A passenger with terminal renal failure was left without his nightly dialysis machine after British Airways checked the device into the aircraft hold on two separate flights. The machine was damaged on the outbound journey to Heathrow and could not be found after the return flight to Rome, according to a complaint published by The Guardian’s Consumer Champions column.
The passenger’s daughter said the 20kg machine was essential for his nightly treatment. When it arrived at Heathrow broken, the family searched urgently for a replacement and spent hours in A&E so his blood could be monitored. On the return journey, his parents waited until 2am before being told to go home without the equipment.
He borrowed a unit from a hospital. His own machine was delivered three days later, with its protective case unsealed and internal components disconnected, the daughter said. She described the distress of missing treatment and uncertainty about whether medical help would be available in time.
The column said British Airways had not responded to the family’s complaint for a month beyond automated acknowledgments. After the columnist contacted the airline, an employee apologised and the company replied to the emails. British Airways offered £300 in e-vouchers; the family was dissatisfied with the offer, and the airline said it would discuss a further “gesture”.
The column noted that airlines may carry vital medical equipment free of charge if it fits within cabin-baggage dimensions, so it can be stowed safely. The father’s device was too large for that allowance. The columnist said checking it into the hold may have been reasonable if the flight was full, while noting that the airline said a seat could have been purchased for the machine.
Sources: The Guardian Business.