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Family bound for South Africa wrongly denied boarding as confusion surrounds new entry rules

South Africa relaxed the rules because of the impact on touruism - © Pierre-Yves Babelon
South Africa relaxed the rules because of the impact on touruism - © Pierre-Yves Babelon

A family travelling to South Africa for Christmas was turned away at the gate despite the country recently relaxing its strict rules on travelling with children.

Paul Denning, his wife, son and daughter arrived at the check-in desk at Heathrow last week for flights to Johannesburg - booked at a cost of £3,000 - only to be told by Virgin Atlantic staff they did not have the required documentation and would therefore not be able to fly.

South Africa said earlier this month that as of December 1 families would no longer need to carry the unabridged birth certificates of their children, as has been required for the last three years after stringent rules, aimed at tackling human trafficking, were introduced. The government decided to amend the laws after it became clear it was having a negative impact on tourism.

However, there was apparent confusion after South Africa failed to communicate the changes to airlines, while its home affairs ministry warned travellers they should still carry the documents. The UK Foreign Office is yet to update its advice.

None of the airlines approached by Telegraph Travel could say immediately what the new rules meant for the documentation needed by families. Thomas Cook Airlines said families should still carry the necessary documents, while British Airways has only recently updated its website with the relaxed guidance. Emirates did not respond to a request for comment. 

The lack of clarity was evident when Mr Denning was told there was no way his family could travel without unabridged birth certificates, despite showing staff articles from Telegraph Travel detailing the new rules.

“We were told at the desk that three or four families are sent away every day,” he said. “We arrived well in advance [and] went to the check-in desk where they asked for birth certificates. We were surprised [as] there was no mention when booking.

“Friends then accessed our house and scanned over the birth certificates, only to be told my daughter’s would not be acceptable because it’s the basic one without parental names. We don’t have nor have ever had another one.”

While the rules were in place, South Africa put the onus on airlines to check families had the correct documents, knowing they would have to fly any passengers home should they be turned away on arrival in the country. This led to scores of families unable to board flights from the UK, having to return home with their holiday plans in tatters.

While at London Heathrow, Mr Denning contacted the home affairs ministry in Johannesburg, who confirmed that the family should be allowed to fly.

South Africa relaxed the rules because of the impact on touruism - Credit: getty
Johannesburg, in the north of the country Credit: getty

The assistant director of immigration services at OR Tambo Airport wrote in a letter to Virgin Atlantic: “I want to reiterate that the airline won’t be penalised for bringing Ms Helen [Paul’s wife] and her children without the unabridged birth certificate.”

After also contacting Virgin’s vice president, Mark Anderson, the airline acquiesced and booked Mr Denning and his family onto a flight the following day.

A spokesperson for Virgin Atlantic told Telegraph Travel the airline was investigating.

Tolene van der Merwe, UK and Ireland head of marketing at South African Tourism, said: “The Department of Home Affairs and Department of Tourism are in the process of rolling out communications to the travel industry including airlines about changes in the regulations on travelling to South Africa with minors. In the meantime, travellers are still strongly advised to continue bringing supporting documents with them when travelling with children.”