Costs for checked-in baggage

Dear Sir or Madam, I am writing to express my concern regarding a recent experience with TAROM on our flight from Brussels to Bucharest (booking reference: XVPYN8), departing on August 22nd. Approximately one week before our departure (it was on August 18th), I logged into your website to verify whether our tickets included checked baggage. Upon reviewing the details (see screenshot below), I clicked the plus-sign icon next to the baggage section (to ensure it was included indeed) and saw the following: “2 x” with “€55” listed below. I interpreted this to mean that if I wished to add an extra piece of checked luggage, I would need to pay €55. Since I only required one piece of checked baggage per person, I reasonably concluded that one piece per passenger was already included in our fare. [see screenshot attached] However, at the check-in desk, we were informed that no checked baggage was included and were required to pay for it. I explained what I had seen on the website, and the staff acknowledged that there was a known issue with the online information. Nevertheless, we were still charged for the luggage — €75 per person, as it was less than 48 hours before departure. In total, we paid: €150 for the outbound flight (2 × €75) €110 for the return flight on September 11th (2 × €55) Total: €260 Given that the website led us to believe checked baggage was included, and that your staff confirmed the discrepancy, I respectfully request a refund of €260 to rectify this misunderstanding. Thank you for your attention to this matter. I look forward to your response. Jan Vanwildemeersch

Good evening, The tickets purchased at the light fare included only 8 kg of hand luggage per passenger. At the check-in counter, you received incorrect information, according to which checked baggage was included. The fact that checked baggage was not included was also specified at the time of booking, as it was a light fare.The fact that checked baggage is not included is also stated on the ticket, where it should have said 1PC instead of NO if you had baggage included. In any case, whenever you have questions, you can contact the Tarom call center by phone. TWD/TKT281-2803784179 TKT-2812803784179 RCI- 1G LOC-XVPYN8 OD- SI- FCPI-G POI-BRU DOI-08MAY25 IOI-08201491 1.VANWILDEMEERSCH/JANMR ADT S I 1 OBRU RO 374 S 22AUG1830 OK SRTLGTBE F 22AUG22AUG NO 2 OOTP RO 373 S 11SEP1535 OK SRTLGTBE F 11SEP11SEP NO BRU FARE F EUR 98.00 TOTALTAX EUR 109.82 TOTAL EUR 207.82 /FC BRU RO BUH 53.78 RO BRU 53.79 NUC107.57END ROE0.911005 FE NO BAG/ NON ENDO/RO ONLYFARE RESTR MAY APPLY/ FP CCTPXXXXXXXXXXX3224/0529/A080633 FOR TAX/FEE DETAILS USE TWD/TAX SAC-MULTI/USE TWH TWD/TKT281-2803784180 TKT-2812803784180 RCI- 1G LOC-XVPYN8 OD- SI- FCPI-G POI-BRU DOI-08MAY25 IOI-08201491 1.COUCKE/LIZZIEMRS ADT S I 1 OBRU RO 374 S 22AUG1830 OK SRTLGTBE F 22AUG22AUG NO 2 OOTP RO 373 S 11SEP1535 OK SRTLGTBE F 11SEP11SEP NO BRU FARE F EUR 98.00 TOTALTAX EUR 109.82 TOTAL EUR 207.82 /FC BRU RO BUH 53.78 RO BRU 53.79 NUC107.57END ROE0.911005 FE NO BAG/ NON ENDO/RO ONLYFARE RESTR MAY APPLY/ FP CCTPXXXXXXXXXXX3224/0529/A080633 FOR TAX/FEE DETAILS USE TWD/TAX SAC-MULTI/USE TWH Kind regards, Diana Somicescu Agent Call Center Call Center - TAROM TAROM - Romanian Air Transport Henri Coanda International AirportAddress:224 F, Calea Bucurestilor, Otopeni, RomaniaPhone:(004) 021 9978(004) 0800 500 131 (TelVerde)(004) 0371 529 000E-mail:contact@tarom.ro; rezervari@tarom.roWebsite:www.tarom.ro Informațiile cuprinse în acest e-mail, precum și orice fișier atașat, sunt confidențiale și implicit protejate de lege. Acest e-mail este adresat destinatarului și orice persoană neautorizată care intră în posesia informațiilor este obligată să păstreze confidențialitatea. Dacă ați primit acest e-mail din eroare, vă rugăm să ne notificați la adresa de e-mail securitateit@tarom.ro, să ștergeți continutul acestuia și orice copie existentă în computer sau pe orice alt dispozitiv de stocare. Orice folosire, transmitere, printare sau copiere a prezentului e-mail este interzisă. Ne rezervăm, în calitate de autori ai e-mailului, dreptul de a acționa în consecință pentru orice utilizare neautorizată a conținutului sau atașamentelor. The information in this e-mail (which includes any files transmitted with it) is confidential and is also legally privileged. It is intended for the addressee only. Access to this e-mail by anyone else is unauthorized. Unauthorized recipients are required to maintain confidentiality. If you have received this e-mail in error please notify the us immediately at the e-mail adress securitateit@tarom.ro , destroy any copies and delete it from your computer system. Any use, dissemination, forwarding, printing or copying of this e-mail is prohibited. We assert the right to be identified as the author of and to object to any misuses of the contents of this e-mail or attached documents.