Etihad Airways — excess baggage - unfair and unethical behaviour and charges

Address: Bangalore, Karnataka

Hi team,
It is with great regret and hurt i am raising this complaint. I had a flight from bangalore to dublin on 1st jan 2019 and i had called to enquire about excess baggage and a call back was arranged and i paid for excess 5 kgs at rs. 11715. At the check in desk, they said my bag cannot weigh more than 32 kgs (It was 36.5 kgs) and said i could shift to the hand luggage since i have already paid and check in that as well. So, i just shifted things to my hand luggage which was 7 kgs and after shifting weighted up to 12 kgs. But at the desk they made me pay another rs. 23430 as the total weight was 45 kgs. Out of 45kgs, 7 kgs was my cabin luggage and i had paid for excess baggage up to 5 kgs.

It was only after they said i could shift and check in i put the weight in check in bag and i have been cheated. So i didn't get any cabin luggage and had to pay too much money and they were rushing me. They took ages for a smaller queue and the ground staff in bangalore are very shrewd and lack manners and etiquette.
At the desk, i was told i can move 1 kg to reduce weight to my back pack and they still charged for 10 kgs instead of 9kgs. Why would they do this? It is totally unethical for etihad to have charged me rs. 23430 after i already paid 11k for 5 kgs. My excess baggage was only 5 kgs but they did not let me check in one bag and didn't let hand luggage exceed more than 7. Could you please check and see if i can get the 23k refund as it's totally unfair and i did pay for excess 5 kgs. Only because they combined my check in and cabin cabbage the total was 45 kgs (Including excess). This is a lot of money for me and i feel cheated and pressurised to have paid this as they were late and rushing me. They did not even give me a small bag to put the excess baggage and did not inform me about this when i called to pay for the excess baggage or even when i was shifting things to the cabin baggage. People at the desk said i can shift to the hand luggage instead of being clear and saying i need to get an extra bag. I am a frequent flyer with etihad and i have never experienced anything like this before. I'm very disappointed and upset and hoping i get some compensation.

No words can express how i felt that night at the airport and still feel about the extra 23k i had to pay. My mother was out and i could have taken a bag from her and put the additional 5kgs. Even when i paid for it over the phone, the executive did not mention that it has to be an extra bag. Facts were concealed and i have been charged for no fault of mine.

Thanks,
Nancy