To Whom It May Concern, #Share
I am writing to share an unfortunate and deeply frustrating experience my brother has endured while travelling with British Airways and through Aer Lingus staff at Dublin Airport.
My brother flew from Australia to Ireland via London with British Airways. Upon arrival in Dublin, he realised at the security gate that he had accidentally left his valid passport on the aircraft, tucked into the seat pocket of 20E.
He immediately asked if he could return to the plane to retrieve it. The aircraft was still visible from where he stood. His passport only metres away. Yet he was refused permission to go back on board. Instead, he was advised to speak to Aer Lingus staff and request assistance from one of their team.
Aer Lingus staff later informed him that the plane was “locked” and that nobody could go on board, even though it remained in plain sight. He was told the passport would be recovered in due course and sent to the Australian Embassy.
That was almost a week ago. To date, no passport has been located or returned.
This situation has created enormous disruption. My brother entered Ireland on an expired passport (from 2015) and now faces cancelled travel plans across Spain and Italy, along with uncertainty about his ability to return to Australia. All of this stems from the fact that he was not allowed to retrieve his passport in a timely manner when the problem could have been solved in minutes.
We understand that airports and airlines operate under strict rules for security. However, common sense and a measure of empathy should not be strangers to these policies. A traveller’s passport is not just another item of lost property—it is their identity, their freedom of movement, and their security.
Had he been allowed to return to his seat for less than a minute, none of this would have happened. Instead, bureaucracy has replaced service, and indifference has replaced care.
We urge British Airways and Aer Lingus to review how such situations are handled. Passengers deserve more than rigid rules—they deserve compassion, flexibility, and solutions that prevent unnecessary hardship.
This is not simply about one lost passport. It is about how airlines choose to treat the people who place their trust, money, and journeys in your hands.
Sincerely,
Brendan Dunne
P.S. I don’t, as a rule, ask anyone who follows this site to share what I write. However, this time I’m going to make an exception. Please share this with everyone you know
