A couple experienced a distressing incident at the airport due to an oversight on one of their passports, resulting in them being treated ‘like criminals.’

As many of us know, preparing for a holiday involves various important steps, with ensuring your passport is valid being one of the most crucial.

If it is up-to-date? Have you remembered to pack it?

Rory Allen and Nina Wilkins, from Warwickshire, encountered a significant problem when heading off on their holiday to Costa Brava, in Spain.

After arriving at East Midlands Airport, everything seemed to be going smoothly. They checked in at the Ryanair desk, and their passports were accepted without any issues. Confidently, they went through security and proceeded to their boarding gate.

Unfortunately, at the boarding gate, they faced an unexpected issue. Nina’s passport, upon being re-checked by staff, was found problematic, and she was informed she couldn’t board the flight.

Rory says they were made to collect their baggage and were then escorted out of the airport in a manner that felt like they were ‘criminals.’

Recalling the bewildering experience, Rory shared, “We checked in our bags at the Ryanair desk, and the staff looked at our passports without any concern. After security, we felt at ease, anticipating our holiday. The possibility of being denied entry didn’t even cross our minds.

At the boarding gate, staff examined Nina’s passport again, communicated through their radios, and then informed us that we could not board the flight due to this passport.” The issue arose from a stain on Nina’s passport, which they hadn’t realized was there.

According to the Post Office, a passport is deemed damaged if details are unreadable or if there is any discolouration. Rory explained, “There’s a stain on the passport resembling a tea stain. We had already used this passport earlier this year at different airports and faced no issues. Everything on the passport is still visible.” The unexpected refusal brought Nina to tears instantly.

Rory elaborated, “We had to leave the boarding gate area, retrieve our luggage as if returning to England, and leave the entire airport. After getting our bags, we were escorted out like criminals, which was embarrassing.»

While retrieving their baggage, the Ryanair manager mentioned that Jet2 allowed slightly damaged passports, which gave them an alternative option. However, the couple then had to spend an additional £260 for a new flight with Jet2, which accepted the passport’s condition.

The additional expenses, as well as the distressing ordeal, made their journey far more stressful and costly than initially planned.

Nina, reflecting on their experience, said, “I was really upset and cried, getting extremely anxious. Suffering from cystic fibrosis and being registered disabled, the lack of care and support while being escorted was disheartening. We also missed our pre-booked transport, which added another £70 to our unexpected costs.”

A Ryanair spokesperson stated, “The passenger was correctly refused travel from East Midlands to Girona (7 Jul) due to a damaged passport, which is not valid for travel. Ryanair requires all passengers to ensure their passports are valid per travel regulations.”