Dear Agoda Customer Support,
Dear Agoda Customer Support, Your response is disappointing and completely fails to address the actual issue I have been raising repeatedly. My complaint is not simply about the baggage allowance shown in your system. It is about the discrepancy between what was displayed during the booking process and what was ultimately recorded in your system. When I made the booking, I clearly saw a fare that included 23 kg of checked baggage for approximately RM 1,100, and I subsequently purchased an additional 20 kg of baggage for approximately RM 300. I would never knowingly pay extra for additional baggage if I had understood that the original ticket did not include the allowance I selected. Now, you are relying entirely on your booking records to deny my claim, even though the central issue is whether your booking system correctly reflected the baggage option I selected and paid for. Simply stating that your records do not show 23 kg does not resolve this discrepancy. Furthermore, I have explained that Batik Air’s system did not reflect the additional baggage purchase, forcing me to pay RM 306.92 in additional baggage charges at the airport. I have also provided evidence and information obtained from airline staff regarding this discrepancy. Instead of properly investigating the issue, your response shifts the responsibility back to me and advises me to review my booking confirmation. That is not an acceptable resolution when the accuracy of the booking information itself is what I am disputing. I expect Agoda to take responsibility for investigating this matter rather than repeatedly issuing the same generic response. I am requesting the following: 1. A proper investigation into the baggage options displayed when I made the booking. 2. A review of the payment records and the baggage add-on purchased through Agoda. 3. An explanation of why the baggage information recorded by Agoda did not match the information and services I understood I had purchased. 4. A refund of RM 306.92, representing the additional baggage charges I incurred. Please escalate this complaint to your complaints management team and provide a substantive response addressing each point above. If Agoda continues to dismiss this complaint without properly investigating the discrepancy, I will publish an honest review of my experience, including the supporting documentation available to me. I am not asking for special treatment. I am asking for a fair investigation and accountability for a booking discrepancy that has cost me additional money and considerable frustration. I look forward to your proper response and a fair resolution. Booking ID: 2050880950 Flight: Kuala Lumpur (KUL) – Tashkent (TAS) Booking Reference: QQIZFU Anway system shit and they don't care you go through so much headache and trouble. i have been using agoda more than 9 years and i faced this shitty situation. not recommend it