Smartavia Answer Center
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They took payment for hand luggage (luggage) unlawfully. What to do?
By paying for the service, you confirm that you have read the terms of its provision and agree with the lawfulness of the charge. The service is non-refundable and is considered rendered from the moment the opportunity to carry hand luggage or baggage in excess of the allowance established by the fare is provided.
If you believe that the charge for hand luggage at check-in or boarding was taken erroneously, while the fare allowances were observed and the items fitted into the calibrator — please submit a request via the feedback form. Be sure to attach evidence confirming the improper actions of the staff, namely a photo or video recording of the hand luggage (baggage) in the calibrator, together with the boarding pass.
