BA apologises after dialysis machine damaged and lost on separate flights

A passenger dependent on nightly dialysis had his machine damaged and later lost after British Airways staff required it to travel in the hold, according to a family complaint published by the Guardian. His child said the damage discovered at Heathrow prompted a search for a replacement and hours in A&E for blood monitoring.

On the return journey to Rome, the machine went missing, requiring another hospital loan. The family said it arrived three days later with its case unsealed and internal components disconnected. After a month without a substantive complaint response, the Guardian contacted BA. The airline apologised and offered £300 in e-vouchers; the columnist urged cash and a larger sum. BA said it would discuss a gesture.

The case highlights the handling of essential medical equipment that cannot fit in an aircraft cabin. The Guardian reports that BA carries vital medical devices free when they meet cabin-baggage dimensions, but this machine was too large. The account describes reliance on hospital replacements; it does not establish lasting harm to the passenger.