Agents warned about filling in ESTAs for clients

Agents are being warned about the dangers of completing visa applications on behalf of clients after a mistake by a high street agency led to a man being escorted from a cruise ship.

The retired police officer later contacted the media and the story made it into the headlines at the end of last week and over the weekend.

John McGarry complained that his travel agent, Cresta World Travel, had completed the ESTA on his behalf but had mistakenly ticked the wrong box.

The agent had unfortunately answered ‘yes’ to the question: "Do you seek to engage in or have you ever engaged in terrorist activities, espionage, sabotage, or genocide?"

As a result, Mr McGarry had to go to London to be quizzed and fingerprinted at the US Embassy. The trip was paid for by the agent, Cresta World Travel in Altrincham.

He was issued with a visa but then, a week into his 26-day cruise, he was escorted off the ship in New York and was subject to another grilling.

He told newspaper journalists he was shunned by fellow passengers for the rest of the trip.

He complained to Cresta World Travel on his return and was sent a £150 voucher off another holiday. But he said he sent it back.

Cresta World Travel told TravelMole.com the staff member responsible for the mistake left the ompany last year before the problem became apparent.

"As soon as we were made aware of the error, we arranged for Mr McGarry to obtain a valid visa, paying all costs incurred. Our policy has always been to refer clients to the ESTA website. On occasions when clients have no means of completing the form or have no one who can complete this on their behalf we invite clients into the office and assist with completion. We cannot comment as to why the member of staff completed the form for Mr McGarry as they are no longer here to ask," it said.

"As US homeland security do not comment on their policies and procedures we are unable to ascertain exactly why he may have encountered further problems. This could have been a random check and not necessarily linked to him having a full valid visa. Our policy will remain to direct clients directly to the ESTA website."

The incident has raised the issue of whether agents should fill in visa applications on behalf of clients.

Alistair Rowland, group general manager of Midcounties Co-operative Travel, said helping a customer complete the forms is not unreasonable, but it’s dangerous ground doing it for them.

"As with passport and health advice, we offer support and guidance to our customers but ultimately direct them towards to appropriate agencies and sources to ensure that they are getting accurate advice directly and specific to the customer," he said.

"We may assist the customer from time to time with the application in store if they have no other means at home to complete the application directly."

ABTA’s Code of Conduct requires its members to advise clients of passport and visa requirements and will direct clients to where they can find further information, for example the specific embassy or consulate website.

"It is suggested that tour operators and travel agents don’t complete the registration on behalf of the passenger. If the passenger isn’t IT literate, members should advise them to seek the assistance of friends and relatives," said a spokeswoman.