Humiliating Treatment By Ajet Counter Staff At Stansted Airport

On 17 May, on my Ajet flight from London Stansted to Istanbul Sabiha Gökçen, I experienced very disrespectful and humiliating behaviour from the ground staff at the boarding gate, which I find completely unacceptable. First, although I had purchased two separate 10 kg baggage allowances, our 12 kg baggage was challenged and I was asked to pay an additional fee. I clearly explained that I had initially purchased a 10 kg allowance and later increased it, which might be why the system reflected it that way. Despite this clear explanation, no attempt was made to help, no solution-oriented approach was shown, and I was repeatedly spoken to in a harsh and rude manner. Later, I asked whether it would be possible to change our seats and clearly stated that I was willing to pay for the seat change. Instead of checking properly and assisting in a professional way, I was told that the flight was full, and this was communicated in a dismissive and scolding tone. When we returned to the counter afterward, I witnessed one staff member pointing at us and telling colleagues words to the effect of “Check everything they have one by one.” This caused us public humiliation, made us feel singled out, and was deeply degrading. Although our hand luggage met the required size restrictions and fit properly into the measuring area indicated by the staff, we were still asked to pay an additional fee. When we objected, another staff member continued speaking to us in an insulting, dismissive and degrading manner. In total, we were made to pay an extra 60 euros that day. Despite us explaining that we were travelling together, one staff member refused to make eye contact and shouted, “It does not concern you,” in a highly disrespectful and unprofessional way. During this process, we also overheard mocking remarks behind our backs, including words to the effect of, “Look how I’m making them comply.” This behaviour was not only a serious failure in customer service, but also humiliating and psychologically distressing. All of this took place at the boarding gate at London Stansted for the 4:00 pm flight, starting around 3:30 pm. In addition to the disrespectful treatment and extra charges, we were unnecessarily delayed for approximately 30 minutes, repeatedly redirected through unnecessary checks and payment-related processes, and almost caused to miss our flight despite having already made the required baggage-related payments. I have already submitted a complaint to Ajet customer service about this incident but have not yet received any response. I request a full investigation into the conduct of the relevant staff at London Stansted, a formal written apology, and a refund of the unjustified extra 60 euros that we were forced to pay. I also expect assurance that such humiliating and unprofessional treatment will not be repeated toward any other passenger.