Will British Airways refund us after baggage error?

Have a question? Ask our expert Simon Calder

Our misleading situation cost us an eye-watering fee (Reuters)

Q My wife and I flew to Switzerland before Christmas with British Airways to visit my daughter and our family. We had flown this route with BA before from Gatwick but in recent years they had withdrawn their service to Zurich. Since then, we have been using easyJet on this route. We thought on this occasion it would be a better experience to try BA again flying from Heathrow.

Although the flights were more expensive we were happy because, as before, we assumed the cost of the flights included one item of hold baggage each. Indeed, the emailed confirmation clearly showed that we were entitled to check in one 23kg bag each. We packed accordingly and were totally shocked when arriving to check our bags in to find that hold baggage had not been included in the ticket price and that we would have to pay an eye-watering £65 each for our bags, and similarly to bring them back on the return flight. This almost doubled the cost of our two return flights to well over £600.

I have written to BA customer relations about this misleading situation but have so far received no reply from them.