01 November 2023 , 16:11
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A retired couple were left heartbroken after they were stopped boarding a luxury cruise due to an obscure EU rule about passports.
Andrew and Sandra Sutherland paid £3,500 for a 12-day holiday around Spain and Portugal aboard Cunard's Queen Victoria. Despite her passport having seven months until expiry, Sandra was told she couldn't board because of the issue date on her travel document.
The couple claim they weren't informed of this rule when booking their holiday through Hays Travel in Honiton, nor was it flagged when they entered their details on the Cunard website. Both companies have stated it is in the small print of its terms and conditions, Devon Live reported.
Andrew, a retired teacher, explained: "We went to check in as we always do and we were dragged off to the side and my wife was told she couldn't travel because it had an invalid issue date - despite the expiry date being in another seven months. We didn't have a clue about this rule.
The couple were refused access to the ship (Liverpool Echo)"I was so upset and my wife couldn't stop crying in the terminal with everyone looking at her and we then had to wait for staff to unload our bags from the boat. I have tried to seek compensation from Hays Travel and Cunard but neither want to know. We feel so upset as we can't afford to lose £3,500. What makes me cross is I put my wife's passport details onto the Cunard website but the system does not flag up there is a problem; it only flags up the expiry date."
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Andrew said there was no mention of the passport issue date in any of the emails from Cunard before they left, and said that the cruise line rejected a request to transfer the money towards a future cruise. Adding that it was a "horrible experience" he said he felt that "it should be publicised to make other people aware to check the issue date of their passports".
A spokesperson for Hays Travel said: "While we can understand Mr and Mrs Sutherland's disappointment at not being able to travel, we make it clear to our customers that they are responsible for specific passport and visa requirements, and this is set out in our terms and conditions. "We always advise customers to check their passport will be valid for travel and if not to renew at the earliest opportunity."
In an email sent to Andrew from Cunard's customer services team, he was told: "I am sorry to hear that you are unable to join your voyage. Unfortunately, with the UK having now withdrawn from the European Union, countries within the EU will not accept the extensions on some existing UK passports and they consider a passport only to be valid for 10 years from the date of issue."
"This information is available in the booking conditions and frequently asked questions sections of our website. Unfortunately, where the responsibility lies with our guests to ensure they have adequate validity on their passport we would not be able to transfer the funds from this voyage to any upcoming bookings."
Cunard has been approached for a comment.
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