I’m not one to complain because nothing really gets me frustrated but the Thai Lion Air service team and manager in Phuket were very rude and I was very upset. Your only allowed 10kgs and nothing of that gets communicated if you purchase through other apps such as Expedia, Cheapflights etc. More so, the customer service team and manager in Phuket were so rude they didn’t consider anything we said and threatened to not check us in if we didn’t pay the excess luggage even though we didn’t say we wouldn’t pay for it.
Furthermore, they didn’t apologise for the miscommunication between their airline and partnership with the other apps nor did their team advise that they will make the effort to try and change this lack of communication for the future travellers choosing their Airways to be more efficient with their packing as its only 10kgs allowed. We were not the only customers shocked when we checked in and it was pretty sad. The other Airlines such as Bangkok Airways, NOK etc have a maximum of 20KG so I didn’t quite understand that but I have since complained directly the the airline so I can try understand.
The manager also said when we were showing her what we saw on the app compared to her system that ‘Expedia say no fee but there are fees, expedia say no info but there is info and its 10kg so repack, pay or leave.” (We couldn’t repack because our carry on was full). We paid and even the excess baggage team when we went up to them were rude.
Just be aware everyone its 10KG domestically and be careful if your app says 15KG like some other travellers apps did. Its incorrect, look at their website. It may be common sense to some but I trusted my app to provide all the info because its one of the best and supposively most professional but obviously there was no update and just a lack of communication as seen on my photo here. Be careful team!