Answered5 years ago
What steps should I take after being refused boarding for a flight to Thailand despite having all travel requirements?
For those of you who commented on my post of last week about being refused boarding by Swissport ground staff at Belfast I thought you may like to see their reply. I checked the Sherpa site they say they use for travel requirements and it backs up my version of 1 night test&go . I pointed out that I would not hav been issued a Thai pass if I hadn't all the requirements for travel and entry to Thailand. I am now awaiting their next excuses.
Answer summary
The user shares their experience of being denied boarding at Belfast by Swissport, despite having the necessary documentation to enter Thailand under the Test & Go program. They have received a response from Swissport and reference the Sherpa site confirming their entry requirements. The community engages with support and advice, discussing compensation under UK261 regulations and encouraging the user to persist with their complaints. Several commenters share similar experiences and express frustration with the airline's handling of the situation.
40 repliesnewest first
Click comment and we will ask for your email, then OTP, then name.
Michael ********
Also Aer Lingus is a member of IATA and there website is updated to show test & go.
Pauline *******
OPTrue Michael Qatar remind you to check your travel requirements and name iata as a source, also their statement that they are not responsible for passenger not meeting requirements is total nonsense as I met all requirements and have the evidence.
Monika *******
Keep on fighting, some staff are useless
Nick *******
Stop messing with monkeys, go straight to the top!
Lynne Embleton is the CEO of Aer Lingus.
+353 818 365 022
Request a response within 7 days or you will be going public to news agencies.
Lynne Embleton is the CEO of Aer Lingus.
****************************
. +353 818 365 022
Request a response within 7 days or you will be going public to news agencies.
Ruth *******
Right now, enjoy your trip. When you get home, go to the press with your story. Get as much attention as possible. Be as public as possible. Make some noise.
Ernesto ********
@Ruth ******
HAHAHAH
Christo *****************
Soooo arrogant
Jon *****
Unbelievable ! What a BS reply !
Dianne *****
Grrr, I would have been beyond angry. Please continue pursuing this. How dare they do this to a customer and be so arrogant about it
Peter *********
Did you eventually get to Thailand š¹š ?
Pauline *******
OP@Peter ********
I did indeed, arrived next day, 1nights quarantine and off we went.Pauline *******
OPWe have condo in Pattaya.
Peter *********
@Pauline ******
were about you go ?Peter *********
Bullshit reply off them keep at them
Ian *********
You had valid tp your right they're wrong typical pr bullshit SUE THEM
Michael ********
Glad you are still going with this
Malcolm *******
Keep at them Pauline, they expect you to give up by knocking you back . Pester them and try and go higher up the ladder .
Pauline *******
OP@Malcolm ******
you're right chum. Costs nothing to continually bombard them. X
Ron *********
It was as simple as them sending your documents to Thai immigration to clarify and should have never been an issue. Thai immigration is available to the airlines
****
just for this reason and only takes minutes. I know, Singapore airlines questioned something and put me to the side to send documents, within 10 minutes they finished checking me in after getting the ok from Thai immigration.Pauline *******
OP@Ron ********
even when I asked to see supervisor she was busy! And delayed coming to speak to us till the last possible minute which if course forced our hand.
So ***********
I assume Belfast was the originating point? If so you are protected within the UK regulations for compensation under UK261. Raise a claim via that route, if the airline still refuse, lodge a MCOL. It will be a hassle but you should be awarded full refund and costs.
Pauline *******
OP@So **********
thank you so much. I was wondering what to do next. I have sent them a follow up reply with screenshot of Thai pass and the test&go regulations, I'll see what their reply is. It could turn into a bit of a saga but hey I'll keep it going.So ***********
@Pauline ******
I expect that the airline will stonewall you hoping that you will disappear over time. Now is the time for UK261. Once you have submitted the UK261 let the airline know as that may get them to revise their position. Another cheeky option is to go straight to the inbox of the CEO. There is a prominent site for many CEO email addresses (wonāt post the link here) it will be intercepted by one of their execs who will give it the due attention. Good luck.
Pauline *******
OP@Jared *********
the check-in staff member didn't even look at it at the desk. She was totally deaf to any of my suggestions and questions, just ranting on about how airlines get fined Ā£10,000 if they let traveller board and they get turned away at port of entry. I tried telling her my documents wouldn't be rejected but to no avail.
Emma ********
@Pauline ******
definitely keep at them. The CS operates on the basis that most people give up seeking compensation.Pauline *******
OPThanks Ian. We ended up booking a useless 7 night quarantine hotel to ensure we got boarding. I had the test&go but it didn't satisfy her. All I'm asking for is compensation for obselete hotel booking.
Ian *****
@Pauline ******
they are wrong and should compensate you for all your extra costs and hassle. Sounds like you are in the right here and need to stick to your guns. Such a Shame to go through all the hassle of the Thai pass and then denied boarding. I would have been splitting nails at check-inPauline *******
OP@Jared *********
yes I sent them a copy of it. We'll see what their next move is. Airlines try to avoid giving out money at all costs.Pauline *******
OPBeing deliberately obtuse as my old English teacher would have said š
Kevin ***********
@Pauline ******
They sound a bit thick.Kevin ***********
@Pauline ******
Why the rejection?Kevin ***********
@Pauline ******
It's confusing because it says:"Booking confirmation of a SHA++ Hotel booking and a required RT-PCR test at the hotel. Passengers must stay in their booked accommodation until receiving the test results within one day."
But at the bottom for "Fully vaccinated" it should say (as it does for unvaccinated): "Passengers who do not meet the above conditions".....
In all fairness, if you showed them the current Thai Embassy instructions and they still refused you, they are arseholes.
Pauline *******
OP@Kevin **********
oh right. Check-in clerk said e needed 7night quarantine. She quoted some obscure website called traveldoc.aero and said that was what All and she emphasized All airlines go by. I told her it wasn't updated but she insisted it is updated hourly. I showed her Thai Embassy website which shows new regulations since 1nov,she was still having none of it!Kevin ***********
@Pauline ******
No I mean what was their reason for denying boarding?Pauline *******
OP@Kevin **********
I've actually taken a screenshot off their suggested site and sent it back to them!Pauline *******
OP@Kevin **********
I know! It's like they're deliberately misunderstanding the problem relevant to my situation. It's all on the website they have given me the link for!Jared **********
@Pauline ******
there was someone a couple weeks ago who had a test and go booked but I think it was figured out there thai pass said sandbox not exemption and they were forced to book a 7 day, I canāt imagine how the airline could be so confused at this point. Best of luck
Yuv *****
unbelievable.
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