We refer to the letter Abu Dhabi excess baggage rip-off!

We thank the writer for his feedback and for drawing our attention to the charges levied on him upon checking in for his flight, AirAsia X’s first from Abu Dhabi to Kuala Lumpur.

We would like to apologise profusely to the writer for being levied a service fee of Dirhams 22 (RM22) for his purchase of 15-kg checked baggage allowance upon check in.

To clarify, AirAsia X collects the service fee only for new seat bookings made at airport sales counters, sales offices, call centers and group desks.

Unfortunately, this policy was misconstrued by those staffing our sales counter at the Abu Dhabi International Airport. Those on duty there are not AirAsia X staff but handling agents from the company to which AirAsia X had outsourced these duties. AirAsia X has since rectified their error and reprimanded their management.

We are now contacting the writer and other affected guests to promptly reimburse the service fee payments. We have also taken note of the writer’s recommendations and are making our baggage policy clearer online as well as displaying it more prominently at our sales and payment collection points at Abu Dhabi International Airport.

We do wish to clarify that the fee for checked baggage allowance for AirAsia X flights, which are all long-haul, is Dirhams 33 (RM30) for the first 15 kg if the purchase is made upon check- in.

If the purchase is made online, the fee for the first 15 kg is at a lower Dirhams 22 (RM20), and not RM5 as mentioned in the letter. We impose a lower fee for online purchase to encourage guests to book their baggage allowance in advance and facilitate faster moving check-in lines at the airport.

Our complete schedule of fees is readily available online . Guests are also notified of it upon booking.

As for the Dirhams 30 airport tax, this is imposed by the Abu Dhabi airport operator and not by AirAsia X. The airport tax does not go to AirAsia X, but to the airport operator.

We would like to thank the writer for flying with us and trust this explanation will clear up any confusion.

The writer is regional head, communications, AirAsia.