Low-cost airlines are finding new and clever ways to extract money from passengers by tightening their rules on hand luggage.
Norma Latham, 76, was horrified when her son Stuart was detained as he boarded an EasyJet flight home from his holiday in the Spanish resort of Benidorm in May.
Stuart, 51, had kindly offered to carry his mother’s hand luggage on the plane while also carrying his own bag.
But when asked to show his boarding pass, staff at Alicante airport demanded Stuart pay 58 euros (£50) to bring his navy and white polka dot bag on board.
Norma was furious after having to pay £50 for a bag she says was clearly hers.
Norma, a retired podiatrist from Brentwood in Essex, said: ‘Despite politely explaining it was my bag (as it obviously was) and pointing to a spot further ahead, the attendant didn’t move.’
The couple had already paid for these bags as part of their daily allowance when they bought their tickets and were not breaking any rules.
However, Stuart was told he could not board the plane until the money was delivered to him.
Norma says: ‘I was forced to go back to the gate and pay the fee before we were allowed to fly home. We ended up being the last ones on the plane.
“My son was just trying to be nice. He shouldn’t be fined for trying to help.”
Travel experts warn that airlines are increasingly stopping passengers at the gate if they believe they have breached restrictions.
Low-cost airlines have drastically reduced the size of hand luggage that passengers can carry in order to extract more money from them. This trick allows them to sell tickets at very low prices, until the baggage allowance is added.
Low-cost airlines have drastically reduced the size of hand luggage that passengers can carry.
As long as you stick to each airline’s different size and weight restrictions, you’ll usually be able to take one small bag for free and one larger cabin item that you’ll have to pay for separately. This is often sold as part of a more expensive “priority” ticket option.
Aware of the size changes, Norma had spent £35 on a new cabin bag to ensure it would fit under the seat in front of her.
On the other hand, he had paid an extra 50 pounds to put a suitcase weighing up to 23 kilos in the plane’s hold.
Norma herself was carrying a duty-free shopping bag, which is usually considered separate from the carry-on baggage allowance if items are purchased after check-in.
She says: ‘Stuart was helping me with my carry-on luggage because I had a couple of bottles of duty-free rum in a sealed plastic bag.’
Furious at the way she was treated, Norma emailed easyJet requesting a refund once she returned home.
Eight days later, EasyJet’s ‘resolution support’ team replied: “Your son had brought two cabin bags to the gate, which is why he has been charged. I regret to inform you that we are unable to honour your refund request.”
Norma was undeterred and responded immediately because she felt the airline was still making a mistake. Eight days later, EasyJet responded, this time thanking her for “reaching out” and offering her a flight voucher worth 58 euros.
Norma says: “Approaching elderly or sick people who might need help with their bags is disgraceful behaviour.”
Norma accepted the voucher and the next day easyJet replied: ‘We regret that you found the baggage charge unfair due to physical limitations.
‘In case of excess baggage, even if it belongs to another passenger, additional charges will apply. This is to ensure the safety and comfort of all our passengers. Your suggestion to make it clear at the boarding gates that each passenger must carry his or her own luggage is noted.’
An easyJet spokesperson said: “We regret that Mrs Latham’s son was incorrectly charged for extra baggage belonging to his mother. Our ground staff were unaware that they were travelling together. We apologise for the misunderstanding and will be refunding the amount charged, as a gesture of goodwill.”
Norma is using the voucher to book a trip to Gran Canaria in January. Travelling alone, she will have to carry her own bag, so at least she will save herself a fine.
What should you do to avoid fees? According to market research firm IdeaWorksCompany, baggage fees can account for a quarter of revenue for low-cost airlines that rely on these extras.
Travel experts warn that airlines are increasingly stopping passengers at the gate for their luggage
Check each airline’s carry-on baggage restrictions, as they vary widely. Don’t forget to include wheels in your measurements and a handle that can stick out.
Ryanair has reduced the size limit for free hand luggage from 55x40x20cm (the size of a small wheeled suitcase) to 40x20x25cm (the size of a laptop bag).
The airline may charge £45 if your free carry-on bag is oversized and £70 if the largest carry-on bag is too big or weighs more than 10kg.
Three years ago, EasyJet changed the size of its free hand luggage allowance from 56 x 45 x 25cm – the size of a small backpack – to 45 x 36 x 20cm – the size of a handbag. If you go over the hand luggage allowance, you will be charged a £48 fee.
Wizz Air has reduced the free baggage allowance from 55 x 40 x 23cm (a small backpack) to 40 x 30 x 20cm (the size of a carry-on bag). It can charge between £10 and £106 for a single trip if your bag is too big or weighs more than 10kg, depending on when and where you fly.
The hope is that this move will encourage more passengers to spend more (typically between £6 and £50) to get an upgraded seat that includes the option to add a larger carry-on bag.
If these limits are breached, passengers may face a stiff fine and may also have to hand over their luggage for storage in the hold at an additional cost.
Katy Maclure, an expert at money-saving travel website Jack’s Flight Club, says: “It’s cheaper to buy the required baggage allowance, although some people may still be tempted to gamble to avoid getting caught.”
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