The police were called to Bristol Airport on 28th March following an incident on board a Ryanair flight arriving from Tenerife. According to the airline, the intervention was prompted by the "disruptive behaviour" of a passenger who attempted to purchase food and drink onboard but failed to pay for it.
The passenger, Ann-Marie Murray, a 55-year-old housing association employee from Gloucester, reportedly ordered a bottle of water, a soft drink, and some Pringles, totalling £7 (€8.50), however, when she tried to pay by card, the onboard payment terminal failed to process the transaction, and she did not have cash as an alternative.
Murray said "I thought it was a joke when the crew said they had called the police”, and claimed she tried to pay several times and even offered to settle the bill after landing. She stated that she remained calm throughout and did not raise her voice. Despite this, the cabin crew told her they had alerted police, alleging that she had not followed their instructions.
Upon landing in Bristol, three officers boarded the aircraft and asked Murray to accompany them. She was later bundled into the back of a police car and taken to a cash machine where she paid the outstanding amount. The police confirmed that no charges were filed, as the matter was considered a minor civil dispute.
Ryanair later issued a statement explaining that the passenger had consumed the items without paying for them and did not cooperate during attempts to resolve the issue. The airline reiterated its "zero-tolerance" policy towards any behaviour that disrupts flight operations or affects the safety and comfort of other passengers and crew.
Avon and Somerset Police confirmed their involvement was brief and no legal action was taken once the issue had been resolved.
Murray, who had travelled to Tenerife with her partner to celebrate her birthday, described the experience as “embarrassing” and said she would never fly with Ryanair again. She also noted witnessing a similar situation on a previous flight and believes the cabin crew should have handled the matter with more flexibility.
