Being a heart patient in my 70s I am unable to carry a 20kg case around so I carried two items of baggage which I can manage more easily. When checking in at 6am on a domestic flight I was told to pay an extra $60.00 as only one item was permitted. I had not noticed the fine print (am visually impaired). ANZ insisted I pay. I complained to Customer Relations by mail - got no reply. Followed up with letter to the CEO who passd it their customer relations who rejected my complaint. To me ANZ is as bad as the worst budget airlines anywhere. I won't fly ANZ again. EDITORS COMMENT: This is a tough one as the rules for baggage are strict for a reason and if they bend the rules for one then they will end up bending them for everyone. Unless you have a doctors note in reality anyone could say they have a heart condition and can't carry one big bag. Next time you fly - notify the airline of the condition and why you will need two small bags and also bring a doctors note. I think armed with this you will find the airline are very willing to help you out at no extra cost.
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Air New Zealand
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