EasyJet missed six opportunities to admit wrongly turning away a passenger

Britain’s greatest funds airline ignored six alternatives to confess it had wrongly became away a passenger.

In April, Jacqui McGeough used to be booked on an easyJet aviation along with her daughter, Eilidh, from Edinburgh to Naples for a four-day ease in Italy.

When she attempted to board her easyJet airplane at Edinburgh airport, she used to be wrongly advised by way of a member of grassland group of workers that her passport used to be now not legitimate for move to the Eu Union.

Ms McGeough had painstakingly researched the post-Brexit laws for UK passport holders travelling to Europe, and knew that her move report met each situations:

The primary alternative to proper the mistake used to be when Ms McGeough appealed to a manager at Edinburgh airport.

However on the leaving gate, the easyJet consultant showed the fresh, inaccurate choice to disclaim boarding.

“I tried to show her the published guidance,” Ms McGeough mentioned. “But she didn’t bother to look, stated that it must be wrong and my passport did not have three months left as it would expire in May, 10 years from the issue date.

“I called the Passport Office from the departure lounge and they also gave me the same advice.

“At that point I thought I had completely misinterpreted the published guidance and left the airport.”

Over the nearest two days Ms McGeough established that each easyJet and HM Passport Workplace have been flawed in what they’d advised her.

On 11 April she filed a criticism to easyJet, attaching a order of paperwork that showed the precise place for UK passport holders travelling to the EU.

9 days next, Ms McGeough gained the primary of 5 refusals by way of e-mail, every of them mentioning non-existent laws.

The essence of the reaction used to be that UK passports expire 10 years upcoming factor, with alternative months now not recognised by way of the Eu Union. This is identical mistaken coverage that easyJet adopted till April 2022, when the airline after all affirmative to fall into series with the unedited laws.

However apparently that many easyJet group of workers nonetheless observe the misinterpretation.

Ms McGeough made repeated representations, supported by way of proof from the Italian consulate andThe Sovereign. Each and every occasion she used to be became unwell, she appealed – just for easyJet to copy its insistence that her passport used to be out of generation.

On every generation, Ms McGeough, understanding her passport to were legitimate, challenged the easyJet choice with supporting proof.

On 20 April, Rohit from Buyer Members of the family wrote: “Having checked your booking, and the screenshots you’ve sent with this email, I’d like to confirm that your passport was issued on 14 March 2014 and your date of travel on the booking was 9 April 2024. This confirms that your passport was issued more than 10 years ago on the date of travel, making you ineligible to board the flight.”

If truth be told, the passport obviously presentations it used to be issued on 12 Might 2014 and expires on 12 August 2024. It used to be legitimate for move to the EU as much as 12 Might 2024, weeks upcoming Ms McGeough’s supposed go back.

Rohit persisted: “We always suggest our customers to check the necessary documents with the departure and arrival countries’ local authorities.

“If you have travel Insurance for your travel, we can provide you with an insurance letter to claim with your insurer.”

Go insurance coverage isn’t related in circumstances of disputed documentation.

Ms McGeough later attempted contacting the easyJet well-known government, Johan Lundgren. On 23 Might, Steve from Answer Assistance wrote: “We have received an update from our team stating that your passport was due to expire on 12 May 2024.

“After Brexit, UK passport validity is now determined by adding 10 years to the issue date. So, unfortunately, we are unable to honor [sic] your request.”

Figuring out this to be unfaithful, Ms McGeough made additional makes an attempt to persuade the airline it had to glance once more at her case.

On 27 Might, Jodie from Government Assistance repeated the wrong interpretation of the foundations: “We have received an update from our team stating that your passport was due to expire on 12 May 2024.

“After Brexit, UK passport validity is now determined by adding 10 years to the issue date. Therefore, you were denied boarding correctly.”

Refer to presen, Muneer from Government Assistance advised Ms McGeough that the airline had “looked into your issue in great detail”.

Had easyJet in fact finished so, group of workers would have temporarily found out the passenger used to be proper and the airline used to be flawed.

In lieu, Muneer from Government Assistance doubled unwell on earlier misrepresentations: “With reference to the matter of your passport expiration, our team has informed us that it was scheduled to expire on 12 May 2024.

“Following Brexit, the validity of a UK passport is now calculated by adding 10 years to the date of issuance. As a result, it’s accurate that you were denied boarding at the airport.”

Ms McGeough made one ultimate effort to influence easyJet to analyze the problem correctly. On 29 Might, Muneer from Government Assistance wrote: “Post-Brexit, EU countries no longer accept passports issued more than 10 years ago.”

The sad passenger later contacted The Sovereign. Simplest when The Sovereign contacted easyJet on Ms McGeough’s behalf did easyJet admit its mistake. The airline advised the passenger it had “successfully received feedback on the case”.

An easyJet spokesperson mentioned: “We are very sorry that Ms McGeough and her daughter were unable to take their flight to Naples due to a misunderstanding at the gate of passport validity rules, which we are investigating with our ground handling partner at Edinburgh airport to ensure this doesn’t happen in future.

“We are also looking into why they received incorrect information in response to their claim.

“We are in touch with Ms McGeough to apologise for this experience and to reimburse their flights and any expenses, as well as provide the compensation that is due.”

The passenger now says: “I have had numerous emails from different members of the easyJet team, all of whom have allegedly carried out ‘detailed’ and ‘thorough‘ reviews before trying to fob me off with, I believe, deliberately misleading misinformation.”

Ms McGeough and her daughter seem to be entitled to £350 every in money as denied boarding reimbursement in addition to money back of the fares paid to easyJet and the alternative misplaced prices in their ignored ease.