easyJet apologises after mum flies on daughter's passport

Sally and Shelby Nayler

Sally and Shelby Nayler

First published in Local News
Last updated
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AN AIRLINE admitted a woman’s passport should have been looked at before she was allowed to fly to Spain using her daughter’s passport.

easyjet said it was investigating after the Echo revealed how Sally Nayler, 47, from Benfleet, had been able to fly to Alicante using her 17-year-old, mixed-race daughter Shelby’s document.

Sally was able to fly on the budget carrier from Southend Airport, but then couldn’t make the return flight after Spanish officials spotted the error. She had to wait an extra day in Spain while the situation was sorted out by the British Consulate.

Southend Airport has apologised and launched a probe, but easyJet is also now looking into what went wrong.

A spokesman for the airline said: “We work closelywith all of our airports to ensure the safety and security of passengers and staff.

“We are investigating how the passenger was able to travel with incorrect documentation.

“We can confirm the correct passport details had been submitted online in order to gain access to the boarding pass.

However, as an additional measure a visual identification should have occurred prior to travel.

“When the documentation issue was raised at Alicante, airport staff assisted the customer in arranging an emergency passport, alternate flights and the customer has since received compensation for all associated costs.”

Sally had picked up her daughter’s passport by mistake while racing to make the plane for a hen do in the Spanish resort.

The bride-to-be, Hayley Moorcraft, 29, of Liddell Drive, Basildon, said the incident took a shine off the long weekend.

She said: “The security must be really bad at Southend Airport. We weren’t going to check any of our luggage in. We were going to get on the flight out just with hand luggage but easyJet said because the flight was full we could check our luggage into the hold.

“They would have scanned our tickets and passports for that, so I can’t understand how this wasn’t spotted. I think it’s terrible someone could check their luggage into the hold with the wrong passport.”

Hayley added: “The hen weekend was wonderful, but this put a dampener on the whole thing.

"It was awful having to leave Sally, who is my second cousin.

"We were in the queue to go through to get on the return flight. Three of us had already gone through, then we realised there was a hold up and Sally wasn’t being allowed on the plane.

“We couldn’t go back and had no choice but to get on the flight without her. It was very upsetting for everyone.”

Sally returned after getting an emergency passport from the British Consulate.

Beauty therapist Hayley has since married at a ceremony at the Three Rivers Country Club, Purleigh.

Comments (22)

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6:13am Fri 30 May 14

SARFENDMAN says...

Seems the blame lies not only with poor security check but the person travelling should be more diligent on checking their own documents when travelling. Maybe no fly and missing the weekend fun would have been just reward and no news here.
Seems the blame lies not only with poor security check but the person travelling should be more diligent on checking their own documents when travelling. Maybe no fly and missing the weekend fun would have been just reward and no news here. SARFENDMAN
  • Score: 0

7:09am Fri 30 May 14

Southend Andy says...

why are the echo repeating story's again? Scroll down from here you get the same story, BUT cant comment on it.

Why didn't she check the passport. I bet she would have run to thr paper if they didn't let her fly. "easyjet spoilt my weekend away, they can see I'm not this or that". Next time check your passport before you leave. Any proof you dudn't have both your own & your daughters passport & you lost yours & have tryed to get back in your daughters, only to get caught out?
why are the echo repeating story's again? Scroll down from here you get the same story, BUT cant comment on it. Why didn't she check the passport. I bet she would have run to thr paper if they didn't let her fly. "easyjet spoilt my weekend away, they can see I'm not this or that". Next time check your passport before you leave. Any proof you dudn't have both your own & your daughters passport & you lost yours & have tryed to get back in your daughters, only to get caught out? Southend Andy
  • Score: -1

7:43am Fri 30 May 14

ravnos says...

people will do anything for their 5 mins of fame!!!
people will do anything for their 5 mins of fame!!! ravnos
  • Score: -3

8:07am Fri 30 May 14

Leighdweller says...

She should have checked the passport. The security guard should have checked the passport at Southend. The flight crew should have checked the passport before boarding. The immigration guard should have checked the passport in Spain upon arrival.

It's not the first time this has happened from Southend. Recently a family member had the same thing happen to her.

What does surprise me is that so many pieces of the process failed. Southend are so hot on confiscating toiletries from hand luggage, they should concentrate a little harder on passports.
She should have checked the passport. The security guard should have checked the passport at Southend. The flight crew should have checked the passport before boarding. The immigration guard should have checked the passport in Spain upon arrival. It's not the first time this has happened from Southend. Recently a family member had the same thing happen to her. What does surprise me is that so many pieces of the process failed. Southend are so hot on confiscating toiletries from hand luggage, they should concentrate a little harder on passports. Leighdweller
  • Score: 7

8:10am Fri 30 May 14

Abington86 says...

Here we go again. Massive sense of entitlement time. Its not me, its not me. its not me she bleats.The fault lies with the woman just as much as the airline.
Here we go again. Massive sense of entitlement time. Its not me, its not me. its not me she bleats.The fault lies with the woman just as much as the airline. Abington86
  • Score: -3

8:24am Fri 30 May 14

jayman says...

This could be how southend airport manage quick check-ins. Rush a few procedures, pay lip service to a few rules and generally turn a blind eye to some aspects of international law that require floor space and staff. There should be an intendant review and full audit at the airport to ensure that this was not a 'policy' driven error.
This could be how southend airport manage quick check-ins. Rush a few procedures, pay lip service to a few rules and generally turn a blind eye to some aspects of international law that require floor space and staff. There should be an intendant review and full audit at the airport to ensure that this was not a 'policy' driven error. jayman
  • Score: 10

8:31am Fri 30 May 14

w-jback says...

Leighdweller wrote:
She should have checked the passport. The security guard should have checked the passport at Southend. The flight crew should have checked the passport before boarding. The immigration guard should have checked the passport in Spain upon arrival.

It's not the first time this has happened from Southend. Recently a family member had the same thing happen to her.

What does surprise me is that so many pieces of the process failed. Southend are so hot on confiscating toiletries from hand luggage, they should concentrate a little harder on passports.
When leaving a country, clarifying who a person is, is not as important as making sure they are safe to fly. As long as she was properly security screened, luggage checked etc then its no big deal, though the airline at the departure gate sure have ensured the passport matched the boarding card.
The biggest issue should have been arrival in Spain, where she should have been stopped, returned to the UK and the airline fined.
[quote][p][bold]Leighdweller[/bold] wrote: She should have checked the passport. The security guard should have checked the passport at Southend. The flight crew should have checked the passport before boarding. The immigration guard should have checked the passport in Spain upon arrival. It's not the first time this has happened from Southend. Recently a family member had the same thing happen to her. What does surprise me is that so many pieces of the process failed. Southend are so hot on confiscating toiletries from hand luggage, they should concentrate a little harder on passports.[/p][/quote]When leaving a country, clarifying who a person is, is not as important as making sure they are safe to fly. As long as she was properly security screened, luggage checked etc then its no big deal, though the airline at the departure gate sure have ensured the passport matched the boarding card. The biggest issue should have been arrival in Spain, where she should have been stopped, returned to the UK and the airline fined. w-jback
  • Score: 5

9:20am Fri 30 May 14

pembury53 says...

you have to laugh really..... shock ! horror ! someone travelled without a passport !!! 1000's of illegal immigrants manage it everday, so frankly who gives a stuff ?
you have to laugh really..... shock ! horror ! someone travelled without a passport !!! 1000's of illegal immigrants manage it everday, so frankly who gives a stuff ? pembury53
  • Score: -3

9:41am Fri 30 May 14

keith_l says...

There is only one person to blame. Period. No need for any further discussion or publicity.

Mrs Nayler should be so embarrassed by this, why would she want it splashed all over the papers?
There is only one person to blame. Period. No need for any further discussion or publicity. Mrs Nayler should be so embarrassed by this, why would she want it splashed all over the papers? keith_l
  • Score: 0

10:04am Fri 30 May 14

Leighdweller says...

w-jback wrote:
Leighdweller wrote:
She should have checked the passport. The security guard should have checked the passport at Southend. The flight crew should have checked the passport before boarding. The immigration guard should have checked the passport in Spain upon arrival.

It's not the first time this has happened from Southend. Recently a family member had the same thing happen to her.

What does surprise me is that so many pieces of the process failed. Southend are so hot on confiscating toiletries from hand luggage, they should concentrate a little harder on passports.
When leaving a country, clarifying who a person is, is not as important as making sure they are safe to fly. As long as she was properly security screened, luggage checked etc then its no big deal, though the airline at the departure gate sure have ensured the passport matched the boarding card.
The biggest issue should have been arrival in Spain, where she should have been stopped, returned to the UK and the airline fined.
That's the thing... she wasn't 'properly security screened'. Not in my opinion anyway.
[quote][p][bold]w-jback[/bold] wrote: [quote][p][bold]Leighdweller[/bold] wrote: She should have checked the passport. The security guard should have checked the passport at Southend. The flight crew should have checked the passport before boarding. The immigration guard should have checked the passport in Spain upon arrival. It's not the first time this has happened from Southend. Recently a family member had the same thing happen to her. What does surprise me is that so many pieces of the process failed. Southend are so hot on confiscating toiletries from hand luggage, they should concentrate a little harder on passports.[/p][/quote]When leaving a country, clarifying who a person is, is not as important as making sure they are safe to fly. As long as she was properly security screened, luggage checked etc then its no big deal, though the airline at the departure gate sure have ensured the passport matched the boarding card. The biggest issue should have been arrival in Spain, where she should have been stopped, returned to the UK and the airline fined.[/p][/quote]That's the thing... she wasn't 'properly security screened'. Not in my opinion anyway. Leighdweller
  • Score: 9

10:14am Fri 30 May 14

sesibollox says...

Whats all the fuss about ? she was leaving, it's incoming migrants who need checking....
Whats all the fuss about ? she was leaving, it's incoming migrants who need checking.... sesibollox
  • Score: -4

10:29am Fri 30 May 14

Biker One says...

WHALEOILBEEFHOOKED!
WHALEOILBEEFHOOKED! Biker One
  • Score: 0

10:31am Fri 30 May 14

costa-del-blowfly says...

jayman wrote:
This could be how southend airport manage quick check-ins. Rush a few procedures, pay lip service to a few rules and generally turn a blind eye to some aspects of international law that require floor space and staff. There should be an intendant review and full audit at the airport to ensure that this was not a 'policy' driven error.
What you suggest is very serious.

Are you confident enough to publicly put that to the operators of the airport?
[quote][p][bold]jayman[/bold] wrote: This could be how southend airport manage quick check-ins. Rush a few procedures, pay lip service to a few rules and generally turn a blind eye to some aspects of international law that require floor space and staff. There should be an intendant review and full audit at the airport to ensure that this was not a 'policy' driven error.[/p][/quote]What you suggest is very serious. Are you confident enough to publicly put that to the operators of the airport? costa-del-blowfly
  • Score: -4

11:30am Fri 30 May 14

margrete says...

We flew to Alicante last October. From memory, passports were not checked on arrival. They are checked at the port of leaving not of arrival. Same with when we travel by car from Dover to Calais. Passports are checked very thoroughly there, our faces are always looked at. A 45-year old woman can't be mistaken for a teenage girl, never mind being mixed race. Someone would just need to look at the face and the penny would drop. 'Hey, just a minute, this isn't you'. So, someone didn't look. No doubt there was pressure to get everyone processed and on to the flight - we hear a lot about the quick turnaround which is such a matter for pride for the airport. But, nevertheless, at the end of it all, it's the traveller's own responsibility to make sure she travels with the correct documents and boards the flight safely. I agree with SouthendAndy and others. I think, if that had been me, I wouldn't have had the cheek to go to the 'Echo' with this. Blaming someone else all the time. Just as well Alicante were on the ball, but then, it's a much bigger airport, an international hub, the same can't be said for Southend.
We flew to Alicante last October. From memory, passports were not checked on arrival. They are checked at the port of leaving not of arrival. Same with when we travel by car from Dover to Calais. Passports are checked very thoroughly there, our faces are always looked at. A 45-year old woman can't be mistaken for a teenage girl, never mind being mixed race. Someone would just need to look at the face and the penny would drop. 'Hey, just a minute, this isn't you'. So, someone didn't look. No doubt there was pressure to get everyone processed and on to the flight - we hear a lot about the quick turnaround which is such a matter for pride for the airport. But, nevertheless, at the end of it all, it's the traveller's own responsibility to make sure she travels with the correct documents and boards the flight safely. I agree with SouthendAndy and others. I think, if that had been me, I wouldn't have had the cheek to go to the 'Echo' with this. Blaming someone else all the time. Just as well Alicante were on the ball, but then, it's a much bigger airport, an international hub, the same can't be said for Southend. margrete
  • Score: 0

11:37am Fri 30 May 14

Southend Andy says...

costa-del-blowfly wrote:
jayman wrote:
This could be how southend airport manage quick check-ins. Rush a few procedures, pay lip service to a few rules and generally turn a blind eye to some aspects of international law that require floor space and staff. There should be an intendant review and full audit at the airport to ensure that this was not a 'policy' driven error.
What you suggest is very serious.

Are you confident enough to publicly put that to the operators of the airport?
jayman has more then just a bee in his bonnet about the airport, he's got a whole hive! Every good story he will bleet on about something wrong & bad. Yet a bad story he will jump on the bandwaggon & crow on about it.
[quote][p][bold]costa-del-blowfly[/bold] wrote: [quote][p][bold]jayman[/bold] wrote: This could be how southend airport manage quick check-ins. Rush a few procedures, pay lip service to a few rules and generally turn a blind eye to some aspects of international law that require floor space and staff. There should be an intendant review and full audit at the airport to ensure that this was not a 'policy' driven error.[/p][/quote]What you suggest is very serious. Are you confident enough to publicly put that to the operators of the airport?[/p][/quote]jayman has more then just a bee in his bonnet about the airport, he's got a whole hive! Every good story he will bleet on about something wrong & bad. Yet a bad story he will jump on the bandwaggon & crow on about it. Southend Andy
  • Score: -5

12:53pm Fri 30 May 14

Tom from Southend says...

Mrs Nayler. What a ridiculous affair. Take responsibility for your life and your actions.

The attitude nowadays is its always someone else's fault.
Mrs Nayler. What a ridiculous affair. Take responsibility for your life and your actions. The attitude nowadays is its always someone else's fault. Tom from Southend
  • Score: -1

3:00pm Fri 30 May 14

Letmetryagain says...

Tom from Southend wrote:
Mrs Nayler. What a ridiculous affair. Take responsibility for your life and your actions.

The attitude nowadays is its always someone else's fault.
Quite right.

If that had been me, I'd have been to embarrassed to tell anyone.
Let alone go to a news paper.
[quote][p][bold]Tom from Southend[/bold] wrote: Mrs Nayler. What a ridiculous affair. Take responsibility for your life and your actions. The attitude nowadays is its always someone else's fault.[/p][/quote]Quite right. If that had been me, I'd have been to embarrassed to tell anyone. Let alone go to a news paper. Letmetryagain
  • Score: -3

7:16pm Fri 30 May 14

Nowthatsworthknowing says...

Letmetryagain wrote:
Tom from Southend wrote:
Mrs Nayler. What a ridiculous affair. Take responsibility for your life and your actions.

The attitude nowadays is its always someone else's fault.
Quite right.

If that had been me, I'd have been to embarrassed to tell anyone.
Let alone go to a news paper.
Simple things, please simple minds
[quote][p][bold]Letmetryagain[/bold] wrote: [quote][p][bold]Tom from Southend[/bold] wrote: Mrs Nayler. What a ridiculous affair. Take responsibility for your life and your actions. The attitude nowadays is its always someone else's fault.[/p][/quote]Quite right. If that had been me, I'd have been to embarrassed to tell anyone. Let alone go to a news paper.[/p][/quote]Simple things, please simple minds Nowthatsworthknowing
  • Score: 0

7:51am Sat 31 May 14

maxell says...

It would appear that the airport are so desparate for passenges it is even pre paired to allow people to board without passports, no matter what is being stated bottom line the person who flew did not have a passport, I have heard on many occasions where passports go unchecked , its just this one was discoverd how many others have flown without documentation, A turned blind eye for profit. My opinion as always.
It would appear that the airport are so desparate for passenges it is even pre paired to allow people to board without passports, no matter what is being stated bottom line the person who flew did not have a passport, I have heard on many occasions where passports go unchecked , its just this one was discoverd how many others have flown without documentation, A turned blind eye for profit. My opinion as always. maxell
  • Score: 8

3:15pm Sat 31 May 14

costa-del-blowfly says...

maxell wrote:
It would appear that the airport are so desparate for passenges it is even pre paired to allow people to board without passports, no matter what is being stated bottom line the person who flew did not have a passport, I have heard on many occasions where passports go unchecked , its just this one was discoverd how many others have flown without documentation, A turned blind eye for profit. My opinion as always.
"...no matter what is being stated bottom line the person who flew did not have a passport..."

No matter what is stated.

And there we have it. Even though the facts are that she did have a passport (albeit the one in her possession was her mother's) you're going to decide those facts don't quite fit the narrative you desperately cling hold to, so you are going to make up your own.
[quote][p][bold]maxell[/bold] wrote: It would appear that the airport are so desparate for passenges it is even pre paired to allow people to board without passports, no matter what is being stated bottom line the person who flew did not have a passport, I have heard on many occasions where passports go unchecked , its just this one was discoverd how many others have flown without documentation, A turned blind eye for profit. My opinion as always.[/p][/quote]"...no matter what is being stated bottom line the person who flew did not have a passport..." No matter what is stated. And there we have it. Even though the facts are that she did have a passport (albeit the one in her possession was her mother's) you're going to decide those facts don't quite fit the narrative you desperately cling hold to, so you are going to make up your own. costa-del-blowfly
  • Score: -8

4:18pm Sat 31 May 14

Southend Andy says...

I see the antis have been on with there multi log in's.
I see the antis have been on with there multi log in's. Southend Andy
  • Score: -5

8:21pm Sat 31 May 14

Lesley says...

Someone should tell the daughter that if the wind changes, her face will be stuck like that. Pull your lip in, girl!
Someone should tell the daughter that if the wind changes, her face will be stuck like that. Pull your lip in, girl! Lesley
  • Score: -1

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