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That's also partly on the airline. I recently had a similar experience with a ticket booked through I think Expedia. Bags on the return flight were supposed to be included. When we checked in, the machine wanted to charge for bags. We showed the agent the booking email, she made a quick call, and waived the bag fee. It was odd to me from the start that bags were included only on the return flight, but I attributed it to international travel.

The issue isn't about who's fault it is. The issue is that you can call Expedia when things go wrong but there's nobody at Google you can call.

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