June 25th 2024.
The airline TUI recently caused frustration for Laila, a British woman who was forced to spend £1,200 due to a minor mark on her passport. Laila had booked a trip to Mexico with her younger sister Kaemarnie to celebrate her sister's graduation. She thought she had found a good deal with TUI, but upon arriving at Gatwick Airport, she was told that she could not board the plane because her passport was damaged. This came as a surprise to Laila, as she had used the same passport to fly back from Morocco just the day before.
Desperate to not let her sister travel alone, Laila quickly purchased a last-minute ticket from British Airways for a whopping £1,200. To her relief, British Airways had no issues with her passport and allowed her to board the plane. Laila, who works as a private tutor, had been saving up money for her postgraduate degree in education at the University of Cambridge. The unexpected expense of £1,200 put a dent in her savings, but she was determined to make the most of her trip with her sister.
Laila complained to TUI about the issue, and although they initially closed her case, they have now agreed to reimburse her for the British Airways ticket. Laila had not even noticed the minor mark on her passport until the TUI staff pointed it out to her. She was frustrated that such a small mark could cause such a big problem, especially since she had not encountered any issues with it during her previous travels.
According to the UK Passport Office's website, a passport is considered damaged if any of the details are unreadable, there are rips or cuts in the pages, or if there are any stains or holes on the cover. Laila had simply wanted to book a holiday to celebrate her sister's graduation, and she was not expecting this kind of hassle.
The sisters had planned a one-week trip to the Azul Beach Resort Riviera in Cancun, Mexico, for a reasonable price of under £1,000 per person, including flights. It was meant to be a special trip for the two of them, and Laila was excited to spend quality time with her sister. However, things took a turn for the worse when they arrived at the TUI check-in desk at Gatwick Airport. Laila had arrived two hours early, expecting to have plenty of time to relax before their flight. But the check-in assistant noticed a small stain on the top right corner of Laila's picture page and informed her that she could not board the plane.
After waiting for 45 minutes, Laila was given three options: to apply for an emergency passport and travel a few days later, to change the name on her booking so someone else could travel in her place, or to see if another airline would accept her passport. Laila was determined to not let this issue ruin her sister's graduation holiday, but at the same time, she was anxious about traveling alone. In the end, she had to purchase a last-minute ticket from British Airways and hope for the best.
Upon arriving in Mexico, Laila was still worried that she might encounter issues with her passport at border control. However, to her relief, the Mexican officials had no issue with her passport and she was allowed to enter the country. It was a frustrating experience for Laila, and she felt like her holiday was tarnished by the whole ordeal.
Thankfully, TUI has since agreed to give Laila a full refund for the British Airways ticket. Laila enjoyed her holiday with her sister, but she couldn't help but feel that the experience could have been better if she had not encountered any issues with her passport. TUI has stated that they inform customers about the UK Government's passport requirements at the time of booking and prior to travel. They strongly advise customers to ensure that their passports are damage-free, as any concerns could result in being denied entry to their destination. Laila's story serves as a reminder to always check the condition of your passport before traveling to avoid any unexpected issues.
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