The boarding process for flight W43148 from Gran Canaria to Bucharest was extremely unpleasant and poorly managed.
Boarding started very early, and the staff at the gate were shouting at passengers and aggressively asking everyone to place their luggage in the measuring frame. The tone used with passengers was unnecessarily rude and confrontational especially one young guy.
I had a priority ticket with one cabin suitcase and a medium backpack. When I placed the backpack in the measuring frame, it didn’t fall in immediately because it is made of leather and the sleeves were folded in the wrong position. The staff member immediately told me I had to pay extra, even though it was obvious the bag would fit. After I adjusted it slightly, it fit perfectly.
When I calmly asked why he was being so impolite, he replied that it was not my business to tell him how to do his job, which I found very unprofessional.
What made the situation even worse is that after all this tension at the gate, passengers were kept waiting in the holding area for around 40 minutes, standing, because the plane was not ready for boarding yet. This raises the obvious question: why start boarding so early and create unnecessary conflict over luggage if passengers cannot even board the plane?
Overall, a very poor customer experience, mainly due to the attitude of the ground staff and the way the boarding process was handled.
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