Deliberate deceprion with the fare and checked baggage
I’ve booked a flight from SYD to MEL with Virgin Australia with 1 checked baggage 1x23 kg. During check-in, it turned out that the fare only included 7kg of hand luggage. I had to pay an additional A$65 for my checked baggage. My booking no longer exists online with Airpaz, so I can't communicate with them (if you can even call it that). The good thing is, I can prove everything with screenshots. This is definitely a case of deliberate deception and therefore fraud. As soon as I get home, I'm going to find legal support. 🤷🏻♀️ The answer from Airpaz is another lie because they have my contact details and already contacted me. They probably want to make other customers believe with their response that they are easily reachable and take care of the customer problems. Unfortunately, this only worked after I left a review on Trustpilot. I sent them screenshots that clearly show that, after everything I experienced at check-in, I was deceived by Airpaz. 5. January 2026: Sorry, no Email after I’ve sent them the requested documents and no provided clarification 😠 9. January 2026: This company is getting more and more ridiculous. After sending them the requested documents five days ago, I received an email today saying they hadn't received a reply and would close the case within 72 hours if they didn't hear from me. So I've sent them the documents a second time. I'm curious to see what happens next. This has absolutely nothing to do with professionalism. 22.01.2026: This is the biggest joke ever. After Airpaz wrote to me saying they had initiated a refund, I received a voucher yeaterday 😂 As if I'd ever book with them again. And they probably even think they've resolved the issue to their customer's satisfaction. What crooks! DO NEVER EVER book via Airpaz !!!!!!!!