Airline Blocks Passenger from Boarding... Refuses Even as She Kneels and Pleads

"Shocked by Staff's Cold Attitude," Controversy Erupts
Airline Responds: "Passenger Booked Basic Fare"

At a Bulgarian airport, a female passenger was denied boarding by a low-cost airline, leading to a controversy after she was seen pleading and sobbing at the gate.

According to reports from foreign media outlets such as the UK's Daily Mail on July 27 (local time), the incident took place on July 24 at the boarding gate of Sofia International Airport in Bulgaria. The female passenger, identified as Ms. A, was scheduled to board a Ryanair flight, a European low-cost carrier, bound for Vienna, Austria, but was refused boarding.

The airline demanded an additional fee, stating that Ms. A's carry-on luggage was too large. Ms. A protested, claiming, "My bag fit perfectly inside the baggage sizer," but Ryanair still refused to allow her to board.

A female passenger kneeling and sobbing at the airport boarding gate. Photo captured from Facebook.

Unable to board the plane, the passenger knelt in front of the closed door and begged. Other passengers, who were waiting inside the boarding gate for the bus to the aircraft, reportedly witnessed the scene and were deeply shocked.

Nikolay Stefanov, a passenger who recorded Ms. A's situation on his smartphone, told the media, "The situation escalated rapidly. Ms. A pleaded with us not to leave her behind, but the airline threatened that if (the other passengers) did not board the bus, the entire flight would be canceled."

He added, "Frightened passengers ultimately had to get on the bus," and pointed out, "The most shocking thing was the staff's cold attitude. They could have resolved the issue, but simply refused."

The video later spread across online communities, sparking heated debate in Bulgaria. Eventually, Grozdan Karadzhov, Bulgaria's Deputy Prime Minister and Minister of Transport, personally ordered an investigation into the incident. Deputy Prime Minister Karadzhov described the actions of Ryanair's ground staff shown in the video as "outrageous," stating, "We have fined the main parties responsible and issued a verbal warning that their license could be revoked if a similar incident occurs in the future."

As the controversy grew, Ryanair explained, "The passenger had booked a basic fare ticket, which only allows a small personal item. Since the luggage exceeded the permitted size, an additional fee was required. When she refused to pay, the gate staff responded with an aggressive attitude."