The female staff at the London airport at the boarding gate refused to allow us to take one piece of our hand luggage on lard te aircraft despite us being within our size and weight dimensions. She cited the aircraft being full and a male colleague at the gate stepped in to offer to checkin the luggage for free. Not only was her tone unpleasant but that she let others through with more pieces through leaving us feeling short changed. We travel frequently and my previous travels on OS have been good ones. The baggage handle was damaged upon arrival but considering the late hour we arrived and our driver waiting we did not complain regarding the mishandled baggage.