By GB News (World News) | Created at 2025-01-04 09:01:19 | Updated at 2025-01-06 10:46:41
2 days ago
A British passenger was wrongly removed from a British Airways flight at Gatwick Airport after staff incorrectly claimed her passport was invalid for EU travel.
Sue Heath, 64, from Buckinghamshire, was due to fly to Malta two days before Christmas when she was forced to leave the aircraft despite having valid travel documentation.
The incident left Heath unable to enjoy her planned Christmas holiday in Malta.
The 64-year-old was assigned seat 23C on the BA flight when ground staff claimed her passport had expired.
British Airways staff removed her from the flight after she had boarded (stock pic)
PA
Her trip to Malta was cancelled
Getty
Ground staff appeared confused about the validity of her documentation, initially preventing her from boarding before briefly allowing her onto the plane.
Around 10 minutes before departure, ground staff returned to check Heath's passport again and made a phone call to their office.
The staff member then informed the woman she "couldn't travel, as I would have had to be out and back from Malta by December 22, 2024" and escorted her from the plane.
A British Airways agent then accompanied her through customs to the arrivals hall.
When she later contacted BA customer service, she was told documentation was her responsibility and she should consult an embassy for clarification.
A British Airways spokesperson said: "We are investigating this particular case to understand why the customer wasn't permitted to travel and are in contact with them directly to resolve it as soon as possible."
Under air passengers' rights rules, Heath may be entitled to £350 in compensation for being denied boarding.
She is also eligible for a refund of her ticket.
