It happened to two British Airlines passengers.

Two British Airways passengers experienced harrowing ordeals when airline staff erroneously denied them boarding based on their incorrect understanding of passport regulations.

In the first incident, 62-year-old Kathleen Matheson was traveling to Florida from London Gatwick with her husband. Despite her passport being valid until November, the staff incorrectly insisted that U.S. travel required a six-month validity, preventing her from boarding.

The U.K. Foreign Office states that a passport only needs to be valid for the duration of the visitor’s stay in the U.S. Despite this, even confirmation from a British Airways customer care executive—who agreed with Matheson’s passport validity—did not sway the ground staff’s decision. Matheson recounted to The Independent, “It was the agents’ decision that was final.”

Matheson, an NHS receptionist, and her husband had invested over £8,000 ($10,000) on their trip, losing a significant portion due to canceled car rentals and accommodations. They remained in London for two additional nights while she secured a new passport. The airline later acknowledged the error, with a spokesperson stating, “This was human error by one of our colleagues and we’re in touch with our customer to apologize and put it right.”

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Similarly, David Muir, 65, faced rejection by British Airways staff at the same airport while en route to Spain for a golf holiday. The staff member cited an incorrect E.U. regulation, claiming his passport’s issue date disqualified him from entry. Muir told The Independent, “The reason [the staff member] gave was that there was less than three months left before the 10th anniversary of the issue date of the passport. She said I would be refused entry to Spain under EU regulations.”

This isn’t a rule.

Post-Brexit, travel regulations between the U.K. and the E.U. have led to confusion among travelers and airlines alike. However, Schengen Area requirements are clear: passports must have an expiry date at least three months after the planned departure from the Schengen Area and must be issued less than ten years from the date of entry.

An airline spokesperson apologized for the oversight, stating, “We are extremely sorry for the disruption caused by this genuine error. We are contacting our customer to apologize and resolve this for them.”

Passport Rules

Travelers must navigate varying entry and exit requirements across countries. For Americans visiting the U.K., the rule is straightforward: the passport must be valid for the length of the stay and include at least one blank page.

For the Schengen Area, the passport must remain valid for at least three months beyond the planned departure date. The U.S. State Department additionally advises ensuring a six-month validity when entering the Schengen area, particularly for minors under 16, whose passports have a five-year validity, unlike the ten-year validity for U.S. adults.

Travelers risk being denied boarding or entry if their passports do not meet these requirements. It is advisable to consult the State Department website for specific country requirements before traveling.

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