A woman who is pregnant has voiced her dissatisfaction with easyJet, alleging that she was denied boarding a flight along with her young child following a dispute regarding luggage and fees, during which she referred to a staff member as “twisted.”
The incident occurred on August 25 when Ceállach Reid, an Irish folk singer, was traveling from Bristol Airport to Belfast with her two-year-old son. Upon returning home from visiting family in England, an easyJet staff member flagged an issue with her carry-on luggage, stating it needed to be checked in and that she would incur a charge for it.
Although the passenger contested the matter with the airport employee, she eventually agreed to pay the fee when the bag couldn’t fit in the overhead compartment. However, Ceállach was then informed that her son’s stroller would not be permitted on the plane, a rule she disagreed with as she had previously brought it on other flights.
At this juncture, Ceállach expressed her frustration by calling the staff member “twisted” due to the repetitive scanning of her boarding pass, as reported by Belfast Live. Subsequently, she was informed that she would be the last to board the plane, prompting her to contact her sister to relay the incident.
While on the phone, the staff member, accompanied by others at the gate, allegedly told her that she wouldn’t be allowed to board due to a lack of manners. Despite pleading with the staff to let her and her child on the flight, they refused and advised her to book another one.
Describing the ordeal as “horrendous,” the mother mentioned being “physically shaking” while recounting the events. easyJet has stated that they are investigating the circumstances surrounding the allegations and acknowledge that additional comments may have been made to the staff. They are actively engaging with Ceállach to gain a better understanding of the situation.
An airline spokesperson mentioned, “We understand the importance of making air travel as convenient as possible for passengers with young children. Therefore, we recommend that customers traveling with children under five can bring two additional items of luggage for free in the hold, including a stroller, or it can be accommodated in the cabin if pre-booked and within the dimensions of a large cabin bag.”
The spokesperson further added, “While Ms. Reid was appropriately advised about her luggage at the gate, and we do not condone abusive language towards our staff, we are investigating the incident with our ground handling provider at Bristol Airport following her feedback. We are in contact with her to gain further insights into her experience.”