Losing one’s passport is not the only concern to have while traveling in a foreign country. Over the years, numerous travelers have been denied boarding over documents that have been soaked, ripped or damaged in some way during the numerous things that can occur while moving around and sightseeing.
Discretion around whether a passport can be accepted is often left with the airline boarding agent or customs officer letting one into the country — this week, 25-year-old Laila March was denied boarding on a TUI Group (TUIFY) flight from London to Cancun over a “slight mark” on the data page of her passport.
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As Mark described to British news outlet The Independent, the gate agent at Gatwick Airport told her she would not be able to board the plane because her passport was damaged. Mark, who was traveling with her sister Kaemarnie, had returned to England from a trip to Morocco a few days before and had no issues with her passport brought up at any point.
‘Just insane’: Traveler denied boarding by one airline, allowed by another
But as there is no way to “argue out of” the decision once one is denied boarding, Mark decided that the only way to save her trip was to try another airline. Letting her sister go on the Tui flight as scheduled, Mark paid £1,200 (approximately $1,522 USD) for a same-day flight to Cancun on British Airways.
While the £1,000 (approximately $1,268 USD) she paid for her original ticket was lost, Mark was allowed to board and continued on with her trip rather than having to go home and take time to apply for a new passport.
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“I think it’s just insane that Tui can say my passport is damaged and not allow me to board for fear I’m not going to be allowed into Mexico by passport control, and then for another airline to have no issue with the same passport, let me fly to Mexico and then I get through passport control,” Mark told a local news outlet.
‘This whole experience just left a sour taste in my mouth’
She was also allowed into Mexico without any issue and said that, after double-checking with a customs officer, was told there was no problem because “no pages have been ripped out, you can still scan it and everything is clear.”
TUI Group, which issued a statement saying it was “sorry to hear Ms March was unable to travel” but pointed to United Kingdom passport requirements that “must be followed,” likely has to do with the fear that she would be denied entry at Mexican customs.
In such cases, the airline is responsible for bringing the passenger home and while mainstream airlines are more likely to assume the risk and associated costs, low-cost carriers have been known to take the overly cautious route and not let the passenger board — a choice that can save money in the short-term but lead to bad PR from dissatisfied customers.
“This whole experience with Tui has just left a sour taste in my mouth and I just want to avoid it happening again,” Mark said.
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