easyJet, the airline continued to refuse compensation for her and her family.
In April, MaryJet flies from Glasgow to Paris on easyJet and a multi-generational family vacation to Paris for a short vacation at Disneyland to celebrate her 70th birthday. I planned.
Rankin's passport, issued July 15, 2012 and expiring March 15, 2023, is for British visitors to France and other European Union countriesIt met the conditions after Brexit.
However, on the day of her flight to Paris on April 25, 2022, she turned her back on easyJet.
Her granddaughter, Nicola Gow, toldThe Independent: "I arrived at the airport three hours early on the morning of departure.
" At the baggage drop-off, a member of the staff checked our passport and my grandma's passport was invalid for the trip
"The manager came and talked to us and said that the expiration date is no longer an issue. It's based on the issue date and my grandma can't travel
"They advised that there was a change in the rules for Brexit, and it was everywhere in the news."
British passport Two tests of holders to the European Unionwere established in 2021 and were fully communicated to easyJet by. The independentpassport should do the following:
Rankin's passport comfortably met both requirements for the April trip. She should have been able to enter France for up to 90 days of her stay at any time until July 14, 2022.
Ms. Gow says the family was still able to go on vacation but had to jump out later.
"I went to Glasgow's passport office to save our trip. I was very lucky to have a cancellation that morning, from another airport, but new I got my passport and was able to take off later that day.
"If we weren't so lucky, we wouldn't have done it on a trip.
" I've complained to easyJet many times since we returned, but claim that my passport is invalid.
"This is a special holiday and I'm lucky to travel. I was able to go out, but it still cost me extra money, I lost time at my destination, and I was stressed trying to resolve the situation. "
Nikola Gau refused to board. When she applied for compensation, she was first told: If your passport is invalid. Therefore, we cannot respect your request.
Knowing that the law was on her side, Ms. Gou repeatedly tried to claim compensation for Ms. Rankin, but was repeatedly denied by easyJet's customer service.
Recently on July 28, three months and three days after her tort refusal, she was told: "My grandmother was denied boarding the plane because the passport details were incorrect according to government guidelines.
" This is because the ID required for international flights depends on the following details:
"Your passport must be under 10 years old on your travel date.
" Your passport must be at least 3 months after your scheduled departure date and be 10 years old.&must be valid before it becomes.
Ms. Gau seeks evidence of what official guidance, or the law on which this latter claim was based. EasyJet couldn't offer anything because there wasn't.
She said: "My family are good and honest people. If we really make a mistake, We first acknowledge it and move on, but not here. ”When
Independent contacted easyJet on behalf of the family, the airline was at the airport. Condemned "misunderstandings" by both staff and customer service agents.
A spokeswoman said:
"Unfortunately, this was because the Gate team had misunderstood the relevant passport validity rules at the time, and then the advisor assisted with the claim.
} "We will contact the family, apologize for their experience, reimburse their alternative travel expenses and provide compensation."
The airline said, "The validity of your current passport. We are reissuing guidance to our customer team to ensure that the rules are clear. "
Gow said: Back money we owe.
"I think the approach here is to keep sending the same reply in the hope that I'll leave."
IndependentI passed the relevant details to theCivil Aviation Authority. The agency is investigating that airlines have failed to comply with air passenger rights rules.
