Awful BA experience advice please

Nickb12

Below is a copy of a rushed anger filled email sent to BA which will no doubt get ignored! Any legal advice appreciated

Afternoon

I'd like to inform of quite possibly the worst day of my life which should of been the start of a much anticipated Xmas holiday. I booked a package holiday with yourselves ref xxxxxx departing from Gatwick 19th December destination Las vegas and returning to Heathrow. Check in was fine flight was on time about to board the flight at the gate that's where the drama began. Firstly the operative at the gate who I think was G4S let it be known to me that he was unhappy at the fact my passport was in a case but that was least of my problems. I'm a British Citizen born and bred and have travelled to the US twice previously in 2010 / 2011 now upon looking at my passport he notices there is an error as it says British Subject? Obviously I was unsure what that meant I've had the passport 8 years and never had any issues so politely asked the meaning of it which was met with a rude slightly IMO racist remark stating that I'm not a Brit? I pointed out it said under birthplace that I was born in Leicester and that I've never resided in any other country to which he shook his head as If I was a liar. All this time Que behind me is building people watching and as you could imagine it was at this stage embarrassing. He passes me on to a colleague who I thought would simply get to bottom of issue and let me join the rest of my travelling party. The colleague again in full public view looked at passport called via telephone somebody then coldly stated that as I was not British even though I am! That I will not be travelling on the flight and its not BA's problem as I don't have a VISA. As I mentioned to him again in full public view that I'm British I have a valid ESTA which I've used In 2 years previous he basically said not his problem and to step out the que and wait for somebody to take me to collect my luggage. I've never felt so low and helpless In my life I was treated like a criminal but this was just the start. I was left waiting at gate for an hour watching plane take off then taken to the bag collection with know one having an idea about my bag. I finally give up leave arrivals head round to departures where I find a BA rep who agrees that clearly there is a typo on passport as have travelled US before on ESTA and in order to get ESTA they check your passport number to confirm eligibility. She tried to locate my bag but apparently no trace of my bag is basically missing In the system! 4 hours later I file a missing baggage report then basically kicked out, no information about re booking no compassion no empathy no bag and no holiday. I expected a service second to none from one of the worlds leading airlines but this turned out to be a disaster on the scale that's impossible to make up. I have a meeting planned with my local MP regarding this and will also be notifying national press if this issue isn't resolved soon. I understand fully that the typo isn't your issue and I'm already taking that up with passport office but the rest of it is. Holiday of a lifetime ruined at a massive expense not to mention fuel parking hotel etc which I have receipts for.

I look forward to your response

gardner1

you dont get typo errors on passports

Nickb12

You do as I have it and have spoken to them which they have confirmed. I'm guessing a wrong option was selected when they printed or whatever. British subject means non Brit yet I am! I know someone with wrong dob on a passport

shaun_from_Africa

gardner1 wrote: »

you dont get typo errors on passports

Really?
How do you explain the fact that when I received my UK passport following renewal a couple of years ago, my Surname had been misspelt?
They had the first letter wrong which gave me a totally different name.

Nickb12

The problem for me is that I didn't realise British subject was incorrect therefore never noticed in the 8 years I've had the passport. They will renew FOC and have to submit claim but will see what BA say in meantime as you wouldn't treat your worst evemy the way they treated me.

cubegame

Harsh as it may seem, I'm sure it is the holder's responsibility to check a passport for accuracy on receipt. They got mine wrong too.

malkie76

Worst day of your life? Get some perspective please.

So your passport is wrong, but somehow it's BAs fault?

Nickb12

Yes but I'm not trained to know what the definitions mean. A name error maybe but not this.

My issue is with the treatment I received and the fact they didn't allow me to travel knowing that I had a valid esta and precious US stamps Do you think the yanks would give an esta to an ineligable person? I think the point is being misses here

photome

malkie76 wrote: »

Worst day of your life? Get some perspective please.

So your passport is wrong, but somehow it's BAs fault?

I dont get it, why wouldnt BA fly the OP, you dont have to be british to fly.

what am I missing as he said he has an ESTA etc.

Why wouldnt it be the worst day of his life, the rest may have been easy.

It cant have been fun if everything happenes as laid out in OP

bagand96

The problem is that BA would have carried a big risk in taking you to the states. The US is very fussy at border control. You need to eligible for visa waiver or have a visa to enter. If the US had refused entry then BA would have to fly you straight back and could face a large fine (not sure about the US but I think the UK fines airlines £2000 if they refuse entry to someone due to documentation problems)

Therefore the airline has an obligation to ensure a passenger does meet entry requirements. And they will check. If for any reason the passenger doesn't have it in order then they will refuse carriage. This will be in the T&C's you agreed to when buying your BA tickets.

In your case this was a minor error on your passport and you've travelled to the US before with it completely unnoticed. It was only the eagle eyed guy at Gatwick that spotted it. Unfortunately though once BA are aware there's little they can do. Carrying you on the basis that US immigration hadn't spotted it before probably wasn't an option.

When you say you were kicked out of Gatwick was that really the case? Did you not visit the BA desk to discuss your options? I'm guessing your complaint is based on your treatment by staff on the day and how they handled it? (because BA will stand by their decision)

Sorry you lost your holiday, must be awful.

photome

bagand96 wrote: »

The problem is that BA would have carried a big risk in taking you to the states. The US is very fussy at border control. You need to eligible for visa waiver or have a visa to enter. If the US had refused entry then BA would have to fly you straight back and could face a large fine (not sure about the US but I think the UK fines airlines £2000 if they refuse entry to someone due to documentation problems)

Therefore the airline has an obligation to ensure a passenger does meet entry requirements. And they will check. If for any reason the passenger doesn't have it in order then they will refuse carriage. This will be in the T&C's you agreed to when buying your BA tickets.

In your case this was a minor error on your passport and you've travelled to the US before with it completely unnoticed. It was only the eagle eyed guy at Gatwick that spotted it. Unfortunately though once BA are aware there's little they can do. Carrying you on the basis that US immigration hadn't spotted it before probably wasn't an option.

When you say you were kicked out of Gatwick was that really the case? Did you not visit the BA desk to discuss your options? I'm guessing your complaint is based on your treatment by staff on the day and how they handled it? (because BA will stand by their decision)

Sorry you lost your holiday, must be awful.

wouldnt the OP be eligible for entry given the fact he has an ESTA coupled to his passport