A woman says her mother was barred from flying to the UK despite having the right British visa and a valid passport.
Dora Imoniverha was due to fly to the UK from her home country of Nigeria to be reunited with her children, who live in Norwich.
Her daughter, Mercy Akomah, booked Dora's ticket with Dutch airline KLM, which included a stopover in Amsterdam. Mercy contacted the airline before booking to confirm that her mother would not need another visa when she arrived in the Netherlands.
However when Dora arrived at the airport in Lagos, KLM officials told her that despite have a valid passport and UK paperwork, because she didn't have a Dutch transit visa she wouldn't be able to travel.
Since the UK left the EU, people flying from certain non-EU countries into the UK, via a stopover in an EU country, now face extra paperwork.
Despite admitting that Mercy had originally been misinformed by a KLM worker, the company refused to let the mum fly.
"I told them when I called, I was told twice that so long as she has a valid visa to UK, she is okay to fly," Mercy told The Mirror.
"I was placed on hold to verify my story. They came back and told me I was misinformed, they apologised, however she was still not allowed to fly."
To make matters more complicated, KLM offered a voucher for the ticket rather than a refund.
The post-Brexit rules around transiting through a third EU country are complicated and don't apply to every nation.
For example, passport holders from 30 countries need to acquire a transit visa to travel to France on the way to the UK, Etias France reports. They include Ghana, Cameroon, Iran, Pakistan and Russia.
Transit visas can cost as much as £86, with the Dutch version setting travellers back £52.
Make sure to check with the Foreign Office travel advice for a destination before booking a trip and going abroad.
A spokesperson for KLM said: "In this case, the passenger did not have the required ATV (airport transit visa) and was therefore refused based on art 9 code 1.
"Since the UK is no longer part of Europe, passengers must have an ATV in combination with a UK visa when traveling from Nigeria.
"We are sorry to hear that, in this case, there has been some misinformation.
"As part of a solution, the passenger was rewarded a voucher. This voucher has been connected to the original booking, made by someone else.
"So in line with that, the voucher was connected to the person who made the booking. KLM understands the request of the passenger to adjust the name on the voucher that was given to the passenger and has changed it accordingly."
