Extra costs not acceptable.

Hello.

I would like an explanation on why my wife had to pay for her luggage on her trip back and yet I paid for an extra bag on her trip going to Zimbabwe. Are you telling me that your passengers are not even given 20kgs for travel after buying a ticket. I use you guys all the time and I have never experienced this. Do you mind explaining what happened...

Please respond. I just had to pay another $30 right now which honestly is not acceptable