A British woman's recent holiday quickly turned into a nightmare after an issue with her passport saw her banned from her flight.
On 7 June, Laila March, 25, arrived at Gatwick airport with her sister Kaemarnie, 21, ready to embark on a seven-day trip to Cancun.
The private tutor thought she was getting a 'cheap deal,' with the tropical getaway booked through TUI costing less than £1,000 per person.
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But Laila was soon hit with a big problem.
When she went to check in for her flight, TUI staff told her she could not board the plane because her passport was damaged.
The check-in assistant had scanned the passports and was about to hand over the sisters' boarding passes when she spotted a small stain in the top right corner of the picture page.
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"She was like, 'What’s happened to your passport? What’s this mark on it?'" Laila told PA Real Life.
"Apparently there was a slight mark on the photo page, but it wasn’t over any of the details and you could still read everything.
“She called someone who took my passport and disappeared."
After 45 minutes of waiting, Laila was told she wouldn't be able to board the plane.
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"They said Mexico has really strict passport control so I might not be let into the country," she explained.
"According to them, my passport was damaged so they couldn’t allow me to fly with TUI because if I get to Mexico and they send me back, it’s going to be a charge for them."
But, the airline did inform the 25-year-old that British Airways had a flight to Cancun later in the day.
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Not wanting her sister to have to travel alone, Laila decided to plead her case with BA and was shocked to learn they had 'no issue' with her passport.
"They were able to scan my passport and print out my boarding pass, just like the lady at TUI," she said.
"There was absolutely no issue, I just had to pay an extra £1,200.
"I think it’s just insane that TUI can say my passport is damaged and not allow me to board for fear I’m not going to be allowed into Mexico by passport control, and then for another airline to have no issue with the same passport, let me fly to Mexico and then I get through passport control.
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"I’m studying to become a teacher, I start in September, and that money was money that I had saved up towards getting myself set up for university."
Laila complained to TUI in the hope of getting refunded for the pricey ticket.
After initially being told that her case had been closed, more than than two weeks later the airline has agreed to reimburse her.
A spokesperson for TUI UK and Ireland said: "We’re sorry to hear Ms March was unable to travel with TUI as planned due to the damage on her passport.
"Customers are informed by email, and on our website, at the time of booking and prior to travel that UK Government’s passport requirements must be followed.
"We strongly advise that customers check their passports are damage free as if there is any concern a passenger could be denied entry to their destination, they will be denied travel at the discretion of our check-in team."
Rebecca Oakes