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What steps should I take after being refused boarding for a flight to Thailand despite having all travel requirements?

Thailand visaTest & GoThai PassTravel requirementsAviation regulationsBelfastSwissportAer Lingusflight boarding issues
Dec 14, 2021
3 years ago
Pauline *******
ORIGINAL POSTER
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.
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TLDR : 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.
Michael ********
Also Aer Lingus is a member of IATA and there website is updated to show test & go.
3 years ago
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Pauline *******
ORIGINAL POSTER
True 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.
3 years ago
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Pauline *******
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Monika *******
Keep on fighting, some staff are useless
3 years ago
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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.
3 years ago
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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.
3 years ago
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Ernesto ********
@Ruth ******
 HAHAHAH
3 years ago
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Ernesto ********
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Christo *****************
Soooo arrogant
3 years ago
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Jon *****
Unbelievable ! What a BS reply !
3 years ago
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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
3 years ago
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Peter *********
Did you eventually get to Thailand 🇹🇭 ?
3 years ago
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Pauline *******
ORIGINAL POSTER
@Peter ********
 I did indeed, arrived next day, 1nights quarantine and off we went.
3 years ago
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Pauline *******
ORIGINAL POSTER
We have condo in Pattaya.
3 years ago
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Peter *********
@Pauline ******
 were about you go ?
3 years ago
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Peter *********
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Peter *********
Bullshit reply off them keep at them
3 years ago
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Ian *********
You had valid tp your right they're wrong typical pr bullshit SUE THEM
3 years ago
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Michael ********
Glad you are still going with this
3 years ago
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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 .
3 years ago
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Pauline *******
ORIGINAL POSTER
@Malcolm ******
 you're right chum. Costs nothing to continually bombard them. X
3 years ago
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Pauline *******
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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.
3 years ago
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Pauline *******
ORIGINAL POSTER
@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.
3 years ago
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Pauline *******
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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.
3 years ago
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Pauline *******
ORIGINAL POSTER
@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.
3 years ago
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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 (won’t post the link here) it will be intercepted by one of their execs who will give it the due attention. Good luck.
3 years ago
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So ***********
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Jared **********
It should say on the bottom of your Thai pass what your entry is
3 years ago
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Pauline *******
ORIGINAL POSTER
@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 £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.
3 years ago
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Emma ********
@Pauline ******
 definitely keep at them. The CS operates on the basis that most people give up seeking compensation.
3 years ago
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Pauline *******
ORIGINAL POSTER
Thanks 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.
3 years ago
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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-in
3 years ago
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Ian *****
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Pauline *******
ORIGINAL POSTER
@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.
3 years ago
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Pauline *******
ORIGINAL POSTER
Being deliberately obtuse as my old English teacher would have said 😄
3 years ago
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Pauline *******
ORIGINAL POSTER
This is from the link they sent in their email, I sent it back to them
3 years ago
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Kevin ***********
@Pauline ******
 They sound a bit thick.
3 years ago
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Kevin ***********
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Kevin ***********
@Pauline ******
 Why the rejection?
3 years ago
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Pauline *******
ORIGINAL POSTER
@Kevin **********
 I've actually taken a screenshot off their suggested site and sent it back to them!
3 years ago
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Pauline *******
ORIGINAL POSTER
@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!
3 years ago
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Kevin ***********
@Pauline ******
 No I mean what was their reason for denying boarding?
3 years ago
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Pauline *******
ORIGINAL POSTER
@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!
3 years ago
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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.
3 years ago
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Kevin ***********
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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 can’t imagine how the airline could be so confused at this point. Best of luck
3 years ago
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Jared **********
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Yuv *****
unbelievable.
3 years ago
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Yuv *****
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