Namastè

I arrived at Riga Airport for my scheduled AirBaltic flight to Amsterdam, traveling with my two emotional support dogs.
My confirmed booking clearly included 12 kg of hand luggage. The check-in employee refused to acknowledge it, insisting the limit was 8 kg and declining to verify the booking in the system — even after I showed proof on my reservation.

For over an hour and a half, I went between multiple counters trying to check in. I remained calm and cooperative while asking staff to verify the information, yet none did. Every employee repeated the same incorrect claim instead of checking the booking properly. As a direct result, I was not checked in on time and missed my flight.

I had to rebook everything myself, which cost approximately €800.
After the incident, I contacted AirBaltic with full documentation, including my booking confirmation and correspondence. I also reached out to Riga Airport, which officially confirmed that this incident took place on their premises and that I was in a state of visible high distress while repeatedly trying to resolve the situation.

Despite that confirmation, AirBaltic still dismissed my complaint and took no responsibility for the financial or emotional consequences caused by their employee’s error.

This was not a misunderstanding — it was a clear example of negligence, unprofessional conduct, and refusal to acknowledge evidence.
The entire issue could have been avoided if one staff member had simply checked the system instead of insisting on misinformation.

If you expect competence, empathy, or any sense of accountability, AirBaltic will disappoint you.
In their world, the passenger is always wrong — even when the facts prove otherwise….