Dr Vana Katsomitrou was boarding a flight to Spain on Christmas Eve but was told she wasn’t getting on after a baggage row – the doctor said she was only refunded £13
An NHS doctor has rowed with EasyJet and claimed the budget airline threw her off a flight over her baggage – despite her luggage fitting in the box.
Dr Vana Katsomitrou travelled to London Luton Airport for a four-night holiday in Alicante, Spain, with just hand luggage but her trip turned into chaos before it started. The doctor was due to fly on Christmas Eve and said she was asked to put her bag into the sizer. Vana claimed the worker thought the bag was too big but the flyer alleged it fit “comfortably” inside the box. The doctor said she tapped an employee’s shoulder to show her the bag in the sizer but claimed the staff member “loudly” warned Vana not to touch her.
The doctor claimed the EasyJet employee “shouted” at her and accused the traveller of harassment before saying the doctor could not board the flight to Spain.
Vana said she then apologised and offered to pay the £60 luggage charge but was still banned from getting on her £160 flight to Alicante, the day before Christmas.
EasyJet has since confirmed Vana removed items from her bag to enable it to fit in the measuring box. However they said she was then “disruptive” so not allowed to fly.
Vana, from Wembley Park, London, said: “I had booked a trip for a few days with some of my girlfriends to spend Christmas together in Spain. My friends were already there but I was working so I was going to find them in Spain. It was only for three days so I had a backpack with a few clothes.
“I went to the airport and there was this woman who was quite aggressive with the people boarding and she had an attitude. She was asking people to pay for their luggage because it was too big. She stopped me too and said my backpack was too big and didn’t fit in the box.
“I took out a denim jacket and put it on. The bag fit the box very comfortably. She turned her back on me and I touched her on her arm to show her the bag fits. At that moment she started shouting ‘don’t touch me.’ She told me that I harassed her.
“I begged them because it was Christmas Eve, I wanted to spend Christmas with friends. I said ‘if I did something that offended you, I apologise’, and she said she did not accept my apology. They didn’t let me on the plane.
“There were no more flights and I spent Christmas alone. They ruined my Christmas. She was so angry and annoyed at me. It’s like she was annoyed that she was working Christmas Eve and wanted to ruin everyone else’s time. I wasn’t aggressive at all.”
Vana complained to EasyJet and said they responded saying a member of staff had claimed to have “felt threatened”, so Vana was not allowed to board. They then said they were unable to disclose the outcome “for security reasons” – but told her to “rest assured” they took her feedback seriously. She was also given a £13 refund.
Vana has vowed to never fly with EasyJet again unless it is a matter of “life and death”. She said: “I’m really careful about how I speak to people, I work for the NHS and I’m always careful not to say something that will offend people. After that I complained online asking for compensation and they sent me an email explaining their policy.
“I said I would like to appeal and sent them photo evidence. There is no evidence I threatened a member of their team. Even the airport allocator said they didn’t see or hear me threaten anyone.
“They got back to me and refused. They said I was disruptive. I was in shock. I had paid for an Uber there and back. We had paid for the Airbnb, and I had booked a taxi from the airport. I felt awful and exhausted. I’d never fly with EasyJet again unless it is a matter of life and death.”
An EasyJet spokesperson said: “Our ground crew will check that bags are within the maximum dimensions to ensure they fit where they need to be stowed in the cabin and in fairness to customers who have booked to bring additional luggage. As Ms Katsomitrou behaved disruptively towards our team at the gate, she was refused travel. We do not tolerate abusive or threatening behaviour towards our staff.”


