Why did British Airways reject my family during check-in on a flight through UK despite them having US and...












4














Today I had a terrible experience with British Airways. My family (my wife and 8-year old son) was not allowed to check in to a British Airways flight scheduled from Brussels (Belgium) to Heathrow (UK) this morning. It’s the first leg of their journey, followed by a connecting British airways flight from Heathrow to Bangalore, India (their final destination).



The issue was whether my family would need a transit visa for layover of 2 hours at the London Heathrow airport without changing the terminal (Terminal 5). The lady at the British airways Check-In assistance desk @Brussels airport kept arguing that we must have a transit visa to pass through UK Border control. I tried to convince her that my family wouldn’t need to cross border control since they wouldn’t need to change terminal/airport. In addition, my family had valid US visas on their passports and valid resident permits from an EEA country (the plastic cards with chip issued by Belgium authority/commune). This means my family is exempted of a transit visa and wouldn’t need a Direct Airside Transit visa (DATV) or a Visitor in Transit visa.



https://www.gov.uk/check-uk-visa/y/india/transit/somewhere_else/no



But the lady at the British Airways Check-in desk failed to understand this. Instead she was forcing us to buy another airlines ticket from an adjacent counter. After much persuasion, the lady at the British Airways Check-in desk agreed to check in my wife but denied check-in for my son. This was because my wife had a valid resident permit card (plastic card) with a chip while my son had his valid resident permit in paper format (issued by the Belgian commune and legally accepted everywhere) and not in plastic with a chip. For me, it was very strange.



I was very much aware of the visa guidelines as outlined by www.Gov.UK and therefore I tried to explain the same to the lady at the British Airways check-in assistance desk @Brussels airport. But it was in vein as she or her duty manager did not allow my family to check in at the end.



Was British Airways wrong to deny us check-in?










share|improve this question









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  • I don't know if BA was right or not to deny boarding. In case they weren't, you do have rights (by EU regulation 261/2004). Please read this page from EUclaim for more info.
    – JJJ
    5 hours ago










  • I believe that to qualify for the residence permit exemption, the permit must be a "common-format" document, which probably explains why they did not accept your son's paper document.
    – phoog
    4 hours ago






  • 2




    And your question for us is what, exactly? I'm flagging this question for closure because it's just a rant in disguise, not a real question. This site is for questions, not for making demands of airlines or complaining about their treatment of you.
    – EJoshuaS
    4 hours ago








  • 1




    Please see: Why we're not customer support for your least favorite company. It's unclear what you think we can do about this. We can't force them to let you on the plane, issue an apology, or give you your money back.
    – EJoshuaS
    4 hours ago








  • 1




    @EJoshuaS we get lots of questions like this and we try to be sensitive to the fact that these sorts of incidents can cost hundreds or thousands of euros (unlike many customer service type questions on Stack Overflow, for example).
    – phoog
    4 hours ago


















4














Today I had a terrible experience with British Airways. My family (my wife and 8-year old son) was not allowed to check in to a British Airways flight scheduled from Brussels (Belgium) to Heathrow (UK) this morning. It’s the first leg of their journey, followed by a connecting British airways flight from Heathrow to Bangalore, India (their final destination).



The issue was whether my family would need a transit visa for layover of 2 hours at the London Heathrow airport without changing the terminal (Terminal 5). The lady at the British airways Check-In assistance desk @Brussels airport kept arguing that we must have a transit visa to pass through UK Border control. I tried to convince her that my family wouldn’t need to cross border control since they wouldn’t need to change terminal/airport. In addition, my family had valid US visas on their passports and valid resident permits from an EEA country (the plastic cards with chip issued by Belgium authority/commune). This means my family is exempted of a transit visa and wouldn’t need a Direct Airside Transit visa (DATV) or a Visitor in Transit visa.



https://www.gov.uk/check-uk-visa/y/india/transit/somewhere_else/no



But the lady at the British Airways Check-in desk failed to understand this. Instead she was forcing us to buy another airlines ticket from an adjacent counter. After much persuasion, the lady at the British Airways Check-in desk agreed to check in my wife but denied check-in for my son. This was because my wife had a valid resident permit card (plastic card) with a chip while my son had his valid resident permit in paper format (issued by the Belgian commune and legally accepted everywhere) and not in plastic with a chip. For me, it was very strange.



I was very much aware of the visa guidelines as outlined by www.Gov.UK and therefore I tried to explain the same to the lady at the British Airways check-in assistance desk @Brussels airport. But it was in vein as she or her duty manager did not allow my family to check in at the end.



Was British Airways wrong to deny us check-in?










share|improve this question









New contributor




SXS is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.




















  • I don't know if BA was right or not to deny boarding. In case they weren't, you do have rights (by EU regulation 261/2004). Please read this page from EUclaim for more info.
    – JJJ
    5 hours ago










  • I believe that to qualify for the residence permit exemption, the permit must be a "common-format" document, which probably explains why they did not accept your son's paper document.
    – phoog
    4 hours ago






  • 2




    And your question for us is what, exactly? I'm flagging this question for closure because it's just a rant in disguise, not a real question. This site is for questions, not for making demands of airlines or complaining about their treatment of you.
    – EJoshuaS
    4 hours ago








  • 1




    Please see: Why we're not customer support for your least favorite company. It's unclear what you think we can do about this. We can't force them to let you on the plane, issue an apology, or give you your money back.
    – EJoshuaS
    4 hours ago








  • 1




    @EJoshuaS we get lots of questions like this and we try to be sensitive to the fact that these sorts of incidents can cost hundreds or thousands of euros (unlike many customer service type questions on Stack Overflow, for example).
    – phoog
    4 hours ago
















4












4








4







Today I had a terrible experience with British Airways. My family (my wife and 8-year old son) was not allowed to check in to a British Airways flight scheduled from Brussels (Belgium) to Heathrow (UK) this morning. It’s the first leg of their journey, followed by a connecting British airways flight from Heathrow to Bangalore, India (their final destination).



The issue was whether my family would need a transit visa for layover of 2 hours at the London Heathrow airport without changing the terminal (Terminal 5). The lady at the British airways Check-In assistance desk @Brussels airport kept arguing that we must have a transit visa to pass through UK Border control. I tried to convince her that my family wouldn’t need to cross border control since they wouldn’t need to change terminal/airport. In addition, my family had valid US visas on their passports and valid resident permits from an EEA country (the plastic cards with chip issued by Belgium authority/commune). This means my family is exempted of a transit visa and wouldn’t need a Direct Airside Transit visa (DATV) or a Visitor in Transit visa.



https://www.gov.uk/check-uk-visa/y/india/transit/somewhere_else/no



But the lady at the British Airways Check-in desk failed to understand this. Instead she was forcing us to buy another airlines ticket from an adjacent counter. After much persuasion, the lady at the British Airways Check-in desk agreed to check in my wife but denied check-in for my son. This was because my wife had a valid resident permit card (plastic card) with a chip while my son had his valid resident permit in paper format (issued by the Belgian commune and legally accepted everywhere) and not in plastic with a chip. For me, it was very strange.



I was very much aware of the visa guidelines as outlined by www.Gov.UK and therefore I tried to explain the same to the lady at the British Airways check-in assistance desk @Brussels airport. But it was in vein as she or her duty manager did not allow my family to check in at the end.



Was British Airways wrong to deny us check-in?










share|improve this question









New contributor




SXS is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.











Today I had a terrible experience with British Airways. My family (my wife and 8-year old son) was not allowed to check in to a British Airways flight scheduled from Brussels (Belgium) to Heathrow (UK) this morning. It’s the first leg of their journey, followed by a connecting British airways flight from Heathrow to Bangalore, India (their final destination).



The issue was whether my family would need a transit visa for layover of 2 hours at the London Heathrow airport without changing the terminal (Terminal 5). The lady at the British airways Check-In assistance desk @Brussels airport kept arguing that we must have a transit visa to pass through UK Border control. I tried to convince her that my family wouldn’t need to cross border control since they wouldn’t need to change terminal/airport. In addition, my family had valid US visas on their passports and valid resident permits from an EEA country (the plastic cards with chip issued by Belgium authority/commune). This means my family is exempted of a transit visa and wouldn’t need a Direct Airside Transit visa (DATV) or a Visitor in Transit visa.



https://www.gov.uk/check-uk-visa/y/india/transit/somewhere_else/no



But the lady at the British Airways Check-in desk failed to understand this. Instead she was forcing us to buy another airlines ticket from an adjacent counter. After much persuasion, the lady at the British Airways Check-in desk agreed to check in my wife but denied check-in for my son. This was because my wife had a valid resident permit card (plastic card) with a chip while my son had his valid resident permit in paper format (issued by the Belgian commune and legally accepted everywhere) and not in plastic with a chip. For me, it was very strange.



I was very much aware of the visa guidelines as outlined by www.Gov.UK and therefore I tried to explain the same to the lady at the British Airways check-in assistance desk @Brussels airport. But it was in vein as she or her duty manager did not allow my family to check in at the end.



Was British Airways wrong to deny us check-in?







visas air-travel uk paperwork






share|improve this question









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edited 1 hour ago









JonathanReez

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asked 5 hours ago









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SXS is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.






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Check out our Code of Conduct.












  • I don't know if BA was right or not to deny boarding. In case they weren't, you do have rights (by EU regulation 261/2004). Please read this page from EUclaim for more info.
    – JJJ
    5 hours ago










  • I believe that to qualify for the residence permit exemption, the permit must be a "common-format" document, which probably explains why they did not accept your son's paper document.
    – phoog
    4 hours ago






  • 2




    And your question for us is what, exactly? I'm flagging this question for closure because it's just a rant in disguise, not a real question. This site is for questions, not for making demands of airlines or complaining about their treatment of you.
    – EJoshuaS
    4 hours ago








  • 1




    Please see: Why we're not customer support for your least favorite company. It's unclear what you think we can do about this. We can't force them to let you on the plane, issue an apology, or give you your money back.
    – EJoshuaS
    4 hours ago








  • 1




    @EJoshuaS we get lots of questions like this and we try to be sensitive to the fact that these sorts of incidents can cost hundreds or thousands of euros (unlike many customer service type questions on Stack Overflow, for example).
    – phoog
    4 hours ago




















  • I don't know if BA was right or not to deny boarding. In case they weren't, you do have rights (by EU regulation 261/2004). Please read this page from EUclaim for more info.
    – JJJ
    5 hours ago










  • I believe that to qualify for the residence permit exemption, the permit must be a "common-format" document, which probably explains why they did not accept your son's paper document.
    – phoog
    4 hours ago






  • 2




    And your question for us is what, exactly? I'm flagging this question for closure because it's just a rant in disguise, not a real question. This site is for questions, not for making demands of airlines or complaining about their treatment of you.
    – EJoshuaS
    4 hours ago








  • 1




    Please see: Why we're not customer support for your least favorite company. It's unclear what you think we can do about this. We can't force them to let you on the plane, issue an apology, or give you your money back.
    – EJoshuaS
    4 hours ago








  • 1




    @EJoshuaS we get lots of questions like this and we try to be sensitive to the fact that these sorts of incidents can cost hundreds or thousands of euros (unlike many customer service type questions on Stack Overflow, for example).
    – phoog
    4 hours ago


















I don't know if BA was right or not to deny boarding. In case they weren't, you do have rights (by EU regulation 261/2004). Please read this page from EUclaim for more info.
– JJJ
5 hours ago




I don't know if BA was right or not to deny boarding. In case they weren't, you do have rights (by EU regulation 261/2004). Please read this page from EUclaim for more info.
– JJJ
5 hours ago












I believe that to qualify for the residence permit exemption, the permit must be a "common-format" document, which probably explains why they did not accept your son's paper document.
– phoog
4 hours ago




I believe that to qualify for the residence permit exemption, the permit must be a "common-format" document, which probably explains why they did not accept your son's paper document.
– phoog
4 hours ago




2




2




And your question for us is what, exactly? I'm flagging this question for closure because it's just a rant in disguise, not a real question. This site is for questions, not for making demands of airlines or complaining about their treatment of you.
– EJoshuaS
4 hours ago






And your question for us is what, exactly? I'm flagging this question for closure because it's just a rant in disguise, not a real question. This site is for questions, not for making demands of airlines or complaining about their treatment of you.
– EJoshuaS
4 hours ago






1




1




Please see: Why we're not customer support for your least favorite company. It's unclear what you think we can do about this. We can't force them to let you on the plane, issue an apology, or give you your money back.
– EJoshuaS
4 hours ago






Please see: Why we're not customer support for your least favorite company. It's unclear what you think we can do about this. We can't force them to let you on the plane, issue an apology, or give you your money back.
– EJoshuaS
4 hours ago






1




1




@EJoshuaS we get lots of questions like this and we try to be sensitive to the fact that these sorts of incidents can cost hundreds or thousands of euros (unlike many customer service type questions on Stack Overflow, for example).
– phoog
4 hours ago






@EJoshuaS we get lots of questions like this and we try to be sensitive to the fact that these sorts of incidents can cost hundreds or thousands of euros (unlike many customer service type questions on Stack Overflow, for example).
– phoog
4 hours ago












1 Answer
1






active

oldest

votes


















5














British Airways had nothing to do with this; it was Aviapartner staff that denied you boarding.



It would appear that TIMATIC, the database used by check-in staff, has a bug: when Nationality=India and Transit Point=United Kingdom, it says:




Visa required, except for Nationals of India with a normal passport transiting through London: Gatwick (LGW), Heathrow (LHR) or Manchester (MAN) with a confirmed onward ticket for a flight to a third country on the same calendar day. They must:




  • have a visa issued by Australia, Canada, New Zealand or USA,
    and


  • stay in the international transit area of the airport, and


  • have documents required for the next destination.





However, when Alien resident of=Belgium, this doesn't appear, and as such the staff denied you boarding.



Unfortunately you're likely out of luck, as TIMATIC is run by IATA and is the "bible of airlines". Nonetheless, you could try claiming compensation from Aviapartner and British Airways per EC261, by pointing to the GOV.UK website as well as the fact that, if not selecting "Alien resident of"=Belgium in TIMATIC, the exemption for US visa holders will appear.






share|improve this answer























  • Wouldn't the child be exempt (from needing a UK visa for transit) by virtue of having a passport with a visa for the USA? See this list on the UK government website (first bullet point).
    – JJJ
    2 hours ago












  • @JJJ Hmm, there seems to be a TIMATIC error. WIll edit
    – Crazydre
    2 hours ago










  • For the OP, wouldn't this have meant that trying to change the leg to a different airline would have been an exercise in futility, as the check-in agent for that airline would see the same buggy TIMATIC data and also be likely to reject the boarding as a result?
    – UnrecognizedFallingObject
    38 mins ago










  • @UnrecognizedFallingObject The new itinerary probably did not stop/transit in the UK.
    – mkennedy
    2 mins ago











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1 Answer
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active

oldest

votes








1 Answer
1






active

oldest

votes









active

oldest

votes






active

oldest

votes









5














British Airways had nothing to do with this; it was Aviapartner staff that denied you boarding.



It would appear that TIMATIC, the database used by check-in staff, has a bug: when Nationality=India and Transit Point=United Kingdom, it says:




Visa required, except for Nationals of India with a normal passport transiting through London: Gatwick (LGW), Heathrow (LHR) or Manchester (MAN) with a confirmed onward ticket for a flight to a third country on the same calendar day. They must:




  • have a visa issued by Australia, Canada, New Zealand or USA,
    and


  • stay in the international transit area of the airport, and


  • have documents required for the next destination.





However, when Alien resident of=Belgium, this doesn't appear, and as such the staff denied you boarding.



Unfortunately you're likely out of luck, as TIMATIC is run by IATA and is the "bible of airlines". Nonetheless, you could try claiming compensation from Aviapartner and British Airways per EC261, by pointing to the GOV.UK website as well as the fact that, if not selecting "Alien resident of"=Belgium in TIMATIC, the exemption for US visa holders will appear.






share|improve this answer























  • Wouldn't the child be exempt (from needing a UK visa for transit) by virtue of having a passport with a visa for the USA? See this list on the UK government website (first bullet point).
    – JJJ
    2 hours ago












  • @JJJ Hmm, there seems to be a TIMATIC error. WIll edit
    – Crazydre
    2 hours ago










  • For the OP, wouldn't this have meant that trying to change the leg to a different airline would have been an exercise in futility, as the check-in agent for that airline would see the same buggy TIMATIC data and also be likely to reject the boarding as a result?
    – UnrecognizedFallingObject
    38 mins ago










  • @UnrecognizedFallingObject The new itinerary probably did not stop/transit in the UK.
    – mkennedy
    2 mins ago
















5














British Airways had nothing to do with this; it was Aviapartner staff that denied you boarding.



It would appear that TIMATIC, the database used by check-in staff, has a bug: when Nationality=India and Transit Point=United Kingdom, it says:




Visa required, except for Nationals of India with a normal passport transiting through London: Gatwick (LGW), Heathrow (LHR) or Manchester (MAN) with a confirmed onward ticket for a flight to a third country on the same calendar day. They must:




  • have a visa issued by Australia, Canada, New Zealand or USA,
    and


  • stay in the international transit area of the airport, and


  • have documents required for the next destination.





However, when Alien resident of=Belgium, this doesn't appear, and as such the staff denied you boarding.



Unfortunately you're likely out of luck, as TIMATIC is run by IATA and is the "bible of airlines". Nonetheless, you could try claiming compensation from Aviapartner and British Airways per EC261, by pointing to the GOV.UK website as well as the fact that, if not selecting "Alien resident of"=Belgium in TIMATIC, the exemption for US visa holders will appear.






share|improve this answer























  • Wouldn't the child be exempt (from needing a UK visa for transit) by virtue of having a passport with a visa for the USA? See this list on the UK government website (first bullet point).
    – JJJ
    2 hours ago












  • @JJJ Hmm, there seems to be a TIMATIC error. WIll edit
    – Crazydre
    2 hours ago










  • For the OP, wouldn't this have meant that trying to change the leg to a different airline would have been an exercise in futility, as the check-in agent for that airline would see the same buggy TIMATIC data and also be likely to reject the boarding as a result?
    – UnrecognizedFallingObject
    38 mins ago










  • @UnrecognizedFallingObject The new itinerary probably did not stop/transit in the UK.
    – mkennedy
    2 mins ago














5












5








5






British Airways had nothing to do with this; it was Aviapartner staff that denied you boarding.



It would appear that TIMATIC, the database used by check-in staff, has a bug: when Nationality=India and Transit Point=United Kingdom, it says:




Visa required, except for Nationals of India with a normal passport transiting through London: Gatwick (LGW), Heathrow (LHR) or Manchester (MAN) with a confirmed onward ticket for a flight to a third country on the same calendar day. They must:




  • have a visa issued by Australia, Canada, New Zealand or USA,
    and


  • stay in the international transit area of the airport, and


  • have documents required for the next destination.





However, when Alien resident of=Belgium, this doesn't appear, and as such the staff denied you boarding.



Unfortunately you're likely out of luck, as TIMATIC is run by IATA and is the "bible of airlines". Nonetheless, you could try claiming compensation from Aviapartner and British Airways per EC261, by pointing to the GOV.UK website as well as the fact that, if not selecting "Alien resident of"=Belgium in TIMATIC, the exemption for US visa holders will appear.






share|improve this answer














British Airways had nothing to do with this; it was Aviapartner staff that denied you boarding.



It would appear that TIMATIC, the database used by check-in staff, has a bug: when Nationality=India and Transit Point=United Kingdom, it says:




Visa required, except for Nationals of India with a normal passport transiting through London: Gatwick (LGW), Heathrow (LHR) or Manchester (MAN) with a confirmed onward ticket for a flight to a third country on the same calendar day. They must:




  • have a visa issued by Australia, Canada, New Zealand or USA,
    and


  • stay in the international transit area of the airport, and


  • have documents required for the next destination.





However, when Alien resident of=Belgium, this doesn't appear, and as such the staff denied you boarding.



Unfortunately you're likely out of luck, as TIMATIC is run by IATA and is the "bible of airlines". Nonetheless, you could try claiming compensation from Aviapartner and British Airways per EC261, by pointing to the GOV.UK website as well as the fact that, if not selecting "Alien resident of"=Belgium in TIMATIC, the exemption for US visa holders will appear.







share|improve this answer














share|improve this answer



share|improve this answer








edited 2 hours ago

























answered 2 hours ago









Crazydre

51.6k1094226




51.6k1094226












  • Wouldn't the child be exempt (from needing a UK visa for transit) by virtue of having a passport with a visa for the USA? See this list on the UK government website (first bullet point).
    – JJJ
    2 hours ago












  • @JJJ Hmm, there seems to be a TIMATIC error. WIll edit
    – Crazydre
    2 hours ago










  • For the OP, wouldn't this have meant that trying to change the leg to a different airline would have been an exercise in futility, as the check-in agent for that airline would see the same buggy TIMATIC data and also be likely to reject the boarding as a result?
    – UnrecognizedFallingObject
    38 mins ago










  • @UnrecognizedFallingObject The new itinerary probably did not stop/transit in the UK.
    – mkennedy
    2 mins ago


















  • Wouldn't the child be exempt (from needing a UK visa for transit) by virtue of having a passport with a visa for the USA? See this list on the UK government website (first bullet point).
    – JJJ
    2 hours ago












  • @JJJ Hmm, there seems to be a TIMATIC error. WIll edit
    – Crazydre
    2 hours ago










  • For the OP, wouldn't this have meant that trying to change the leg to a different airline would have been an exercise in futility, as the check-in agent for that airline would see the same buggy TIMATIC data and also be likely to reject the boarding as a result?
    – UnrecognizedFallingObject
    38 mins ago










  • @UnrecognizedFallingObject The new itinerary probably did not stop/transit in the UK.
    – mkennedy
    2 mins ago
















Wouldn't the child be exempt (from needing a UK visa for transit) by virtue of having a passport with a visa for the USA? See this list on the UK government website (first bullet point).
– JJJ
2 hours ago






Wouldn't the child be exempt (from needing a UK visa for transit) by virtue of having a passport with a visa for the USA? See this list on the UK government website (first bullet point).
– JJJ
2 hours ago














@JJJ Hmm, there seems to be a TIMATIC error. WIll edit
– Crazydre
2 hours ago




@JJJ Hmm, there seems to be a TIMATIC error. WIll edit
– Crazydre
2 hours ago












For the OP, wouldn't this have meant that trying to change the leg to a different airline would have been an exercise in futility, as the check-in agent for that airline would see the same buggy TIMATIC data and also be likely to reject the boarding as a result?
– UnrecognizedFallingObject
38 mins ago




For the OP, wouldn't this have meant that trying to change the leg to a different airline would have been an exercise in futility, as the check-in agent for that airline would see the same buggy TIMATIC data and also be likely to reject the boarding as a result?
– UnrecognizedFallingObject
38 mins ago












@UnrecognizedFallingObject The new itinerary probably did not stop/transit in the UK.
– mkennedy
2 mins ago




@UnrecognizedFallingObject The new itinerary probably did not stop/transit in the UK.
– mkennedy
2 mins ago










SXS is a new contributor. Be nice, and check out our Code of Conduct.










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