Aussie couple forced to buy $3,000 Jetstar tickets after Bali passport debacle

An Australian couple hoping to enjoy a relaxing vacation in Bali were left $3,000 out of pocket after Virgin Australia refused to allow them on the plane over a "microscopic" passport detail — forcing them to fork out for last-minute flights with a different carrier.

Queensland man Sean Ferres and girlfriend Brooke were due to fly from Gold Coast to Bali on Friday but were stopped at the gates by Virgin Australia staff. According to the couple, they said Brooke's passport was "unreadable" due to a coffee stain on the side of the document and they were informed they would not be allowed to travel.

They couple said Virgin welcomed them to join a separate flight, at no extra cost, once they had resolved the matter. It's well-known Bali officials has some of the strictest systems in place when it comes to the condition of passports, but Ferres argued that "this is the same stained passport we’ve flown to 20+ counties" with. "Including Bali TWICE," he complained online.

Speaking to Yahoo News Australia, a Virgin spokesperson said Indonesia is known to enforce strict rules on the acceptance of damaged passports, and the airline are aware of instances when minor damage has resulted in passengers being denied entry to the country.

Couple pay thousand for new Jetstar flight

Determined to salvage their holiday after missing the original flight, the pair then claimed Virgin backflipped on their promise to allow them on board another flight for free.

"Virgin then promised us they will reschedule us onto another flight at no cost once we sort the passport out," Ferres said. But when he called the number they gave him, he was told "sorry you were marked as a no show — you’ll need to pay for a new air fare".

"Now of course, all flights the next day are either sold out or stupidly expensive," he said, adding that the couple eventually forked out $3,000 for Jetstar flights the next day.

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"We self-checkin in three seconds and go to the gate without interacting with a single human," he recalled. "We go to the gate and board our flight with no hassle. Funnily enough, Jetstar didn’t have an issue with the passport, just like the 100+ other flights we’ve taken with it."

Ferres said on arrival in Bali, the pair were greeted by a set of e-gates and went straight through with no hassle. "Absolutely blows my mind that 25 years after the invention of the internet — in an age where even a $500 phone has advanced facial recognition — we STILL rely on a flimsy ass piece of paper to leave the country," he argued.

Passport identification page needs to be unsullied, Virgin says

"When a guest presents for check-in for an international flight, Virgin Australia team members are required to ensure they have the necessary travel documentation and that the documents are in suitable condition," a Virgin Australia spokesperson told Yahoo.

"We assess travel documentation in line with guidance provided by the Australian Government and various immigration departments."

When Brooke presented her passport at check-in, there was an evident water stain across the photo page, the spokesperson explained, adding that the photo page is the primary page of concern for immigration.

The water damage covered the passport number and place of birth on the photo page, they said. In addition to this the water damage caused the top right corner of the photo page to tear at the seam, which can be determined as damage to the seam/structure of the passport, Virgin added.

Rules around damaged passports and travelling

Serious damage such as pages being removed or marks across the identification photo can cause passengers to be denied travel by airlines according to Australia's Department of Foreign Affairs and Trade.

"It is important that there are no tears or cuts in the pages, especially the photo page," the Australian Government website on damaged and faulty passports reads.

Even minor damage or alterations can void passports and stop people from travelling. It’s important that there’s no: altered or missing pages, tears or cuts, marks, stains or discolouration or souvenir stamps, written marks or lines, the government states.

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