Dramatic moment Ryanair passenger sobs as hand luggage row sees her banned from flight

Daily Mirror

28-07-2025

Dramatic footage from Sofia Airport in Bulgaria shows a tearful woman brought to her knees in distress, having reportedly been told her hand luggage was too large
A Ryanair passenger ended up sobbing after she was stopped from boarding a plane.
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Dramatic footage from Sofia Airport in Bulgaria shows a tearful woman brought to her knees in distress. She was seen banging on a door in frustration, begging security staff to allow her onto the plane.
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According to online reports, the incident took place on July 24 and involved a flight from Sofia to Vienna, Austria. Witness Nikolay Stefanov explained that the drama unfolded when staff working on behalf of the airline told the woman that her bag was too large.
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She claimed that it fit into the sizer, prompting an argument with gate staff and then the would-be passenger to turn to her fellow flyers, urging them not to leave her at the gate.
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"She was pleading with us not to leave, but we were threatened that the entire flight would be cancelled if we didn't get on the bus, so passengers became frightened and left," Nikolay said.
"What shocked me most was the utter lack of compassion from the staff member, who looked right through the woman with complete indifference. Even though they could have resolved the problem, they simply refused."
He claimed that the staff member attempted to confiscate the phone of a customer who was filming the incident. According to eyewitnesses, the woman's bag was a centimeter larger than the requirements, Boulevard Bulgaria reported.
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Bulgaria's Deputy Prime Minister and Minister of Transport Grozdan Karadjov has ordered an inspection of the airport's security cameras following the incident, Bulgarian news site Fatki.bg reports. He reportedly condemned the "outrageous behavior of the employee of the ground operator".
"Instead of making an effort to reduce the tension during these peak travel months, he contributes to escalating emotions and treats her rudely," he added. "Everyone agrees that the ground operator has not fulfilled its obligations to the required level."
A spokesperson for Goldair Handling Bulgaria, which provides the ground handling services for several flights operating out of Sofia Airport, insisted that the employee acted "professionally and without any physical contact with the passenger".
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In a statement provided to BNT News, the company said: "All rules regarding passengers' baggage, its permissible size and the fees payable for baggage are determined solely, entirely and unilaterally by the airlines, and Goldair Handling Bulgaria OOD is solely obliged to monitor compliance with these rules by the airlines.
"This also applies to hand luggage, as Goldair Handling Bulgaria OOD is obliged to monitor the dimensions of this baggage and collect excess baggage fees, which fees are determined by and are entirely for the benefit of the airlines.
"The employee only complied with the rules and procedures of the airport operator and the airline, indicating the permissible dimensions of the baggage and checking for compliance with them. They acted professionally and without any physical contact with the passenger."
Ryanair's hand luggage rules have long been a point of tension for passengers. The budget airline allows for passengers to fly for 'one small personal bag', free of charge. However, it must be sized 40cm x 20cm x 25cm and 'fit under the seat in front of you'.