EasyJet charged a father of two and his family £144 in fees for their hand luggage because the bags were “1 cm too big,” which startled and angered him. When they were confronted with the additional expenses at the airport, Nick Proctor, 44, and his wife and two children were on an all-inclusive family vacation to Rhodes.
He asserts that no one at Bristol Airport’s check-in counter questioned the size of the family’s luggage, but when they were made to measure their bags in an easyJet luggage sizer at the gate, they were charged.
Proctor’s baggage was seized and placed beneath the aircraft after he paid the fine. The incident, according to the family, “took the edge off the holiday” and led to “tension” between the pair.
Nick and his family, who flew with easyJet from Rhodes to Bristol Airport, were not questioned about the amount of their bags when returning to the UK. As part of their complaint, they said: “If I don’t receive my refund, I won’t be flying easyJet again, just out of principle.”
EasyJet instructed Proctor to include images of his bags next to a tape measure and confirmation of payment for the excess costs with his complaint.
“We clearly inform customers of their bag allowance and bag dimensions when they book, via email before they travel, and it is also clearly displayed on boarding passes,” an easyJet representative said.