This is the shocking moment a Ryanair passenger sobbed after being stopped from boarding a plane due to her hand luggage being ‘too large’.

Filmed at Sofia Airport in Bulgaria, the dramatic footage captures a tearful woman who was brought to her knees in distress as she banged on an airport door while pleading with members of security to allow her onto the aircraft.

The incident is said to have taken place on Thursday, July 24, with the unnamed female passenger set to travel on a flight from Sofia to Vienna, Austria.

A member of ‘Border Police’ staff angrily gestures to the door, while the woman appears to emotionally plead with him.

Shocked passengers waiting to board a bus to the aircraft watched on as the tearful woman hit the doors separating her and the other passengers in despair. 

Meanwhile, three other members of staff, two of which were also seen adorning jackets titled ‘Border Police’, appeared to be closely monitoring and discussing the ensuing chaos.

Nikolay Stefanov, who witnessed the shocking ordeal and captured the video footage, said that he believed the airline had initially offered the woman to pay extra for her baggage. However, she refused, due to her bag fitting within the sizer.

Adding that the situation then ‘escalated quickly’, he said: ‘She was pleading with us not to leave, but we were threatened that the entire flight would be cancelled if we didn’t get on the bus, so passengers became frightened and left.’ 

Mr Stefanov also claimed that another passenger, who was standing behind the woman in line, with ‘no issues’, was removed from the flight.

When the confused traveller queried this, a Ryanair staff member was said to have remarked that ‘reopening the gate risked the woman trying to get on the bus’. 

Mr Stefanov added: ‘What shocked me most was the utter lack of compassion from the staff member, who looked right through the woman with complete indifference. Even though they could have resolved the problem, they simply refused.’

The passenger also claimed that a Ryanair staff member ‘deliberately hid his name badge when questioned’ and attempted to confiscate a phone from a woman who was recording the incident as it unfolded. 

Following the shocking event, Bulgaria’s Deputy Prime Minister and Minister of Transport Grozdan Karadjov has reportedly ordered an inspection of the airport’s security cameras, according to Bulgarian news site Fatki.bg.

In a statement provided to NOVA, Mr Karadjov is said to have described the behaviour of ground operator employees captured in the video as ‘outrageous’, Fatki.bg reports.

Mr Karadjkov also declared that the main ground operator involved was given the ‘highest fine’ alongside a ‘verbal warning’ that he could have his licence revoked were a similar situation to occur in the future.

But Goldair Handling Bulgaria, who provide the ground handling services for several flights operating out of Sofia Airport, have insisted that the employee acted ‘professionally and without any physical contact with the passenger’.

In a statement provided to BNT News, the company said: ‘All rules regarding passengers’ baggage, its permissible size and the fees payable for baggage are determined solely, entirely and unilaterally by the airlines, and Goldair Handling Bulgaria OOD is solely obliged to monitor compliance with these rules by the airlines. 

‘This also applies to hand luggage, as Goldair Handling Bulgaria OOD is obliged to monitor the dimensions of this baggage and collect excess baggage fees, which fees are determined by and are entirely for the benefit of the airlines.’

The handling company added that in this incident, their employee ‘did not violate the rights of a passenger’ and also did not ‘behave rudely or disrespectfully’.

The statement added: ‘The employee only complied with the rules and procedures of the airport operator and the airline, indicating the permissible dimensions of the baggage and checking for compliance with them.

‘They acted professionally and without any physical contact with the passenger.’

Ryanair’s hand luggage policy allows for passengers to fly for ‘one small personal bag’, free of charge. However, it must be sized 40cm x 20cm x 25cm and ‘fit under the seat in front of you’.  

It comes as just last month a British couple vowed they would ‘never fly with Ryanair again’ after their decision to not pay extra to reserve seats ended up getting them kicked off the flight. 

In a separate incident, Scott McCormick and his girlfriend, Helena Boshwick, both 33, were set to fly from Birmingham Airport on May 1 to Palma de Mallorca, Spain, for a week-long break and gym mentorship event.

The couple chose not to reserve seats – which typically costs between £4.50 and £33 per seat – prior to boarding as they ‘didn’t mind’ sitting apart during the two-hour flight.

The fitness mentor, from Birmingham, West Midlands, said: ‘We checked in the night before and we didn’t reserve a seat but you normally just get a random one.

‘Me and my partner thought it’s not that much of a problem if we’re not sitting together for a two-hour flight, we’re adults here.’

He added: ‘We were the first ones at the gate ready for boarding. The lady scanned our boarding passes and told us to step to the side for a second. That moment was a red flag, I thought: ‘There’s something happening here’.

‘When everyone boarded, she said: ‘the plane is full, there’s only one seat remaining and we will have to reimburse you for the other seat or you’ll have to get on the next flight’.’

The news led to Scott and his girlfriend having a ‘meltdown’ as they had wanted to catch the same flight and arrive to their destination together.

He explained: ‘There was no compassion or care whatsoever. After going back and forth we said we’re not going to take separate flights and be in separate countries for hours.’

Despite the gym owner claiming that Ryanair said they would initially receive a refund for both tickets, when the couple went to the check-in desk again, they were reportedly told they still had to pay for one of the tickets – while Scott claims he never received a refund.

According to the holidaymaker, one of the seats had been marked in the system as a cancelled booking, while the other was put down as a missed flight – meaning the pair would be reimbursed for one while the other had to be paid for.

The couple reportedly shelled out a further £100 on a new ticket and waited four hours for the next departing flight to Palma.

Though the pair were assured that a refund would be processed for one of the tickets, Scott claims he has still not received it or heard from Ryanair.

He claims the experience felt like ‘discrimination,’ and that the couple were singled out because they are ‘young’ and childfree.

The fitness fanatic said he will now avoid flying with the airline due to the staff members’ ‘lack of compassion.’

Ryanair later shared a response to Scott and Helena’s complaints, simply saying: ‘Today is a good day to separate couples onboard.’

A Ryanair spokesperson said: ‘This passenger booked a Basic Fare ticket for this flight from Sofia to Vienna (24 Jul), which allowed them to carry a small personal bag onboard.

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. As a result of their aggressive behaviour, the gate agent denied this passenger boarding for this flight from Sofia to Vienna.’

MailOnline has approached Goldair Handling, Sofia Airport and Grozdan Karadjov for comment.