Martin Lewis criticises British Airways for third-party website that charges customers more

Martin Lewis has criticised British Airways for suggesting the use of a third-party system for customers applying for travel authorisation documents.

British Airways partners with a firm called Sherpa through which passengers can apply for their travel authorisation documents, including the US Electronic System for Travel Authorization (Esta) permit.

The airline also gives the option for customers to use the government website to apply.

Mr Lewis, known as the Money Saving Expert, criticised British Airways on Tuesday. He said that British Airways' embedded "check your visa" tool "directs you to get a travel permit and gives you a price far higher than people would pay if they just went direct to the official government site.

"While it does, if you look carefully, itemise the separate government fee and the admin fee, I think it's too easy to miss and misunderstand.

"I doubt most people would really pay £17 for an Australian e-Visitor doc if they knew they could easily click to get it for free from the official route. So I suspect a material number of people who do pay don't know they needn't."

British passport holders need travel authorisation documents to enter certain countries, such as a valid visa or an Esta to visit the US.

Sherpa’s website advertises a US Esta for £51.43, but the US Customs and Border Protection website charges just over £30.

Money Saving Expert (MSE) claimed charges are higher on Sherpa for Canadian eTAs, Australian eVisitors and New Zealand eTAs, too.

British Airways’ page on visas and other travel documentation gives passengers the option to use Sherpa via an integrated widget, but also has a link to apply for an Esta through the US government website.

Where customers apply for their Esta does not affect a flight booking.

British Airways has a disclaimer that Sherpa is a third-party service provider and may charge fees for its services. Sherpa told MSE that its service fee is shared between Sherpa and its airline partners.

British Airways told The Independent: “We serve customers travelling to hundreds of different destinations where entry requirements vary by nationality and route taken, with some requirements changing at short notice.

“We offer an optional third-party service to assist with this and check requirements all in one place, and for some destinations an optional service to help with applications.

“We make it clear that customers must check the full entry requirements with the relevant government directly.

“It is also clear that Sherpa is a third‑party provider and may charge additional fees, customers can apply directly via official government channels also linked on the same page, which are clearly displayed.”

Sherpa added to MSE: "Those who opt to use Sherpa often do so because they find the government portal confusing, difficult to use, prone to errors and unsupported.

“Our approach is to simplify the application process and make it more accessible, with 24/7 support, transparency on progress, and an AI supported feature-set that reduces the likelihood of error that would invariably lead to multiple applications needing to be submitted.

“We are transparent about the difference between the government fee and Sherpa's service fee, and depending on the integration we often give the option to go directly to the government system.

“Before payment, Sherpa provides an itemised receipt showing the different costs, including a government fee and its fee. The latter of which is split between Sherpa and its airline partners."

The Independent has contacted Sherpa for comment.

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