THOMSON Airways have apologised to a Solihull couple for a hand luggage error at Birmingham Airport.
Charles and Mariarosa Dobbie were in high spirits when they set off to Birmingham Airport on April 14 to fly out for a weeks holiday in Naples.
The Dobbies, from Ullenhall Road, Knowle, decided to only take hand luggage on their trip, which Thomson states must not exceed 5kgs and dimensions of 55 x 40 x 20cms.
Charles, aged 69, who is retired after working in international freight forwarding, said: “At check-in we discovered that one case did not fit into the hand luggage measuring apparatus, because of the length.
“The check-in girl told us the case would have to travel as hold luggage at a cost of £20, as it would not fit into the overhead lockers in the plane.
“This was wrong as subsequent events proved, as our case would have fitted in”
Charles added: “We refused to accept this decision and the girl called her supervisor who arrived bearing a tape measure.
“Our case was measured at 53 cms.
“The Thomson template measured 44 cms - 20 per cent less than what Thomson advertise is acceptable.
“The supervisor then acknowledged that we met the baggage conditions and we could take the case as hand luggage.
“It makes me wonder how many passengers have suffered in the past because of this mistake.
“The miserly 5kg allowance shows how money-grabbing they are.”
A spokesperson for Thomson said: “We are sorry to hear of the difficulties reported to us on the size of hand luggage at Birmingham airport.
“Any measurement gauges used at airports are given as a rough guide.
“It has come to light that the particular gauge at Birmingham was an old gauge from our predecessor airline, First Choice Airways, and is not reflective of our current policy.
“As soon as we became aware of this we removed it from the check-in area.
“If customers have any queries regarding this they can contact our After Travel Customer Support Team.”