Good afternoon, my name is Filipa Carvalho and I live in Oporto, Portugal. My family (mother and sister) and I've never been so badly treated and humiliated as we were in your Stansted airport.
The situation occurred on May 18, 2011 at Stansted Airport, where we were to catch our plane flight to Porto with Ryanair departure time at 9:45 in the morning. At the boarding gate an employee asked us to put the luggage of my mother in a box to confirm the size of luggage ... informed us that for about 1cm baggage would have to go in the basement and had to borrow 40 pounds. We do not understand the situation but obviously not refuse to pay, and my sister made the payment immediately!
To understand the situation I questioned another employee, my mother's luggage had been accepted at the airport in Oporto Sá Carneiro and have gone with her on the plane and now with the same bag with the same weight and same dimensions, be refused and now in London need to go into the basement. The two employees were not interested in explaining to us the situation and the whole conversation with face of joke, that most seemed to enjoy us and humiliate us. My sister because of this visible lack of respect, asked the employee who identified himself. The clerk of the airport refused to give her name and told to shut up and called her stupid.
Immediately came a man who also works at the airport (do not know what position / function of it at the airport) he wanted to understand the situation and he tried to calm us, but it was impossible we could not even hear it even, because we were insulted by worker's own airport ... she told my sister "Shut up, stupid girl."
We tried to explain the situation to this gentleman explained to him that the clerk of the airport insulted my sister, even after we make the payment and we wanted to talk to someone in a senior position to complain and to claim! In subtle and in a threatening tone of voice he told us "If you guys come back to talk about that which the employee insulted your family, you do not board the plane."
With this threat and shame and humiliation by staff, we were even more nervous and we only thought about going back to our country.

We got on our plane and we headed to the hosts of Ryanair to present, the hosts were not surprised because they said it was usual those two employees in question (the balcony door stansted shipping) are rude and bad mannered with Portuguese / Spanish / Italians, they immediately gave us your website to the complaint.
I have also noted that during this discussion, the officials spoke only English, refusing to speak Spanish or another language. How is it possible that an airport in England are working employees who only speak English?

Imagine how we feel and the idea that we get from the airport in London ... we get a very bad idea!
Believe that we feel very humiliated, they joked with my family and me.
I hope these officials are held accountable for what they did to my family and me. The situation at issue is not the money we pay for luggage, but the lack of education officials present at the counter, checking the luggage that is next to the boarding gates.

Regards, Ana Filipa Carvalho