Easyjet refused boarding in error

[bashyo]

Hi,

 

We booked an Easyjet flight to Istanbul and were due to fly yesterday from Luton, however when we got to the airport and tried to check in our baggage we were sent to the easyjet counter.

 

My wife is not an EU citizen but has a UK spouse visa, we had checked with the Turkish consulate before booking and they had confirmed that she could get a visa on arrival as I as a British passport holder would have to do anyway. Anyway the girl at the Easyjet counter and her colleague refused to let my wife board the plane.

 

I tried explaining that she will get a visa on arrival as she has a UK spouse visa but she said no my wife needs a tourist visa for the UK or a Schengen visa and that a spouse visa is not a visa its just entry clearance (not sure what she was on about). Anyway she wasn't letting us board so we left the airport. (this was at 6am). When the Turkish consulate opened we rang them and they again confirmed that she could get a visa on arrival as a spouse visa is indeed a valid UK visa.

 

I have complained to Easyjet on the phone and they want me to provide evidence that she could get a visa on arrival so I have sent them thelink to the Turkish foriegn office site where it clearly states that if you have a valid UK visa you can get a visa on arrival.

 

Anyway, I just want to knowthe correct way of complaining and getting maximum value from my complaints. I have lost £600 in hotel bookings in Turkey and I also paid for a night at the Ibis in Luton airport in order to catch a 6.30am flight as well as 10 days parking at Airparks.

 

Thanks

[BankFodder]

A letter outlining the situation and a threat to sue them in 14 days.

Don't make the threat if you don't intend to go ahead.

A small claim in the county court and is easy and very cheap.

[bashyo]

A letter outlining the situation and a threat to sue them in 14 days.

Don't make the threat if you don't intend to go ahead.

A small claim in the county court and is easy and very cheap.

 

Thanks for the fast reply. Do I have a case, i'm not too clued up but it's lost me nearly £900 so i would like to claim back as much as possible.Does anyone have any idea what to put in the letter i.e. just explain what happened and then say I will be taking further ction via the small claims process if the matter is not resolved? or do I need to have specific wording?Cheers!

[BankFodder]

If you have evidence that she didn't need a visa then I owuld have expected Easyjet to know it too. They are the people who are professing their expertise

[Old Cogger]

Careful here spouse visas for U.K. only, double check with immigration rules updates, this is an old herring, as I found out years ago, double check. Could ring Colnebrook Immigtaion services for actual info or the Foreign Office.

 

Does she have leave to remain stamped in passport?

 

What passport holder is she (Country)/?

Edited September 25, 2012 by Old Cogger

[MARTIN3030]

Yes there are different rules depending on the country.

A UK spouse visa is not a UK passport,and some countries will demand transit visas.

Did you check as to whether your spouse has right of entry without a visa using her own home country passport ?

[MARTIN3030]

Nationals of the following countries DO NOT require a Visa .

 

• For stays up to 90 Days: Nationals of Argentina, Bolivia, Bulgaria, Chile, Denmark, Ecuador, El Salvador, Finland, France, Germany, Georgia, Greece, Honduras, Hong Kong (Private Authority), Iceland, Iran, Israel, Japan, Liechtenstein, Luxembourg, Malaysia, Monaco, Morocco, New Zealand, Nicaragua, San Marino, Singapore, South Korea, Sweden, Switzerland, Trinidad-Tobago, Tunisia, Turkish Republic of Northern Cyprus, Uruguay, Vatican City, Venezuela can enter Turkey with only a valid passport for a three month stay.
  

 

• For stays up to 60 Days: Nationals of Bosnia-Herzegovina, Croatia and Macedonia can enter Turkey with only a valid passport for a two month stay.
  

 

• For stays up to 30 Days: Nationals of Costa Rica, Kazakhstan, Kirghizstan and Macau private authority passport holders can enter Turkey with only a valid passport for a One month stay .
  

 

Nationals of the following countries DO Require a Visa

• Those from Australia, Austria , Antigua, Barbuda, Bahama, Barbados, Belgium, Brasil, Canada, Caribbean Islands, Dominik Republic, Dominika, Grenada, Haiti, Netherlands (Holland), Hong Kong (British pass holders) Ireland, Italy, Jamaica, Malta, Maldives, Oman, Portugal, Spain, Slovenia , U.K. and the U.S.A . can obtain a multiple-entry sticker type visa at border gates for up to 3 months stay.
  

 

• Those from Albania, Belarus, Ukraine and Russian Federation can obtain a sticker visa at border gates for up to 2 months stay.
  

 

• Those from Armenia, Azerbajcan, Estonia, Greek Cyprus, Hungary, Jordan, Latvia, Lithuania, Moldavia, Norway, Poland, Romania, Slovakia, Tadzhikistan, Turkmenistan and Serbia- Montenegro can obtain a sticker visa at border gates for up to I month stay and Those from Georgia for up to 15 Days.
  

 

• Nationals of all other countries require a visa, which can be obtained from the nearest Turkish embassy or consulate on their home country or abroad.
  

[bashyo]

Hi,

 

she is from India.

Turkish Foregin Office says:

 

India: Official passport holders are exempted from visa for their travels to Turkey up to 90 days. Ordinary passport holders are required to have visa to enter Turkey. Ordinary passport holders with a valid Schengen, OECD member's visa or residence permit may get their one month single entry visas at the Turkish border gates upon their arrival.

 

The UK is in the OECD.

 

Turkish consulate website in the UK says:

 

FOOTNOTE 19) You require visa to enter to Turkey. Valid UK, Schengen or USA visa holders can obtain 30 days single entry sticker type of visa on arrival in Turkey (tourists or business visitors only). You require to submit, minimum 6 months valid passport, accommadation details and return ticket. All other type of visa applicants need to apply to this Consulate General. If you would like to obtain your visa through this Consulate General please click here to make an online appointment.

 

FOOTNOTE 10) Please note that you are required to have a certain amount of money (50 $ per day) while you enter Turkey

 

Both say you can get a visa on arrival. I have also rang them twice to confirm, once before booking and once yesterday.

 

Thanks

[bashyo]

I can't post a link or I would or post a pic of the stamp in her passport but if you search for UK spouse visa in google it looks the same as the 2nd image.

 

Cheers!

[MARTIN3030]

http://www.turkishconsulate.org.uk/en/visa.asp?PageID=3#3

[MARTIN3030]

have a read here-strangely enough Luton is mentioned

 

http://www.wordtravels.com/forum/comments.php?DiscussionID=4215&page=5

[Old Cogger]

India: Official passport holders are exempted from visa for their travels to Turkey up to 90 days. (Official)

 

Ordinary passport holders are required to have visa to enter Turkey. Note:- (Ordinary) ?

 

Ordinary passport holders with a valid Schengen, OECD member's visa or residence permit may get their one month single entry visas at the Turkish border gates upon their arrival.

 

will look further as she may have a spouses visa to enter U.K. but possibly not leave and re-enter U.K. unless she has Leave to Remain in the U.K. stamped in passport, = u.k. entry only?? I will try to get to the bottom of this.

 

Remember trying to take my spouse on a trip abroad on a leave to remain visa to be told no you will have to apply for a Visa thru consulate in london for e.u. countries we wanted to go, we did not bother as all the cost for few days wa not worth it.

[MARTIN3030]

As far as I know a spouse visa allows uninterrupted entry and exit into and out of the UK.

I know this as my prev partner did this.

[MARTIN3030]

For direct flights not too many problems,but we did have one problem when travelling to Moscow via Prague.The flight was delayed which meant a stopover.Czech airlines arranged a hotel,but immigration would not let her out of the airport.In the end with some arm twisting they gave a temp 24 hour visa to allow to go to the hotel.

[Old Cogger]

As far as I know a spouse visa allows uninterrupted entry and exit into and out of the UK.

I know this as my prev partner did this.

 

That is why I said check the up to date regulations, as it use to be a nightmare.

[bashyo]

That is why I said check the up to date regulations, as it use to be a nightmare.

Any ways to check further? I rang the Turkish consulate before booking and also rang the Turkish consulate in India to double check. I have since being refused eng the Turkish consulate call centre in Ankara but am having trouble getting hold of the consulate in London.

 

 

My complaint to easyjet has apparently been referred to management but am not holding out much hope.

[Old Cogger]

Try the UK Border agency web site for starters.

[bashyo]

They are now refunding my ticket costs but said they won't refund my hotel costs etc.

 

They quoted EC 261/2004 which seems to be about flight delays/cancellations however that is something out of their control this was an error by their staff so surely it is different?

 

What should I do?

 

Thanks

[drop47]

Without wishing to be rude this is why travel insurance is always recommended. If you have that you should be able to claim for your hotel costs.

[MARTIN3030]

As per post 2.

Looks like you will have to sue.

This was a consequential loss which was incurred by their mistake,whichever way they choose to wrap it up.

I suggest,as post 2 that you send a 14 day letter before action.

[drop47]

I tend to agree with Martin. In the absence of travel insurance you may well have to

[MARTIN3030]

I think it would be a straightforward claim.

Their only defence I think could be to mitigate any loss claimed.

For example if you booked into a hotel and paid £90 when there was a Travel Lodge nearby offering rooms for 30 quid.

[Cityboy62]

They are now refunding my ticket costs but said they won't refund my hotel costs etc.

 

They quoted EC 261/2004 which seems to be about flight delays/cancellations however that is something out of their control this was an error by their staff so surely it is different?

 

What should I do?

 

Thanks

 

If the airline now realises that they effectively denied you boarding on the flight, without good reason and have quoted 261/2004 then under the Reg you and your partner are due 400 euros each in compensation under Article 4.

 

They have done the correct thing in refunding your ticket cost but they are not liable for consequential losses such as hotel costs you incurred as pre-booked accommodation. They would however be liable for your accommodation and meals whilst waiting for any new flight if one was taken.

 

Perhaps you could post a copy of the airline's letter to you, suitably edited to remove personal details and we can advise further.

[drop47]

Seems to me that airlines hold all the aces. They can overlook,change flights without compensation. Unless you book as a package through a bonded travel agent you really have little protection. Then people complain that they can book it say £5 cheaper direct.

[Old Cogger]

Travel Insurance - cheap enough? next time may be useful.