Fight for fair baggage fees in cross-border transport

Your Money, Your Call

Cresencia Marjorie Chiremba

CROSS-BORDER travel should be straightforward, but for many passengers, it often turns into an exhausting battle for fairness.

One traveller recently found herself caught in an unnecessary dispute over excess baggage charges, revealing deeper concerns about transparency within the transport sector.

As the passenger prepared to board a bus in Johannesburg, she expected a standard process: checking luggage weight to determine any necessary fees.

However, the bus crew skipped this step entirely and imposed an excessive baggage fee of R400 without verification.

When the traveller questioned the charge, she discovered the actual excess weight was only 1,55 kilogrammes, which should have cost her R16 — a smaller fraction of the amount she was forced to pay.

Upon arrival in Harare, the traveller immediately sought a refund.

The bus office staff, however, offered just 200 rand instead of the full amount.

Their explanation? There was no scale available at Roadport, making it impossible for them to verify the luggage weight.

This meant the passenger had been significantly overcharged at departure and now faced further frustration in trying to reclaim her money.

Determined not to settle for less, the traveller decided to take matters into her own hands.

She went to a nearby shop on Fife Avenue where gas is sold and found a scale.

Weighing the bags in the presence of a shop attendant, she recorded the weight as proof and sent the video to the bus company’s WhatsApp complaints platform.

The evidence was undeniable.

But the struggle was far from over.

In response to the video, the complaints officer suggested reimbursing R300 instead of R384.

The passenger refused, standing firm on her demand for the full amount. After prolonged negotiations, she made it clear she would not leave the bus company’s office without the correct refund — or she would escalate the matter to the police.

After an exhausting standoff, the bus operators finally gave in, handing over the full amount. It was a victory, but one that should not have required so much effort.

Under Zimbabwe’s Consumer Protection Act (Chapter 14:44), passengers are entitled to fair pricing and accurate information from service providers. The law dictates that businesses must disclose costs clearly and justify additional charges.

In this case, the bus operators failed to uphold these principles, denying the passenger access to a transparent baggage verification process and attempting to refund less than what was rightfully owed.

For travellers who experience similar disputes, there are options available upon arrival in Zimbabwe.

Complaints can be submitted to the Consumer Protection Commission, which investigates unfair business practices.

The Ministry of Transport and Infrastructural Development also oversees cross-border transport operations and can take action against companies engaging in deceptive fee practices.

Furthermore, consumer advocacy groups can assist in escalating complaints, ensuring businesses are held accountable.

Legal action is another avenue for passengers who suffer financial loss due to unfair charges.

The Small Claims Court and consumer protection legal services are available to help reclaim funds when disputes arise.

This incident underscores the urgent need for standardised baggage policies among cross-border transport companies.

It is unacceptable for bus operators to impose random charges without verifying luggage weight and deny passengers access to scales.

A “weigh-before-charge” policy should be mandatory at all departure points.

Passengers are encouraged to document interactions with service providers, keeping receipts, messages and videos as evidence.

Service providers that resort to unethical pricing tactics risk damaging their reputations and losing customer trust in the long run. For consumers, the lesson is clear: Never accept excessive charges without verification.

Knowing your rights and taking decisive action can help prevent injustices and ensure ethical business practices are upheld in the transport industry.

Cresencia Marjorie Chiremba is a marketing consultant with a strong passion for customer service/experience. Contact details: [email protected] or +263712979461, 0719978335, 0772978335, www.customersuccess.co.zw