The UK Passport Office’s website states that a passport is considered damaged if “you cannot read any of your details, any of the pages are ripped, cut or missing, there are holes, cuts or rips in the cover, the cover is coming away or there are stains on the pages, for example ink or water damage”.
Ms March raised a complaint with TUI in the hope of getting a full or partial refund for her BA flight, which cost more than the holiday.
She was told TUI would investigate the matter, but on 16 June she received an email that said her case had been closed.
On 21 June, she received another message to say the company would be refunding the cost of the BA ticket in the next two weeks.
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