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Tengrinews.kz – A resident of Astana, Meirzhan Sagidollaev, missed his planned trip to Vietnam and Thailand, losing around 700,000 tenge, after an error with his documents.
On September 7, Sagidollaev arrived at passport control, but his international passport was listed as invalid in the database, despite having the physical document. This prevented him from leaving the country.
The issue stemmed from a year-old application at the Public Service Center (TsON), where he reported a lost ID. The staff mistakenly invalidated his passport along with the lost ID.
As a result, Sagidollaev lost prepaid tickets and hotel reservations, incurring total losses of 500,000–700,000 tenge, not including the cost of a new passport. He has since replaced his passport at his own expense and plans to file a lawsuit for compensation.
Ministry of Internal Affairs statement
The Ministry confirmed that the incident was caused by a staff error.
"A service investigation is underway, and appropriate measures will be taken. This is an isolated case due to human error and the large volume of documentation," the Ministry said.
Authorities are working to automate the system for marking documents invalid to prevent similar incidents in the future.
The Ministry also clarified that compensation for financial losses (tickets, hotels, etc.) is outside its jurisdiction and must be sought through the courts.
Citizens experiencing similar issues are advised to contact the migration service department to verify and correct document status, which is typically resolved quickly.
Last year, another Kazakh citizen was prevented from boarding a flight to Thailand due to a passport error, and a resident of Astana spent nearly two days in a detention area in Antalya Airport, Turkey, because her passport had less than 180 days of validity remaining, violating entry rules.
