TUI are spreading misinformation!

tonydav1962

According to the Gov.uk website, passports over 10 years old cannot use the extra months when travelling to EU/Schengen countries, but TUI are applying this rule to ALL countries. More importantly, Manchester Airport check-in staff are being  told to only look at issue date, not expiry date, and refuse any passports over ten years old, irrespective of destination.

My wife is travelling to a non-EU country (Cape Verde) in a couple of weeks, so the 10 year old rule does not apply. Cape Verde require 6 months remaining from date of entry. If you use the 10 year rule then she would have 4 months remaining, if you use expiry date then she would have 9 months left on the passport.

I emailed the Cape Verde embassy and they said that's fine, she will have 9 months, but unfortunately TUI are telling me that they will assume that it is only 4 months at check-in and refuse her boarding. It is so frustrating, but TUI won't budge and she would get a fast-track passport just for an easy life, but of course there is chaos in the passport office and there are no appointments available before she travels.

Simon Calder on BBC news on Saturday morning, stated that the only countries interested in the 10 year rule are EU and he is trying to contact the airlines and Civil Aviation Authority to update their guidance. I think that we also need Martin on the case!

NoodleDoodleMan

According to Simon Calder's weekly Friday newsletter in the Independent, he drew passport issues to the attention of TUI, who revised their advice promptly.

https://link.e.independent.co.uk/view/6228d0eb3006d868194ffaf4ge55t.5yup/73b19a18

tonydav1962

Hi NoodleDoodleMan, was that not just the 3 month/6 month issue?

tonydav1962

It also does not address the fact that TUI are applying the 10 year old rule to ALL countries i.e. those outside the EU/Schengen area.

NoodleDoodleMan

Is there a TUI branch near you to visit ?

Or get the nearest branch 'phone number off TUI website and speak to them.

tonydav1962

Hi NoodleDoodleMan, yes I called into our local TUI shop and they told me that it wasn't clear, but the check-in staff only look at the start date and would refuse her boarding. As mentioned, we have even emailed the Cape Verde embassy and they said that's fine, but the TUI shop said that they probably wouldn't accept it.

Tried helpline a couple of times, one advisor said she will be fine, one said she would not be able to travel. Basically, TUI need to urgently update their guidance to Staff  and sort out some Training. We are resigned to a dispute at the check-in desk and possible lengthy compensation claim if they refuse her.

bagand96

If they did refuse you travel at the airport I would think you'd have a pretty strong case for denied boarding compensation in addition to a refund from TUI for the cost of your holiday.  Especially as you've done the leg work and have confirmation from the embassy.

Granted that doesn't help you with the fact you want the actual holiday and not to be turned away at the airport.

TELLIT01

Tour operators and airlines can apply any rules they wish as long as they don't permit travel if the passenger would be refused entry at the destination.  For example they can demand 6 months remaining on a passport when a country only requires 3 months, but cannot accept 3 months when the country requires 6 months. 

I don't believe the OP would have any case against TUI on the basis of being denied boarding because TUI have advised them of their rules.

tonydav1962

I can't post links, but if you type "Passport Chaos - Simon Calder on Good Morning Britain" in Youtube, there is a video that backs up what I am saying.

TELLIT01 - TUI have said all along that it is Government guidelines, not their rules.

TELLIT01

tonydav1962 said:

I can't post links, but if you type "Passport Chaos - Simon Calder on Good Morning Britain" in Youtube, there is a video that backs up what I am saying.

TELLIT01 - TUI have said all along that it is Government guidelines, not their rules.

It doesn't really matter if their reason for refusing to allow a person to fly is incorrect if they have told people their interpretation of the rules in advance.

NoodleDoodleMan

tonydav1962 said:

I can't post links, but if you type "Passport Chaos - Simon Calder on Good Morning Britain" in Youtube, there is a video that backs up what I am saying.

TELLIT01 - TUI have said all along that it is Government guidelines, not their rules.

Simon Callder was quite clear in his article - it's the erroneous interpretation of guidelines that's the problem.

TUI (and others) trying to pass the buck.

There is no excuse for their higher echelon management personnel not briefing their front line staff of correct rules etc.