What started as a normal travel day at Sofia Airport in Bulgaria turned into an emotional scene that shocked passengers and sparked nationwide headlines.
A woman, preparing to fly from Sofia to Vienna, ended up in tears on the terminal floor—pleading with airport staff after being denied boarding.
The reason? Her hand luggage was said to be too big.
The heartbreaking moment was caught on camera, showing the woman banging on the terminal doors in desperation.
Onlookers waiting to board a shuttle bus to the plane watched in disbelief as the woman sobbed and begged airport staff to let her through.
Security Standoff Leaves Travelers Confused and Upset
According to eyewitnesses, including Nikolay Stefanov who filmed the encounter, the incident escalated quickly.
He said Ryanair staff initially asked the woman to pay a fee for oversized baggage, but she refused—believing her bag met the required dimensions.
Soon, emotions flared. Border Police personnel were seen gesturing toward the door as the woman cried and pleaded.
Stefanov claimed one staffer showed no empathy, even going as far as hiding his name badge when questioned.
Another disturbing detail: someone trying to record the incident allegedly had their phone nearly confiscated by a staff member.
One Denied, Another Removed, Everyone Rattled
Stefanov also said another passenger, who had no baggage issues, was removed from the flight simply for being near the woman.
When he asked why, Ryanair staff reportedly said reopening the gate could let the distressed passenger back on the bus—raising more questions than answers.
As tensions grew, passengers were told the entire flight could be canceled if they didn’t board immediately.
Fearing that possibility, most decided to leave the situation behind and get on the bus, leaving the woman sobbing behind the closed doors.
Bulgaria’s Deputy Prime Minister Steps In
After the footage began circulating online, the public outcry reached Bulgarian authorities.
Transport Minister and Deputy Prime Minister Grozdan Karadjov announced an official review of airport security footage and called the behavior by staff “outrageous.”
According to local news site Fatki.bg, Karadjov imposed the highest possible fine on the main ground operator and warned that any similar behavior in the future could lead to revoked licenses.
Ground Handling Company Defends Staff Actions
Despite the backlash, Goldair Handling Bulgaria—the company responsible for ground services at Sofia Airport—defended their employee’s behavior.
In a statement to local media, they insisted the staff member followed all airline rules without engaging in any physical or disrespectful conduct.
They also emphasized that baggage policies are set by the airlines, not ground staff, and that Goldair is merely responsible for enforcing them—especially when it comes to carry-on size and fees.
Ryanair’s Strict Baggage Policy Back in the Spotlight
Ryanair allows one small personal bag free of charge, but it must fit under the seat and stay within very specific dimensions: 40cm x 20cm x 25cm.
Incidents like this have reignited debate over how strictly those rules are enforced—and how passengers are treated when disagreements arise.
This isn’t the first time the airline’s policies have led to public drama.
Another Couple Claims They Were Removed for Not Reserving Seats
In a separate recent incident, a British couple, Scott McCormick and Helena Boshwick, said they were kicked off a Ryanair flight from Birmingham to Palma de Mallorca because they didn’t pay extra to reserve seats.
Even though they didn’t mind sitting separately, they said they were pulled aside at the gate and eventually told only one seat was left.
The couple was forced to wait four hours and buy another ticket for £100—after being promised a refund they say never came.
Scott claims it felt like discrimination, believing they were singled out for being a young couple without children.
Frustration Grows Over Airline Customer Service
Scott and Helena, both 33, said the experience felt cold and uncaring, with staff offering no compassion.
Ryanair’s only official response to their ordeal? A cheeky remark: “Today is a good day to separate couples onboard.”
Between emotional scenes in Sofia and frustrated travelers across Europe, Ryanair continues to face criticism over how it handles its passengers—and whether its policies are enforced with fairness or indifference.
What Happens Next?
Bulgarian authorities have promised a thorough investigation into the Sofia Airport incident, and many travelers are now sharing their own frustrating experiences with low-cost carriers.
Whether these events lead to change remains to be seen—but for now, both stories are fueling ongoing conversations about customer rights, airline accountability, and what flying should really look like in 2025.
