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Welcome sight: Valletta Harbour in Malta, in December (Simon Calder)
The post-Brexit rules took effect in 2021. BA, along with other airlines, was informed of them in that year.
The majority of passengers flying on British Airways short-haul services from Gatwick are UK passport holders heading for the European Union.
It is not clear why ground staff – evidently including the supervisor who was involved by phone – should still be unaware of the requirements and invent their own rules for these travellers.
A British Airways spokesperson said: “We are investigating this particular case to understand why the customer wasn’t permitted to travel and are in contact with them directly to resolve it as soon as possible.”
Under air passengers’ rights rules, Ms Heath is entitled to £350 in compensation for being denied boarding, as well as her fare refunded.
BA is also understood to be meeting the cost of the accommodation in Malta that Ms Heath lost as a result of being taken off the aircraft at Gatwick.
What to do if airline staff wrongly turn you away from a flight
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Publish date : 2025-01-02 00:40:00
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