Ryanair Under Fire After Sobbing Passenger Blocked Over 'Oversized' Bag That Fit the Sizer

Popular ultra-low-cost airline Ryanair is at the centre of yet another public outrage after a viral video on social media showed a passenger sobbing after being denied boarding on a flight to Vienna.

Her hand luggage was deemed too large for Ryanair's 'small personal bag' rules and has been a notorious part of Ryanair's efforts to minimise operational costs and save space in the cabin hold.

What Transpired in the Incident

In a video posted by Nikolay Stefanov on Facebook, a woman passenger at Sofia Airport in Bulgaria showed her kneeling, sobbing, and banging on a door as passengers were forced to board without waiting for her.

'She was pleading with us not to leave, but we were threatened that the flight would be called off,' the user said.

The user also noted that airport staff had reportedly warned that the flight could depart without her if others delayed boarding further. Another passenger behind her in line was also denied boarding—allegedly to prevent the gate from reopening.

'What shocked me most was the utter lack of compassion from the staff member, who looked right through the woman with complete indifference. Even though they could have resolved the problem, they simply refused,' he added.

How Bulgarian Authorities Responded

Bulgaria's Deputy Prime Minister and Transport Minister ordered an immediate investigation, calling the staff's behaviour 'outrageous.' He promised the highest fine for the ground handler if misconduct is confirmed.

He has also promised that the primary ground handling company will be identified and subjected to the maximum possible fine, along with receiving a formal verbal warning, according to a report from Fakti.bg.

Ground Operations Maintains' Professionalism'

Following the fiasco, the airport's ground operations operator, Goldair Handling Bulgaria, stated that their staff conducted themselves professionally throughout the incident and emphasised that no physical contact was made with the passenger at any point.

'The employee merely complied with the rules and procedures of the airport operator and the airline by indicating the permissible dimensions of the baggage and checking for compliance,' the company stated, as shared to BNT News.

They also added that all regulations concerning passengers' baggage—including size limits and applicable fees—are established solely and unilaterally by the airlines.

'We believe that all employees at Sofia Airport, including those of ground handling operators, deserve the necessary respect—both personally and for their work,' the company also added.

Ryanair's Response & Ruling

Speaking to The Sun, Ryanair explained that the passenger had purchased a Basic Fare ticket for the Sofia to Vienna flight, which only permitted a small personal item as carry-on.

'As this passenger's bag exceeded the permitted size, they were correctly required to pay a standard gate baggage fee; however, they refused to do so and became aggressive towards gate staff,' the company explained.

Due to this behaviour, the gate agent ultimately denied them boarding.

For context, Ryanair's free baggage policy allows only one personal item, with maximum dimensions of 40 cm x 20 cm x 25 cm –roughly the size of a small backpack or laptop bag. Anything larger requires Priority Boarding or an extra fee.

It is worth noting that the airline has recently gone viral after its CEO, Michael O'Leary, told employees in an internal email that airline staff will have their bonuses paid out increased for spotting oversized luggage. Currently, Ryanair pays staff approximately €1.50 (£1.30) for stopping passengers with oversized bags.

As investigations proceed, it remains to be seen whether any disciplinary action will be taken. Meanwhile, the episode serves as a stark reminder for travellers to review fare restrictions carefully and for airlines to balance policy enforcement with empathy and clear communication.