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The Guardian - UK
The Guardian - UK
Business
Anna Tims

BA’s ‘better world’ just got worse after my child needed emergency surgery and couldn’t fly

British Airways Surgery
A stock photo of a travel insurance claim form and two boarding passes
The customer made three requests to BA for the documentation. Photograph: Inna Dodor/Alamy

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.

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