Passport Office Errors

IZ_THE_LEG_END

Good Morning,

I was wondering if anyone would be able to assist or advise on the following issue:

We booked a family holiday to depart the UK on 3rd August 2016 to Ovacik Turkey.

On arrival to the airport we were refused boarding by Jet2 as our infant passengers DOB in the passport was incorrect it's had 05/10/2013 indicating she would be 2yr 10mth when in actual fact she is only 1yr 10mth and was confirmed born 05/10/2014 via Birth Certificate. The rest of my party travelled on to turkey alone. I remained in the UK.

I was forced to travel back from Leeds to Hull to collect all the documents required to then early 04/08/2016 to drive to Durham to replace the invalid passport.

The passport office issued a NEW Passport FREE of charge and accepted liability for the fault.

However, as you can imagine this has cost myself additional fees including:

New outgoing and inbound flights to Newcastle airport for myself and infant. (Original flight was from Leeds Bradford).

Mileage costs (Hull - Leeds - Hull - Durham - Newcastle - Hull)

Airport Parking - (Leeds Bradford & Newcastle)

New Turkish VISA for infant

Several costs for calls from Abroad for arrangements

Lost time abroad

N.B. We flew on a previous family holiday on 4 weeks previous with Jet2 to Gerona/Spain and the passport issue was NOT Highlighted by check in staff.

Also, the passport was only purchased in valid from March 2016. It was acknowledged by the post office service and the passport office that all documents were filled in correctly and that the Birth certificate was utilised for proof of Name/DOB etc...

Does anyone know if I have a substantial argument for compensation from the passport office?

Thanks in advance

PompeyPete

Passports are prepared and issued by human beings, and mistakes happen now and then.

The Passport Office might have made a mistake and admitted to the error, but when you receive a new passport you should check that all the details are correct.

photome

as above why didnt you check it when you received it?

the hassle you encounted would then have been avoided so IMO, you dont have any argument for compensation

k3lvc

IZ_THE_LEG_END wrote: »

Does anyone know if I have an argument for substantial compensation from the passport office?

I changed that for you but in summary the answer's no - each new passport comes with a 'read me' sheet explaining that it's your responsibility to check the details before using it.


Presumably you did this ??

dickydonkin

I can sympathise, but as others have commented, a quick check of the details on the passport when you received it would have avoided your problems.


As PompeyPete mentioned, anything that requires human input can go wrong - an expensive lesson learnt.

Westin

dickydonkin wrote: »

I can sympathise, but as others have commented, a quick check of the details on the passport when you received it would have avoided your problems.


As PompeyPete mentioned, anything that requires human input can go wrong - an expensive lesson learnt.

I actually think that the application forms are scanned so that data from the forms is actually automatically uploaded rather than being re-keyed by an operator. The Passport Office is always very particular on completing the form and writing inside the boxes. Could the user error be closer to home?

eDicky

Westin wrote: »

I actually think that the application forms are scanned so that data from the forms is actually automatically uploaded rather than being re-keyed by an operator. The Passport Office is always very particular on completing the form and writing inside the boxes. Could the user error be closer to home?

This could well be the source of the error - if the 1 is written in a certain way with the tip and a flat 'foot', the machine could recognise it as a 2.

PompeyPete

eDicky wrote: »

This could well be the source of the error - if the 1 is written in a certain way with the tip and a flat 'foot', the machine could recognise it as a 2.

When my Mrs issued passports [not too long ago], the completed passport had to checked and signed off. Renewals are pretty much straightforward as usually the only thing that changes is the photo, but new first applications are more involved.

The OP is talking about a new application, as against a renewal, so the application will have been checked thoroughly against supporting documents. The error will have been with the issuing office, and reading the OP that seems to be the case. But the OP should still have checked the passport when it was received.

silvercar

On arrival to the airport we were refused boarding by Jet2 as our infant passengers DOB in the passport was incorrect it's had 05/10/2013 indicating she would be 2yr 10mth when in actual fact she is only 1yr 10mth and was confirmed born 05/10/2014 via Birth Certificate. The rest of my party travelled on to turkey alone. I remained in the UK.

I'm guessing it became an issue because your little one crossed the line of needing a seat and being a lap passenger. For anyone else being a documented as being a year older than they should be would not be an issue.
Hindsight I know, but did jet2 give you the option of buying a seat?

Sicard

The type of job that requires exacting scrutiny of details should have employees that match these skills. I worked in retail advertising for many years and part of my job required me to check the prices of products, with many on one tabloid page. These prices could change many times and each time had to be rechecked otherwise if the advert went to press the client would have to sell the product at the printed price. As they had over a hundred outlets this would have been very costly for them. Mistakes have consequences.

PompeyPete

Laurie_Sicard-Askey wrote: »

Mistakes have consequences.

That's why anyone receiving their new passport should check that all the details are correct, as per the 'read me' sheet that accompanies the new passport.