A pensioner who forked out almost £1,000 for a coach holiday was refused travel to Jersey because she didn't have photo ID. Iris Butler booked the trip with Travelsure and says she wasn't told that it was policy to bring photo ID to get to the island.
After staying in Southampton for one night, the coach group drove to Poole ferry terminal to catch the ferry to Jersey. A member of staff came onto the coach and asked passengers to get their IDs out - it was here that Iris realised she'd left her driving licence at home.
The 81-year-old was forced to make the 388-mile long journey back home, with eight other passengers who also hadn't bought their IDs. Iris says: "They are saying we have already had two days of holiday, I would say we have had two days of hell, never mind holiday.
"There are eight other people besides me who are affected. We all booked through Travelsure to go to Jersey. There is nothing in the 2023 brochure to say you needed a photo ID to get access to Jersey.
"There is nothing on our invoices or anything we received from them to say that." Speaking to Chronicle Live, Iris continued: "Someone from the craft came to talk to us and there were two people at the very front of the bus who immediately said I haven't ID. So immediately the problem became aware at that point and the lady said you need ID. We were told to look for ID, bus pass, driving licence or passport.
"I stupidly hadn't transferred my driving licence to my new purse which is what a couple of other ladies had done. They had tried to lighten their load and not transferred everything over. They were asked if they'd take a photograph of our ID but at the end of the day they said no, they wouldn't accept a photograph.
"They then went on to ask if anyone could access our premises. I couldn't because I have no family and live in a retirement block of flats and I said sorry I can't. The idea was if we couldn't transport one of the IDs to Travelsure they'd send an overnight courier and possibly get us on the next day ferry but that wasn't suitable."
The ones who didn't have photo ID were given other travel options but decided to go back home. Iris said she hadn't considered looking at the Jersey website for further travel information.
She added: "Personally I'm quite an intelligent person and I hadn't thought to look on the site. I stupidly didn't put my driving licence in my purse. If it has happened to us, it could happen to other people travelling to Jersey on their own."
A spokeswoman for Travelsure said the passengers would be given a full refund for their holiday. The spokeswoman said: "We booked our Jersey tour through a wholesaler and we were not advised by the wholesaler/ferry company on their travel documents of the requirement to carry photographic ID. We had already provided the company with the full names and dates of birth of the passengers travelling.
"On the day the ferry company would have accepted any form of ID including a bus pass, library card or driving licence but unfortunately nine passengers on board the coach were not carrying any form of ID with them on holiday. The ferry company would not accept emailed versions of the ID."
The spokeswoman said an alternative holiday to Bournemouth or travel home was offered, with passengers declining the alternative options and transport home organised. She added: "A letter has also been sent out this morning to the nine passengers involved containing an explanation and full refund for monies paid.
"As a company we are extremely upset by the events which occurred and will be following this up with our wholesaler. All travel documents for future holidays have been amended advising passengers to take photographic ID with them when travelling on holiday. All European holidays also state the need to carry a passport."
