I was due to fly to South Africa for a family wedding in August. On the day of departure, my three-year-old son had an awful accident and was admitted to hospital for emergency surgery.
My travel insurer asked for confirmation from BA that I didn’t fly on my outbound flight.
I have made three requests to BA to provide this document but have had no response. I have also made a complaint that was closed with no information, and a data subject access request that I’ve had no response to.
HL, London
This is the company which failed to respond to a newly bereaved husband whose healing holiday with his two young children was downgraded without a refund, and prevented a woman flying to the bedside of her dying grandmother.
BA, the airline which pledges a “better world”, is not big on empathy, and its treatment of you in such terrible circumstances is enraging.
You got the vital paperwork only after I intervened. BA told me tersely that it was sorry for the delay.
I’m sorry you’ve been caused this additional, needless grief. The good news is your little boy, following further surgery, is slowly recovering.
Email your.problems@observer.co.uk. Include an address and phone number. Submission and publication are subject to our terms and conditions
