Refused flight on return trip due to digital ID
Discussion
Hi all,
Not sure where best to post this but wondering if I have a legal claim against an issue I faced this week so thought I would post here. Everything below is 100% the truth and I have not missed out any important details.
On Tuesday I had a work trip which required a flight down and back on the same day. When I boarded the flight in Edinburgh I was asked for ID which I provided via my phone (a digital photo of my drivers license which I've had on there for a number of years and used for mortgages, accounts, car leases etc). They accepted this and allowed me to begin my journey. That's the important info.
On the way back from London I went to board the return flight and was refused due to not having "physical ID". At the point things went downhill. I asked and explained why they accepted it in Edinburgh and I was responded with a shrug of shoulders and a "not my problem". I had to stand in front of passengers being boarded (an already delayed flight) like I was not important to the staff and expected just to walk away. It got more heated as I argued multiple times about what I should do - At one point they questioned if I even got a flight in the morning and made out I was lying about the ID. I was treated like utter junk.
Once the flight was boarded he then agreed that I had indeed flew down (it was on his screen) but refused to help in anyway. More anger raised and eventually security was called. I demanded to speak to someone and security requested that a manager arrive (I did ask multiple times before security arrived and told "no one available, nothing we can do etc". The "customer relationship manager" agreed that I should not have been allowed to board at Edinburgh and that they would "sort out their processes" to ensure it doesn't happen again. I asked about how I get home, he at least made an effort to call "Flight Operations" who also stated there was no way I could board the flight however, I was given a voucher to stay at a local hotel but to make my own arrangements home, which I did next day via train.
Finally, once security left I was then told to go through Border Control... so that's another 30 minutes standing in a queue and trying to explain that I had no passport and actually not arrived from anywhere. Border Patrol we're very friendly and as confused as I was about the "ID" since they used and check my details to allow me to leave. This "ID" requirement isn't aviation requirements, it's the airline only.
The airline in question put this rule into affect this month - I travel monthly to London and never been asked for ID. Their website states "Valid ID" but nothing about a "copy" of ID - I would assume it's valid since it has my details, my drivers license which can then be validated online. (At the time of the incident I took screenshots of their site should they change their wording).
Oh and to add insult to injury, I was given a card from "Customer Relations" to call a number... called the number and told "Customer Relations are not authorised to speak on the phone, please use the website to submit a complain". Irony.
Wondering what thoughts and what I should do next? I am out of pocket for travel costs, lost a days work, wife had to make work arrangements as I normally deal with the school runs and you know what, it was panic inducing stuff - I was genuinely shocked and worried about how and what I was going to do that evening (and the fact it took for security to be involved and losing my calmness which then meant they provided an overnight stay is quite worrying - its almost like they just want you to watch away and say nothing...)
I would love to say "never flying with them again" but in reality I do require to travel to London every month and it's normally a painless process/journey.
EDIT: Just to point out, I was not aware of a change to their rules at the start of the month. If I was aware I very much would have taken my physical drivers license. If I was refused on the way down I would have accepted that it was my own fault and said no more, but they took my ID and didn't make any mention that it wouldn't have been valid on the return flight. Even at that time, the website stated "valid ID" which ignorantly I assume was valid (since it's used pretty much all the time including physical checks)
Not sure where best to post this but wondering if I have a legal claim against an issue I faced this week so thought I would post here. Everything below is 100% the truth and I have not missed out any important details.
On Tuesday I had a work trip which required a flight down and back on the same day. When I boarded the flight in Edinburgh I was asked for ID which I provided via my phone (a digital photo of my drivers license which I've had on there for a number of years and used for mortgages, accounts, car leases etc). They accepted this and allowed me to begin my journey. That's the important info.
On the way back from London I went to board the return flight and was refused due to not having "physical ID". At the point things went downhill. I asked and explained why they accepted it in Edinburgh and I was responded with a shrug of shoulders and a "not my problem". I had to stand in front of passengers being boarded (an already delayed flight) like I was not important to the staff and expected just to walk away. It got more heated as I argued multiple times about what I should do - At one point they questioned if I even got a flight in the morning and made out I was lying about the ID. I was treated like utter junk.
Once the flight was boarded he then agreed that I had indeed flew down (it was on his screen) but refused to help in anyway. More anger raised and eventually security was called. I demanded to speak to someone and security requested that a manager arrive (I did ask multiple times before security arrived and told "no one available, nothing we can do etc". The "customer relationship manager" agreed that I should not have been allowed to board at Edinburgh and that they would "sort out their processes" to ensure it doesn't happen again. I asked about how I get home, he at least made an effort to call "Flight Operations" who also stated there was no way I could board the flight however, I was given a voucher to stay at a local hotel but to make my own arrangements home, which I did next day via train.
Finally, once security left I was then told to go through Border Control... so that's another 30 minutes standing in a queue and trying to explain that I had no passport and actually not arrived from anywhere. Border Patrol we're very friendly and as confused as I was about the "ID" since they used and check my details to allow me to leave. This "ID" requirement isn't aviation requirements, it's the airline only.
The airline in question put this rule into affect this month - I travel monthly to London and never been asked for ID. Their website states "Valid ID" but nothing about a "copy" of ID - I would assume it's valid since it has my details, my drivers license which can then be validated online. (At the time of the incident I took screenshots of their site should they change their wording).
Oh and to add insult to injury, I was given a card from "Customer Relations" to call a number... called the number and told "Customer Relations are not authorised to speak on the phone, please use the website to submit a complain". Irony.
Wondering what thoughts and what I should do next? I am out of pocket for travel costs, lost a days work, wife had to make work arrangements as I normally deal with the school runs and you know what, it was panic inducing stuff - I was genuinely shocked and worried about how and what I was going to do that evening (and the fact it took for security to be involved and losing my calmness which then meant they provided an overnight stay is quite worrying - its almost like they just want you to watch away and say nothing...)
I would love to say "never flying with them again" but in reality I do require to travel to London every month and it's normally a painless process/journey.
EDIT: Just to point out, I was not aware of a change to their rules at the start of the month. If I was aware I very much would have taken my physical drivers license. If I was refused on the way down I would have accepted that it was my own fault and said no more, but they took my ID and didn't make any mention that it wouldn't have been valid on the return flight. Even at that time, the website stated "valid ID" which ignorantly I assume was valid (since it's used pretty much all the time including physical checks)
Edited by rico83 on Friday 8th September 16:19
The airline in question put this rule into affect this month - I travel monthly to London and never been asked for ID.
Seems this is they key part. You didn’t check what I’d they required.
As you managed to get security called on you too I doubt you’ll get much sympathy from the airline.
Personally I think you should be writing an apology for the poor staff you seemingly abused.
Seems this is they key part. You didn’t check what I’d they required.
As you managed to get security called on you too I doubt you’ll get much sympathy from the airline.
Personally I think you should be writing an apology for the poor staff you seemingly abused.
I think my 13 year-old daughter would understand the value of having physical official ID when travelling by air - even on a domestic flight. Scrub that, I think that my Labrador Shuck would know that.
Also, losing your cool and shouting at low paid people who are only doing their job as best they can is a pretty scummy thing to do - If you think that's acceptable or excusable, give your head a wobble.
Also, losing your cool and shouting at low paid people who are only doing their job as best they can is a pretty scummy thing to do - If you think that's acceptable or excusable, give your head a wobble.
tish Fairways. The attitude at the gate is one I recognise. Actual said:
Take a jpg of your driving licence and take a jpg of my face. Cut and paste using an app on my phone and voila I am you on my phone!
Official documents have security features and are more obvious when tampered with and just feel right.
This, there's no way for a private company to validate that a photo of a driving licence belongs to the person standing in front of you. The online process OP is talking about is presumably the one which allows them to view how many points you have, which isn't relevant.Official documents have security features and are more obvious when tampered with and just feel right.
Thank you for the replies folks (even the ones that make me out to have the IQ of a dog). I know that going forward I will always take my ID, I guess I've just been very lucky to never require (nor have issues) with not having physical ID (or Valid ID as some have pointed out).
As for the comment regarding how I treat people, well I can tell you that it wasn't a case of "shouting at low paid people" - I treat people the way I would like people to treat me however when you are stuck in a situation far from home, asking for advice what to do and being told "not my problem" with a shrug of shoulders then you can expect that I'm going to get frustrated by that (and if that's how he treats me, then he deserves it back, there was no anger/frustration shown that resulting in that sort of comment/reaction from him). The security, the customer relations manager and border patrol showed professionalism and that's how I dealt with those at the airport (and accepted that there was no way I was getting a flight home). I wasn't dragged out like one of those YouTube/TikTok videos or movies that you are probably imagining. In the end it was farewells and that's how it was.
Thanks, I don't need any more comments being compared to the intelligence of a dog - I've had to already deal with a stressful situation and I guess I just need to move on at this point.
As for the comment regarding how I treat people, well I can tell you that it wasn't a case of "shouting at low paid people" - I treat people the way I would like people to treat me however when you are stuck in a situation far from home, asking for advice what to do and being told "not my problem" with a shrug of shoulders then you can expect that I'm going to get frustrated by that (and if that's how he treats me, then he deserves it back, there was no anger/frustration shown that resulting in that sort of comment/reaction from him). The security, the customer relations manager and border patrol showed professionalism and that's how I dealt with those at the airport (and accepted that there was no way I was getting a flight home). I wasn't dragged out like one of those YouTube/TikTok videos or movies that you are probably imagining. In the end it was farewells and that's how it was.
ClaphamGT3 said:
I think my 13 year-old daughter would understand the value of having physical official ID when travelling by air - even on a domestic flight. Scrub that, I think that my Labrador Shuck would know that.
Also, losing your cool and shouting at low paid people who are only doing their job as best they can is a pretty scummy thing to do - If you think that's acceptable or excusable, give your head a wobble.
I came here for advice and opinions and you have provided them - I accept I should ALWAYS have physical ID as my interpretation of "Valid" clearly isn't "a digital copy" which like I said I used always. Also, losing your cool and shouting at low paid people who are only doing their job as best they can is a pretty scummy thing to do - If you think that's acceptable or excusable, give your head a wobble.
Thanks, I don't need any more comments being compared to the intelligence of a dog - I've had to already deal with a stressful situation and I guess I just need to move on at this point.
lizardbrain said:
Are you sure this is a recent change? I remember being told off a couple of years ago flying domestically that my driving licence had a different name variation to my ticket.
My passport is spelled correctly so it never happens internationally.
It is indeed for this airline a new rule and I believe not all airlines required it - that being said, its a mistake I won't make again!My passport is spelled correctly so it never happens internationally.
Canon_Fodder said:
I doubt there's a 'legal claim' here OP as although it's a 50/50 sort of position in terms of blame, they did at least give you a hotel voucher.
Lessons learned - hopefully on both sides. ... And we go again
I agree - I was looking for opinions and I now accept I'm at blame, regardless of them accepting the ID on the way down. Lessons learned - hopefully on both sides. ... And we go again
Anyone remember the Easyjet TV episode (where a group of priests turned up at Liverpool airport and one had forgotten/lost his passport/ID?
The quickest solution they had was to go to Costco and get a photo-id membership card and they accepted that.
Whether that was all for the cameras or not I don't know...but I remember them being very lax with ID when I used to use them frequently to visit friends in Barcelona or internal UK flights.
The quickest solution they had was to go to Costco and get a photo-id membership card and they accepted that.
Whether that was all for the cameras or not I don't know...but I remember them being very lax with ID when I used to use them frequently to visit friends in Barcelona or internal UK flights.
Could have been worse as sounded like it might have been like the film "The Terminal" with border force not letting you out again.
You may also have had unrealistic expectations of airline customer service. It's been a race to the bottom for many years. You have to grin and bear it unfortunately.
You may also have had unrealistic expectations of airline customer service. It's been a race to the bottom for many years. You have to grin and bear it unfortunately.
Tigerj said:
The airline in question put this rule into affect this month - I travel monthly to London and never been asked for ID.
Seems this is they key part. You didn’t check what I’d they required.
As you managed to get security called on you too I doubt you’ll get much sympathy from the airline.
Personally I think you should be writing an apology for the poor staff you seemingly abused.
No staff was abused, I asked for help and advice, I was responded to with an with an response of a shrug and "not my problem" - Do you honestly think that's the way to be responded with in any situation? All other staff members, security and border patrol did their job perfectly, and I responded to that perfectly and as such I departed without issue. Overall, I have done flights monthly and always have a great friendly experience. I've done well in life to treat people fairly and with respect and always had that returned.Seems this is they key part. You didn’t check what I’d they required.
As you managed to get security called on you too I doubt you’ll get much sympathy from the airline.
Personally I think you should be writing an apology for the poor staff you seemingly abused.
ThunderSpook said:
Why on Earth would you travel without a physical form of ID? That’s just nuts. This sounds like a situation entirely of your own causing I’m afraid. This was always going to happen at some point.
I got this far and just thought "nailed it".Easy way and hard way and some people do things the hard way.
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