British Airways rules require medical devices exceeding standard carry-on dimensions to be stowed in the aircraft hold or travel on an extra purchased seat. After the 20kg dialysis apparatus was broken on arrival at Heathrow, it completely disappeared during the subsequent trip to Rome, forcing the patient to seek hospital loan units and emergency blood monitoring. The device was eventually delivered to his residence three days later with its protective case unsealed and internal components disconnected. The airline subsequently issued an apology and offered £300 in vouchers after consumer advocate intervention, which the family rejected.
Key points
Passengers traveling with medical devices exceeding standard cabin dimensions must place…: Passengers traveling with medical devices exceeding standard cabin dimensions must place them in the hold or pay for an extra seat.
The affected family rejected an offer of £300 in airline vouchers following a month of si…: The affected family rejected an offer of £300 in airline vouchers following a month of silence from customer service.
British Airways plans to contact the family again to negotiate a further gesture after co…: British Airways plans to contact the family again to negotiate a further gesture after consumer advocate intervention.
Sources checked by our analysis pipeline: 1
My father suffers from terminal renal failure and relies on a highly specific dialysis machine every night to survive. British Airways’ check-in staff twice insisted on checking this fragile 20kg lifeline into the aircraft hold where it was first damaged, then lost.
When his outbound flight arrived at Heathrow, it was returned broken resulting in a frantic search for a loan unit and hours spent in A&E so my father’s blood could be monitored. On the return flight to Rome, the machine could not be found. My parents waited until 2am before being told to go home without the equipment that keeps my father alive.
He had to borrow another unit from a hospital. His was finally delivered three days later with the protective case unsealed and critical internal components disconnected.
The sheer terror and stress of missing a treatment, not knowing if the A&E could accommodate him in time, and fearing that his health had already been severely compromised, was indescribable.
British Airways has missed all deadlines to address our complaint and is now ignoring our correspondence.
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