A mum has said she was left feeling 'gutted' for her little boy as a little-known passport rule meant she could not board her flight to Spain. Shirelle Quinn was turned away at the check-in due to her passport being issued more than ten years ago.
She and her son Freddy were due to fly Alicante on Saturday morning (August 13). But staff at the TUI check-in desk told the mum that she and her son could not board the plane due to a travel rule that has been introduced as a result of Brexit.
Chronicle Live reports Spain is one of 26 countries which make up the Schengen Area of free movement. People wanting to enter any of the 26 countries must hold a passport that has been issued within the previous 10 years and it must be valid for at least three months upon the date of return from the EU.
Read more: Couple sell house and buy £90,000 caravan to live mortgage free
The rule only came into force when the UK left the bloc and became a third country. Shirelle's passport was issued on August 9, 2012, meaning she was turned away from her flight as TUI staff could not guarantee she would be allowed into Spain. The mum, from South Tyneside, had used a third-party online passport checker which said that her passport was valid for travel.
Shirelle said she was left 'gutted' for her little boy as she thought they had lost out on a £2,000 holiday. She said: "I was just gutted for my little boy. He was in tears, but I was quite calm.
"It wasn't the staff's fault, it was my own. They couldn't let me fly because I might have been refused entry when I arrived in Spain." Determined not to give up on her holiday, the quick-thinking mum jumped in her car and headed straight for the passport office in Durham.
She was given a new passport within hours and forked out £457 on flights for Sunday morning with Ryanair. Shirelle said: "The passport office couldn't have been more helpful, they did it there and then.
"I'm delighted. While I was waiting I went up to the centre of Durham and bought the lady in the passport office a big bouquet of flowers, she was absolutely lovely. I did a little skip out of the passport office and they were all looking at me!"
Shirelle's new passport set her back £177 and her error means she is not entitled to any money back from TUI - who she originally booked the holiday package with. "I've paid everything out of my own pocket and TUI rang me to say I need to find my own way to the hotel," she said. "So TUI haven't been very helpful at all, but the passport office have been spot on."
Shirelle and Freddy touched down in Spain on Sunday and are now enjoying their well-deserved break. A spokesperson for TUI said: "We understand Ms Quinn’s disappointment in being unable to travel on her holiday as planned.
"We must always follow the FCDO’s passport validity guidance which clearly state passengers’ passports must not be more than 10 years old on the date they enter their destination. Unfortunately Ms Quinn's passport did not meet this requirement and we therefore could not allow her to board the flight.
"We always do our best to support customers and this passport guidance is available on the TUI website during the booking process. It’s the customer’s responsibility to ensure that their travel documents are valid for the destinations they are travelling to, as clearly stated in the booking process.
"As Ms Quinn has booked a new flight with another airline, we advise her to reach out to her travel insurance provider to see if they are able to support with compensation or refunds for any services lost."
Read next:
15 of Yorkshire's unknown gems from secret beaches to enchanting parks
Quaint Yorkshire village with 'unfriendly locals' hits back at tourists over parking wars
The 11 quietest beaches in Yorkshire perfect for a peaceful summer escape
The 'best kept secret beach in Yorkshire' where you can get a bed for the night from £25
Ex-MoD homes in North Yorkshire village dubbed a 'ghost town' being 'snapped up by buyers'
