When Laila March arrived at Gatwick Airport last week, excited for her long-awaited summer vacation in Cancun, she never expected to be turned away at the check-in gate. But that’s exactly what happened when airport staff claimed there was an issue with her passport.
Laila, a 25-year-old private tutor, had booked a “cheap deal” with TUI for her and her sister Kaemarnie to enjoy some much-needed time together. They were hoping to relax on Cancun’s beautiful beaches and celebrate Kaemarnie’s recent graduation from university.
Arriving at the airport’s North Terminal well in advance, the sisters were eager to make the most of their time. However, their excitement quickly turned into disappointment when the assistant at TUI’s check-in desk scanned their passports and informed Laila that she wouldn’t be allowed to fly.
The reason? A slight mark on the corner of the photo page of her passport. Despite the mark not affecting any important information and being barely noticeable, the TUI representative deemed her passport invalid for travel.
Confused and frustrated, Laila explained that she had flown into the same airport just the day before without any issues. She was shocked that such a small mark could prevent her from boarding the plane.
According to the UK’s passport office, a passport is considered damaged if vital details cannot be read, pages are ripped or missing, the cover is torn or coming off, or there are stains from ink or water damage. None of these criteria applied to Laila’s passport, yet she was still denied.
She was given three options by TUI staff: apply for an emergency passport (which would delay her trip), change the booking to someone else, or try another airline and buy a new ticket. Feeling cornered, Laila decided to speak to a representative from British Airways, who confirmed that her passport was not damaged and allowed her to fly that same day.
However, this sudden change of plans came at a high cost. Laila had to spend £1,200 on new flight tickets, money she had been saving for her upcoming postgraduate certificate in education (PGCE) at Cambridge University. It was a tough decision, but she was determined to make it to Mexico.
Upon arrival in Mexico, Laila faced no issues at customs, further highlighting the inconsistency of TUI’s decision. After raising the issue with TUI, the holiday-package firm agreed to reimburse her for the new ticket, but the frustration of the experience remains.
It’s baffling that TUI could claim her passport was damaged while another airline had no problem with the same passport. This incident serves as a reminder for all travelers to ensure their passports are in pristine condition before embarking on a journey.
TUI released a statement expressing their regret for the inconvenience caused to Laila and reiterated the importance of following the UK Government’s passport requirements.
