A newlywed couple's dream honeymoon turned into a devastating airport nightmare when airline staff refused them boarding over a barely visible smudge on a passport stamp.
The Honeymoon Disaster Unfolds
Josh Reekie, a 31-year-old industrial electrician from Barnsley, South Yorkshire, arrived at Manchester Airport with his wife Eden on October 7, excited to begin their two-week TUI package holiday to Phuket, Thailand. The couple had invested £2,400 in flights and accommodation to celebrate their recent marriage.
At the Etihad Airways check-in desk, staff inspected both passports and initially claimed both showed signs of water damage. After further examination, Eden's passport was cleared, but Josh's document raised concerns. The issue centred around a faint smudge on a travel stamp from Thailand dating back to 2019, which airline staff classified as water damage.
"They said there was a stamp that had smudged slightly from Thailand 2019," Josh explained. "Fair enough there's a smudged stamp, but who's to say that didn't happen when they stamped it and closed the passport. I can't think of a time where it's come into contact with water."
Thirty Minutes to Heartbreak
The couple endured an agonising 30-minute wait while staff photographed the passport and consulted with managers. Despite Josh having travelled 12 times in the last 11 months with the same passport without issues, the duty manager ultimately delivered the crushing news: he wouldn't be flying to Thailand.
"No one told us anything about what was happening," Josh recalled. "She just turned around and said 'I'm really sorry but you can't fly'. We went and stood outside and just didn't know what to do. It's a very surreal feeling walking into an airport then walking out the departure lounge."
The industrial electrician expressed frustration at the lack of empathy shown: "I felt really disappointed because there was no empathy or remorse from Etihad Airways. I know they probably see it daily but people save up all year to go on holiday."
Domino Effect of Cancellations
In a desperate attempt to salvage their holiday, Josh secured a new passport within two days through urgent processing. However, the damage was already done. TUI had cancelled both their return flight and accommodation in Thailand after they failed to board the outbound flight.
Devastated by the experience, the couple arranged a last-minute alternative holiday to Cyprus but believe both Etihad Airways and TUI should refund their original £2,400 expenditure.
"We were absolutely gutted, it was soul-destroying," Josh said. "I just hope it doesn't happen to anyone else. We'd like our money back. We've had no help from TUI or Etihad."
Airline's Official Response
An Etihad Airways spokesperson confirmed the incident, stating: "A passenger flying from Manchester to Phuket on 7 October was denied boarding due to visible water damage in their passport at the time of check-in."
The airline revealed they had consulted Thailand's immigration authorities, who advised against boarding the passenger based on the passport's condition. The spokesperson emphasised that British passports must be "machine-readable and fully intact, with no torn pages, water damage, delamination or illegible details" to comply with Thailand's immigration policy.
The Mirror has contacted TUI for comment regarding the couple's compensation claim, while Josh continues to fight for a refund for what should have been the holiday of a lifetime.
