I WOULD like to publish my complaint in the Opinion page of the Borneo Bulletin as I am not receiving a reply after directing this complaint to the relevant authorities.
I would like to express my biggest disappointment with our local airlines company, Royal Brunei Airlines (RB), and I am filing this official complaint to get answers to why I was being discriminated against excess baggage allowance and privilege I was entitled to.
I boarded flight BI097 and checked in at the counter on September 18, 2014 at approximately 1730hours and was served by a female attendant.
My luggage weighed 31kg and my entitlement allowed me up to 35kg as I am a Brunei government student studying in Belfast, sponsored fully by the Brunei Government and the ticket I had was issued by the High Commissioner’s Office of Brunei Darussalam in London.
To my grave dismay I was told by the flight attendant that my baggage was in excess and I had to pay B$84 in order to have my baggage forwarded to Belfast without me having to take out my baggage in London and have it checked in again at the connecting flight check in counter.
I asked the attendant to clarify with the supervisor and yet was not allowed to check in my baggage without paying.
I would appreciate if you could give me a concrete reason as to why I had three or more colleagues of mine travelling to Belfast who did not have to pay extra for having their baggage with the same weight sent from Brunei to Belfast.
Why is there no consistency with the allowances when I was asked to pay for the same ticket and same entitlement that my other colleagues or other passengers have paid for and yet I was discriminated against in terms of my privilege.
I demand that the airlines carry out an investigation on this matter as this has been the worst experience that I have had with the airlines.
I do not want to be given the excuse of my baggage was in excess because my baggage was certainly under the weight limit and yet my colleagues did not have to pay anything.
I wish for this matter to be forwarded to the highest authority possible and want to see action taken.