Denied boarding because of slight water stain on passport
#1
Original Poster
Join Date: Sep 2014
Programs: AC SEMM
Posts: 1,379
Denied boarding because of slight water stain on passport
According to the story linked to below a Markham, Ont. family says their flight to Peru in June had a rocky start before it even started. The issue: one of their passports was rejected by an Air Canada agent who claimed it had water damage. AC then did not live up to their promise to let him change his flight at no cost.
http://globalnews.ca/news/2943753/wa...p-for-gta-man/
http://globalnews.ca/news/2943753/wa...p-for-gta-man/
#3
Join Date: Apr 2015
Location: YVR
Programs: UA Premier Platinum
Posts: 3,759
What a load of garbage... I have had slight water damage on every passport I've ever owned, no immigration officer cares as long as the photo page and any applicable visas are not damaged. Passport Canada even refused to replace one of my water-damaged passports on the grounds that it wasn't sufficiently damaged (many of the stamps are blurred to the point of illegibility or have migrated to pages they weren't originally on).
#4
Join Date: Jan 2016
Location: YYZ
Programs: FOTSG Tangerine Ex E35k (AC)
Posts: 5,612
What a load of garbage... I have had slight water damage on every passport I've ever owned, no immigration officer cares as long as the photo page and any applicable visas are not damaged. Passport Canada even refused to replace one of my water-damaged passports on the grounds that it wasn't sufficiently damaged (many of the stamps are blurred to the point of illegibility or have migrated to pages they weren't originally on).
Interesting how "the flight was full". Maybe this is another new cost cutting measure, if the flights full thou must have status AND a passport in perfect condition.
#6
Join Date: May 2014
Location: YYZ
Programs: Air Canada Aeroplan, Delta Medallion
Posts: 50
@TimMinYYZ - Yes, in the video, they told the family that they flight was full.
But this is insane. A little water mark and they deny boarding? If the picture page and front cover are fine, they cannot deny boarding. If Peru immigration makes a stink, that's another story and THEY are the ones who make that determination, no some gate agent in Toronto!
But this is insane. A little water mark and they deny boarding? If the picture page and front cover are fine, they cannot deny boarding. If Peru immigration makes a stink, that's another story and THEY are the ones who make that determination, no some gate agent in Toronto!
#7
Original Member
Join Date: May 1998
Location: Canada
Programs: AC SE 2MM, HH Dd, SPG; IC Pl/A; AA; DL
Posts: 14,321
I've had a heavily damaged passport (dropped in a melting snow drift in Toronto and recovered a few days later) that I travelled on for a couple of years. I had remarks made about it but never been denied travel/entry to countries.
#10
Join Date: Oct 2009
Location: YUL
Programs: AC SE (*A Gold), Bonvoy Platinum Elite, Hilton Gold, Amex Platinum / AP Reserve, NEXUS, Global Entry
Posts: 5,691
I guess AC's concern is that the passenger would be turned back at the destination and they'd be on the hook for the cost of returnig the passenger to Canada. Not sure what CBSA can offer any assurance that the passport would be accepted at the destination.
#11
Join Date: Aug 2011
Location: YUL
Programs: Skymiles Silver Medallion
Posts: 955
Sounds like the typical AC agent on a power trip, combined with the usual amount of incompetence about follow-up (i.e. 3 agents assured him he'd get a free replacement ticket, but magically the note was nowhere to be found on the file).
They should have allowed him to board. A slight water stain on the back cover does not constitute damage, especially if the passport scans fine and the photo page is in working order.
But if they were going to deny him, they should have rebooked him on another flight a couple of days later on the spot, for free, and given him all the necessary confirmation information right then and there, along with compensation. But then, they've eliminated ticketing at the airport to cut costs, so...
They should have allowed him to board. A slight water stain on the back cover does not constitute damage, especially if the passport scans fine and the photo page is in working order.
But if they were going to deny him, they should have rebooked him on another flight a couple of days later on the spot, for free, and given him all the necessary confirmation information right then and there, along with compensation. But then, they've eliminated ticketing at the airport to cut costs, so...
#13
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,803
I have a hard time believing there is not more to the story. A bit too easy blaming agents "on a power trip." Even when that happens it usually doe not go that far. And usually if more agents are involved the other ones tend to balance things out.
I was one almost denied boarding because the agent misread the rules. Which I knew quite well, having dome the same trip on same passport before. Second agent got involved, quickly set things straight.
#14
Join Date: Aug 2011
Location: YUL
Programs: Skymiles Silver Medallion
Posts: 955
Air Canada's side is quite well expressed in the story. They claim that it was a mixup that he was forced to pay for another ticket, they refunded him his money, AND gave him a $500 credit. In other words, they know they screwed up.
#15
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,803
That he had to pay for another ticket may have been a mixup. Denied boarding, who knows.