Ryanair luggage rules spark controversy and consumer action
British woman Catherine Warrilow had to pay Ryanair an additional fee of CA$ 125 for a suitcase with an expandable lock. Although her travel bag met the dimensions for carry-on baggage, 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 the Daily Star, which publicized the issue, attracting attention from many who were considering travelling with Ryanair.
The suitcase fit in the frame. Ryanair penalized the passenger
Oxford resident 45-year-old Catherine was flying from Stansted Airport to Seville. She had purchased priority boarding, carry-on baggage up to 10 kg, 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 extending 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 2.5 cm too large. Catherine had a choice: pay an additional CA$ 125 or leave the suitcase. Fearing the issue would recur on her return trip, she opted for an additional CA$ 60 fee to check in the suitcase, totalling CA$ 195.
She sought legal help. 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 appropriate legal arguments support claims.
She encourages travellers 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 from September 1
When considering the regulations, it's worth remembering that new rules will apply at several European airports from September 2024.
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 temporarily reinstated the maximum allowable 100 ml container capacity for liquids that can be carried in hand luggage.
