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Calls for responsibility over travel visa issues

Chris CraddockJersey communities reporter
BBC Claudia is standing on a wide grassy field under a cloudy sky. Low buildings and open green space extend into the distance, with sunglasses resting on the her head.BBC
Claudia Andrade and her mother were denied boarding because of confusion around electronic travel authorisations and Jersey residents

A Jersey resident who missed a connecting flight and had to pay for accommodation because of travel visa problems has called for someone to take responsibility for the confusion.

The British government has introduced electronic travel authorisation (ETA) - a digital permission people need to visit the country.

British or Irish passport-holders should not need one, nor should those with settled status. But British Airways (BA) staff refused to accept Claudia Andrade's mother's Jersey documents as they travelled back from Lisbon via the UK last month.

The government said it was working to resolve this and BA said "we're speaking with our third-party handlers to better understand what happened".

Claudia Andrade Claudia and her mum Idalina are wearing sunglasses posing for a selfie at a scenic viewpoint. A large red suspension bridge and a wide river with a cityscape are visible in the background.Claudia Andrade
Claudia and her mother had enjoyed time in Lisbon, including at the 25 de Abril Bridge, before the travel confusion

Claudia has British and Portuguese passports but her mother Idalina Andrade, who has lived in Jersey for most of her life and has settled status, only has a Portuguese passport.

There has been confusion over Jersey's physical immigration documents with the new digital e-visa system with some airlines.

Claudia said "staff just refused to help" when she showed them her mother's documents and "it was definitely a very frustrating and stressful moment".

She said: "My parents live here and they've lived here for longer than they've ever lived in Madeira.

"They're part of the island's society, they've paid their taxes. So why should they have to pay for a visa? Why should they be treated any less than any other citizen or anyone else here?"

Claudia Andrade Claudia and Idalina are standing close together outdoors at a large public event. Claudia holds a round medal on a ribbon toward the camera. A crowd of people and tall trees fill the background.Claudia Andrade
Claudia travelled to run the Lisbon half-marathon as her mother cheered her on

Claudia and her mother missed their connecting flight because of the confusion and then had to book extra accommodation because of the delays.

She said she still did not not know who would pay for the extra expense of "probably... a couple of hundreds of pounds".

She said: "I think airlines definitely need to take responsibility if they were informed by the government.

"It was just an absolute nightmare and now my parents are nervous to go on holiday again.

"If the airlines don't provide that help to those people left out of pocket, then I think the government also needs to step up and provide a little bit more support until the airlines actually pay up."

In response, BA said it had been in touch with the customer to "help make things right".

A statement added: "We're very sorry for our customer's experience and we're speaking with our third-party handlers to better understand what happened."

Catherine is standing outdoors in front of a pale pink building with white-framed windows. She is wearing a dark coat and a multicoloured scarf, with stone paving in the foreground.
Deputy Catherine Curtis has written to the home affairs minister to clarify what was done to prevent ETA problems

Deputy Catherine Curtis has called for clarity on what support will be made available for those like Claudia and her mother affected by the ETA confusion.

She has written to the home affairs minister to ask what was done beforehand to attempt to prevent such problems, what actions the department would take if such instances happened again, and if people affected could get financial compensation.

Curtis said: "I'm hoping the minister will say whether the airlines will compensate people because I know there's trouble at the moment with people trying to claim.

"I'm just hoping that there could be an indication that more thorough communications will be made to airlines particularly, so that this problem doesn't continue in the short-term and then there may be a response about longer term measures to put things right as well."

The Home Affairs Department has until 17 April to respond and has been approached for comment.

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