u/Available-Theory-808

**American Airlines staff couldn't process my wife's UK eVisa — she has now missed her flight home, stranded with our two children**

My wife is a US citizen with Indefinite Leave to Remain (ILR) in the UK. She was trying to fly back home today. AA's check-in staff were unable to process her because their system expects a visa expiry date — and ILR has no expiry date. It's indefinite. That's what the word means.

She has a valid UKVI account. She has her eVisa. She has a share code that can be verified instantly at gov.uk/check-immigration-status. Her immigration status is completely fine. The problem is entirely on AA's side — their system could not handle a visa with no expiry date, and their staff did not know how to resolve it.

What makes this especially frustrating: **American Airlines' own international travel page explicitly references the UK eVisa system and links passengers to their UKVI account.** AA knows this system exists. But have not trained their staff.

She has now missed her flight. She is stranded at the airport with our two children.

The fix exists: AA staff can verify her status in seconds by going to gov.uk/check-immigration-status and entering her share code and date of birth. Or they can call the Home Office 24/7 Carrier Support Hub on +44 (0)300 369 0610. Either of these would have taken two minutes and she would be on her flight.

This is a known, widespread issue with the UK's transition to digital immigration documents. It is not my wife's error. It is a failure of AA staff training.

Has anyone else experienced this? How did you resolve it? What compensation can I expect from

the airline?