A holidaymaker, Jake Hughes, was charged £48 by EasyJet for a bag he says fit perfectly into the airline’s sizer at Manchester Airport. The situation grew more intense when staff allegedly demanded he delete video proof of the bag fitting or risk being denied boarding. After Hughes posted the video on TikTok, where it went viral, the airline apologized and offered a full refund for the controversial baggage fee.
The Sizing Dispute at the Gate
The incident began when 27-year-old Jake Hughes was preparing to board his flight to Lisbon. An EasyJet worker stopped him, claiming his duffel bag was too large for a carry-on.
To prove his case, Hughes filmed himself placing the bag into the metal sizer, where it appeared to fit without issue. He pointed this out to the employee, but they were not convinced.
According to Hughes, the staff member claimed the bag didn’t “freefall” into the compartment and had to be pushed, which they said was against policy. Despite the bag clearly being within the size limits, the £48 charge was enforced. Even after Hughes removed clothing from the bag to make it fit better, the decision stood.
An Ultimatum to Delete the Evidence
The confrontation took a surprising turn just before boarding. Hughes alleges that the same employee approached him with a serious ultimatum.
He was told to delete the video footage of the bag in the sizer, or his boarding pass would be cancelled. Fearing he would miss his flight, Hughes complied and deleted the video from his phone’s gallery while the staff member watched.
However, after arriving in Lisbon, he discovered the footage had not been permanently erased and was still in his recently deleted folder. He then decided to share his experience with the public.
A Viral Video Prompts an Apology
Hughes posted the video to his TikTok account, where it quickly captured public attention. The footage went viral, amassing over five million views and sparking widespread criticism of the airline’s actions.
Viewers were overwhelmingly on his side, with many commenting on how absurd the situation seemed. One user wrote, “I have never seen a bag fit more perfectly! I hope you get your money back.”
The online pressure worked. The day after the video went viral, EasyJet contacted Hughes. The airline issued an apology and offered a full refund for the £48 charge. In a statement, a spokesperson confirmed they were investigating the incident with their ground handling team at Manchester Airport.
A Wider Issue with Budget Airlines
While Hughes received a refund, he questioned whether it would have happened without the viral video. “Why should I get a refund and not everyone else who got unfairly charged, just because I happened to film it?” he asked. His experience highlights a common frustration among travelers regarding budget airline baggage policies.
Many passengers feel that strict and sometimes confusing baggage rules are used as a way to generate extra revenue. Common complaints include:
- Inconsistent enforcement of rules by different staff members.
- Unexpected fees at the gate that are much higher than pre-booked charges.
- Unclear policies that are difficult for passengers to understand.
This incident also demonstrates the growing power of social media. A single viral video can hold a major corporation accountable, forcing them to address customer service failures that might otherwise go unnoticed.
Frequently Asked Questions
Why was the passenger charged for his bag?
An EasyJet staff member claimed that although the bag fit in the sizer, it had to be pushed in rather than “freefalling,” which they said was against the airline’s policy for carry-on luggage.
Did the passenger get his money back?
Yes, after his video of the incident went viral on TikTok, EasyJet contacted him to apologize and offered a full refund of the £48 charge he had paid at the airport.
What did EasyJet say about the incident?
EasyJet stated they were investigating the matter with their ground handling provider at Manchester Airport to understand why Mr. Hughes was charged. They acknowledged his bag appeared to be within his allowance.
Is this a common problem with budget airlines?
Many travelers report issues with strict and sometimes arbitrarily enforced baggage rules on budget airlines. These policies are often criticized as a way for airlines to make more money from passengers through last-minute fees.
