A Bulgarian teacher who went viral for her emotional breakdown after being denied boarding on a Ryanair flight has come forward with new video evidence she claims proves the airline wrongly rejected her luggage.
Tsvetana Kalinina, 55, was filmed weeping and banging on departure gate doors at Sofia Airport on 24 July after staff refused to let her board a Vienna-bound flight over an allegedly oversized bag. The kindergarten teacher has now released footage showing her bag fitting into the airline’s baggage sizer, contradicting Ryanair’s version of events.
The dramatic incident, which saw Kalinina drop to her knees in tears as fellow passengers looked on in shock, has reignited debate about budget airlines’ strict baggage enforcement policies. Bulgaria’s Deputy Prime Minister has even ordered an official investigation into what he called “outrageous” behaviour by airport staff.
“I was one of the last people in the queue,” Kalinina told the Daily Mail. “I had a small handbag and my usual cabin bag – the same one I’ve travelled with for years without issue.”
The new video shows her carefully lowering her luggage into the metal baggage sizer frame, demonstrating it fits within the required dimensions without force.
Confrontation Escalates Quickly
The incident began when Kalinina approached the gate with two items – a small handbag and her regular cabin bag. Having purchased a Basic Fare ticket, which permits only one small personal item measuring 40 x 20 x 25cm, staff informed her she couldn’t carry both.
A fellow passenger offered to help by tucking her handbag into his luggage, allowing her to proceed with just one bag. Despite this solution, Ryanair employees insisted she pay additional fees for her cabin bag.
“While I was trying to carefully place it in the sizer – because I had fragile items – the staff member just said, ‘That’s it. I’m cancelling your ticket’,” Kalinina explained.
The sudden cancellation triggered her emotional response. Footage captured by witness Nikolay Stefanov shows the distraught teacher sobbing uncontrollably, hitting the glass doors separating her from the boarding area, and eventually collapsing to her knees.
Fear of Job Loss Intensifies Distress
Kalinina attributes her extreme reaction partly to fears about her employment. As a teacher needing to reach Vienna on time, missing the flight could have had serious professional consequences.
“The stress and shock overwhelmed me,” she said. “I don’t remember everything because I was in such a state.”
The teacher vehemently denies accusations of aggression, insisting she never insulted anyone during the confrontation. Security personnel eventually escorted her away from the gate as she pleaded with other passengers for support.
“I felt like I was being treated as a criminal,” she added. “It was humiliating. Completely degrading. And I truly don’t believe I did anything wrong, I followed the rules.”
Medical Attention Required
The psychological toll of the incident was so severe that airport authorities summoned medical help. Kalinina was taken to see an airport doctor who expressed concern about her mental state following the ordeal.
“Eventually I was taken to see a doctor at the airport. That’s how bad my condition was,” she recounted. “The doctor was worried about my health after the mental toll of the situation.”
The incident has left lasting effects on the teacher, who says she would “think twice” about flying with Ryanair again after her experience.
Ryanair Defends Staff Actions
The airline maintains its employees acted correctly throughout the incident. A Ryanair spokesperson provided a markedly different account of events, focusing on the passenger’s alleged behaviour rather than the baggage dispute.
“This passenger booked a Basic Fare ticket for this flight from Sofia to Vienna, which allowed them to carry a small personal bag onboard,” the spokesperson stated.
“As this passenger’s bag exceeded the permitted size, they were correctly required to pay a standard gate baggage fee however refused to do so and became aggressive towards gate staff.”
The airline claims Kalinina’s “aggressive behaviour” justified denying her boarding, though witnesses have questioned this characterisation of events.
Witnesses Support Teacher’s Account
Eyewitness testimonies appear to contradict Ryanair’s version of events. Nikolay Stefanov, who filmed the incident, described seeing Kalinina successfully demonstrate her bag fit in the sizer before staff maintained their refusal.
“She was pleading with us not to leave, but we were threatened that the flight would be called off,” Stefanov posted on social media.
He noted particular shock at what he perceived as staff indifference: “What shocked me most was the utter lack of compassion from the staff member, who looked right through the woman with complete indifference.”
According to witnesses, another passenger behind Kalinina was also denied boarding, allegedly to prevent the gate from reopening for the teacher.
Government Investigation Launched
The incident has escalated beyond a simple customer service dispute. Bulgaria’s Deputy Prime Minister and Transport Minister has ordered an immediate investigation into the incident, describing staff behaviour as “outrageous.
This high-level government intervention reflects growing concerns about passenger treatment at Sofia Airport and the enforcement of airline baggage policies.
The investigation will examine whether airport and airline staff followed proper procedures and treated the passenger appropriately during the confrontation.
Baggage Policy Confusion
Ryanair’s baggage policies have long been a source of passenger frustration and confusion. The airline’s Basic Fare includes only one small personal item, with strict dimensions of 40 x 20 x 25cm – roughly the size of a small backpack.
Any additional or larger bags require either purchasing Priority Boarding or paying gate fees, which are significantly higher than advance purchase prices. The airline charges €40 per person for bags added at the airport.
Recent changes add to the complexity. Ryanair announced in July 2025 that it would increase its free cabin bag allowance to 40 x 30 x 20cm, aligning with proposed EU regulations, though implementation timing remains unclear.
Pattern of Strict Enforcement
Budget airlines, particularly Ryanair, have developed reputations for rigorous baggage enforcement. Staff use metal frames at gates to check dimensions, with even slight overages potentially triggering additional fees.
The airline argues strict policies keep base fares low, allowing passengers to choose only the services they need. Critics contend the system creates confrontational situations and generates revenue through passenger confusion.
Industry data shows Ryanair collected hundreds of millions in ancillary revenues, with baggage fees representing a significant portion. This business model incentivises strict enforcement, potentially at the expense of customer service.
Psychological Impact of Public Humiliation
Aviation psychologists note that airport confrontations can trigger extreme emotional responses due to multiple stressors. The combination of travel anxiety, financial pressure, and public scrutiny creates a volatile emotional environment.
Being denied boarding in front of other passengers adds a layer of public humiliation that can overwhelm normal coping mechanisms. For professionals like teachers, whose livelihoods depend on punctuality and reliability, the stakes feel particularly high.
The power imbalance between passengers and airline staff can exacerbate feelings of helplessness, especially when travelers believe they’ve followed rules correctly.
Industry-Wide Issues
While Kalinina’s case has garnered particular attention due to the viral video, similar incidents occur regularly across Europe’s budget airline sector. Social media platforms feature countless stories of baggage disputes, denied boardings, and emotional confrontations.
Consumer advocacy groups have long called for clearer, more standardised baggage policies across the industry. The proposed EU regulations aim to address these concerns by establishing minimum standards for free cabin baggage.
However, airlines have historically resisted regulatory interference in their pricing models, arguing that unbundled services allow market competition and consumer choice.
What Happens Next
The Bulgarian government investigation could set precedents for how airlines enforce baggage policies at Sofia Airport. Potential outcomes range from staff training requirements to procedural changes in baggage checking.
For Kalinina, the immediate impact extends beyond one missed flight. The viral nature of her breakdown means millions have witnessed her most vulnerable moment, adding another layer of distress to an already traumatic experience.
Legal experts suggest passengers in similar situations have limited recourse, as airlines maintain broad discretion in denying boarding for various reasons. However, if investigation findings support Kalinina’s version of events, it could strengthen calls for regulatory reform.
The incident serves as a stark reminder of the human cost of rigid policy enforcement and the importance of compassionate customer service, particularly in high-stress travel environments.
As budget airlines continue to dominate European air travel, finding balance between operational efficiency and passenger dignity remains an ongoing challenge. Kalinina’s tearful plea at Sofia Airport may prove a catalyst for long-overdue conversations about that balance.
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