I travelled from Manchester to Paris with Air France l last August. Took hand baggage only and checked its weight against allowance written on ticket before I left home. No problem on outward journey.

On return was a bit late checking in but at the desk they saidi it was OK as I only had hand baggage and was sent straight to gate. There, they decided to weigh my hand baggage which came to 11.5 kg. The limit for hand baggage stated on my ticket was 12kg so it was within limit.

They refused to let me on flight saying it was too heavy. I had to wait for next flight and pay £40. At check in for next flight on seeing only hand baggage they did not weigh it at all and I got flight home.

On arrival at Manchester I complained about having to pay extra to change my flight through no fault of my own and the Air France desk then re-weighed my bag and agreed it was within limit so
forwarded a complaint for me. I followed it up with a letter.

Two months later I received a £50 voucher to be used on an Air France flight that I won`t be able to use.Letter signed by a Dick Bentley. I replied saying that as a student I would prefer my £40 back as I do not have a lot of money.

That was written on Nov 4th. I have heard nothing since. Tried on numerous occasions to phone the customer services.They are only open three times a week and then are so busy they often do not answer the phone. Got through on one occasion in December. They said it was in hand . Now in mid Feb still no word and totally inable to get them on phone. Have sent very rude fax and awaiting reply or not as the case may be.

Totally unaccetable from first complaint which should not have been necessary ,right through to abominable customer relations. I know its only small but can you help?

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