Judge rules against Flybe's "inconsistent" policy

Wednesday 30 October 2019

If you've ever flown out of Guernsey with a piece of hand luggage, only to be told it is too big when you come to return home and you need to pay for it to go in the hold, you may be pleased to read on.

It is an issue many people have faced when travelling, with the island's Chief Minister among those running into trouble with Flybe because of the size of his hand luggage.

Things might be about to change though, as a Court in Northern Ireland has ruled against Flybe after a man took the airline to the small claims court over a baggage charge.

Appalling rip-off service this morning from @flybe #BlueIslands this morning. £50 charge for this bag, allowed one way but not the other; fits gauge except for 2” of wheels; no cash; and you pay to get to carry it to hold. Left feeling ‘thank goodness Aurigny back on route soon.’ pic.twitter.com/kHwYvURsjX

— Gavin St Pier (@gavinstpier) March 8, 2019

Above: Earlier this year Deputy Gavin St Pier had to pay £50 to get his hand luggage back after a day trip, when the same bag had been allowed to travel in the cabin on his flight out.

Declan Gormley's bag had been approved when he was traveling through George Best Belfast City Airport, but then staff said the bag was too big when he was coming back through Aberdeen, meaning he had to pay a £50 charge. He told the BBC in Ulster that he had used the bag at least eight times during the last year, but suddenly he was being charged. 

His bag even still had the 'hand luggage size compliant' sticker from his flight four days earlier, but he still had to pay £50 to board.

Mr Gormley tried to deal with the situation through Flybe, but eventually became frustrated and took the firm to Court to dispute the claim he had "just got lucky on other flights". 

After arguing the charge was arbitrary and inconsistent, and criticising the policy for being too open to personal interpretation, the Judge found himself in agreement with Mr Gormley. Flybe was ordered to pay him his £50 back and also pay his £37 court fee. 

Mr Gormley has since said he hoped Flybe would now reconsider its baggage policy because of how it was being applied in an unfair manner. 

At the same time Deputy St Pier fell victim to the policy, complaints were also being made in Jersey about the situation. It was reported that a 12-year-old girl had been made to pay £50 for her hand luggage to fly off the island, while she didn't have to on her return, for example. 

Flybe held a meeting at the time with the Jersey Consumer Council and the Ports of Jersey, where it said it would "sort out" any inconsistencies. 

Pictured: Virgin bailed Flybe out of the red and it is now being rebranded as Virgin Connect. 

Since it has now started the process of re-branding to Virgin Connect, the airline said it a statement to Express that it would be reviewing all of its policies, one of which related to hand baggage.

"We have a generous hand baggage allowance, which since 2016, allows passengers to take on board two pieces of cabin baggage. This includes one item that does not exceed 55x35x20 cm, and one smaller additional piece such as a handbag or laptop case. 

"Any hand baggage which exceeds these stated dimensions is charged as highlighted to customers during the booking process and again in all pre-flight communication. All information can be found at flybe.com.

"In line with our intention to continually improve our customer experience as part of our Virgin Connect re-brand, we are in the process of reviewing all our policies, one of which is that relating to hand baggage. The feedback received from our passengers is a key part of this review."