Travel question: We paid for luggage twice – how do we recoup the fee?

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An airline charged Judith £60 each way for an unbooked hold bag (Getty/iStock)

Q My sister and I booked a Secret Escapes all-inclusive holiday to Kos. Unfortunately we were not aware we had to book our hold luggage in separately as we did not read the details properly. At Newcastle airport we were informed of our mistake and paid £60 each for our luggage. The airline representative came to the check-in desk and gave us a receipt. They assured us that the receipt for £120 would be accepted in Kos as proof of payment for the return journey.

When we tried to check in at Kos our receipt was not accepted and we had to pay another €140 [£123] to check in our luggage. We filled in a complaint form at Kos airport but as yet have not had a response from the airline. Should we complain again via Secret Escapes or go directly to the airline?

Judith M