Liz was left in shock after she said she was told she would have to produce her dad’s death certificate for a refund
A daughter was left horrified when she said British Airways refused to refund her £3,500 flight without receiving her dad’s death certificate – despite him being still alive. Liz Horne was on holiday with her husband Nevil Horne, 63, in Chiang Mai, Thailand, on November 29 when she was told that her dad was gravely ill.
The 61 year old was 10 days into her three-week getaway when she decided to get the first flight back to Bristol to be by the side of her 88-year-old dad Kevin Duvall. Liz, who had already paid £3,500 for two business-class tickets back to the UK, contacted BA to see if she could swap her seats for an earlier flight.
However, while on the phone to customer services, the semi-retired PA claims she was told she would have to fork out for new tickets and send over his death certificate to receive a refund. Horrified, Liz says she explained to the operator that her dad was in fact still alive, branding the slip-up as ‘shocking and insensitive’.
Liz ended up paying £2,500 for two tickets back to the UK, returning home just two days before her dad sadly died on December 1st after battling dementia for six years. Grief-stricken, Liz said she spent the following days organising a funeral while liaising with BA about her refund for the original tickets.
Liz claims she had to send her father’s death certificate over to BA four times while making multiple calls and emails to BA over her repayment. Liz claims the experience has made her resolute in never flying with the airline again – claiming it’s ‘not the great British institution [she] thought it was’.
British Airways admitted that the customer’s experience ‘fell short of expectations’ and they were in touch with her to resolve it. Liz, who lives in Bristol, said: “Dad had been in a nursing home for a number of years. I saw him a couple of days before I left for Thailand and he’d been his normal self.
“This was a bucket list trip for me. I’d always wanted to go to Thailand. We were in Chiang Mai and I got a call from my sister to say there’s no point in coming home but dad’s not going to be long. I was shocked, I’d only seen him a few days before. I processed it for a minute and thought I need to go and be with him.”
Liz rang her airline British Airways immediately to see if she could move her and her husband’s return flight to a different date. However, Liz claims BA told her this would not be possible, and instead advised her to book two new tickets and claim a refund after sending across her father’s death certificate.
Liz said: “They said on the phone ‘send us the death certificate and then you’ll be able to make the claim’. And I said ‘but he’s not dead yet’. It was unlikely he was going to make it – he was incredibly frail, [but] I suppose it was possible. He was responsive, my sister was telling him I was coming home.
“I was obviously shocked when they said that. It was quite shocking. I think I was quite numb. It was rather insensitive. There wasn’t any empathy, there didn’t seem to be that basic care. It might’ve been language – I know that English wasn’t their first language but even so, that wasn’t great.”
After forking out £2,500 for two flight tickets back to the UK, Liz made it home in time to say goodbye to her dad before he died two days later. However, Liz claims she’s still awaiting a refund despite sending her father’s death certificate over ‘four times’ in the last month.
Liz said: “There was just a lot of insensitivity and bureaucracy. I’d sent the death certificate on four occasions and still got asked to send it again. They agreed they could refund the £3,500 on the phone but I haven’t seen the money yet.
“I had to arrange a funeral and all these extra stresses going on besides BA. There’s been a lot to deal with. BA just added to all those stresses. I later found out that there’s a bereavement line that BA should’ve referred me to and they would’ve sorted it.
“I’ll never fly BA again after all the stress and anxiety they have added to an already very difficult time. I chose BA because of the name – I thought I could trust them. They’re known to me but now I know it’s not the great British institution I thought it was. You’re paying a lot of money for a flight – you want something you can rely on.”
A British Airways spokesperson said: “We know how stressful it must be to receive difficult news about a family member whilst abroad, and our teams work very hard to get people home as quickly as possible when this happens. On this occasion, our customer’s experience fell short of expectation, and we are in touch with them directly to resolve this matter.”
