I booked a TUI fly ticket through BudgetAir (booking BA-20571237) for the route Amsterdam–Cancun–Bogotá. At no point during the booking process was it clearly stated that one additional checked bag could cost an extremely high amount.
On the day of departure, at the TUI fly check-in desk, I was informed that one single extra suitcase would cost €525 (This after a discount, because at the beginning they were charging me €900), which is more than the price of the ticket itself. If I had known this in advance, I would never have chosen this booking or this fare. Faced with this unexpected and disproportionate charge, I was unable to travel and the ticket went completely unused.
I contacted BudgetAir to request at least a refund of unused taxes and fees or some form of compensation. Their response was that the ticket is “non-refundable” and that even the taxes cannot be refunded because, according to them, cancellation penalties “exceed the value of the ticket”. They have not provided a clear breakdown of these supposed charges and have taken no responsibility for the lack of transparency regarding baggage costs.


In summary:


Essential information about baggage charges was not transparently disclosed at the time of purchase.


When the problem arose, BudgetAir simply repeated the ticket conditions and offered no practical solution or goodwill.


I lost the entire value of the ticket without flying a single leg of the trip.


I do not recommend using BudgetAir. If you still decide to book with them, double-check all baggage costs directly with the airline before paying, because afterwards no one takes responsibility.