A long-awaited cruise holiday turned into an expensive ordeal for a British couple after one of them was denied boarding their Cunard voyage in Sydney, Australia – all due to a minor passport issue.
David Hornsby from Southampton and his wife had flown more than 10,000 miles to join a 14-night sailing aboard Queen Elizabeth, departing on 11 February 2025 from Sydney and destined for Singapore, with port calls in Australia and Indonesia.
But their plans came to a screeching halt at the Overseas Passenger Terminal when border officials deemed Mr Hornsby’s passport damaged.
Speaking to local media, Hornsby explained that everything seemed normal until check-in.
“We arrived at the cruise terminal, went to check in as usual, having already dropped our luggage off,” he said. “They looked at my passport and then called somebody over, and then took it away.”
While his wife was cleared for boarding, officials reportedly flagged the “loose stitching” on the centre seam of his UK passport – a detail Hornsby insists did not interfere with its legibility or function. But the damage was enough to prompt immigration to deny him entry.
The couple then had to wait several hours to retrieve their luggage before booking last-minute flights back to the UK at a cost of £700.
Cunard Responds
Cunard did not refund the cruise or flight costs, citing immigration rules as beyond their control.
In a statement, Cunard acknowledged the situation but stood firm in its policy.
“Our understanding is that Mr and Mrs Hornsby were refused embarkation to the ship by immigration officials at the international cruise terminal due to a damaged passport,
“The planned voyage included a port call to Indonesia, where they have strict standards for damaged passports.
“Unfortunately, the actions of foreign immigration authorities are outside of our control, and any associated costs should be directed to the guests’ travel insurers.”
While the couple did receive refunds for certain shore excursions they’d booked, Cunard has refused further compensation. Hornsby is now appealing to the line for either a refund or an alternative sailing.
Although the passport in question had allowed Mr Hornsby to travel internationally without issue up to that point, Indonesian immigration policies are among the strictest when it comes to passport condition. Even small tears, fading, or binding issues can result in denied entry.
As Queen Elizabeth was scheduled to visit both Bali and Jakarta, Indonesian authorities would have needed to clear all passengers well ahead of arrival.
Any passport damage that might cause issues at Indonesian checkpoints can be grounds for denying embarkation altogether.
Such strict interpretations are not limited to Indonesia. With biometric scanners increasingly used to verify travel documents, passports with even minor flaws may not scan correctly – and that can prompt a refusal from immigration officials.
Despite the frustration, Cunard’s terms clearly state that passengers must ensure their travel documents are valid and undamaged, and that refusal of entry or embarkation due to documentation issues is not the cruise line’s responsibility. The line advises all passengers to secure travel insurance in case of unforeseen circumstances.
The Hornsbys’ experience is a stark reminder that while a holiday might be months or even years in the making, a small detail like a frayed passport seam can quickly unravel the whole plan.
This isn’t the first time an issue like this has made headlines. Australian media has frequently reported on travellers being denied entry into Indonesia due to minor passport damage since the country tightened its border control policies in 2019.
While many travellers assume that wear and tear is acceptable, border officials ultimately have the final say – and with the rise in biometric screening, the margin for error is growing smaller.
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