TUI tourist denied boarding Thailand flight due to 'stamp smudge' on passport

A British couple's honeymoon flight to Phuket, Thailand, was abruptly halted at Manchester Airport (UK) after Etihad Airways denied boarding to Josh Reekie due to a "smudged stamp" on his passport. The incident, which occurred as the couple prepared for their TUI package holiday, stemmed from a faint mark on a 2019 travel stamp, which airline staff deemed sufficient water damage to invalidate the document for international travel. This unexpected refusal left the couple stranded, leading to the cancellation of their entire £2,400 holiday package, including return flights and accommodation.

Etihad Airways confirmed the denial of boarding, stating they consulted Thai immigration authorities who advised against allowing the passenger to travel based on the passport's condition. The airline emphasized that British passports must be machine-readable and fully intact, free from damage, to comply with Thailand's entry requirements. However, Mr. Reekie contends he had traveled internationally 12 times in the past year with the same passport without encountering any issues, expressing frustration over the lack of empathy and the perceived arbitrary nature of the decision, particularly given the minor nature of the "smudge."

Following the incident, Mr. Reekie swiftly obtained a new passport within two days, but the initial denial of boarding by Etihad Airways led TUI to cancel the entirety of their pre-booked holiday. The couple subsequently arranged a last-minute trip to Cyprus but are now seeking full compensation from both Etihad Airways and TUI for the ruined honeymoon and financial losses incurred. This case highlights the critical importance for passengers to meticulously inspect travel documents and for airlines to clearly communicate specific destination entry requirements, even for seemingly minor passport imperfections.