MSE News
Easyjet or Ryanair passenger? You can claim a refund and £100s in compensation if you're wrongly told your passport isn't valid
Some Easyjet and Ryanair passengers have wrongly been told at the departure gate that they can't board flights because their passports are invalid. If you've been incorrectly turned away but your passport is fit for travel, here's how to get a full refund and £100s in compensation on top. Plus we confirm the passport rules for European travel.
Update: Friday 13 May 2022: The UK's Foreign, Commonwealth and Development Office (FCDO) has updated its passport validity guidance to match the rules set out by the European Commission. It comes after concerns were raised that the FCDO's information was potentially misleading.
MoneySavingExpert.com had included the European Commission's rules in the article below, as well as in our Passport Renewal Tips guide.
If your flight's been delayed or cancelled, see our Flight delay compensation guide for full details on your rights.
Easyjet and Ryanair wrongly prevented passengers from boarding
The Independent first revealed last month that Easyjet and Ryanair had wrongly prevented some passengers from flying after overestimating how much time passengers needed left on their passports before they expired. Some MoneySavingExpert.com (MSE) readers have also complained to us about the same issues.
Pre-Brexit, you could travel to EU countries on your passport right up to the point it expired. Following Brexit, the rules changed and you now need to have at least three months left on it (see below for more on this). But it appears certain airlines have been making demands above and beyond these requirements.
Easyjet told us it has amended incorrect info on its website after The Independent got in touch, though many passengers may now be owed refunds and compensation, which they'll need to actively claim themselves (see below for more info on how to do this).
We've also seen complaints from Ryanair customers, though it has so far failed to respond to our requests for comment and it's unclear why the airline's staff have wrongly rejected passengers.
Here are some of the reports we've seen from affected customers:
Seb, 31 (who didn't want to be named in full) from Essex, was due to travel to Italy with Ryanair in April 2022. But he told us he was turned away at the boarding gate when airline staff wrongly told him his passport was out of date by EU standards.
Seb and his partner lost £240 on their Ryanair flights and airport parking, and had to fork out another £450 to fly with a different airline, and to cover the cost of parking at a different airport.
He said: "We were so confused. We showed Ryanair the passport and the info on Gov.uk and waited for them to realise it was fine. Even as the queue was getting shorter, we were still convinced we'd be getting on the flight. But the manager said it's airline rules and refused to let us board.
"We were lucky, we managed to book a new flight and still go on holiday, but I hope this issue is sorted soon, so no one else ends up in the same boat."
You must check passport issue and expiry dates before European travel
New rules mean that if you're planning to travel from the UK on a British passport to an EU country (excluding Ireland) or Andorra, Iceland, Liechtenstein, Monaco, Norway, San Marino, Switzerland or Vatican City, then your passport needs to meet two requirements:
- It must have at least three months left on it after the day you plan to leave that EU country – not your date of entry.
- It must be less than 10 years old on the day you enter.
If you fail to meet one or both of the above requirements, you'll be denied travel. The problem with both Easyjet and Ryanair is that customers say they were WRONGLY told they needed to have at least six months left on their passports, not three months for travel to the EU.
See our Passport tips for more detail on passport validity and foreign travel requirements.
You're entitled to a full refund and money towards expenses – PLUS compensation on top – if it's the airline's fault
According to the UK aviation regulator, the Civil Aviation Authority (CAA), passengers who have wrongly been refused entry on to a flight are entitled to either a full refund or an alternative flight. You can also make a claim for any reasonable expenses incurred if you wait for an alternative flight.
The CAA adds that passengers who've not been allowed to board a plane may also be due compensation if the airline is at fault. It couldn't tell us if airlines misinterpreting the rules on passport validity would be grounds for compensation, but Bott and Co – a law firm specialising in flight delay, cancellation and denied boarding claims – believes it would be.
Coby Benson, a solicitor at Bott and Co, told us: "Where the passport has been incorrectly read, then the denied boarding provisions absolutely apply."
Bott and Co added that scenarios where compensation and refunds/alternative flights would NOT be due include where a passenger misses a flight due to queues at airport security, or where an airline decides a passenger isn't allowed to fly because they're drunk or disruptive.
You could be due up to £520 in compensation if you're wrongly told not to board the plane
If eligible, how much compensation you're offered depends on a number of factors:
- If a replacement flight is offered. Compensation is determined based on the distance of the flight and the length of disruption to the alternative flight.
- If a replacement flight is not offered, and you choose not to travel. Compensation is based on the distance of the original flight.
- If a replacement flight is not offered and you book your own alternative flight. It's a bit of a grey area as to how compensation is determined, according to Bott and Co, though it said it should arguably be based on the distance of the original flight.
See the table below for full info:
Amounts due if you're wrongly denied boarding
| Flight length | Disruption length | Compensation |
|---|---|---|
| Short-haul flight of under 1,500km (for example, Glasgow to Amsterdam) | Arrive less than two hours later at final destination | £110 |
| Short-haul flight of under 1,500km (for example, Glasgow to Amsterdam) | Arrive two hours or more later at final destination | £220 |
| Medium-haul flight of 1,500km to 3,500km (for example, East Midlands to Marrakesh) | Arrive less than three hours later at final destination | £175 |
| Medium-haul flight of 1,500km to 3,500km (for example, East Midlands to Marrakesh) | Arrive three hours or more later at final destination | £350 |
| Long-haul flight of over 3,500km (for example, London to New York) | Arrive less than four hours later at final destination | £260 |
| Long-haul flight of over 3,500km (for example, London to New York) | Arrive four hours or more later at final destination | £520 |
How to claim a refund and compensation
Airlines have different procedures for claiming refunds and compensation, so check what method your airline wants you to use first. Just remember to explain what went wrong and state what you want in terms of compensation and/or reimbursement.
- Easyjet passengers can request a refund, make an expenses claim and launch a full claim for compensation online.
- Ryanair passengers need to email the airline to request a refund, though you can make an expenses and compensation claim online. You can also use our free complaints tool Resolver (select "Missed Flight" and "Denied Boarding") to help you submit an official complaint if you struggle to reach Ryanair's customer services team via email – though you'll only be given the option to phone or send a letter to the airline at the moment.
If your airline doesn't play ball, you can launch a formal complaint
If your initial request for a refund/alternative flight and compensation fails, you can use the airline's alternative dispute resolution (ADR) service to try to get what you're owed.
To be eligible to make a complaint against an airline, you must have already complained to the airline directly in writing and either received a final written response (sometimes referred to as a "deadlock letter") or given the airline eight weeks to respond to your dispute.
For both Easyjet and Ryanair, Aviation ADR handles complaints and claims for redress on behalf of passengers who have failed to get anywhere directly with the airline. You can submit your claim using its online form.
If Aviation ADR rejects your claim, the next step is to take it to the small claims court. See help on making a court claim.
For further information on your rights, visit our Flight compensation guide.
MSE weekly email
FREE weekly MoneySaving email
For all the latest deals, guides and loopholes simply sign up today – it's spam-free!
Join the MSE Forum discussion
Related Articles
-
Train journey affected by strikes or the overtime ban ? Here are your refund rights
6 September 2023![]()
Rail users across England, Scotland and Wales face disruption over the coming week as workers across multiple train operators take strike action, while others are also refusing to work overtime. -
Flight disrupted due to air traffic control chaos? Your travel and refund rights explained
29 August 2023![]()
Thousands of passengers have been left stranded as flights due to fly to and from the UK have been cancelled or delayed as a result of a technical glitch with the UK's air traffic control system. -
Clean air 'ULEZ' expanded to whole of London – here's how to check if you'll be charged £12.50 a trip
29 August 2023![]( "1736377772")
Motorists driving in London whose vehicles don't meet particular emission standards will be charged £12.50 a day from 29 August as the city's 'Ultra Low Emission Zone' has been expanded to cover all London boroughs. -
Rail fares in England to rise by less than 9% in 2024 – here's what we know
16 August 2023![]()
Rail fares in England will NOT go up by 9% next year, the Government has announced. While the new fares are yet to be confirmed, any increase would come into force in March 2024.
19 September 2023
-
Martin: Car insurance up 41%
Home not far behind. Lock in now to save
-
Cheapest ever iPhone 14 deal
As iPhone 15's launched
-
12 ways to cut your food bill
Deals, tricks & tips
-
FREE National Trust day pass
For a family – normally £30ish
-
TWO new bank bribes launch
Get up to £210 FREE
-
With E.on? Beat the Price Cap
With its new fixed-term tariff
-
243 spring bulbs £15 delivered
7,500 bundles available
-
Read the full email
For all the latest deals, guides and loopholes simply sign up today – it's spam-free!
-
'Unfair' standing charges need to go: MPs back Martin's and MSE's calls for energy bill overhaul
23 September 2023![]()
Energy standing charges unfairly penalise households on lower incomes and those looking to cut their usage, a cross-party group of MPs have said in a new report published today. -
Martin Lewis: Urgent warning for savers as base rate held at 5.25%
22 September 2023![]( "1764282989")
You should open a fixed savings rate NOW in case rates are cut, MoneySavingExpert.com founder Martin Lewis has warned. -
Martin Lewis: Are you an E.on customer? Here's an easy way to cut what you pay for energy
21 September 2023![]( "333005096")
E.on Next's 'Pledge' tariff could be an easy way to cut your bills over the next year, according to MoneySavingExpert.com founder Martin Lewis. -
NatWest and RBS to close at least 134 branches in 2023/24 – here's the full list, plus alternatives
21 September 2023![]()
The NatWest Group will shut at least 143 of its bank branches throughout 2023 and 2024 following its latest announcement. -
Bank of Scotland, Halifax and Lloyds to close 35 more branches in 2023/24 – here's the full list, plus alternatives
21 September 2023![]()
Bank of Scotland, Halifax and Lloyds, which are all part of the Lloyds Banking Group, have announced they'll close at least 35 more branches between them over the next 12 months.
-
Martin Lewis: Is it time to ban unnecessary Christmas presents?
11 September 2023![]()
Update September 2017: It’s eight years since I first braved this subject, expecting a snowstorm of protest. Instead, year after year more join in, like Julia who recently tweeted me, “@MartinSLewis, finally took your advice and told my family I can’t afford Christmas presents. What a weight off my mind. Thank you.” One year even the Archbishop of... -
Martin Lewis: Five things all new English university starters should know
4 September 2023![]()
The 2023 academic year is about to start, and it'll see the biggest shake-up to student finance in England for a decade. The changes are both subtle and massive. On the surface they look like a tweak, in practice they will increase the eventual cost of going to university by over 50% for many typical graduates.
Clever ways to calculate your finances
