BBC Morning Live presenter Holly Hamilton has issued a warning to UK tourists that they could be charged for a service that is officially free. Appearing on the programme on 8 July, Hamilton highlighted emerging traps travellers face when arranging flights abroad, particularly concerning the Electronic System for Travel Authorisation (ESTA).
What is an ESTA and why does it matter?
ESTAs are mandatory permits for UK passport holders travelling to countries such as the United States, Canada, and Australia. They are designed to be completed online directly through government websites at no cost, but third-party intermediaries are increasingly charging fees for assistance.
Investigation reveals hidden fees
An investigation by Martin Lewis' Money Saving Expert, in collaboration with the BBC and ITV, uncovered that Sherpa — a third-party website passengers are directed to when booking flights with British Airways — has been imposing administration fees on top of official costs. In some cases, these permits are actually free, yet users are paying extra for the convenience of having the form filled out on their behalf.
Hamilton explained: "(An ESTA) is basically an online form that you have to fill in before you go. Sherpa itself is not the ones issuing the permit. Basically it's doing it for you on your behalf but you're paying for the privilege and you're paying quite a bit more." She added: "So you're essentially paying for them to do a bit of admin for you."
Recommendations for travellers
Hamilton advised viewers: "Don't assume that you do need a middleman to fill these out. If you are concerned if you do want an extra set of eyes, ask a friend or a family member. It's just important for people to realise that it's your choice. Just because it's there doesn't mean you have to click on it." She also cautioned against searching online for the form: "Many people do this when they are travelling, particularly to the States and looking for their ESTA application, they'll just search online for the form. Please do not do that because it's very easy to click on some of these unauthorised third-party sites ones that might not help you actually fill out the application. They might not hit submit at all, but they will take your money and it can often be a sizable amount."
Sherpa and British Airways respond
In response to the findings, Sherpa issued a statement: "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." The company added: "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."
British Airways also commented: "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 clear that Sherpa is a third-party provider and may charge fees, and customers can always apply directly via official government channels."
