I am extremely outraged by the unacceptable behaviour of the employee of the ground handling operator “Goldair Handling Bulgaria” during yesterday’s luggage dispute involving a passenger of “Ryanair”. Instead of making efforts to defuse tensions during these peak travel months, he contributed to the escalation of emotions and behaved rudely towards her. Before noon today, I instructed the Directorate General “Civil Aviation Administration” to review the CCTV recordings and to conduct interviews with witnesses to the incident and with representatives of the Border Police. All were unanimous that the ground handling operator did not fulfil its obligations to the required standard.
For this reason, the manager of Goldair Handling Bulgaria was summoned to the “Civil Aviation Administration” today, where the highest possible fine was imposed on him, together with an oral warning that the company’s licence would be revoked in the event of any recurrence. Passengers have rights which must be respected. Even when there are violations, there is a procedure by which they are established. And no one has the right to treat people’s dignity in such a disgraceful manner!
