A traveller returning from Thailand has been forced to spend £1,750 on hotel quarantine after allegedly being given the wrong advice from his airline. Simon Kenway flew into Heathrow on 21 February after spending two weeks, plus a quarantine period, in Thailand. Thailand is not on the “red list” of banned countries, so all returning passengers were instructed to quarantine at home. However, things were different when Ken landed in the UK. Here’s what happened.
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Simon Kenway Had A Connecting Flight In Dubai
When Ken landeed in the UK, he was pulled out from the ‘green list’ queue and was asked to pay for quarantine in a hotel. This was because Ken had transmitted through Dubai before he landed in the UK. The information was contrary to what he said Emirates had told him. As per the rules in UK, passengers who do not arrange a quarantine package prior to arrival in England will face a penalty of up to £4,000, in addition to the quarantine costs. This meant, the airline’s advice could have left Mr Kenway with a bill of thousands of pounds.
Mr Kenway was first due to fly to Manchester but told he could not because the airport was not designated for quarantine. He then rebooked his flight using the Emirates customer service online chat. Mr Kenway asked the representative to confirm he could quarantine at home.
He said: “After (I) arrive (in) Glasgow I go straight home for quarantine, yes?” – to which Emirates replied: “Yes”.
In a second chat, rebooking his flight, he asked again: “(I) arrive in London and go straight home for quarantine, same (as) before, correct?” – to which the online representative replied: “Yes, same rules.”
He was not told on either occasion that transiting through Dubai would require him to pay for hotel quarantine. The 34-year-old told the PA news agency: “If they clearly stated I would be refused entry after transiting through Dubai, I would have paid another airline to take me home on a different route. It would have been a lot cheaper, less stressful and I would now be at home in quarantine.”
Passengers who pass through banned countries must quarantine unless they stay on the plane and no additional passengers are taken on. Thailand was on the air corridor list when Kenway left the UK. However, he did pay for a 16-day quarantine in a Thai hotel upon arrival. He further added that details on the official government website were not clear, which is why he contacted the airline. Mr Kenway has been told he must complete the full quarantine period.
Speaking about the miscommunication, an Emirates spokesperson said: “We’re working closely with all relevant authorities to help get passengers home while ensuring they meet the entry requirements of their destination. In the case of Mr Kenway, we are currently conducting an internal investigation into his case.”
Kenway was in for a shock when he checked into his hotel for quarantine. He was told he cannot leave the room for fresh air or to smoke. Furthermore, he had to take 11 days off from work.