- Woman begs officials at Sofia Airport after luggage dispute
- Ground staff accused of lack of compassion
- Bulgarian minister orders probe, slams airline handler
A female passenger at Sofia Airport, Bulgaria, burst into tears and fell to her knees after she was barred from boarding a Ryanair flight due to her hand luggage exceeding the airline’s size regulations.
Eko Hot Blog reports that the dramatic scene unfolded when the woman was denied access to a flight bound for Vienna. Witnesses said she pleaded with border police and banged on a locked door after airline staff insisted her carry-on bag did not meet size requirements.
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She was reportedly offered the option to pay an additional fee, which she refused, insisting her bag was within the airline’s allowable limit. When she attempted to appeal emotionally, she was ignored.
Another traveller, Nikolay Stefanov, who filmed the incident, said passengers were warned the entire flight would be cancelled if boarding was delayed. “She was pleading with us not to leave, but we were threatened that the flight would be called off,” Stefanov said.
One passenger without luggage issues was allegedly removed when boarding was briefly reopened. A staff member also attempted to grab a phone from someone recording the scene and allegedly concealed their name badge.
Passengers expressed frustration at the treatment of the woman and criticised what they described as an inhumane approach by ground handling staff.
Bulgaria’s transport minister has now intervened, ordering a full review of CCTV footage and imposing the highest possible fine on the ground-handling company. The minister also warned that the company’s licence could be revoked if similar incidents occur in future.
Despite public backlash, the operator maintains that its staff acted professionally and simply enforced Ryanair’s baggage policy, which allows one free personal item not exceeding 40 cm × 20 cm × 25 cm.
The incident has sparked a wider conversation about airline baggage enforcement and how airlines treat passengers during disputes.
