1st agent...Arrived Vancouver airport 2:45pm March 18, tried to check in via the kiosk but we were unable to and we then had to wait until 3:30pm to check in with the agent. The agent was not experienced with the computer system and was having difficulties due to the fact that we tried to check in with the kiosk. She repeatedly kept asking if we had tried to check in online and we repeatedly told her no only through the kiosk at the airport, (She was a very thin asian women either Chinese or Japanese I do not recall her name). She called for her supervisor and dismissed us aside to another agent so she could check in a rugby team that had arrived at the airport to check into the same flight.
2nd agent....Indian woman (do not recall her name either) as by this time we had been 45 minutes waiting and this agent could not check us in either and also proceeded to tell us we could not take our backpacks & our carry on bag on the plane which did not make sense as your signs indicate that you are allowed a personal item and a carry small on bag that fits into the airlines bag check indicator with ours did with plenty of room to spare. She witnessed this but insisted we had to check both of them which then put us into a position of 2 extra bags that cost us an extra 300.00!!! We insisted this was wrong, she would not listen and continued to argue with us and on top of all this she did not know how to process the bags through the computer and had to call a supervisor another asian women that kept telling her she could not input this info twice and then they could not reverse this and they wanted to charge us 450.00 but said they would only charge the 300.00. She kept insisting we move our luggage contents around and roll up our bags but she was not understanding that we were travelling for 5 months and there was not extra room in our packs that we had checked in. I kept telling her she was making a mistake and she would not listen and then she sent us to ANOTHER AGENT to process the payment.
She also stated she could not check us in unless we had a return ticket out of NZ. We explained that we did not as we were travelling for 2 months and then heading to Australia for 3 months. We had checked with NZ immigration and they stated to us that we did NOT NEED a return ticket per say we just need to be able to prove that we had 1000.00 cash each so that we could prove we had the means to leave after our 2 months of travel Our passports allow us 3 months on our Canadian and 6 months on our British. She did not listen to us and she would not check with immigration, she did not know what she was talking about. In the meantime this extremely rude older white lady named Judy interrupted everyone with her rudeness and said that this agent was correct, she also did not have her facts and she also did not check either, we were forced to purchase a ticket to Sydney on May 15th booking ref # 7EG8QH. First off all this is all unnecessary and not the airlines responsibility to enforce NZ immigration laws. Your airline was out of line and out of their realm of responsibilities. This then led to the final asian agent that took our payments for the extra baggage to take into her own hands to apply for our ETA visa for Australia, this is not her responsibility as we had already checked with Australian immigration that the protocol of this was to only have to apply out of the country and there is no time frame at all. She also argued with us and she also overcharged us 20.00 as the ETA visa is 20.00 Australian dollars which equals 20.19 Canadian per person, she charged us 50.00 / person and she also cost us 2 months on that visa which we were scheduled to purchase in May 2018. We now have a visa we are not using until May, here is the link I suggest you update yourselves and your staff and stick to what you are suppose to do...
So by now all of this BS has kept us at the check in counter for 1 hour 30 min!! A WHOLE RUGBY TEAM WAS CHECKED IN BEFORE US AND HAD NO PROBLEMS AT ALL!!! They also had carry on bags and personal items that were equal to ours and in some cases bigger!! Nowhere in your explanations of what you consider to be personal or carry on do you specify any bag. Your words state a personal and a small carry on thats it and thats what we had!!
Please find attached our receipts for the extra bags and for the ETA Visa and a confirmation email for our flight that you have since stated is not refundable and you forced us to buy. When we finally arrived in NZ and went through immigration with NO PROBLEMS or ?'s I asked the immigration officer if we were required to buy a departing ticket before we left Vancouver and if the airline was responsible for enforcing this, he told me no we did not require a ticket out, he also stated I should complain and that we were correct and only needed to prove we had the required funds to leave. He also stated that he was not aware of Australian ETA and to check on line and that is what we should follow and the airline should not have taken this responsibility into their own hands. We had done everything right and we should contact the airline and proceed from there.