A family claim they are £10,000 down after being refused entry to their flight due to a minor error involving their names.
The mistake, which Tina Cribb insists was no fault of their own and had no way of knowing until it was too late, left them stranded at Manchester Airport.
The mix-up left the family of nine sobbing as they tried to check into their Aer Lingus flight to Orlando.
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It was when they went to check in for their 'holiday of a lifetime' that the Cribbs discovered the mistake. Their names had been switched with their first names and surnames now mixed up, meaning that they didn't match their passports.
Tina told the Mirror she's "shocked and appalled at how we've been treated".
She did praise the Aer Lingus staff at the airport for keeping check-in open for as long as possible, as she and the family desperately tried to correct the error.
She added: "It took the shine off the holiday. I just think it's wrong. I think it could've been put right."
Thankfully, they did manage to secure tickets for the next day.
The 56-year-old from Norfolk claims they were unable to speak to the groups booking department at Trip.com – where they bought the tickets – because it was closed.
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Julia Lo Bue-Said, CEO of independent travel agents Advantage Travel Partnership, said "Most people would just see the same names and not even notice it," Julia continued.
"It's a bit like a spelling mistake, but your passport and ticket have to match. If there is a mistake it's down to the airline's discretion.
"It seems very very unfair, doesn't it? These are not random names. It does unreasonable, but the rules are it's down to the airline."
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A spokesperson for Aer LIngus said: "We’re sorry to learn of Ms Cribb’s experience. Unfortunately, we are not able to make changes to bookings made via third parties such as Trip.com."
Trip.com have been contacted for comment.
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