LONDON- An NHS doctor says she was denied boarding on an easyJet (U2) flight after a dispute over cabin baggage size at London Luton Airport (LTN). The airline states the refusal followed disruptive behavior at the boarding gate.
The passenger claims her bag fit within the allowed limits after adjustments, yet staff refused her travel to Alicante (ALC). EasyJet maintains staff followed procedure and acted due to conduct concerns.
easyJet Passenger Denied Boarding at Luton
Dr. Vana Katsomitrou, an NHS doctor from Wembley Park, was traveling from London Luton to Alicante for a four-night holiday with only hand luggage. During boarding, a staff member asked her to place her backpack in a baggage sizer after judging it oversized, Stroud News reported.
According to Dr. Katsomitrou, the bag fit comfortably after she removed a denim jacket and put it back on. She says she lightly tapped a staff member’s arm to show compliance, which led to the staff member warning her not to touch her and accusing her of harassment.
Despite apologizing and offering to pay the £60 cabin baggage charge, she says staff still refused boarding. Her ticket reportedly cost £160.
Dr. Katsomitrou claims staff at the gate were already strict with other travelers over luggage size. She insists she was not aggressive and apologized immediately if her action caused discomfort.
She later filed a complaint with EasyJet and says she was offered only a £13 refund. She also reports being told her conduct was disruptive, which justified denying boarding.
Following the experience, she stated she would avoid flying with the airline again except in extreme circumstances.
EasyJet’s Response and Policy Position
EasyJet confirmed that passengers may be asked to place baggage in measurement gauges to ensure compliance with cabin limits and fairness toward travelers who paid for additional baggage.
The airline said its report showed the passenger’s luggage initially exceeded the allowance, and items were removed so the bag would fit. However, EasyJet claims her behavior toward staff was disruptive, leading to the refusal of travel.
The airline also stated it does not tolerate threatening or abusive behavior toward staff and declined to disclose further details for security reasons.
Cabin Baggage Rules and Boarding Decisions
Airlines commonly enforce strict cabin baggage rules to ensure safe storage and fairness for passengers who purchase larger baggage allowances. Disputes sometimes arise when luggage size is borderline or when adjustments are made at the gate.
Airlines retain authority to deny boarding if staff believe passenger conduct threatens safety or disrupts operations. Such decisions often depend on staff reports and airport procedures at the time of the incident.
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