The airline has responded after a passenger raised concerns
EasyJet has responded to a customer who complained about the impact its baggage policy could have on disabled passengers. Contacting the Daily Star to discuss the issue, one traveller said that his wife gets a special form of assistance at the airport as she has a common health condition.
She is unable to carry her own bags through the airport or at her holiday destination after arrival. The passenger from Surrey said he understands the need for luggage size restrictions, but claims that a rule counting wheels and handles toward the size limit could leave some in difficulty if no accommodation is available for disabled passengers or those who require additional assistance.
James – not his real name – claims that his wife Samantha – also not her real name – is restricted to less packing space because she needs a suitcase with wheels and a handle to move independently through the airport. By contrast, James says he can carry his own luggage and therefore use a bag without those features.
This gives him more usable packing capacity within the same size allowance, he says. As a result, he is worried that the policy places disabled travellers at a disadvantage.
EasyJet’s response
We raised James’ concerns with easyJet, which said its cabin bag policy is applied equally to all passengers to ensure sufficient onboard space. The airline added that passengers can receive assistance at the airport and bring mobility aids and medical equipment free of charge.
A spokesperson for easyJet said: “easyJet does not discriminate against any customers and like all airlines sets maximum dimensions for cabin bags, ensuring there is space for them onboard, which is consistent and fair for all customers. Should a customer need help with taking their bag to the gate, the assistance team at the airport will provide this support for them.
“Additionally, we allow passengers to bring two mobility aids (e.g., wheelchair and walker) as well as a bag for any medical equipment in addition to the standard cabin bag allowance, for free.”
What is easyJet’s bag policy?
The easyJet policy James is talking about can be found on the airline’s website. It states: “Everyone can bring one small under seat cabin bag per person on board for free. It can be a maximum size of 45 x 36 x 20 cm (including any handles and wheels) and must be kept under the seat in front of you. Your bag can weigh up to 15kg, but we do ask that you’re able to lift and carry it yourself.
“If you’d also like to bring a large cabin bag on board (max. 56 x 45 x 25 cm, including any handles and wheels), you have the option to book a large cabin bag for your flight. Every customer who books a large cabin bag can also enjoy the benefit of Speedy Boarding.”
Feeling dismissed
James alleges that despite having brought his concerns to the airline’s attention before, people “lose interest” in what he has to say. Feeling dismissed, he claimed when he complained, customer service “batted us off”, and he said issues like these often “fizzle out.”
Now, James and his wife have “engineered a way of coping with bags”, he said. And while he says he knows there may be a logic behind it, he says he thinks it is unfair that disabled people are subject to the same rules.
easyJet’s special assistance hailed as ‘brilliant’
James praised easyJet’s special assistance team as “brilliant”. As they travel with the airline, James acknowledges he may encounter similar issues on other airlines and not solely with easyJet. The pair now regularly weigh up whether to pay for a larger bag, costing them more money, or use a smaller cabin bag and travel with fewer belongings.
Check your bag before you leave for the airport
Before heading to the airport, easyJet suggests using their app to ensure you are following the rules. It writes: “If you’re unsure whether your cabin bag fits within our maximum dimensions, you can use our handy bag sizing tool on our app (iOS only).
“Simply open the app and click on your trip itinerary to find the bag sizing tool. You can then use your mobile phone camera to size your cabin bag. If it fits inside the maximum cabin bag dimensions for the bag type you’ve selected, you’re good to go.
“However, the bag sizing tool should only be used as a guide, the best way to know if your bag will fit is by measuring it with a tape measure (the old school way) before travel.” You can read about easyJet’s bag policy in full here.