A couple have said they were escorted out of the airport and treated ‘like criminals’ due to a mistake on one of their passports.
There’s always so much to remember when heading off on holiday, and arguably the most important is your passport.
Have you remembered to pack it? And is it still in date?
The couple faced a dilemma when heading off on holiday. (Kennedy News and Media)
But when Rory Allen and Nina Wilkins, from Warwickshire, headed off on holiday to Costa Brava, in Spain, they encountered a huge problem at the airport.
After arriving at East Midlands Airport, the pair headed to the Ryanair check-in desk where they showed their passports, claiming there were no issues raised.
They then went through to security, before reaching the boarding gate, where they ran into an issue.
After Nina’s passport was checked once again by staff, she was told that she couldn’t board the flight.
Rory says the pair were taken to collect their luggage before being escorted out like ‘criminals’.
“We checked in our bags at the Ryanair desk,” said Rory.
“She looked at all of our passports and didn’t really bat an eyelid and then we went through security.
“By this point we’re happy because we’re in the airport and our holiday is beginning.
“We weren’t even thinking about the possibility of not being let on the plane.
“[At the boarding gate], they opened Nina’s passport, made a couple of gestures through their radios and they said they wouldn’t let us on the flight with this passport.”
Nina’s passport was stained. (Kennedy News and Media)
The issue was down to a stain on Nina’s passport, which the couple hadn’t realised was there.
According to information on the Post Office website, a passport is classed as damaged if details are indecipherable or if there’s any discolouration.
“There is a stain on the passport. It looks like a tea stain. Nina and I have already been away this year and used that passport,” said Rory.
“We didn’t think it was an issue as we had already used the passport (with the stain) in other airports.
“It’s just a stain on her passport. Everything is still visible. Nina broke down instantly and started crying and panicking.
“We had to leave the gate where you get on the plane, go to baggage reclaim as if you were coming back into England and then leave the whole airport.
“After we got our bags, we got escorted out of the airport like we were criminals and it was embarrassing.
“While we were going to get our bags from baggage claim, the Ryanair manager said we would be able to fly with Jet2 as they accept passports with a little damage.
“I don’t understand how one airline can do this and another doesn’t. It just baffles me.”
The couple ended up paying £260 for new flights with Jet2, who allowed them to travel.
The pair ended up being able to fly with Jet2. (Kennedy News and Media)
While they managed to arrive in Spain eventually, the trip was hugely stressful and far more expensive than they had imagined.
Speaking about the ordeal, Nina added: “I got really upset and I cried and I got so anxious.
“I suffer with cystic fibrosis and signed as disabled so the way I felt I was escorted out the airport, there was no care or help.
“We missed our booked transport so had to buy more and this cost us around £70.”
A Ryanair spokesperson said: “This passenger was correctly refused travel from East Midlands to Girona (7 Jul) as their passport was damaged and therefore not valid for travel.
“Ryanair requires each passenger to ensure that their passport is valid for travel in line with the relevant requirements at the time of travel.”
LADbible has contacted Ryanair, Jet2 and East Midlands Airport for comment.