An Ontario family that flies to the West Coast every summer says they were shocked when they were charged over $350 in carry-on fees for three mountain bike helmets on their return flight home from Vancouver.
Shelley Watson, of Minesing, a town a town just northwest of Barrie, said in an interview with CTV News that her family was returning from a mountain biking trip on a flight with Flair Airlines when they were charged $358 in carry-on fees for three bike helmets, and have done so in the past and have not been charged.
The family, who flew with Flair Airlines from Toronto to Vancouver when their trip started, say they were not charged the hundreds of dollars worth of fees for the helmets for that flight.
Watson said they always bring their helmets on their trips and have not been charged previously.
“Normally we carry them and they actually fit under our seat with our personal items and that is what we have always done,” Watson said.
“I was angry. I was really angry and frustrated... It’s never ever been mentioned that this was a problem. They fit under the seats, they are never a problem.”
When Watson complained to Flair Airlines, she says she was told charging carry-on fees is at the discretion of the employee at the airport.
In a statement to CTV News, a spokesperson on behalf of Flair Airlines said that the company will be refunding the charges.
“We recognize that this customer received inconsistent information during their travel and apologize for the frustration this caused. We are reaching out directly to refund the additional helmet-related charges. We’re also reviewing our sporting equipment policy to provide clearer guidance for customers moving forward.”
“Flair’s sporting equipment policy includes bicycles under the sports equipment fee, but does not specifically include helmets as part of that allowance.”
Watson told CTV News she received her refund, which was a relief and she’s grateful to have the airline review its policy.
With Files from Farah Chandani
