Low cost airline easyJet has apologised after a Belfast couple were “incorrectly” charged almost £100 to carry two small backpacks onboard an aircraft at Belfast International Airport.
The company said it intends to fully refund Cliona McCarney and offer “a gesture of goodwill” following the incident, which happened as she travelled from Belfast International Airport with her husband over the weekend.
The pair were told they were not allowed to “push” their bags into the sizer, before being asked to to pay £48 each to proceed with bringing the backpacks on their trip.
Ms McCarney said the “outrageous” incident was even more infuriating because her partner had travelled with the same bag and on the same airline without any problems just days earlier.
“Apparently you can’t push your bag to get it in the bag sizer, it has to drop in by magic,” she posted on X.
“Appalling customer service from two very rude and aggressive staff at Belfast Airport.
“They both easily fit in with room but apparently you have to ‘drop and go’ and [you’re] not allowed to touch your bag to place it in.
“Absolute nonsense.”
The traveller insisted the luggage “definitely fit the measurements” permitted by the airline.
Charged £48 to fly with this backpack by @easyJet, despite flying with it on same airline on Thursday. Apparently you can’t push your bag to get it in bag sizer, it has to drop in by magic. Appalling customer service from two very rude and aggressive staff at @belfastairportpic.twitter.com/J3ERHQ9AJj
— Clíona McCarney (@clionamccarney) September 21, 2024
Despite the “drama”, the couple continued with their city break in London which included a walking tour and a world title boxing match at Wembley where Anthony Joshua and Daniel Dubois went head to head on Saturday night.
However, they were left deflated as Joshua was demolished by his opponent in just five rounds.
Belfast boxer Anthony Cacace’s retention of his IBF and IBO World super-featherweight titles following a unanimous points win over Josh Warrington helped soften the blow inflicted by easyJet.
“It really took the shine off our day and cost us £98,” she told the Daily Star.
“That could be a huge chunk of someone’s budget for their trip.
“Outrageous.”
BBC NI weather presenter Barra Best was among the many social media users to respond to Ms McCarney’s online post.
“That’s horrendous,” he wrote.
“Have witnessed that happening before and never understood why.”
Many others shared tales of similar experiences and expressed anger at easyJet.
“I saw a woman shoving a clearly oversized duffle bag into an easyJet bag sizer at the gate,” one person wrote.
“Staff waited for it to be pushed in fully so this is an absolute scam.”
The airline’s website states that “cabin bag allowance is one small cabin bag (max. 45 x 36 x 20 cm) which needs to kept under the seat in front of you”.
An easyJet spokesperson previously told the Daily Star: “Our ground crew must ensure that customers’ cabin bags are within the maximum dimensions to safely and securely fit where they need to be stowed in the cabin and so customers will sometimes be asked to check this using our baggage size gauges in the airport.
“We clearly inform customers of maximum cabin bag dimensions when booking, via email before they travel and it is also clearly displayed on boarding passes.”
But in an updated statement to this newspaper, a spokesperson said the “misunderstanding” is now under investigation.
“We are very sorry that Ms McCarney was incorrectly charged for her cabin bag on EZY47 from Belfast to Leeds Bradford,” they added.
“This was due to a misunderstanding at the gate by the check-in agent and we are looking into her feedback about her experience as this is not the level of service we expect for our customers.
“We will be reaching out to Ms McCarney and will be processing a refund in full as well as offering a gesture of goodwill for the inconvenience caused.”