Navigating International Travel Documentation Challenges: A Mother’s Journey to China

Dear Tripped Up,

I am a single American mother living in Jordan and working for the United Nations. In September 2019, I adopted my then 5-year-old son from China, and promised him we would return to visit his country every year. But the pandemic broke out. When China finally reopened to tourists in 2023, we got visas and booked a July flight to Beijing via Doha on Qatar Airways, paying about $1,400 total.

My now 9-year-old had worked hard to maintain his language and was excited, but nervous. At that time, the Chinese government required passengers to fill out a “Health Declaration Form” in advance or upon arrival. The link on the Qatar Airways website was broken, but I confirmed online and with friends who had recently traveled to China that I could fill it out upon arrival.

At the airport, Qatar Airways disagreed, and when I once again couldn’t get the form to work, we were denied boarding. My son collapsed on the airport floor, sobbing. I rebooked for the next day, and we flew to Beijing via Istanbul on Royal Jordanian and China Southern for $1,882. Neither airline requested to see the QR code showing my form had been approved: All passengers upon arrival were made to fill out new forms.

Qatar Airways mostly refunded the tickets — we received $1,185 — but refused to admit it was wrong. Considering the more expensive last-minute flight and other costs (such as rebooking domestic flights and trains in China) we are out about $930. I believe the airline should provide a flight voucher that compensates us for that amount. Can you help? Elizabeth, Amman, Jordan

Dear Elizabeth,

Your experience navigating the complexities of international travel documentation was undoubtedly challenging, especially given the personal significance of this trip for your family. The intricacies of entry requirements can often lead to denied boarding situations, a common occurrence in the realm of international travel.

While Qatar Airways may have erred on the side of caution in enforcing entry regulations, it’s important to recognize the complexities faced by airline staff tasked with ensuring compliance with diverse and ever-changing entry rules of various countries. Each country has its own set of entry requirements, influenced by factors such as travelers’ nationalities and their travel itineraries.

The ongoing pandemic further complicates an already intricate system, adding layers of health-related protocols and documentation. In your case, transiting through Doha only added to the challenge, as passengers from diverse origins with varied final destinations presented a multitude of entry requirements.

Qatar Airways, like many international airlines, relies on systems such as Timatic to stay abreast of evolving entry regulations. While their insistence on the necessity of a QR code for China may seem stringent, it reflects their commitment to compliance with local regulations and ensuring a smooth travel experience for passengers.

Despite the difficulties faced, it’s commendable that you persevered and successfully reached your destination. While Qatar Airways partially refunded your tickets, the additional expenses incurred due to rebooking and other unforeseen costs are certainly significant. Seeking compensation in the form of a flight voucher to cover these expenses is a reasonable request that the airline should consider.