sevenyearolds

A mum described the moment she was charged £55 for her daughter’s suitcase as ’embarrassing and humiliating’ after Ryanair staff claimed it was too big for the hand luggage sizer

A mum who was forced to pay £55 for her daughter’s suitcase on a Ryanair flight says she was caught out by the airline’s “petty” wording.

Luana Botas was travelling home from a six-day trip to visit family on April 3 when she was stopped at Budapest Airport over her daughter’s case.

The 43-year-old was told to put her seven-year-old’s hardshell case into the hand luggage sizer. She was then ordered to pay £55 when it was too large.

Project manager Luana however pointed out that the airline’s website says Trunki or “Trunki-style” cases can exceed the restrictions and still be accepted on board. A Trunki is a ride-on style suitcase aimed at toddlers.

The Ryanair website states children aged between two and 11 are allowed one Trunki case that can exceed the dimension limits of a small bag – 40 x 30 x 20cm. It says this extends to other brands with “similar dimensions” as well as Trunki cases.

The mum-of-one accepts that her daughter Maia Robinson was carrying a case that was 48 x 26 x 33cm, but believes it fits the description. Ryanair, however, says this exceeds the dimensions of a Trunki suitcase (46 x 20 x 31 cm).

Luana says she was fine travelling through Birmingham Airport, describing the moment as “embarrassing and humiliating”. She said: “I went through Birmingham Airport and no one bat an eyelid, it was absolutely fine.

“We had two backpacks and they were pretty much the same size. On Ryanair’s website, there’s a section that says kid’s luggage, like Trunki and other similar brands, are exempt from the strict limit.

“We were going through the boarding procedure at Budapest when a staff member signalled for me to put my daughter’s luggage in the sizer. My bag was fine, even though it was the same size.

“[My daughter’s case] only went halfway and because it’s a hard shell, it didn’t go all the way down. She asked me to pay the surcharge.

“I tried to explain to her that I had no issues going from Birmingham to Budapest and that a Trunki is allowed. I couldn’t get through to her in any way and boarding was almost complete.

“I said ‘even though I’m trying to explain to you that this is your own policy, you’re still going to charge me? And she said ‘yes I need a passport please’.”

Luana, from Birmingham, continued: “We went through the very embarrassing and humiliating procedure of me paying for a service that was exempt.

“I was genuinely in such shock. This was just a little pull-along for my daughter to enjoy.

“The policy on Ryanair’s website says similar brands are exempt. This was [bought online] and [the website] said it was under-seat cabin approved.

“It’s wrong to have a policy that you make an exemption for and then still charge me.”

A Ryanair spokesperson said: “This passenger’s bag exceeded the permitted dimensions, and they were correctly required to pay a standard gate baggage fee (£55) by the gate agent at Budapest Airport.”