We were left in tears when we were BANNED from our cruise ship holiday over little-known passport rule… we lost £3,500

A COUPLE were left in tears after they were banned from their cruise ship holiday over a little-known passport rule – losing £3,500.

Andrew and Sandra Sutherland, from Honiton in Devon, were taken aside when they tried to board Cunard’s Queen Victoria ship at Southampton Docks on September 19.

They had forked up £3,500 for a cruise around Spain and Portugal – but were told they would miss out.

Under a little-known rule, Brits visiting Europe need a passport issued within the past ten years.

Since Sandra’s passport was issued on August 20, 2013, it was invalid – even though it had not reached its official expiry date.

Before 2019, UK passport holders could travel up to the expiry dates on their passports.

The couple had booked their 23rd Cunard cruise through travel agent Hays.

They claiming that they were not told about the rules and that Cunard’s website did not flag the problem when they filled in their details.

Andrew, 62, told : “I was so upset and my wife couldn’t stop crying in the terminal with everyone looking at her.

“Cunard won’t even transfer the money that was lost to a future cruise to lessen the financial impact.

“We didn’t have a clue about this rule.  It’s been such a horrible experience.”

Cunard’s customer services team told the couple: “This information is available in the booking conditions and frequently asked questions sections of our website.

“Unfortunately, the responsibility lies with our guests to ensure they have adequate validity on their passport.

“We would not be able to transfer the funds from this voyage to any upcoming bookings.”

Hays Travel said: “We can understand Mr and Mrs Sutherland’s disappointment at not being able to travel.

“But we make it clear to our customers that they are responsible for specific passport and visa requirements.

“This is set out in our terms and conditions.

“We always advise customers to check their passport will be valid for travel and if not to renew at the earliest opportunity.”

Cunard has been approached for comment.