British Airways stopped Ukrainian family from boarding flight to the UK despite turning up with the correct travel documents – because grandmother had lost her passport
- Ukrainian family banned from boarding Heathrow flight in Warsaw, Poland
- Group travelled 800 miles and were coming under Homes for Ukraine scheme
- But Vira Rybalchenko, 68, had lost her passport during evacuation of Kharkiv
- She was wrongly told by BA staff that she needed a physical copy before flying
British Airways has apologised after family of Ukrainian refugees were barred from boarding their flight despite all three passengers having the correct documentation.
The family, which included an eight-year-old girl, had fled their home in Kharkiv, northeast Ukraine, which has faced some of the most devastating attacks from Russian troops since the invasion began on February 24.
Despite Vira Rybalchenko, 68, losing her passport during the evacuation, she was told by the British embassy she could still travel because she had retained paper copies and a UK visa.
The group had travelled more than 800 miles to Warsaw in Poland, where they had been due to fly to the London with BA under the government’s maligned Homes for Ukraine scheme.
They passed through security without issue, but shortly before they were due to depart British Airways’ staff wrongly informed Ms Rybalchenko she would not be allowed to fly without the original passport.
Her daughter, Hanna Zakhovaieva, described the experience as ‘horrible’ and said they were left without ‘explanation or apology’ by BA at the time of the incident.
The airline has since offered a public apology and a full refund as compensation for the confusion, reports the Guardian.
British Airways has apologised after a Ukrainian family fleeing war were barred from boarding their flight bound for London Heathrow despite all three passengers having the correct documentation. [File image]
The family had arrived at Warsaw airport for 6am for their 8.25am flight bound for London Heathrow.
But to their dismay, and the shock of visa officials at the airport, they were turned away after Ms Rybalchenko could not produce a physical copy of her lost passport.
Ms Zakhovaieva, 37, said: ‘This was a horrible experience and my mum was absolutely shocked. I couldn’t leave my mum in Poland because she doesn’t understand the language and doesn’t know anyone or have anywhere to stay.’
Eight-year-old Sofiaa had been left ‘very traumatised’ by the Russian invasion, and still speaks to her father, Konstantin, each day in Kharkiv to ensure he is ‘still alive’.
Ms Zakhovaieva claims she saw another family being turned away by BA staff. The airline has yet to confirm how many Ukrainian families have been turned away in similar circumstances.
The visa centre at the airport ‘were shocked that BA didn’t allow us to board’, she added. ‘They said this is a massive issue that a lot of families will face.’
The family, which included an eight-year-old girl, had fled their home in Kharkiv, (pictured) which has faced some of the most devastating attacks from Russian troops since the invasion began on February 24
BA said in a statement: ‘We’re very sorry for the genuine error made by our team when trying to follow Home Office guidance and we’ve put measures in place to ensure this doesn’t happen again.
‘We’re making contact with the family to apologise and will be providing a full refund of their tickets.’
Eventually, they were allowed to board an 8pm flight to the capital via LOT Airlines, after an employee with Hungarian budget airline Wizz Air created a temporary travel document for them.
Ms Zakhovaieva, her daughter and mother are now living with their host family in Surrey.
In recent weeks, BA has been at the centre of travel chaos for thousands of travellers due to staff shortages and an IT failure.
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