Ryanair's expandable lock fee sparks social media outcry
British woman Catherine Warrilow had to pay Ryanair an additional 75 pounds for a suitcase with an expandable lock. Although her travel bag met the carry-on baggage dimensions, the airline determined it could potentially exceed permissible limits.
The passenger, frustrated with the situation, described her experience on social media, calling it "absurdly ridiculous." The story was picked up by "Daily Star," which publicized the issue, attracting attention from many considering traveling with Ryanair.
The suitcase fit in the frame, but Ryanair penalized the passenger
Forty-five-year-old Catherine, a resident of Oxford, was flying from Stansted Airport to Seville. She had purchased priority boarding, carry-on baggage up to 22 pounds, and an additional under-seat bag.
The passenger removed some items and clipped the suitcase with a strap to comply with the airline's requirements. Despite this, Ryanair staff refused her boarding due to the possibility of expanding the lock. Although the suitcase fit in the measurement frame, it was deemed to have the "potential" to exceed allowable dimensions.
At the gate, Ryanair employees stated that the suitcase was about 1 inch too large. Catherine had a choice: pay an additional 75 pounds or leave the suitcase. Fearing the issue would recur on her return trip, she opted for an additional 35-pound fee for checking in the suitcase, totaling 110 pounds.
She sought legal help, and Ryanair refunded her money
After returning, Catherine contacted Helen Dewdney, a well-known consumer rights activist. With her support, she filed an official complaint with Ryanair, arguing that her consumer rights had been violated.
Within 24 hours, Ryanair fully refunded the costs. The airline explained that the staff followed existing procedures, but the refund was granted as a "gesture of goodwill."
The activist observed that many passengers give up fighting with airlines and do not file complaints. Dewdney noted that airlines often back down when claims are supported by appropriate legal arguments.
She encourages travelers to become familiar with their rights and persistently enforce them, which can lead to a positive resolution of disputes.
Important changes in carry-on baggage starting September 1
In the context of knowing the regulations, it's worth remembering that new rules apply from September 2024 at several European airports.
Some airports (e.g., Aberdeen in Scotland, Amsterdam Schiphol in the Netherlands, Milan Malpensa, and Rome Fiumicino in Italy) have installed modern CT scanners using 3D technology to scan cabin baggage. As a result, they have decided to partially or completely abolish liquid limits in carry-on bags.
However, this technology did not meet expectations, so the EC decided to temporarily reinstate the maximum allowable 3.4 oz container capacity for liquids that can be carried in hand luggage.
