EasyJet review: Charge for baggage

I dont normally make a complaint but in this instance I feel that I needed to

I have been travelling with Easyjet now for many years and in this instance I have never felt more humiliated and embrassered by the way I was treated by an Easyjet member of staff at the boarding gate at Faro Airport.

The incident took place at Faro Airport on 26th September around 9.30 am

We arrived at the airport and went to Check in with a large case and a small case. We were allowed 2 pieces of luggage of 23kg to be booked in however at the check in gate the young man put the larger case which weighted 20.8 kg through into the hold.

We asked about the smaller case and he looked at the smaller case and said it was ok to take on as hand carry so we proceeded to the boarding gate to get our flight.

At the boarding gate a man took our passports and checked them and then said that we could not take the smaller case on board as it was too big and said we would need to pay 58 Euros for it. We started to explain that we had asked at the check in gate about it and that we had an allowance of 2 cases of 23kg each however the young man had said that the case was ok so why are we now being asked to pay to take it on board.

The man then was really arrogant and rude and proceeded to say that either take all your belonging out of the case and take them with you leaving the case behind or pay 58 Euros and would not listen to what we where trying to say and wouldn't let us speak. He then asked the lady beside him to take the payment of us which she then came over to us. She was very pleasant and took the payment however my husband and I explained to her what had happened and she said we should have told her about the 2 cases before she took the payment and we said we did say to the rude man we spoke to first.

The lady in turn went back to the rude man we first spoke to and he basically shrugged his shoulders and said if thats what happened then the young man at check in would get sacked(Fired) for telling us that and walked away. He didnt want to listen to what we where trying to explain.

The lady then went to take our case to put in the hold even though we had said what had happened and why should we have to pay twice for a case we had already asked about. She in turn turned to the first man and he again shrugged his shoulders and said take it and walked off leaving us standing with the lady.

I have worked in Customer Service for almost 35 years and this is not the way staff members should be speaking to any customer never mind being so rude and arrogant.

This is the first time we booked an Easyjet holiday even though we have been travelling with Easyjet for years back and forth to Europe and the UK but never have I ever seen or experienced this type of behaviour.

The arrogant and rude way he spoke to us is unexceptable and there was no reason as to the way he treated us when we politely tried to explain what had happened.

This was a small hand carry case which would fit under the seat on the plane and we have used this numerous times. We had no issue with it on our flight on the way out of Belfast and there was no reason why there should have been an issue flying from Faro even though we asked at time of check in about the case to be told that it was ok.