Coach operators have been reminded to take proactive steps to ensure passengers comply with EU border requirements or risk reputational damage.
The latest warning comes from Matt Gatenby, Senior Partner at Travlaw Legal Services. It follows expansion of the Entry/Exit System on 10 April and the forthcoming European Travel Information and Authorisation System (ETIAS), which requires visa-exempt travellers to apply online before departure.
While EES has primarily introduced longer processing times through biometric checks, Mr Gatenby warns that ETIAS represents a higher risk for tour operators as passengers who arrive without valid authorisation may be refused entry, potentially disrupting schedules.
He further warns that operators could face customer backlash even where the fault lies with the traveller. “Families will rarely accept that they are at fault,” he notes. “They will often look for someone to blame.”
He recommends operators embed clear responsibility in their terms and conditions and maintain consistent communication about the individual responsibilities ETIAS requires. Mr Gatenby also advises policies for handling non-compliance by passengers, including scenarios where delays could lead to missed sailings or disrupted itineraries.
“At the very least what operators need to be doing is hammering the message home through regular emails, reminders, clear information on documentation, and putting it into terms and conditions, reminding passengers it is their responsibility to make sure. There may be a scenario where a passenger is left behind or a tour delayed. You need to cover yourself and say: ‘I will do my bit — you as a traveller need to do yours’.”
