Passport never works at eGates?
Sep 17, 2022, 10:40 am
#286
Join Date: Oct 2021
Location: London (née Melbourne)
Programs: Qantas Platinum (Oneworld Emerald)
Posts: 976
My most recent experience the agent didn’t say a single word to me. I said my usual “hi how are you?” and was met with a blank stare. So after he swiped my passport I proceeded to ask if there was any indication why it isn’t working on the eGates but got no reply. He taps the keyboard 10 or so times and then hands my passport back to me without ever saying a word.
Sep 19, 2022, 9:15 am
#287
Join Date: Dec 2021
Location: CMH
Posts: 217
Arrived back into LHR T5 yesterday and after enduring a 1 hour wait for the eGates (all EU pax were being sent to eGates only) I then got the dreaded "seek assistance" and had an additional 1 hour 30 mins wait for an officer. Meanwhile my partner was sat in the Costa in arrivals for an hour and half waiting for me as they went through the eGates all OK. All very frustrating.
I've travelled upwards of 30 times on this passport and it's never worked at the Heathrow eGates. I always ask the officer why and they say there is nothing wrong at their end and I must have "put it in wrong". It was issued in 2016 and has one of those very thin and flimsy photo pages. Up until now I've not really been that bothered but with the increased wait times due to COVID-19 does anyone have any suggestions? Can I ask the passport office to replace it? Bizarrely, it's always worked in the eGates I've used in other countries (and I have global entry in the US and it's always worked for that too).
I've travelled upwards of 30 times on this passport and it's never worked at the Heathrow eGates. I always ask the officer why and they say there is nothing wrong at their end and I must have "put it in wrong". It was issued in 2016 and has one of those very thin and flimsy photo pages. Up until now I've not really been that bothered but with the increased wait times due to COVID-19 does anyone have any suggestions? Can I ask the passport office to replace it? Bizarrely, it's always worked in the eGates I've used in other countries (and I have global entry in the US and it's always worked for that too).
Sep 20, 2022, 2:05 am
#288
Join Date: Apr 2007
Location: UK/Australia
Programs: BAEC Silver, UA2MM, QF Platinum, VA Platinum., Volare Executive Club
Posts: 2,508
I'm arriving T2 from IST and will try my 9-year old UK passport (expect fail), and then my brand new Aussie passport if the UK passport fails.
Will be interesting....
Sep 20, 2022, 7:26 am
#289
Join Date: Dec 2021
Location: CMH
Posts: 217
I also have an Aussie passport too, which I can confirm works at the eGates at Heathrow from previous visits.
Sep 28, 2022, 9:05 am
#290
Join Date: Nov 2017
Posts: 1,197
Completely forgot to post about this...
Despite never working in the UK (seems it doesn't matter which airport), my passport worked perfectly in Helsinki. I can only assume I'm on some sort of list here, as I know the chip works perfectly.
Properly tedious. Took 45 mins to get to the "seek assistance" security a couple of weeks ago.
Despite never working in the UK (seems it doesn't matter which airport), my passport worked perfectly in Helsinki. I can only assume I'm on some sort of list here, as I know the chip works perfectly.
Properly tedious. Took 45 mins to get to the "seek assistance" security a couple of weeks ago.
Oct 10, 2022, 1:32 pm
#291
Join Date: Dec 2021
Location: CMH
Posts: 217
Completely forgot to post about this...
Despite never working in the UK (seems it doesn't matter which airport), my passport worked perfectly in Helsinki. I can only assume I'm on some sort of list here, as I know the chip works perfectly.
Properly tedious. Took 45 mins to get to the "seek assistance" security a couple of weeks ago.
Despite never working in the UK (seems it doesn't matter which airport), my passport worked perfectly in Helsinki. I can only assume I'm on some sort of list here, as I know the chip works perfectly.
Properly tedious. Took 45 mins to get to the "seek assistance" security a couple of weeks ago.
Oct 10, 2022, 2:00 pm
#292
Join Date: Oct 2021
Location: London (née Melbourne)
Programs: Qantas Platinum (Oneworld Emerald)
Posts: 976
As someone who is routinely rejected by the UK's eGates, normally it's straight through no questions asked (once without saying a single word to me). Sometimes they ask me where I'm arriving from. I must have appeared suspicious once or twice, because I was asked my occupation and if I was living in London - or perhaps they were just making small talk while waiting for the computer to process my passport, who knows.
I always ask if they can see any reason why the eGate failed, and to that I've been told maybe the gate I used was faulty, maybe I didn't hold my passport correctly, maybe I didn't look at the camera correctly, etc. Other people posting here have been told that their name is similar to someone Border Force is interested in, but I've never been told that.
On my most recent attempt, she very nonchalantly said my appearance may have changed since the passport photo was taken. That threw me a bit... have I aged so much the eGates can't tell it's the same person anymore!? Although eGates in other countries still recognise me ok, so I'm refusing to believe that one!
I always ask if they can see any reason why the eGate failed, and to that I've been told maybe the gate I used was faulty, maybe I didn't hold my passport correctly, maybe I didn't look at the camera correctly, etc. Other people posting here have been told that their name is similar to someone Border Force is interested in, but I've never been told that.
On my most recent attempt, she very nonchalantly said my appearance may have changed since the passport photo was taken. That threw me a bit... have I aged so much the eGates can't tell it's the same person anymore!? Although eGates in other countries still recognise me ok, so I'm refusing to believe that one!
Oct 20, 2022, 1:05 pm
#293
Join Date: Apr 2007
Location: UK/Australia
Programs: BAEC Silver, UA2MM, QF Platinum, VA Platinum., Volare Executive Club
Posts: 2,508
Well I'm amazed.
I entered the UK at Heathrow twice this week (T2 and T5) and my 9 year old passport worked flawlessly (for a change).
I wonder if UKBF have tweaked their software/systems to be more intelligent.
I entered the UK at Heathrow twice this week (T2 and T5) and my 9 year old passport worked flawlessly (for a change).
I wonder if UKBF have tweaked their software/systems to be more intelligent.
Oct 21, 2022, 3:38 am
#294
Join Date: Sep 2010
Location: Wolverhampton
Programs: BA Silver, Hilton Diamond, Marriot Gold, Radisson Gold, Amex Platinum
Posts: 1,605
I think the nine year old passport is the difference. Mines worked fine before I got a new one. Never worked once in Heathrow since.
Oct 21, 2022, 4:22 am
#295
Join Date: Sep 2007
Programs: BA GGL + GfL
Posts: 289
My 1 year old passport has failed 9 out 9 times at LHR and BF Officer can’t explain it. I’ve bitten the bullet, legged it down to Newport (which had a next day appointment), paid Ł157 for fast track jumbo passport which arrived Monday (7 day turnaround exactly on SLA). If it doesn’t fix the problem upon my return to UK on November 5th I will be mad.
no probs with the Passport Office interview btw, she said why replacing so soon and I just said Bf suggested it.
no probs with the Passport Office interview btw, she said why replacing so soon and I just said Bf suggested it.
Oct 22, 2022, 11:18 am
#298
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,731
Oct 22, 2022, 1:40 pm
#299
Join Date: Nov 2010
Location: SAN
Posts: 284
I eventually get through with my UK passport but every time I have used the eGates it takes multiple attempts to get it to authenticate and I'm never sure what to do if it gets stuck in an infinite loop. I assume there is a method to call someone if that happens.
I also have a US passport so I may try that on the next trip. Not sure if there is a benefit to using one vs the other.
Just tried the Read ID me app mentioned above and that seems to suggest the passport is fine.
I also have a US passport so I may try that on the next trip. Not sure if there is a benefit to using one vs the other.
Just tried the Read ID me app mentioned above and that seems to suggest the passport is fine.
Oct 23, 2022, 3:15 am
#300
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 32,140
My wife's new-ish passport doesn't like the LGW gates. After several attempts, and a 'helper' getting her to use other machines, it was the walk of shame and inconvenience to the Desk. After scanning there, he just said "You have a temperamental Passport'" ... Gee, thanks.
I assume there is some mechanism to get it replaced?