An NHS physician had a dispute with EasyJet alleging that the airline ejected her from a flight due to issues with her baggage, despite her luggage fitting correctly. Dr. Vana Katsomitrou was heading to Alicante, Spain, for a four-night vacation with only hand luggage, but her plans were disrupted at London Luton Airport on Christmas Eve. The doctor claimed she was asked to test her bag in a sizer, which the airline employee deemed too large. However, Vana insisted that the bag fit comfortably inside the measuring box and even tried to show this to the worker by tapping her shoulder. In response, the staff member accused Vana of harassment and raised her voice, ultimately preventing the doctor from boarding the flight.
Despite offering to pay the £60 luggage fee and removing items from her bag to comply with the size requirements, Vana was still not permitted to fly to Alicante. EasyJet later stated that Vana was considered disruptive after adjusting her bag, hence the decision to deny her boarding. Vana expressed her disappointment, mentioning that she had planned a short trip to join friends for Christmas in Spain but ended up spending the holiday alone due to the incident, which she felt ruined her festive season.
Following a complaint to EasyJet, Vana received a response indicating that a staff member had felt threatened by her behavior, leading to the flight refusal. While the airline did not disclose specific details for security reasons, they assured Vana that her feedback was taken seriously and provided her with a £13 refund. Vana, dissatisfied with the outcome, vowed never to fly with EasyJet again unless absolutely necessary. She emphasized her careful communication due to her profession in the NHS and expressed dismay over the airline’s handling of the situation.
An EasyJet representative clarified that their ground crew ensures bags meet size requirements for cabin storage and the convenience of all passengers. In this case, due to Ms. Katsomitrou’s disruptive behavior towards the gate team, she was denied travel. The airline condemns any form of abusive or threatening conduct towards its staff.
