VFS Global review: Incorrect visa guidance resulting in denied boarding of a minor

Dear Sir/Madam,

I am writing to raise a formal complaint regarding incorrect visa guidance provided by VFS Global, which directly resulted in my 13‑year‑old son being denied boarding for his school trip to Rome on 16/03/2026.

I travelled to Edinburgh for a visa appointment (26/02/2026)—incurring transport costs and taking leave from work—only to be informed by VFS staff that my son did not require a visa for a school trip to Italy. When I asked for written confirmation, I was told the information was “on the embassy website.”

Relying on this advice, we prepared for the trip. However, at Heathrow Airport, British Airways refused to allow my son to board, stating he required documentation confirming he could travel without a visa. This documentation was never mentioned by VFS and does not appear to exist.

As a result, my son was excluded from the trip, suffered significant emotional distress, and I incurred further financial losses travelling to Heathrow to collect him.

This situation has caused avoidable harm to a child and significant inconvenience to our family. I look forward to your response.

I request:

• A written explanation of the guidance provided by your staff
• Confirmation of whether your advice was accurate and complete
• Compensation for the unnecessary trip to Edinburgh and associated costs

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