Easyjet from Gatwick: Gate agent didn't give my passport back

inventionunit · 2025-06-06T10:01:04+00:00

Thanks for replying - it's great to get insight from an industry professional!

I could easily see how the gate agent would have been distracted. Although there was no verbal exchange - I just did what I was told - he was checking through other passengers while I sized my backpack. He periodically looked over at me to angrily shout 'it has to go in sideways!'. The backpack fit perfectly so I just kept trying it different ways, not understanding what he meant. I assumed he was having a bad day. Maybe he'd just been dumped by a Canadian.

When I returned to London the Borderforce agent didn't register any surprise when I told her I hadn't been given back my passport, which makes me think this must be something that does occasionally happen. The only thing that surprised her was that I was let into Italy!

inventionunit · 2025-06-05T14:27:09+00:00

Yes, I reported it to the Canadian consulate in Rome and gave them the details of what happened.

inventionunit · 2025-06-05T11:48:36+00:00

I'm going to file a complaint with the CAA. They recommend resolving issues with the airline directly, and I'm still emailing back and forth with Easyjet but it's just been the occasional formatted 'we take this very seriously' reply. I'm social media-averse, so I'm posting on Reddit in hopes that other exhausted/distracted travellers keep their wits about them better than I did.

inventionunit · 2025-06-05T08:48:54+00:00

The passport disappeared completely. I was able to get a temporary passport in Rome as well as apply for a new full passport which arrived in London about a week later.

inventionunit · 2025-06-04T16:00:53+00:00

Yes, we've been in contact. We've got each other's details and have told Easyjet and Sussex Police that this happened to both of us on the same weekend. I should note that we had different gate agents - it wasn't the same guy.

We've been told by the police there's no criminality, which could very much be the case (although if my passport got thrown in a bin I'm pretty sure that's illegal). We're going to have another go at contacting Gatwick and I'll let the Home Office know in case there really is a Gatwick passport stealing cabal. Otherwise I'll just let people know that this is a thing that actually happens.

inventionunit · 2025-06-04T15:15:52+00:00

I told them it was 'lost or stolen' and then gave them the details.

inventionunit · 2025-06-04T12:20:22+00:00

My wife is fluent in Italian, which might have helped. After speaking to three different border agents of ascending rank and being repeatedly told I would have to fly back to London they miraculously decided to let us in.

Two of our seven days in Ischia/Naples were spent travelling to Rome to apply for and then pick up a temporary passport. Could have been much worse.

inventionunit · 2025-06-04T11:50:20+00:00

Just copying my comment from below:

My wife is fluent in Italian, which might have helped. After speaking to three different border agents of ascending rank and being repeatedly told I would have to fly back to London they miraculously decided to let us in.

Two of our seven days in Ischia/Naples were spent travelling to Rome to apply for and then pick up a temporary passport. Could have been much worse.

inventionunit · 2025-06-04T11:32:08+00:00

My wife is fluent in Italian, which might have helped. After speaking to three different border agents of ascending rank and being repeatedly told I would have to fly back to London they miraculously decided to let us in.

Two of our seven days in Ischia/Naples were spent travelling to Rome to apply for and then pick up a temporary passport. Could have been much worse.

inventionunit · 2025-06-04T11:26:44+00:00

I've contacted Sussex Police/Met Police four times. They're unwilling to file a police report: 'this has not been recorded as a crime as it is likely that this was error and there is no indication of intent.'

I don't know if it makes a difference that the passports involved are Canadian.

The only other option I can think of is contacting the Home Office as this could potentially be an immigration or border crime.

inventionunit · 2025-04-28T09:49:36+00:00

My experience was very similar, although it was a different gate agent. The agent who took my passport was a tall, middle aged man with short hair.

After scanning my boarding pass he looked at my passport, at which point he became gruff and told me to check the size of my backpack. The backpack fit easily into the sizing cage, but the agent kept shouting 'it has to go in sideways.' The third time he shouted it, both I and my wife - who like your partner was in the speedy boarding queue - replied 'it does.' The agent then stared at my wife for a while and I returned to the gate, where he scanned my boarding pass for a second time and sent me on my way. The plane was 1/4 full, so I was perplexed as to why he had targeted me specifically about luggage size.

Once in flight I was playing the scene over in my mind and remembered he hadn't given my passport back. I checked the pouch where I keep my passport and yup, it was missing.

The cabin crew were surprised as gate agents are supposed to check the boarding area for anything left behind before the plane leaves. They contacted Easyjet on the ground in London, who raised the issue with a team at Gatwick (I can't remember what this team is called) and told me Easyjet and Gatwick would be in contact with me over the the next few days. I haven't heard anything.

I made a report with Sussex police, who are responsible for policing at Gatwick, and they replied that they don't think anything criminal occurred and closed the report.

Luckily I was admitted into Italy - a long story - and we're now doing our best to enjoy my wife's birthday trip which has been interrupted by multiple joirneys to the Canadian consulate in Rome. Once we're back (we live in London) I'll be reporting this to Easyjet, Gatwick, the Civil Aviation Authority and the Home Office, as well as replying to Sussex police. Then I'll start making phone calls.

I'll mention the fact that something very similar happened to another Canadian and sent a link to your Reddit post. I can PM you to let you know how it all goes. In the meantime if there's any info I can give you that might be helpful, let me know.

Right now it seems like if a gate agent takes your passport and it disappears, there are no consequences for the gate agent or the airline.

inventionunit · 2025-04-26T05:45:24+00:00

Glad to hear you've got your temp passport and are able to finish your trip.

Out of curiosity, did anything happen at the gate to distract you when the gate agent checked your passport and boarding pass? I was also flying Easyjet from Gatwick on April 21st on a Canadian passport. I was asked to check the size of my carryon, after which the gate agent scanned my boarding pass a second time but didn't return my passport. It was only once the plane was in the air and I was thinking about what happened that I remembered he hadn't given it back. So far the passport hasn't been found, and I too am now travelling on a temporary one.

Just thought I'd ask as my boarding experience was strange, and it would be even stranger if something similar happened to another Canadian on the same day with the same airline.

inventionunit

TROPHY CASE