Watch: easyjet ask family to pay for hand-luggage that fits in cabin

easyJet flights come with strict rules on hand luggage that many plane passengers struggle with. One family travelling with easyJet allegedly found themselves being asked to fork out for

their carry on items which should have been free. The group claim their cabin baggage was within the hand luggage allowance but an easyJet staff member told them they would need to pay. A

video rapidly going viral captured the episode at Crete airport last week as the family attempted to return to the UK. easyJet allows passengers to bring one cabin bag on board per person,

with easyJet aircraft only allowing for 70 cabin bags in total. The footage from the Crete airport shows the family with a small suitcase each which all fit comfortably into size requirement

checker. They also all appear to have a bag of items bought at the airport with them as well - which is again permitted by the airline. The video was posted to YouTube with the caption: “An

easyJet female staff member tried to stop us boarding our flight. “Our cabin luggage is free to carry on board but she wanted us to pay. She did not want us to rearrange our bags or use the

size requirement checker.” Victor Rose, who shared the clip of his sister and niece’s ordeal, told Sun Online Travel: "They were so distressed about the whole situation." He

claimed on Twitter that the easyJet staff who wore dealing with them refused to give their names. Rose tweeted: "You have some serious explaining to do! These are my family members

being harassed by @easyJet staff not being allowed to board their plane going back home to the UK. I need answers." He added: My sister and niece were in tears about the whole thing.“

Rose also posted: “I’ll be also getting involved as there's things im not happy with. Like when the ladies ask for the @easyJet staff name and work number she refused. “However another

member of the @easyJet staff followed the ladies and continuously ask for the ladies name. Something isn’t right (sic).” An airline spokeswoman told Express.co.uk: “We are aware of this

video and are investigating with our ground handling partners at Chania Airport to understand what happened. We are also in touch with Ms Chinosa to resolve this for her.” She added:

"We take claims of this nature very seriously and following an investigation have found that one passenger had an item of cabin baggage which was outside of our hand baggage size

restrictions. “We have one of the most generous cabin bag allowances with no weight limit and each passenger is allowed to take one bag into the cabin up to 56 x 45 x 25cm including handles

and wheels. “In line with procedures and in the interest of safety, she was asked to either repack her bag so it would fit within the limits of the cabin, or pay 60 Euro to check the bag

into the hold. Once the passenger's bag was repacked to fit in the cabin, the passengers were able to board. "The safety and wellbeing of our passengers and crew is our highest

priority." EasyJet’s website states that representatives will check the size of cabin bags before a passenger boards the plane. The maximum size allowance is 56x45x25cm (including

handles and wheels). They should be able to fit comfortably into the plane’s overhead lockers, or under the seat in front. If they are bigger than the maximum size, they will be checked into

the hold for an additional charge. “You’re allowed to bring some extra things into the cabin. e.g. umbrella, overcoat, crutches, walking stick, one standard bag of goods bought at the

airport,” states easyJet.