BBC Morning Live expert Holly Hamilton has warned airline passengers that they could be overcharged for a simple service when booking flights abroad. The issue revolves around Electronic System for Travel Authorisation (ESTA) permits, which UK passport holders need to enter countries like the US, Canada, and Australia.
Third-Party Sites Add Hidden Fees
A recent investigation by Money Saving Expert (MSE) found that Sherpa, a third-party site linked to when booking on British Airways (BA), adds administration charges on top of official prices. In some cases, the permits are free from governments, but Sherpa still charges a fee. For example, the US ESTA costs £30.16 from the government, but Sherpa charges £51.43. For Australia, the eVisitor permit is free from the Australian government, yet Sherpa charges £16.52.
Holly Hamilton explained on the show: "(An ESTA) is basically an online form that you have to fill in before you go. Sherpa itself is not the ones issuing the permit. Basically, it's doing it for you on your behalf but you're paying for the privilege and you're paying quite a bit more."
Passengers Can Apply Themselves
Hamilton emphasised that passengers can complete the ESTA process themselves by visiting the relevant government website. She said: "Don't assume that you do need a middleman to fill these out. If you are concerned if you do want an extra set of eyes, ask a friend or a family member. It's just important for people to realise that it's your choice. Just because it's there doesn't mean you have to click on it."
Warning Against Unauthorised Sites
However, she also warned travellers against searching online for ESTA forms, as they may stumble upon unauthorised third-party sites. "Many people do this when they are travelling, particularly to the States and looking for their ESTA application, they'll just search online for the form. Please do not do that because it's very easy to click on some of these unauthorised third-party sites ones that might not help you actually fill out the application. They might not hit submit at all, but they will take your money and it can often be a sizable amount," she said.
Sherpa's Response
Sherpa responded to the investigation, stating: "Those who opt to use Sherpa often do so because they find the government portal confusing, difficult to use, prone to errors and unsupported. Our approach is to simplify the application process and make it more accessible, with 24/7 support, transparency on progress, and an AI supported feature-set that reduces the likelihood of error that would invariably lead to multiple applications needing to be submitted. We are transparent about the difference between the government fee and Sherpa's service fee, and depending on the integration we often give the option to go directly to the government system. Before payment, Sherpa provides an itemised receipt showing the different costs, including a government fee and its fee. The latter of which is split between Sherpa and its airline partners."
BA also previously told MSE: "We serve customers traveling to hundreds of different destinations where entry requirements vary by nationality and route taken, with some requirements changing at short notice. We offer an optional third-party service to assist with this and check requirements all in one place, and for some destinations, an optional service to help with applications. We make it clear that customers must check the full entry requirements with the relevant government directly. It is clear that Sherpa is a third-party provider and may charge fees, and customers can always apply directly via official government channels."
