easyJet apologises for QR confusion

Tuesday 10 August 2021

Passengers bound for Jersey who were refused boarding onto their flight at Edinburgh Airport because they had not yet filled in a Government-issued travel form have received an apology and a refund from easyJet.

Two of them, Jersey residents Iain and Rosie Barclay, were booked on a flight on Sunday from the Scottish capital to the Island after a weekend of visiting friends and family.

Having decided to fill in the travel form required by the Jersey authorities when they landed at the Airport, the couple checked-in but when they arrived at the gate, the agent refused to let them board, saying that they had to show the QR code, which is emailed out once the online form is completed.

The ground staff insisted, despite Mr Barclay explaining that the form could be filled out on arrival. He then tried to fill in the form on his phone, but the Wi-Fi was poor, and he was unable to roam on his data contract.

In the end, the couple and a number of other passengers, including one elderly gentleman without a smart phone, had to pay for taxis to Glasgow and new tickets on another easyJet flight.

Pictured: The passengers were booked on a Jersey-bound flight from Edinburgh Airport.

The Jersey-bound passengers were also required to show a QR code at Glasgow Airport, but the Wi-Fi was better there and they managed to complete their forms.

Having spent nearly £400 extra to return home, Mr Barclay sent a letter to easyJet CEO Johan Lundgren.

In it, he gave details of his experience and asked for a refund.

“We do not believe that this refusal to board is in line with the terms and conditions of travel or in line with the States of Jersey safer travel policy or its intent,” he wrote.

The airline has subsequently conceded that the agent at Edinburgh made a mistake and has apologised to Mr Barclay and the other affected passengers.

A spokesperson said: “We are very sorry that these customers were incorrectly denied boarding on their flight from Edinburgh to Jersey, this was due to a misunderstanding at the gate of the travel documentation checks required for travel to Jersey.

Pictured: Iain Barclay, and his wife Rosie, had to pay £145 for a taxi between Edinburgh and Glasgow airports.

“We are in touch with the customers to apologise for the error and to reimburse them in full for their alternative travel expenses.

“We have also reviewed the relevant travel document requirements with our ground handling provider at Edinburgh Airport to ensure this does not occur in future.”

Mr Barclay said he was delighted at the outcome.

“It is brilliant news, but this wasn’t about the money for me; it was to ensure that people who might be elderly, not in full health or without the technology don’t have to go what we went through on Sunday,” he said.

“My previous experiences with easyJet have been fantastic and I am pleased that reason has prevailed.”

Confirming that Mr Barclay’s understanding of the arrival form was correct, a Government spokesperson said: “The form can be filled out on arrival, but travellers should be aware that this will cause delays in the arrival testing process.

“Completing the form prior to arrival means travellers receive a QR code, which they show when they reach the testing area, and can then proceed straight to testing.

“Travellers who do not have a QR code and have to complete the form once they arrive will delay them for the length of time it takes to complete the form.”