Mijn Klacht:

Flight EZY4996. I was very well prepared for this trip and was convinced that my trolley had the right measures, because I never experienced any trouble with this same trolley on other trips. We already checked in and at the check-in desks there was a ground stewardess or assistent who told us just to go to the gate and that everything was ok. Everything was arranged, no fluids in the hand bagage and the trip could begin. Untill I reached the gate ….. madam, you have to check your trolley in the mall. YOUR TROLLEY IS TOO BIG!?!?! What to do next? Pay €55 and then the trolley will be loaded, together with a lot of other trolleys from other passengers, in the bagage compartment. Oké, why can the other trolleys be loaded without paying for it? This trolley was only 1 cm too big! Can we solve this in another way? No, not possible. Just pay the fine! Or else you cannot enter the plane. You have to obey the rules. I can understand that, but why is there no coulance and why has nobody, including the lady at the check in desks, warned me that I have to pay a fine of 55 euro if the trolley does not have the right size??? She saw me walking with this trolley and didn’t say anything about it! I find this way of working and the treatment I experienced, very client unfriendly!

Gewenste Oplossing:

I will be satisfied when the fine is returned on my account. I felt I was treated like a criminal while I was well prepared and good willing. I blame the ground stewardess that she told me nothing while whe saw me with the (apparently too big) trolley. whereafter I was fined at the gate. For the flight back I checked in the trolley, which costed 22 euro which is much less than the 55 euro fine.