Anne Conway and her granddaughter Leila Conway were meant to spend two weeks sailing to New York, US, and back from Southampton on a Cunard cruise on Sunday 21 July.
The 75-year-old had hoped to ‘cram in memories’ with her 15-year-old grandchild while she is ‘still fit enough to do so’ and the pair had driven down from Welwyn Garden City, Hertfordshire.
However, Anne didn’t realise she needed an ESTA, a visa required to visit the US, for the teen and they weren’t allowed to board until they’d applied for one online.
Despite being allegedly told they would definitely be able to get on, the pair were heartbroken when their visa landed at 5.04pm but they were told the ramp had been raised as it was due to sail at 5pm.
Anne Conway (right) and her granddaughter Leila Conway (left) were meant to spend two weeks sailing to New York, US, and back from Southampton on a Cunard cruise
Anne had hoped to ‘cram in memories’ with her 15-year-old grandchild (pictured) while she is ‘still fit enough to do so’
However, Anne didn’t realise she needed an ESTA, a visa required to visit the US
A GoFundMe page was quickly set up by Anne’s other granddaughter Bethany Williams, 28, to raise money to help the pair fly to New York
Instead, the grandmother and granddaughter were left in tears as the ship set sail, with Anne ‘kicking herself’ for the ‘terrible’ mistake after forking out £3,934 for the trip over a year ago.
A GoFundMe page was quickly set up by Anne’s other granddaughter Bethany Williams, 28, to raise money to help the pair fly to New York so they can enjoy the return journey.
Anne is ‘astonished’ to have received £1,720 in under 48 hours, and has now booked flights to New York after Cunard agreed for them to board the ship when it docks so they may at least be able to enjoy its return.
Cunard apologised for the pair’s experience but said they ask guests to ‘ensure they have the appropriate travel documentation’ and they are ‘unfortunately unable to accept guests without the correct documentation’.
Anne, who lives in Gourock, Scotland, said: ‘It’s been an absolute nightmare. I booked this trip in May of last year so it’s been 14 months.
‘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.
‘When we got to the port, they told me I could just apply for one online. I thought we could apply for it online and then just get on the ship. But they told me I had to wait until it came back.
‘I asked twice, ‘does it mean we might not get on’. And they said ‘no, don’t worry, it won’t come to that’.
‘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.
‘Both of us were just sobbing. I was so disappointed for Leila. She was so excited. I did this trip with Bethany 15 years ago when I turned 60.
‘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.
‘I felt like I let her down at the last minute. It’s terrible. She’s not blaming me. She said to mum ‘I hope grandma doesn’t think I’m blaming her because I’m not’.
‘It’s one of these things that 15 minutes would’ve made all the difference in the world.’
Bethany (left) up the GoFundMe to help her nan ‘do things while she still can’.
Anne admits she is ‘overwhelmed’ by the generosity of everyone who donated and made this possible
The part-time maternity nurse admitted she had worked hard to save up for the £3,934 trip to celebrate her granddaughter completing her GCSE’s and ‘cram in some more memories’ while she is fit enough.
Anne said: ‘I was looking forward to the voyage. Bethany loved it [when I previously did the same trip with her]. She’s got those lovely memories. I wanted to recreate that with Leila.
‘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.’
The 75-year-old revealed she managed to book flights from London Luton to New York on Thursday 25 July so the pair can board the ship on Saturday 27 July to make the eight day return journey.
However, with the flights costing a hefty £1,182.90 plus an extra £347.86 for a hotel in New York, Anne admits she is ‘overwhelmed’ by the generosity of everyone who donated and made this possible.
Anne said: ‘I can’t begin to put a price on the stress this has caused me, or the toll it may have taken on my heart, and the inconvenience for the whole family. We’ve also lost the cost of the first half of the trip.
‘I’m thrilled that at least she can get half of it. It will be better than writing the whole thing off. I think she’ll enjoy it so much, she was so looking forward to it.
‘I am completely overwhelmed and astonished at the kindness and generosity of so many people. Most of the flight and hotel costs have been covered by kind, thoughtful and generous people.’
Anne-Marie, who is a dental hygienist and lives in Welwyn Garden City, Hertfordshire, revealed she drove her mum and daughter to Southampton and was ‘heartbroken’ having to pick them up just two hours later.
The 49-year-old admitted that Leila’s ESTA had ‘never crossed her mind’ and she hadn’t thought to question her ‘organised’ mum.
Anne-Marie said: ‘I thought it was horrific. The fact it came through just as the boat was leaving you couldn’t have made it up.
‘When I picked them up it was just my mum and Leila standing with their suitcases and just sobbing. It was absolutely terrible. My heart was broken for them.
‘The drive home was absolutely horrible. Leila fell asleep and my mum was on her phone looking at flights.
‘I was gutted for my mum because she’s the most organised person anybody knows, it’s not like her. She’s absolutely mortified she made that error. The visa didn’t even cross my mind. I wouldn’t have thought to question if my mum had all her ducks in a row.
‘My heart was broken for Leila because they’d spent a year planning. I get they couldn’t stop the boat. But at the same time they knew the visa was going to come through. She’s 15, not a terrorist.
‘It would’ve been better if the email hadn’t come through until later, not while they were still there.’
Leila pictured in the back of her car after finding out she would not be able to board the cruise
The 15-year-old granddaughter admitted that while she was very ‘upset’ to not board the cruise ship she ‘tried [her] hardest’ not to show it so her grandma would not blame herself.
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.
‘The last thing I wanted to do was to make my grandma feel that it was her fault and feel that I thought it was her fault. I tried my hardest to not show her I was too upset.
‘I was looking forward to the evenings and the gala nights so I could wear really fancy clothes.
‘Now everything is sorted I’m so happy that I’ll be able to spend time on the cruise with my grandma, even if it’s only a week.’
Bethany Williams, who is a store manager and lives in Welwyn Garden City, Hertfordshire, did the same trip with her nan in 2009 and set up the GoFundMe to help her nan ‘do things while she still can’.
Bethany said: ‘I felt so helpless and thought ‘what can I do’. I didn’t want her to pay for anything because this shouldn’t have happened. She’s kicking herself.
‘It’s a once in a lifetime thing. She’s not getting any younger. We had such a great time the first time. My grandma wanted to do it again. She wants to do things while they still can.
‘Everyone loves my grandma. She does everything for everyone. It’s just everyone giving back to her. I just love her to pieces.
‘It’s crazy how quickly everyone has donated. Everyone’s been so generous.’
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.
‘We hope the guests have a wonderful experience on board the ship’s return New York to Southampton voyage.’
