Woman barred from plane over 'slight' passport mark

Laila March had to buy a British Airways ticket after being turned away by TUI

A south London woman was barred from her TUI flight because staff feared a "slight mark" on her passport would see her turned away by Mexican border control.

Laila March, 25, from Croydon, was forced to shell out £1,200 for a British Airways flight after she was blocked from boarding her original TUI plane at Gatwick Airport on 7 June.

She was told she could not board the plane because her passport was damaged – even though she had just flown back from Morocco the day before.

Ms March has since been told TUI will refund the cost of the BA ticket.

'Very small mark'

Ms March said Mexican border control examined her passport and waved her through

"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," Ms March said.

"It was a very small mark, almost like a little scratch on the right hand side of the page but you would have to look very carefully to see it – I hadn’t even noticed until they pointed it out."

Ms March said the holiday was tarnished by having to pay for a second flight

The UK Passport Office’s website states that a passport is considered damaged if "you cannot read any of your details, any of the pages are ripped, cut or missing, there are holes, cuts or rips in the cover, the cover is coming away or there are stains on the pages, for example ink or water damage".

Ms March raised a complaint with TUI in the hope of getting a full or partial refund for her BA flight, which cost more than the holiday.

She was told TUI would investigate the matter, but on 16 June she received an email that said her case had been closed.

On 21 June, she received another message to say the company would be refunding the cost of the BA ticket in the next two weeks.

'Sour taste'

Ms March has now applied for a new passport over fears she will be turned away by TUI again for her trip to Jamaica in September.

"This whole experience with TUI has just left a sour taste in my mouth and I just want to avoid it happening again," she said.

A spokesperson for TUI UK & I said: "We’re sorry to hear Ms March was unable to travel with TUI as planned due to the damage on her passport.

"Customers are informed by email, and on our website, at the time of booking and prior to travel that UK Government’s passport requirements must be followed.

"We strongly advise that customers check their passports are damage free as if there is any concern a passenger could be denied entry to their destination, they will be denied travel at the discretion of our check-in team."

Details of passport validity can be found here.