I called to cancel flights because my daughter is in intensive care – but BA will not refund me unless she dies

British Airways has put me in an horrific situation. I called to cancel flights to the US as my daughter is gravely ill in intensive care. We do not know whether she will pull through and, if so, whether she will have suffered any long-term damage.

BA explained that unless my daughter dies I cannot get a refund. I am therefore placed in a surreal situation: if she dies, I get my £2,050 back. If she survives we can reschedule the flights. However, I need to provide BA with details of the alternative flights in the next two weeks, before we are scheduled to fly. I am almost certain that the person on the other end of the line didn’t realise the grim significance of this policy. JO’S, Southampton

We were shocked – BA might have policies in place, but it should also exercise discretion in sensitive cases that warrant a more individual approach. The good news is that on reviewing your case, BA has reversed its policy on non-flexible tickets and refunded you the taxes, fees and charges of £484.86, and issued a travel voucher for the full remaining amount of £1,571.50. This is valid for two years, though the flights must be booked within the next year. It has also issued an apology. In even better news, your daughter is now making a strong recovery.

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