Plus size passenger ‘filled with shame’ and left in tears by ‘rude’ airline crew

A plus-sized traveller claims she burst into tears after an encounter with "incredibly rude" airline staff as she boarded her plane. Holly Richards was berated by staff over confusion over luggage.

The size 28 to 30 woman had purchased two seats next to one another so that she would be comfortable during the journey. However, as she had only one boarding pass Holly was told she had brought too much luggage on-board.

Holly, who was heading out from Melbourne's Avalon Airport on Saturday believed that as she had paid for two seats thought that she would not incur extra charges for her luggage. She had even bought an extra 7kg from the airline to ensure the fact.

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But, the plus-sized holidaymaker claims she was "filled with shame" after there was a mix-up and staff confronted her. Describing the ordeal on Instagram, the Australian said she bought two seats to avoid "any uncomfortable looks or comments from the person sitting next to me about encroaching on their space."

She continued in the post: "I had my handbag, a small suitcase and also my CPAP machine for my sleep apnea which I knew from previous experience is considered a medical device and therefore is not included in carry-on baggage allowance."

However, two "incredibly rude" members of staff weighed her bags and told her she was 3kg over the weight limit. Plus, that she had brought too many items as she was only entitled to two – the one with her seat and the other she had paid for.

She told them she had purchased an extra seat and so believed that less than 2kg over the limit would be okay, "seeing as technically that extra seat comes with another 7kg of carry-on luggage allowance". Unfortunately, staff allegedly disagreed with Holly.

“There are clearly no policies for catering to the needs of plus-size passengers," she told news.com.au. The holidaymaker apparently discussed the issue at check-in and was told it would be OK.

But, when she eventually boarded the flight Holly says she was reprimanded. She claims that she was told she had "confused the system" by checking in online and to"“not book an extra seat again".

Holly was distressed at the situation after she thought she had done the right thing to ensure her, and other passengers’ comfort. She says that she thinks the problem would been avoided if there was an indication on a passenger’s boarding pass that they have purchased an extra seat.

She continued on Instagram: "I was forced to wait in line and take my seat while very obviously crying. It's unbelievably terrifying being a larger person in this world at the absolute best of times.

"I actively avoid being out in public in situations where my body is going to be an inconvenience or the cause for any comment at all."

The airline has reportedly refunded Holly’s flights.

A Jetstar spokesperson told Daily Star: "We’re really sorry to hear about Ms Richard’s recent experience and appreciate it would have been an upsetting situation. We pride ourselves on providing great customer service and treating everyone with respect and we’re looking into what happened and how we can do better. Our customer team has also reached out to Ms Richards to apologise."

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