The woman, who wished to remain anonymous, was due to travel from Edinburgh to London Stanstead to visit her father who had just been diagnosed with stage four cancer.
After booking the EasyJet flight to London, the passenger arrived at the airport for departure at 6:20 am.
However, after scanning her boarding pass, she was told that she bought the wrong type of ticket and would have to pay extra for her purse and cabin bag.
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With no funds available to pay the fees, the woman became extremely upset and explained her situation to the staff at the door, who she said treated her without compassion or respect.
Speaking to Edinburgh Live, she said: “I only had one standard cabin bag and my handbag. I mistakenly assumed it was the correct baggage for this flight. So I scanned my boarding ticket and she said I hadn’t booked ‘fast’ boarding so I would have to check in my bag at an additional cost.
“I knew my bank account was empty because my husband had withdrawn money that morning. I started to get very anxious because I had to take this flight. I explained to the daughter that my dad had stage four cancer and that I really needed to be on the flight.
“I was crying a lot and everyone was watching. The lady told me to step aside, I begged with her to help me or see what I could do. She didn’t even look at me. my sister-in-law in Ireland.
“I was sobbing so much at this point and could barely speak, she offered to pay the required £ 24 over the phone. They don’t take cash, woman said no we need the real card, I said ‘what on earth can I do?’ I was sobbing and sobbing, the girl next to her turned to me and said, “Didn’t you hear what my coworker said?”
“I said yes but I have to take this flight, my dad has cancer and I haven’t seen him at all due to the Covid restrictions. Nothing, no compassion, nothing. “
Fortunately, another passenger in the queue was able to step in and help the woman by offering to pay the extra cost, meaning the woman was able to catch the flight for her father.
However, exhausted and overwhelmed by her treatment, she added:
“Thank goodness for the kindness of a gentleman in the queue who said he would pay, I don’t know how they could have left me so upset.
“I understand they have rules, but I really thought my carry-on was fine and it’s not about having to pay, this is total disregard for someone who is so upset and stressed and who didn’t care. I will never, never fly an easy jet again. “
A spokesperson for Easy Jet said: We are sorry if Ms * was unhappy with the issue that occurred when she arrived at the gate with more carry-on baggage than her allowance and if this caused any upheaval additional given the difficult circumstances.
“Our carry-on baggage policy changed in February so we clearly communicate the new policy to all customers prior to their trip and post this information on boarding passes to try to make sure everyone is informed. However, we fully recognize that Ms * ‘circumstances were exceptional, and we have already been in direct contact with her to apologize for her experience and would like to assure her that her feedback has been passed on to the relevant team.