A 'devastated' gran was left 'sobbing' on the docks with her teen granddaughter after their 'dream' cruise left without them.
Having the right travel documents is necessary and forgetting to do so can mean your holiday plans are disrupted and, in some circumstances, halted.
This was the case for Anne Conway and her granddaughter, Leila Conway, who had plans to travel to New York on a two-week cruise from Southampton.
The pair were meant to sail to the Big Apple on 21 July, but failing to get the right ESTA document for Leila has seen them miss out on the trip.
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They were left standing with their suitcases in Southampton after the ESTA visa for Leila arrived four minutes too late.
Despite being allegedly informed they would be able to get on, the pair were heartbroken when the visa landed at 5.04pm and were told the ramp had been raised as the Cunard ship was due to sail at 5pm.
Anne, who lives in Gourock, Scotland, said: "I knew I needed an ESTA but I thought I read somewhere that children under 16 didn't need one if they're travelling with an adult. But I obviously got that wrong.
"The ship was meant to leave at 5pm and the ESTA came through at four minutes past five. The ship was still sitting there but obviously the bridge was up. There was nothing I could do."
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"Both of us were just sobbing. I was so disappointed for Leila," she continued, before adding: "This'll be the last time I'll be able to do something like this. To get within yards of the boat, it was devastating. I cried all the way home and all night."
The trip, which cost Anne £3,934 and was booked over a year ago, was seemingly cancelled with the pair picked up by Anne's daughter to take them home.
Anne, who works part-time as a maternity nurse, explained: "I'm only working to pay for this sort of thing. I'm just trying to cram in some memories for my grandchildren while I'm still fit enough to do so."
15-year-old Leila said: "When I found out we wouldn't be getting on I was upset but I was more upset for my grandma as I didn't want to make her feel upset."
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However, it seems that Anne and Leila's trip has now been saved after a GoFundMe page was set up to help them raise money to cover the cost of flights and to travel to New York.
Anne has now managed to book flights from London to New York so they can board the ship on 27 July to make the eight day return journey.
Anne said: "I am completely overwhelmed and astonished at the kindness and generosity of so many people."
A Cunard spokesperson said: "We are very sorry to hear that these guests were unable to board Queen Mary 2 in Southampton.
"Prior to sailing with us, we ask guests to ensure they have the appropriate travel documentation for their specific voyage (including ESTAs), and unfortunately, we are unable to accept guests without the correct documentation.
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"We hope the guests have a wonderful experience on board the ship's return New York to Southampton voyage."
Topics: Lifestyle, Travel, UK News, Cruise Ship
Niamh Spence