A couple from the Midlands have issued a stark warning to other holidaymakers after they were hit with a £150 charge for their hand luggage by Ryanair just as they were about to board their flight.
The Costly Pre-Flight Shock
Lisa Sheasby, 58, and her husband Fabio Lima, 49, were embarking on a festive getaway to Verona, Italy from Birmingham Airport on December 28, 2025. As they prepared to board, gate agents informed them their carry-on suitcases were too large and demanded a payment of £75 per bag.
Lisa, a floral designer, told BirminghamLive she felt the incident was a "targeted money-making exercise rather than a safety policy." She claims they were using luggage designed to meet Ryanair's specific measurements and that photographic evidence proves the bags fit the airline's sizing gauge.
"Crying and Distressed" Passengers
The couple were not alone. According to Lisa, around 15 other passengers faced similar charges at the gate that day, with some left visibly upset. "Some left crying and distressed," she reported.
After returning from their trip, Lisa lodged a formal complaint with Ryanair on January 4, complete with photos of her bag in the sizer. The images showed the width at 20cm – the exact limit stipulated by the airline – and the wheels not surpassing the scale.
However, the Ryanair customer service team later stated they could not help further and directed the couple to an Alternative Dispute Resolution (ADR) scheme. "Ryanair has since point-blank refused to even review my evidence," Lisa said. "This isn't just about my £150... it's about a major company ignoring its own rules."
Ryanair's Firm Stance on Baggage Policy
In a firm response to the claims, a Ryanair spokeswoman defended the charges. She stated the pair had booked "Regular Fare" tickets, which permit one small personal bag and a 10kg cabin bag onboard.
"As their cabin bags exceeded the permitted size, they were correctly required to pay a standard gate baggage fee (£75) by the gate agent at Birmingham Airport," the spokeswoman said.
The incident highlights the ongoing tension between budget airlines' strict baggage policies and passengers' understanding of the rules. Travellers are urged to double-check their airline's specific dimensions and weight limits before heading to the airport, as fees applied at the gate are typically the most expensive.
