Passengers complain budget airline denied boarding despite having tickets; NokScoot: Passport validity insufficient

▲ NokScoot Airlines. (Photo provided by NokScoot Airlines)

Reported by Chen Rui-zhong / Compiled by staff

A consumer complained to the media on August 2, stating that after purchasing NokScoot flights to Thailand with their spouse, they were denied boarding for their return trip to Taiwan due to passport validity issues. The passengers also expressed dissatisfaction, claiming they were “denied boarding despite having tickets.” NokScoot issued a statement today, explaining that the foreign passenger held a Thai passport with less than six months' validity remaining, and thus the airline had the right to deny them a boarding pass.

NokScoot stated that staff at check-in counters at all airports are responsible for checking the validity of each passenger’s travel documents before issuing tickets and proceeding with check-in procedures. This policy is also clearly outlined on the airline’s official website. Upon investigation, the foreign passenger was found to be holding a Thai passport, and as such was considered a foreign national entering Taiwan. According to regulations, foreign nationals must present a travel document valid for at least six months to enter Taiwan. The check-in counter staff therefore determined that the passport in question had less than six months’ validity and was thus invalid for travel. Considering flight safety concerns, the airline had the right to deny the passenger a boarding pass. This situation does not align with the passenger’s claims of an invalid ticket or being “denied boarding despite having tickets.”

Regarding passport validity periods, the Tourism Bureau has previously cited the case of Japan, pointing out that visa officers in various countries have the authority to decide whether a passenger may enter. However, according to international practice, passports must have at least six months’ validity. NokScoot stated that Clause 8.1 of its Conditions of Carriage explicitly specifies that if a passenger cannot present a valid travel document, NokScoot reserves the right to deny boarding. The airline also reminds all passengers to check their passport validity well in advance of traveling to ensure it is valid for at least six months. For any special needs or situations, it is recommended to consult the relevant consulate or contact the airline for assistance and confirmation. After seeking help from the Thai representative office, the passenger ultimately took a Thai Airways flight back to Taiwan.