EasyJet review: Treatment by staff / being charged extra for baggage

Sadly myself and partner were treated extremely badly and were humiliated by an Easyjet member of staff on our return flight from Tenerife to London Gatwick on Saturday, 21 October (EZY8036). We had booked a short break to Tenerife (Monday to Saturday) and had booked it all through Love Holidays. We flew out with TUI (no problems) and flew home with Easyjet (big problems).

When we booked the package holiday through Love Holidays we opted for the cabin bag option for both flights. Because it was a short break we did not need hold suitcases.

We were ready to board (the already 35 minute delayed flight) but the queue was held up because there was another delay getting passengers on the plane. Mine and my partners boarding passes and passports were checked in the queue and ticked off without issue.

However we were still stood in the queue some 10 minutes later and it was at this point a female member of Easyjet staff came over and said there was an issue with our bags. They were too big to travel and we would have to pay for them if we wanted to take them on the plane. I explained to the lady that these were the same bags that we came out with on Monday as part of our package holiday and she said "No, you lie!" Shocked at the way I had been spoken to I said, excuse me. She said "stop lying". I said the bags were the same that we flew with on Monday so I didn't understand the issue. She called me a liar again and started getting very aggressive towards me and started shouting at me in Spanish and stamping her feet. I asked her to speak to me in English and to calm down but she just kept shouting "no" at me and did not allow me to speak. She said I had to pay or I couldn't fly. She asked me to put the bag in the metal container that measures bags but the container was at an angle and the Easyjet staff refused to get out of my way so I couldn't put the bag in flat so it obviously wouldn't fit the container properly. Easyjet didn't even look at my partners case (which was substantially smaller than mine) but insisted he had to pay for his as well. We were not even given the option to prove to Easyjet that this case was smaller and would have easily fitted the container.

The Easyjet member of staff kept shouting "you pay" at us whilst her partner was maintaining the queue and checking passports. When I tried to ask the lady something she kept asking her colleague to explain what we were saying to her.

I asked to speak to her colleague instead as her understanding of English was better but then she shouted at me and said "no fly, no fly". I asked what on earth she was talking about and she said we were not able to fly because we were being aggressive. I said she was being aggressive and we were trying to have a conversation with her.

I then asked the Easyjet member to explain where we were at as we were confused. She was saying we couldn't fly but still shouting at us to pay for the bags. I asked her to clarify the position as if we weren't flying I wasn't going to pay. She again asked her colleague what I said as she didn't understand.

We went round in circles for a couple of minutes and then then the Easyjet member thrust the payment terminal at my chest and said "you pay" again. I felt we had no choice but to pay as we were being threatened by the Easyjet member of staff and we didn't want to be stranded in Tenerife. I paid and as soon as the payment went through the staff member laughed and said "you fly now". I felt that we had been set up and it was just something for the staff to do whilst the passengers were queuing for the plane. It was humiliating and myself and my partner were traumatised by the whole event. People were staring at us in misbelief as to how we were being spoken to and we also watched other passengers get on the plane with bigger cases than we had. Easyjet were only interested in obtaining money under false pretences from us. There was no issue with the bags on the way out but Easyjet made sure there was an issue on their flight. The whole incident has left a very bad taste in my mouth as the Easyjet staff treated us like criminals and called us liars.