A Ryanair passenger was denied boarding for a flight to Lanzarote from Birmingham Airport on June 4 due to a small tear in her passport. Rachael Norton-Voysey, 33, was informed by airline staff at the boarding gate that the 1.5cm rip on the top right of her passport's photo page rendered the document invalid for travel.
Norton-Voysey described the tear as minor, stating it did not obscure any photographs or identifying details. Despite her claims that the damage was superficial, Ryanair staff refused her passage, leading to the cancellation of her £700 holiday. She and her friend, who declined to travel without her, were escorted from the airport after watching other passengers board the flight.
"It was horrible. That feeling where your stomach just drops knowing we wouldn't be going on holiday at that point," Norton-Voysey stated. "There's no arguing with them once they do that."
According to UK Government advice, passports with missing, cut, or ripped pages are considered damaged and can result in denial of boarding. The government advises travellers to obtain a replacement passport before traveling if their document is damaged.
Norton-Voysey expressed frustration, calling the decision "really petty" and noting that even immigration staff at the airport deemed the refusal harsh. She had previously traveled on the same passport without issue and speculated the rip may have occurred during a prior trip abroad. She has since lodged a complaint with Ryanair.
To prevent similar issues, Norton-Voysey urged fellow travelers to check their passports for any damage well in advance of their travel dates and to consider using protective passport holders. She and her friend plan to reschedule their trip for September.
A Ryanair spokesperson confirmed the incident, stating, "This passenger was correctly refused travel from Birmingham to Lanzarote (4 Jun) as her passport was damaged and therefore not valid for travel."