A passenger at Sofia Airport, Bulgaria, was reduced to tears and fell to her knees after being stopped from boarding a Ryanair flight to Vienna when staff insisted her carry-on exceeded the airline’s size limits.
In dramatic footage, she can be seen banging on a door and pleading with border police to let her on the aircraft.
Witness Nikolay Stefanov, who filmed the incident, said the woman was first offered the chance to pay an extra fee but refused, insisting her bag fit the sizer. He described how her emotional appeal failed to sway staff, who warned that the entire flight would be cancelled if remaining passengers did not board promptly.
“She was pleading with us not to leave, but we were threatened that the flight would be called off,” he said
Stefanov also reported that another customer without luggage issues was removed when the gate was briefly reopened; a staff member allegedly hid his name badge and tried to seize a phone from someone recording the scene. Frustrated passengers criticized the apparent lack of compassion displayed by ground crew.
Bulgaria’s transport minister has ordered a review of airport security footage and imposed the maximum fine on the ground-handling company involved, warning its licence could be revoked if similar incidents recur.
The operator insists its staff acted professionally, merely enforcing the airline’s unilateral baggage rules. Ryanair allows one free personal bag measuring up to 40 cm × 20 cm × 25 cm, to be stowed under the seat.
Filmed at Sofia Airport in Bulgaria, the dramatic footage captures a tearful woman who was brought to her knees in distress as she banged on an airport door while pleading with members of security to allow her onto the aircraft.https://t.co/gvw4Thx2o9 via @MailOnline
— Tamra M McDougall (@TamraMcDougall) July 27, 2025
