Etihad Airways has responded after The Bachelor's Brittany Hockley lashed out at the airline after being charged $1000 for extra baggage on a flight from Sydney on Friday.
In a statement to Daily Mail Australia, a representative for Etihad Airways said: 'Etihad is aware of this particular case and while we are disappointed that Ms. Hockley was not fully satisfied with her travelling experience, we stand by the way this case was handled.
'Ahead of the flight, our guest services team informed the passenger of the excess baggage fee per kilogram, which is fixed according to the end destination. It was also explained that as a codeshare flight, excess baggage had to be purchased at the airport.
'Due to the limited capacity available in support of critical cargo movements globally, there is, unfortunately, a premium on cargo and baggage costs.
'While we do our best to accommodate guests, it is not always possible to provide upgrades at the time of check-in, depending on the catering provisioned for the flight.'
The Bachelor star shared a number of Instagram Stories and videos on Sunday, revealing that she had trouble booking an extra bag online.
She was travelling from Sydney on a work permit to provide administrative services for her tennis player boyfriend Jordan Thompson, who is competing in Europe.
Upon arrival at the airport, the 32-year-old claimed she was hit with a $1000 fee for the bag, and denied an upgrade to first or business class when she asked.
Brittany wrote: 'So because I'm working overseas I had to take an extra bag for equipment. So a total of two bags.
'I tried to book the extra bag online but the website wouldn't let me. So I called up. They also wouldn't let me. Said it had to be done at the desk. Asked for a cost for an extra bag, she "couldn't tell me - she had no figures".'
She went on: 'I get to the airport, they charge me an extra $1000 for one bag. On an empty flight. $1000 for one bag.
'So I asked if I have to pay an extra $1000 now can I at least upgrade. They said no, they can't, because "it's a food thing." Actually Unbelievable @etihad'.
The former reality star then deflected potential concerns that she could be seen as 'entitled' for making the request.
'Asking for the upgrade is not being 'entitled' but that's what it costs to bid for the upgrade anyway.
'And the seats were empty. I've never flown anything but economy ever so would have been nice seeing as though I paid the extra anyhow. FYI First class and the other cabins had a few people in there,' she said.
'I get that they need to make money, but not being able to do it on the website OR over the phone then being stung for $1000 at the airport and no upgrade when I've paid the money anyway and it made no difference once on the plane seemed a lot.
'Like, $1000 for an extra bag under any circumstance is ridiculous'.
Brittany also shared video of the empty-looking plane, with the caption: 'I hope they serve me first'.
Photos surfaced on Monday showing Brittany getting into a heated conversation with Etihad Airways staff over her excess-baggage fee at Sydney Airport on Friday.
She appeared agitated as she confronted a staff member about being charged an additional $1,000 for travelling with an extra bag.
At one stage, Brittany even pointed her finger at the airport worker while trying to check in her two suitcases.
Moments later, two police officers arrived at the check-in desk.
Daily Mail Australia has contacted Brittany Hockley for comment.
