On 30 Sept. 2024 I took the flight of your company from Sofia, Bulgaria, to Athens, Greece. I was treated in a very rude and insulting manner by your representative at Sofia airport and was forced unjustly to pay an extra sum for my wife’s and my baggage. At the check in step we were requested to add money for our onboard trolley. I said that it is included in my booking, and still they insisted on me paying. I managed to find our booking confirmation where it was clear that the price included an 8 KGS hand luggage and a personal item (attached). They seemed to be convince and completed our check in procedure. Later, as we were about to board the request for an extra payment was repeated in what sounded like a vengeful tone: “I told you!”. Again, I explained that my booking included the 8 KGS trolley and that I proved it during check in. Your most unpleasant reps insisted that I have to pay. We were among the last people to board and it was clear that they were putting such pressure to the point that we could have missed the flight. I simply didn’t have the time or nerves to argue again. Why did they accept my claim at the check in and did not prove to me the other way? It was obvious that they held something against us. My friend who was on the flight had the same booking like us (I did it all on my laptop) but he was not requested to add money. The whole situation was infuriating, humiliating and frustrating for me and for my wife.