EasyJet issues refund after passenger left furious for being wrongly charged for small backpack

EasyJet has apologised and refunded a customer who was left fuming after she was wrongly charged £50 for a small bag.

Cliona McCarney and her partner were boarding a flight at Belfast International Airport when they were told by staff that their luggage did not fit into the bag sizer at the desk.

McCarney had previously used the same bag on the same airline earlier that week, where there were no problems with it and qualified as hand luggage.

The couple were told they were not allowed to push their bags into the sizer and it had to fit “by magic”, and staff said they needed to pay a fine of £48 each before being allowed to board their flight.

Begrudgingly handing over the money, the couple boarded the plane “appalled” by the customer service of the staff.

McCarney took to social media to vent to her followers about the ordeal.

“Charged £48 to fly with this backpack by easyJet despite flying with it on the same airline on Thursday,” she wrote on social media.

“Apparently you can’t push your bag to get it in the bag sizer, it has to drop in by magic. Appalling customer service from two very rude and aggressive staff at Belfast Airport.”

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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 @belfastairport pic.twitter.com/J3ERHQ9AJj

— Clíona McCarney (@clionamccarney) September 21, 2024

She further claimed: “They both easily fit in with room but apparently you have to “drop and go” and are not allowed to touch your bag to place it in. Absolute nonsense.

“The bag definitely fit the measurements and within the sizer, the issue as I see it is the ‘drop and go’ policy which seems to be new and I also don’t see it anywhere on easyJet’s website.”

EasyJet had initially defended their staff, stating that the airline “clearly informs customers of maximum cabin bag dimensions when booking, via email before they travel and it is also clearly displayed on boarding passes”.

However, they have since changed their tune and apologised to the couple.

An easyJet spokesperson confirmed the airline would be offering a refund, and said it was “very sorry” that she was “incorrectly charged”.

“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.”

They added: “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.”

The airline’s website does not mention the ‘drop and go’ policy. It simply states that “your 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”.