I know this news is a week old, but I am still angry after watching the BBC Watchdog investigation which reported on Bmibaby, who knowingly, placed luggage gauges, smaller than their own luggage restrictions, so passengers were forced to pay £30 for their luggage to be checked-in.

Investigation needs to happen
The airline now says that all of these smaller gauges have been removed from the airports. Has the Civil Aviation Authority (or Office of Fair Trading?) started an investigation, I bet not. Bmibaby have said that you can request a refund, but only if you have proof, but is this enough.
Lack of trust with the airline
Can we trust this or any other low cost airline when it comes to them following their own luggage restrictions? Should we now take a tape measure with us to make sure the cage actually is the right size! I jest, but it is ridiculous that an airline is playing these types of tricks on its customers.
I would like to have seen an interview from the CEO from Bmibaby, but they did not up much of a fight to clear their name. I am sure that I will not be the only consumer out there that would not fly with this airline because of a lack of trust.
Update: Letter from MD re:BBC Watchdog – I am surprised that the CEO did not get the opportunity to give their views, because you read the letter, and the other side of the story is so different. Thank you to Bmibaby for making me aware of this letter.
Your views and opinions on this consumer issue
Have you had the same issue with Bmibaby, or, would you trust an airline after this? Have you travelled with other airlines where you have suspected foul play? Should they be fined or the case investigated. As usual I would be interested to read your views.
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Jools Stone | 14 September, 2010 at 11:26 pm
Absolutely shocking. I’m not exactly crazy about flying anyway, but I’ll definitely give bmi a wide berth now, probably more than they’d give their customers anyway…
Darren Cronian | 14 September, 2010 at 11:43 pm
It sometimes feels that travel companies and airlines don’t give a damn about keeping customers, and providing a good service so that we will return to them again.
Mark Sukhija | 15 September, 2010 at 8:20 am
This reminds me of a story which popped up a few years back where many of the scales which weigh checked in baggage were incorrectly calibrated. If I remember correctly, the worst offenders were the budget or low-cost carriers. You can draw your own conclusions from there!
I usually travel hand baggage only (except for the odd several week trip to New Zealand) so only use a physical checkin desk occassionally – but when I do, the scales often show something (usually a few hundred grams-ish) even with nothing on them.
I’m not surprised by this story and, actually, understand the airlines point of view on this one. As a former airline “commuter” on a “commuter flight,” many people did (try) take (often very) oversize bags on board. Those that got away with it, on occassion, often couldn’t get their wheelie bags to wheel down the aisle let alone into the overhead lockers. Staff attempting to part the offending customer with their obviously overweight bags were often sneared at with a “but I do this every week” line which solicited a variety of responses from ground staff (I guess depending on who they are and what kind of day they had!)
There’s no scientific proof for this, but nearly every offender I’ve seen above had one of those wheelie cases which can’t be scruntched up. The bag I usually travel with won’t fit into those measuring machines – but I travel so light and it can easily be compacted in the locker. A lesson for consumers there, I feel.
Personally, this strikes me as a fairly modest infraction and theres often some leeway in what you can and can’t take. It’s most easily dealt which by packing lightly (ie properly) in appropriate baggage (soft yet tough material, NO wheels) and, failing that, talking to the person. Obvious oversize bags excepted.
Murray Harrold | 15 September, 2010 at 10:00 am
My patent anti-getting-caught-on-baggage system (and I have seen this done, by the way). You will need: 1. A pillowcase and 2. A longish piece of string. And get Mummy to help you with the scissors, as they say on Blue Peter.
Place all your stuff in the pillowcase and secure wth string. Guaranteed to fit any cage. Additional benefits: Get a laugh when airline types try to tell you a bit is sticking out – just push that bit back in. 2. For ease of transportation, use a pole and tie the pillowcase to the pole. If you just pick up a branch at one end, discard and the pick up a branch at the other, this unique, hassle free system is also free and saves having to buy a case. Also, there are a great range of colourfull pillow cases available, so you can choose one that reflects your mood that day.
Seemples.
…sorry forgot – remember to recycle your pole properly and make sure you pick up a fallen branch. Also, use a natural linen pillowcase. In this way the system is also ecologically sound.
Oh! and of course, if you arrive and find that your holiday company/ airline/ hotel has just gone bust, you can stuff your pillowcase with leaves so you can sleep in comfort and you can use your pole to start a nice warming fire (but remember health and safety)
Darren Cronian | 15 September, 2010 at 10:23 am
james | 15 September, 2010 at 11:32 am
thought i would let you know a few corrections to the article
firstly they DIDN’T knowingly put the gauges smaller it was proven as a design fault
secondly the CAA and the DFT have investigated and cleared baby of wrong doing and also did there own tests and there cases fited
Darren Cronian | 15 September, 2010 at 12:25 pm
@ James
Sorry, who do you represent?
Happy to correct, but I want to see acknowledgement that CAA/OFT have come out and officially said that an investigation had taken place. I checked on a few articles from various media outlets, and couldn’t see any evidence.
Secondly, the investigation by the BBC revealed that staff did know about the size differences. I am just writing what was said on the programme. I would have to ask why no checks are carried out before the gauges are used in the airports.
Rob | 15 September, 2010 at 12:38 pm
I think the CEO should do an official apology on this one.
Darren Cronian | 15 September, 2010 at 1:26 pm
@ Rob
I agree. If what James is saying is correct, why didn’t they go on the BBC show and give their point of view – or maybe it was that the BBC didn’t invite them. Either way, as a consumer, I want to hear their point of view.
Just to add I have never used Bmibaby, and have no axe to grind, I just think that they could have done more to clear their name, because they haven’t, I am assuming the investigation by the BBC is accurate.
Maybe from Bmibaby could comment here?
I am happy to amend the post if the research from the BBC investigation was inaccurate, because that is all that I have written about here.
Murray Harrold | 15 September, 2010 at 5:11 pm
WoW! A design fault… Fair enough, but you would have thought that someone at BMI may have actually checked what they had bought…. it’s an excuse, but not a reason…
Darren Cronian | 16 September, 2010 at 12:28 pm
Update: Letter from MD re:BBC Watchdog – I am surprised that the CEO did not get the opportunity to give their views, because you read the letter, and the other side of the story is so different. Thank you to Bmibaby for making me aware of this letter.
Matt Parsons | 17 September, 2010 at 8:23 pm
Murray, isn’t a pole deemed as a “weapon”?
12 responses to “Bmibaby passenger luggage issues”