The couple had to retrieve their luggage and were told to go to the help desk.
“We thought that we would miss this flight, but that the help desk would be able to sort out the problem and we would be able to get on another flight. It was when they said ‘no’ that I started to get stressed,” she said.
“It was eight o’clock at night so we booked into a hotel straight away and we were told that we would have to go to the consulate in the morning.
“I was hopeful they would be able to help but when we got there we were told it could take weeks to sort out.”
As Philipp is from Austria, the family booked a flight to Vienna so they could stay with his family.
“This is terrible but we are so lucky to have family here that we can stay with. I don’t know what we would do if we didn’t.”
Sarah said that Lily’s Austrian passport states she was born in Britain, and that she also offered to show her birth certificate as proof, but was told this wouldn’t be sufficient.
