15 Feb 2024
I had a lovely holiday with my son and friends. Upon returning from Tunisia to Gatwick I was checking in luggage at departures. The lady put all our luggage’s on the belt including hand luggage. Then proceeded at the end saying I have to pay £110 for the last luggage. I had already paid for x6 23kg plus x6 8kg included in package.
None of the ladies at the desk would speak English and continued to speak to me in French shouting at me and then made me stand there for almost 30mins an ignored me. The supervisor was worse.. she made me wait for her for 15mins then walked away. Appalling service. I was a nice as I could be but couldn’t help hold back my tears. Paying £110 wasn’t the issue it was how she yelled at me for saying “i don’t understand can I speak to someone who can speak English” TUNISAIR don’t employ staff who can’t speak English, can’t SMILE or has good customer service skills at check in. I had to go to the Tunisia Authorities office at the back where I met a male manager and the pilot. They were very helpful and kind and resolved the issue within minutes. The was no need for the ladies to be RUDE.