Burak

We experienced serious inconvenience during the Bucharest – Ankara flight on April 13, 2025, due to both the treatment we received at the airport and the handling of our complaint afterward. Our reference number in the AJet feedback system is: VF-873576.

Despite having a total baggage allowance of 28 kg and our baggage not exceeding this limit, AJet staff at the airport claimed that the cabin baggage exceeded the 8 kg limit by 3 kg and insisted it had to be checked in. They then counted it as a "second bag" and stated that my girlfriend would not be allowed to board unless she paid 30 Euros. She was effectively forced into making this payment. In subsequent phone calls with AJet customer services, representatives themselves confirmed that this practice was inconsistent with the company’s own policy.

During the payment process, an even more serious issue arose. My girlfriend attempted to pay with her ING Romania card, and although the transaction clearly showed as completed in her mobile banking app, the staff refused to accept it on the grounds that no receipt was printed. The same situation repeated itself on a second attempt. She then made a third payment using her Revolut card, which was accepted. The staff told her the first two transactions would be “cancelled automatically by the system,” which turned out to be false. Two days after the flight, she noticed that a total of 60 Euros had been deducted from her ING account. In total, 30 Euros were collected in a manner that contradicts the company’s own policy, and 60 Euros were charged as duplicate, entirely unjustified payments.

Following this, we submitted a formal complaint through AJet’s feedback form on April 20th, under reference number VF-873576. Over the course of nearly 1.5 months, I called the customer service line more than 10 times. Every single time, I was told “we have forwarded your request to the relevant department and marked it as urgent.” At least 5 different representatives opened new email tickets, yet no concrete response was ever provided, no clear information was shared about the status of the case, and no refund was processed. While even a small bus company can resolve a simple erroneous charge within a few hours, AJet’s failure to address an obvious duplicate charge of 60 Euros over 1.5 months presents a completely unacceptable picture.

For all these reasons, I am demanding the immediate refund of the 60 Euros wrongfully deducted from the ING Romania account, as well as the refund of the 30 Euros that were collected under duress and in a manner confirmed by AJet’s own customer service representatives to be contrary to company policy. I also expect a written apology from the company and a detailed explanation regarding the incorrect application, the misinformation provided, and the prolonged lack of response.

We experienced serious inconvenience during the Bucharest – Ankara flight on April 13, 2025, due to both the treatment we received at the airport and the handling of our complaint afterward. Our reference number in the AJet feedback system is: VF-873576.

Despite having a total baggage allowance of 28 kg and our baggage not exceeding this limit, AJet staff at the airport claimed that the cabin baggage exceeded the 8 kg limit by 3 kg and insisted it had to be checked in. They then counted it as a "second bag" and stated that my girlfriend would not be allowed to board unless she paid 30 Euros. She was effectively forced into making this payment. In subsequent phone calls with AJet customer services, representatives themselves confirmed that this practice was inconsistent with the company’s own policy.

During the payment process, an even more serious issue arose. My girlfriend attempted to pay with her ING Romania card, and although the transaction clearly showed as completed in her mobile banking app, the staff refused to accept it on the grounds that no receipt was printed. The same situation repeated itself on a second attempt. She then made a third payment using her Revolut card, which was accepted. The staff told her the first two transactions would be “cancelled automatically by the system,” which turned out to be false. Two days after the flight, she noticed that a total of 60 Euros had been deducted from her ING account. In total, 30 Euros were collected in a manner that contradicts the company’s own policy, and 60 Euros were charged as duplicate, entirely unjustified payments.

Following this, we submitted a formal complaint through AJet’s feedback form on April 20th, under reference number VF-873576. Over the course of nearly 1.5 months, I called the customer service line more than 10 times. Every single time, I was told “we have forwarded your request to the relevant department and marked it as urgent.” At least 5 different representatives opened new email tickets, yet no concrete response was ever provided, no clear information was shared about the status of the case, and no refund was processed. While even a small bus company can resolve a simple erroneous charge within a few hours, AJet’s failure to address an obvious duplicate charge of 60 Euros over 1.5 months presents a completely unacceptable picture.

For all these reasons, I am demanding the immediate refund of the 60 Euros wrongfully deducted from the ING Romania account, as well as the refund of the 30 Euros that were collected under duress and in a manner confirmed by AJet’s own customer service representatives to be contrary to company policy. I also expect a written apology from the company and a detailed explanation regarding the incorrect application, the misinformation provided, and the prolonged lack of response.

People were very kind. They kindly guided me through the application process.