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BA passenger’s dialysis machine damaged and lost in transit
A British Airways passenger’s father, who needs nightly dialysis to survive, had his machine damaged and then lost after staff required it to travel in the aircraft hold. The incidents forced the family to find replacement equipment and seek hospital monitoring, raising concerns about how airlines handle essential medical devices.
The machine was returned three days after the return flight, with its case unsealed and internal components disconnected. BA initially failed to respond to the family’s complaint, then apologised after being contacted by a consumer advocate and offered £300 in vouchers; the advocate suggested cash compensation that better reflected the impact.
In short
- BA damaged and lost a passenger’s dialysis machine.
- The family had to find loan equipment and seek hospital monitoring.
- BA apologised and offered £300 in vouchers.
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The case for
Airlines must balance passengers’ medical needs with safety rules, cabin space and the practical limits of handling specialised equipment. If a device cannot be carried in the cabin, requiring it to travel in the hold may be reasonable provided it is secured, tracked and handled with appropriate care. BA’s apology and offer of vouchers also indicate some acknowledgement of the failure, though the family may reasonably seek compensation better suited to the disruption.
The case against
A dialysis machine is essential medical equipment, and an airline that requires it to travel in the hold has a strong responsibility to protect it and ensure it reaches the passenger promptly. Damage, loss and a delayed response left the family to find replacement equipment and arrange hospital monitoring, with potentially serious consequences. The family can reasonably argue that vouchers do not adequately address the practical and emotional impact, and that cash compensation would be more appropriate.
Explained simply
Dialysis is a treatment that filters waste and excess fluid from the blood when a person’s kidneys cannot do so adequately. Some people use a machine at home overnight, so damage to or loss of that equipment can interrupt a regular part of their care.
Airlines have rules about what medical equipment passengers may bring into the cabin and what must travel in the hold. British Airways is the UK’s largest airline, and its handling of this case has drawn attention to the practical difficulties families can face when essential equipment is transported as luggage.
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Originally published by The Guardian as “British Airways lost my father’s vital life-saving machine”.