RyanAir's expandable lock fee sparks refund after backlash
British woman Catherine Warrilow had to pay Ryanair an additional fee of €90 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 "mind bendingly ridiculous." The story was picked up by "Daily Star," which publicised the issue, attracting attention from many considering travelling with Ryanair.
The suitcase fit in the frame. Ryanair penalised the passenger
45-year-old Catherine, a resident of Oxford, was flying from Stansted Airport to Seville. She had purchased priority boarding, carry-on baggage up to 10 kilograms, 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 centimetres too large. Catherine had a choice: pay an additional €90 or leave the suitcase. Fearing the issue would recur on her return trip, she opted for an additional €42 fee for checking in the suitcase, totalling €132.
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 "goodwill gesture."
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 1 September
In the context of knowing the regulations, it's worth remembering that new rules apply from September 2024 at several European airports.
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 entirely abolish liquid limits in carry-on bags.
However, this technology did not meet expectations, so the EC temporarily reinstated the maximum allowable 100-millilitre container capacity for liquids that can be carried in hand luggage.
