A passenger filed a complaint with Mediation following a boarding denial on a flight from Paris to the United Arab Emirates, the first leg of a journey aimed at reaching Chennai. He sought reimbursement for the costs incurred to modify his trip, as well as compensation for a service he lost at the destination.
The travelers held a confirmed booking for two successive flights operated by the same airline. They planned to spend four days in the Emirates to celebrate a family event and had even booked a table at a restaurant.
On the day of departure, the passenger’s boarding was refused because the prenom on his passport was “ Xxx ” and his passport contained no other given names, but only a surname.
Forced to adjust his itinerary, the passenger incurred costs to reserve a direct new flight to his final destination. He also had to pay cancellation fees related to the booking made in the Emirates.
The travelers held a confirmed booking for two successive flights operated by the same airline. They planned to spend four days in the Emirates to celebrate a family event and had even booked a table at a restaurant.
On the day of departure, the passenger’s boarding was refused because the prenom on his passport was “ Xxx ” and his passport contained no other given names, but only a surname.
Forced to adjust his itinerary, the passenger incurred costs to reserve a direct new flight to his final destination. He also had to pay cancellation fees related to the booking made in the Emirates.
What the texts say:
Legally, the airline’s General Conditions of Carriage remind that it is the passenger’s responsibility to verify entry requirements for the countries visited and to ensure the compliance of their travel documents.Moreover, information published by French authorities indicates that since December 2023, the United Arab Emirates have been denying entry to travelers whose passports contain incomplete or atypical information, notably when entries such as “X” replace a name, a given name, or a date of birth.
UAE authorities’ guidance also confirms that travelers whose passport contains only a surname, with no given name, are not allowed to enter the territory.
What the Tourism and Travel Mediation recommends:
In this context, the boarding denial appears justified, as the passenger did not possess documents that conform to the local authorities’ requirements.
Consequently, the costs incurred to modify the ticket cannot be reimbursed. Similarly, the loss of the restaurant reservation does not constitute compensable harm, as it did not correspond to a damage foreseeable at the time the contract was formed, in accordance with Article 1231-3 of the Civil Code.
In light of these elements, the Tourism and Travel Mediation concluded that there was no legal basis to require the airline to reimburse the claimed sums.
Consequently, the costs incurred to modify the ticket cannot be reimbursed. Similarly, the loss of the restaurant reservation does not constitute compensable harm, as it did not correspond to a damage foreseeable at the time the contract was formed, in accordance with Article 1231-3 of the Civil Code.
In light of these elements, the Tourism and Travel Mediation concluded that there was no legal basis to require the airline to reimburse the claimed sums.
Find all the practical cases of the Tourism and Travel Mediation by clicking HERE.
Published by Caroline Lelievre 
