Batik Air said there was no luggage allowance despite our booking confirmation clearly showing 50kg checked bag allowance
Our booking included a 50kg checked baggage allowance (5 x 10kg) for both the outgoing and return flights. While the outgoing flight went smoothly, Batik Air staff stated during check-in for our return flight that no baggage allowance was registered in their system. Although I presented my booking confirmation clearly displaying the 50kg allowance, Batik staff claimed that Booking.com (travel agent) had booked a "Super Saver" ticket without baggage. This contradicts my booking confirmation and Booking.com support, who verified that the allowance was correctly applied and suggested the issue stemmed from a system error following Batik airline scheduling a flight change to a slightly earlier time and not moving over my luggage allowance. Airport staff were polite and understanding but did not resolve the issue on-site and advised that management were in a meeting and unavailable to speak with me. To avoid missing the flight while traveling with my family, which included young children, I was forced to pay 1,000 MYR to upgrade my seat so our baggage could be checked in. This was the most cost-effective option available according to their staff, as the fee for luggage alone was quoted at 2,300 MYR for 46kg. Staff instructed me to contact Booking.com for a refund. However, Booking.com customer support reiterated that the 50kg allowance was correctly processed on their end and directed me back to Batik Air, leaving me caught between the two parties.