Saturday, December 18, 2021

Family told they can't catch British Airways flight moments before it takes off

Aditi Kibe, husband Kapil and son Aditya were due to fly with British Airways from London Heathrow to Delhi on Thursday December 9. Aditi's mother is unwell in India and the family are increasingly worried.

They were able to check in and clear security, only to be told at the departure gate that they couldn't board the plane.

Staff said this was because of a clause, which stated that all Indian tourist visas issued prior to October 2021 remain suspended due to the pandemic.

Speaking to Coventry Live, Aditi said: "If we had known about the rule, or if there was some prompt on the British Airways website the day before, we could have changed our ticket without losing everything."

The mum claims they were given just five minutes by British Airways staff to decide whether to cancel, retrieve the bags or for one parent to fly on the flight.

The family say were also put down as a "no show" by the airline, despite showing up, which meant that the flight they missed along with the return flight tickets were automatically cancelled, and they were out of pocket by £4,000.

Aditi, from Coventry, West Midlands, added: "We were there and our bags were checked in and you're telling me it was a no show?

"There was no help with what options were available to us or that sort."

The family had booked with British Airways and Southall Travel, a west-London firm which specialises in Asian holidays.

Both companies say they are in the process of contacting the customer to discuss the booking and options available.

17/12/21 Naomi De Souza, Bradley Jolly/Express

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