A family travelling from Stansted Airport has spoken out after they were refused boarding by Ryanair staff, describing the experience as humiliating and saying they were made to feel like “second-class citizens.”
The family of four, who had planned a summer holiday to Spain, said what should have been an exciting trip quickly turned into a distressing ordeal. They claim that despite arriving at the airport on time, following instructions, and holding valid boarding passes, they were denied entry onto their flight without a proper explanation.
‘We Were Left Standing, Completely Helpless’
Speaking to local reporters, Mr. Hassan Ali, who was travelling with his wife and two children, said the situation escalated when the family approached the gate. “We were told that the flight was closed, even though boarding was still going on in front of us. We begged them, we explained that we’d been queuing and going through the required checks, but they simply said no and told us to step aside.”
Mr. Ali described the moment as deeply upsetting, especially in front of his young children. “We were treated like we didn’t matter. No care, no patience, no help. We felt like we weren’t even worth a conversation. It’s like we were just dismissed.”
His wife added, “It wasn’t just the fact that we missed the flight. It was the way they made us feel — like we were invisible, like we didn’t belong there. It was heartbreaking for our kids to watch that happen.”
Other Passengers Reported Smooth Boarding
The family said they had arrived at the airport well within the recommended time but were caught in long security queues, which they believe contributed to the last-minute rush to the gate. However, other passengers on the same flight reported no major delays in boarding, adding confusion to why this family was turned away.
Some travellers nearby reported seeing the family’s distress and questioned why they were not allowed through when boarding had not yet fully closed. “They weren’t late, they were just a few minutes behind the bulk of the queue. It didn’t make sense why they couldn’t be let on,” one witness said.
Ryanair’s Response
Ryanair has since commented on the incident, saying the family missed the final boarding call and that gate procedures must be strictly followed to ensure on-time departures. The airline added that staff followed protocol but acknowledged the family’s frustration.
“We regret any inconvenience caused to passengers who miss the final boarding window. Our ground staff are required to close the gate at the designated time to prevent knock-on delays,” a Ryanair spokesperson said.
However, the family insists they were not late and that the experience left them feeling ignored and unfairly treated.
A Holiday Ruined
For the Ali family, the trip was meant to be a chance to unwind together after a stressful year. Instead, they were left stranded at the airport, having to cancel their plans and scramble to arrange travel back home.
“We spent our savings on this holiday,” said Mr. Ali. “It wasn’t just a trip, it was something we’d been looking forward to as a family. The way we were treated made us feel like second-class citizens. That’s what hurt the most.”
The family said they are considering filing a formal complaint and hope that sharing their story will push for more compassionate treatment of passengers in the future.
