Meg Gordon lost thousands of dollars after she tried to take her husband Andy, their 16-year-old twin Jasmine and Dylan to Portugal for some fun in the sun only to find out her passport was invalid due to being issued a decade after wanted to fly.
Under rules in her holiday destination of choice, passports must have been given out less than a decade to the date you want to travel.
Meg told Cornwall Live: "We checked the bags in, had the passports checked and scanned - no problem, went through security and sat in the departure lounge and watched it fill up with other eager, excited passengers.
She detailed how she was “marched” away from the gate and her family as under rules in her holiday destination of choice, passports must have been given out less than a decade to the date you want to travel.
Meg continued: "Brilliant, the time had come to board the plane. Andy, Jas and Dylan were in front of me, but when a member of the ground staff checked my passport she told me it’s out of date. I replied, ‘sorry I think you are mistaken it’s valid until April 2023’. ‘No it’s not’ - the ten years run from the issue date, in my case July 8, 2012.
"I was then abruptly informed that as the UK are no longer in the EU the rules have changed and I would not be able to travel. I was marched back through the busy departure gate in front of everyone while my family were still waiting to board the plane."
Meg shared that she and the rest of her family removed from the airport like “criminals”.
She said: "I was happy for Andy, Jas and Dylan to go ahead and said I would try and get to London to renew my unexpired passport. The supervisor then told me that was unlikely and abruptly asked for a decision. Subsequently our bags arrived very quickly and we were escorted out of the airport like criminals."
They say they got "no help with rearranging flights, car hire, getting home, etc, and absolutely no compassion,” labelling the customer care as “shocking”.
Newquay Cornwall Airport responded to the allegations by saying they are working with the family as they "we investigate further internally".