Gill Charlton: Solving Travel Problems for Over 30 Years.
Gill Charlton has dedicated over 30 years to helping readers of the Telegraph resolve their travel issues. She has successfully secured refunds, corrected mistakes, and provided useful solutions.
Reader Inquiry: A Travel Nightmare
This week, she received a question from Dick Atkinson:
Dear Gill,
In April, my wife and I booked a trip to New York on Cunard’s Queen Mary 2 to celebrate my 80th birthday. Unfortunately, we, along with several others, were left behind at the Southampton dock because we did not have ESTA visa-waiver permits.
Although I am a retired long-haul pilot, I had never heard of ESTAs (Electronic System for Travel Authorization). When I read that UK passport holders no longer needed visas on the Government’s travel advice site, I didn’t seek further information. Cunard’s booking confirmation also did not mention the ESTA requirement.
A friend alerted me to this issue just 24 hours before our departure. Cunard suggested using its visa agent’s expedited service, but the permits did not arrive on time.
I don’t think we are the only ones confused by this. Cunard staff were loudly notifying everyone about the need for ESTA permits when we reached the terminal. Can you highlight Cunard’s negligence in this matter so that others do not face the same boarding denial?
Dick Atkinson
Gill’s Response
Dear Dick,
This is not the first time I’ve heard of passengers being denied boarding for this reason. Your booking confirmation states: “This booking confirmation contains everything you need to know about your upcoming voyage.” However, it fails to mention the necessity of an ESTA permit under the “important information” section.
Furthermore, your pre-boarding instructions for the Queen Mary 2 only state that you must present “any other required documents and visas” at the terminal.
Since your cruise-only booking is not covered by the Package Travel Regulations 2018, it is essential to note that Cunard is a member of ABTA. ABTA’s code of conduct requires that all paperwork at the time of purchase includes visa information for the “country of destination.”
I contacted Cunard to ask why the ESTA visa waiver, required for all eligible non-US passengers, was not mentioned in their documentation. They responded, “We do our best to make it clear by sending a number of pre-cruise emails to customers.” I pointed out that these communications do not specifically mention ESTA permits; they only advise checking if “specific visas and/or an ESTA for the US are required.” Cunard has since stated that it is “happy to look at ways to make it clearer.”
The easiest way to obtain an ESTA permit is to apply directly at esta.cbp.dhs.gov. Most applications are processed within 24 hours. It is best to apply as early as possible because some applications may be rejected—often due to a name similar to one on a US watch list. If this happens, you might need to apply for a full tourist visa, which requires a consular interview. Currently, scheduling this interview in the UK can take up to 95 days.
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