British Airways backs down on new baggage charges

London: British Airways was forced into a climbdown yesterday over its new baggage charges.

Check-in staff were told to exercise "discretion" over the fees after they caused confusion among passengers on the first day of the new system.

Travellers arriving at airports were told they did not have to pay charges which can add up to £240 (Dh1,728) on long-haul flights.

The airline said it was being "sympathetic" to customers because of the uncertainty caused. The new baggage charging regime was originally announced last summer. It meant passengers were supposed to pay extra if they checked in more than one bag.

Yesterday passengers at Heathrow reacted with alarm. Lais Yano, a 16-year-old tourist from Sao Paulo, said: "This is really bad. I wasn't told about this when I booked my ticket two months ago.

"I thought I was allowed to bring much more. I think the new charges are very expensive and very upsetting. If they had come in today I would have just had to put the whole thing on my credit card. I'm not sure I will travel with them again with these extra charges, I'm really shocked."

Sam Bajeh, from Basildon, was also surprised by the new restrictions. The 48-year-old said: "I'm really lucky I'm not over the weight."

The rule means that customers will be able to put a single bag with a maximum weight of 32kg in the hold. But they will have to pay extra if they use two bags even if the combined weight is below the limit. This limit reduces to 23kg from September 30. Until September 30, passengers were to receive a discount if they pay in advance online.

A BA spokesman said: "Obviously there has been a lot of uncertainty about what is and is not allowed we have decided in view of that to tell check-in staff that if there is any doubt the benefit goes to the customer.

"We have always said that it would only come into effect partially today anyway and not fully until September.

"You have to remember that well over 80 per cent of passengers don't check in two bags anyway."

The spokesman said that the new rules were not being waived, but so long as passengers were not over the overall baggage allowance of 32kg and had obvious "problems" with the new system they would not have to pay.