapped and then find out that it was too heavy at the counter. I don’t have an issue with the restriction but these women were so rude; and the manager even became aggressive when I was asking how I would have known about the restriction beforehand. This is the worst customer service I have ever received! I would give zero if I could, just based on that service.