Institutionalised theft

I bought an upgrade for my wife for her return flight from Auckland to South Africa (both for comfort and luggage). The upgrade was according to Qantas' bidding system. The terms and conditions of the upgrade clearly states that she \will be entitled to all inclusions of the upgraded class". It was addressed to her personally and specifically written there. She therefore packed 10kg of additional luggage (40kg). When she got to the airport they refused to take it. They insisted that she pay NZ$800 kg for the additional luggage. She therefore left it behind.<br> Her booking reference was 70TX5E. I can provide all the supporting documents around the offer"