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

Source: UK Telegraph, 19/12/2018

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.
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.