Woman refused TUI flight to Mexico because of ‘small stamp’ in passport, then flew BA for £1,200 | My news from London

A holidaymaker from Croydon was forced to cough up £1,200 for a last-minute British Airways flight to Cancun after being refused the original TUI plane over fears a “slight signature” on her passport would cause her problems with control of the Mexican border. Laila March, 25, a private tutor, planned the trip with her sister Kaemarnie, 21, to celebrate graduating from university, and the pair thought they had landed a “cheap deal” when they found a package for less of £1,000 per person. through YOU.

However, the festive cheer took a turn for the worse at Gatwick Airport on June 7 as Laila was told she would not be allowed to board due to apparent damage to her passport – even though she regularly uses the same passport for business trips including for a return flight. from Morocco just a day before. Determined not to ruin her holiday Laila, who is studying to become a French and Spanish teacher, decided to try her luck with British Airways and was relieved when BA staff had “no problem” with the status of her passport.

Desperate not to leave her little brother in trouble, Laila bit the bullet and paid the significant sum for a last-minute ticket, and luckily, upon arrival in Mexico, encountered zero problems at customs. But having to pay an extra £1,200 has put a dent in Laila’s savings, which she plans to use in September when she starts a postgraduate degree in education at Cambridge University.

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After lodging a complaint in the hope of being reimbursed for her expensive ticket, Laila was initially told by TUI that her case had been closed. However, after two weeks, the tour company agreed to refund his money.

“I think it’s crazy that TUI can say my passport is damaged and not allow me to board for fear I won’t be allowed into Mexico by passport control and then another airline has no problems with the same passport, let me fly to Mexico and then go through passport control,” Laila told PA Real Life. “I’m studying to be a teacher, I’m starting in September and that money was money I’d been saving to set up for university.”

The UK Passport Office website points out that a passport is considered damaged if “you cannot read any of your details, any of the pages are torn, cut or missing, there are holes, cuts or tears in the cover, the cover is peel off or there are stains on the pages, for example ink or water damage”.

“It was a very small mark, almost like a little scratch on the right side of the page, but you have to look very closely to see it that I hadn’t even noticed until they pointed it out,” Laila said. Keen to celebrate her younger sister’s graduation from Keele University with a law degree, Laila was on the lookout for a festive offer.

They came across “a really cheap deal” on the TUI website, offering a week’s stay at the Azul Beach Resort Riviera in Cancun, Mexico, for less than £1,000 per person, including flights. “It was the first time it was just the two of us going on holiday,” said Laila, recalling the excitement ahead of their planned departure from Gatwick Airport on June 7. The trip was due to start a day after Laila returned to the UK from Morocco, where she had been working as a tutor.

The pair arrived at the TUI check-in desk in Gatwick’s North Terminal two hours early, anticipating a smooth process to collect their tickets and some free time before boarding their flight. However, things took an unexpected turn when the check-in assistant scanned their passports. Just as they were about to receive their boarding passes, the assistant noticed a small smudge in the upper right corner of Laila’s passport photo page.

Laila recounted the moment: “She said, ‘What happened to your passport? What is this mark on him?” Apparently there was a small mark on the photo page, but it wasn’t over any detail and everything was still readable.”

She continued: “He called someone who took my passport and disappeared for half an hour, even though I explained to him, I flew into this airport yesterday and have traveled many times in the last year.” After a tense 45-minute wait, Laila was faced with the devastating news that she would not be allowed to board the plane.

The reason given was strict entry requirements: “They said Mexico has strict passport control, so I might not be allowed into the country,” Laila said. “According to them, my passport was damaged so they couldn’t allow me to fly with TUI because if I get to Mexico and they send me back, there will be a charge for them.”

Laila was presented with three options: apply for an emergency passport and travel a few days later, change the name on her booking so someone else can travel in her place, or see if another airline would accept the passport. “They told me that British Airways was flying out of the South Terminal this afternoon: ‘Maybe you could try them?'” Laila recounted. “But you just said my passport was damaged, how can you recommend I use another airline?”.

Laila didn’t want to ruin her sister’s graduation vacation, but she was also worried because she had never traveled alone before. With no time to waste, Laila headed to the South Terminal to present her case.

She said: “I spoke to someone who works at Gatwick and showed them my passport. I told them what TUI said and he said “this is not damaged, go talk to British Airways and see what they say”.

The BA office inspected his passport and confirmed he could buy a new ticket for £1,200 and fly that very afternoon. “They were able to scan my passport and print my boarding pass, just like the TUI lady,” said Laila. “It was absolutely no problem, I just had to pay an extra £1,200.”

Upon arrival, Laila was still nervous, thinking Mexican border control might deny her entry, but again, they checked her passport and allowed her through. Laila handed over her passport and luckily she was able to understand what the border control officers were saying because she can speak Spanish: “They said her passport is not damaged because no pages have been ripped off, you can scan it and everything is clear. , legible and you can see his face.”

Laila was hoping for a full or partial refund from TUI for her BA flight, which cost more than the entire holiday, after she lodged a complaint. She was initially told TUI would look into the matter, but on June 16, she received an email saying her case had been closed. However, in a twist of events last week, on June 21, Laila received another email confirming that she would be reimbursed for her BA ticket within the next two weeks.

Despite enjoying her time at the hotel, Laila admitted her “good holiday” was overshadowed by unexpected expenses. The £1,200 she had to pay was part of her savings towards her postgraduate studies at Cambridge University, where she plans to train as a French and Spanish teacher from September.

“I’m going to study at Cambridge University and it’s not a cheap city, so that money could have gone towards my deposit,” lamented Laila. With another TUI holiday to Jamaica booked for September, Laila, anxious to avoid a repeat of the ordeal, applied for a new passport. She expressed her frustration with TUI, saying: “This whole experience with TUI has just left a sour taste in my mouth and I just want to avoid it happening again.”

A TUI UK & I spokesperson said: “We are sorry to hear that Ms March was unable to travel with TUI as planned due to the damage to her passport. Customers are advised via email and on our website, at the time of booking and prior to travel, that UK Government passport requirements must be met.”

The spokesperson continued: “We strongly advise customers to check that their passports are not damaged, as if there is any concern a passenger may be refused entry to their destination, they will be refused travel at the discretion of the team our check-in. Details of passport validity can be found here: www.gov.uk/renew-adult-passport/replace”.

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