A festive trip to Verona turned into a stressful experience for Lisa Sheasby, 58, and her husband Fabio Lima, 49, when they were charged a total of £150 at the gate by Ryanair for their carry-on suitcases. Despite ensuring their bags met the airline’s size requirements, the couple claim they were pressured to pay £75 each just before boarding their flight from Birmingham Airport on December 28.
Lisa, a floral designer, says they were not alone – about 15 other passengers faced the same fees, with some becoming “crying and distressed” over the sudden charge. She provided photographic evidence showing that both her branded suitcase and her husband’s unbranded bag fit within Ryanair’s baggage sizers. However, the gate staff allegedly refused to acknowledge their compliance.
After lodging a formal complaint, Lisa reports that Ryanair declined to review the evidence or offer any assistance, instead directing them to seek resolution through Alternative Dispute Resolution (ADR). Ryanair responded by stating that the couple had purchased “Regular Fare” tickets, which include allowances for a small personal bag and a 10kg cabin bag. The airline maintains that their bags exceeded the permitted size, justifying the gate fee.
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Feeling that Ryanair exploited passengers to generate extra revenue rather than enforcing genuine safety standards, Lisa hopes her warning will alert other travellers. “It’s not just about the £150 we paid; it’s about a large company ignoring its own rules to extract hard-earned money,” she said.