Overview

• TUI staff refused to check in the husband’s ticket at Newcastle Airport after discovering his ESTA’s date of birth did not match his passport.
• Initial attempts to resolve the discrepancy with border control and the U.S. Embassy failed because only DHS could amend the authorization.
• An unexpected three-hour flight delay allowed TUI to contact DHS, which advised cancelling the faulty ESTA and applying for a new one.
• A second delay extended check-in until 2 p.m., and the new ESTA was approved about 15 minutes before departure, enabling the husband to board.
• The family’s TikTok post prompted media coverage emphasizing the importance of verifying travel documents well in advance of departure.