British Airways lost my father’s vital life-saving machine
He needs a dialysis machine to survive, but on a flight it was first damaged, then it was lost My father suffers from terminal renal failure and relies on a highly specific dialysi
By The Guardian
A British Airways passenger says the airline damaged and then lost his father’s dialysis machine during flights between Rome and Heathrow.
The man, who has terminal renal failure, relies on the specialised 20kg machine for nightly treatment. His family said British Airways check-in staff twice insisted the equipment be placed in the aircraft’s hold, despite concerns about its fragility.
When the outbound flight reached Heathrow, the machine was returned damaged. The family had to find a loan unit while the man spent hours in A&E so his blood could be monitored.
The machine was then reported missing on the return journey to Rome. His parents waited until 2am before being told to leave without the equipment needed for his treatment.
He borrowed another machine from a hospital. His own equipment was delivered three days later, with its protective case unsealed and critical internal components disconnected.
The family said the ordeal caused severe stress, including fears that a missed treatment could seriously affect his health.
A complaint to British Airways initially received only automated acknowledgements, with the family saying the airline missed deadlines to respond. The airline later apologised by phone and replied to the correspondence.
British Airways offered £300 in e-vouchers, but the family said they were dissatisfied with the proposed resolution.