Nightmare! 😲
Jamie McMann was due to fly to Cancun with TUI to meet up his girlfriend, for the first time in three months, who was backpacking round South America.
"I explained I had been through this with the TUI manager at check-in, who had explicitly assured me this wouldn't happen as they had already followed procedure," he said. "Despite this, minutes before the flight is due to leave, they are told not to let me on the plane. At this point I am a wreck of emotions as you'd expect. Anger, shock and sadness. I could not believe the disorganisation and lack of empathy I experienced."
In response, TUI said that the 'water damage' to his passport was 'sufficient for ground operations team to be concerned' - as they also reminded passengers of the importance of keeping passports in good condition. "Aside from the emotional consequences, this has jeopardised my plans, leaving me in financial disarray for travel costs and two weeks of accommodation across Mexico. I cannot afford to book another flight and as noted, will lose out considerably."
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