BA offers full refund to out-of-pocket disabled passenger
British Airways has agreed to refund almost £800 to disabled passenger Rachael Monk who had to buy a brand-new ticket after being told she couldn’t change the name of a travel companion.
As reported on this morning’s TravelMole newswire, Monk, who suffers from complex cerebral palsy and must be attended by two personal assistants 24 hours a day, bought three tickets last July so she could fly to Canada next month to visit her best friend.
When one of her PAs left her employment in February, Monk asked BA to change the name on the ticket to her new PA.
BA initially refused and Monk booked another ticket, which was more expensive than the original one she’d bought as prices had risen.
BA said the refund, of £782.66, was a ‘goodwill gesture’.
Monk, appearing on BBC2’s Victoria Derbyshire programme this morning, said: "BA has now decided to provide a £780 refund for the additional ticket I have had to purchase.
"This does not solve the problems that have been caused over the last few months and does not help other disabled people who maybe caught in the same trap.
"This fight is not just about the money. It is about the principle of the matter and the problems that are faced by people who are disabled and rely heavily on support.
"I would like to see policies changed by airlines when it comes to exceptional circumstances faced by disabled passengers.
"I’m willing to take this as far as I can, not only for myself but also for the benefit of all disabled people who require support and maybe find themselves in similar situations.
"I have had to fight all of my life so another fight for the rights of disabled people is something I will not back down on.
In a statement BA said: "Over a million customers with disabilities choose to fly with us every year and we take our responsibilities to them seriously, aiming to make travel with us easier.
"To do this we continually review the needs of our customers and seek feedback from them and disability advisory groups.
"We offer a range of tickets including refundable options and always advise all customers to choose the product that meets their individual needs.
"In this instance Ms Monk encountered a number of changing circumstances and as a consequence we have offered Ms Monk a full refund as a gesture of goodwill so that she is not out of pocket."
Lisa
Lisa joined Travel Weekly nearly 25 years ago as technology reporter and then sailed around the world for a couple of years as cruise correspondent, before becoming deputy editor. Now freelance, Lisa writes for various print and web publications, edits Corporate Traveller’s client magazine, Gateway, and works on the acclaimed Remembering Wildlife series of photography books, which raise awareness of nature’s most at-risk species and helps to fund their protection.
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