A couple from Crewe lost nearly £1,000 after being denied boarding at Manchester Airport due to a confusing visa rule. Peter Wiles and his wife Rogelyn Caresosa had planned a trip to Cappadocia, Turkey, but were stopped by Turkish Airlines.
Dream holiday ends at airport
Peter, a factory worker, had booked flights for himself and his Filipino wife, Rogelyn, for May 2025, paying £973.30. The couple, married in 2024, were excited for a romantic getaway to the region known for hot air balloons and underground cities.
However, at the airport, a Turkish Airlines gate agent rejected Rogelyn's eVisa, insisting she should have used her UK share code instead of her Biometric Residence Permit (BRP) number. Rogelyn had followed advice from the Turkish Consulate, which told her to use the BRP number. Despite the eVisa printout stating that other countries' eVisas are not accepted, she was denied boarding.
Frustrating battle for refund
Peter has been unable to get a refund from Turkish Airlines or his bank. He attempted a chargeback through Tesco Bank, but the airline contested it twice, and Tesco Bank eventually dropped the claim. The Financial Ombudsman also ruled against him on technical grounds.
Peter said, "My wife was devastated, we had to get a taxi home as it was late on a Sunday and the trains had finished. This whole debacle has honestly had me questioning my sanity at times!" He added, "I've developed a complex about being misunderstood and feel I have to explain everything in detail."
A Tesco Bank spokesperson said: "We were sorry to hear about the experience Mr Wiles had when attempting to travel with his wife. After careful consideration, we concluded that his case didn't meet the criteria for a successful Section 75 claim. He referred his claim to the Financial Ombudsman Service, which upheld our decision."
Turkish Airlines did not respond to a request for comment.
