British Airways lost my father’s vital life-saving machine
British Airways lost a 20kg dialysis machine belonging to a patient with terminal renal failure during flights from Rome to London, causing severe health risks.
British Airways has been accused of endangering a patient's life after losing his vital dialysis machine twice during flights. The 20kg medical equipment, essential for a man with terminal renal failure who requires dialysis every night to survive, was first damaged upon arrival at Heathrow and then completely lost on the return journey to Rome.
Health Emergency
When the outbound flight arrived, the machine was returned broken, forcing a frantic search for a loan unit and hours in A&E for blood monitoring. On the return flight, the equipment couldn't be found, with my parents told to go home without the life-sustaining device at 2am. The machine was finally delivered three days later with its protective case unsealed and critical 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.
Airline Response
British Airways initially missed all deadlines to address the complaint and ignored correspondence. After intervention from The Guardian, an apology was issued and emails were responded to, but the offered compensation of £300 in e-vouchers was deemed inadequate. The airline has since agreed to discuss a more appropriate 'gesture' of compensation.
While BA allows vital medical equipment to travel for free in the cabin if it fits, the patient's device was too large for standard cabin storage. The airline later acknowledged a seat could have been purchased to transport the equipment safely.
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