Why did British Airways ask for a death certificate for a live passenger?

The customer claims British Airways advised her to submit her father's death certificate to process a refund for flight tickets, despite her father being alive at the time of the request.

How much did the customer pay for new flights?

The customer ended up paying an additional £2,500 for two new flight tickets back to the UK.

Has the customer received her refund from British Airways?

As of the report, the customer stated she was still awaiting her £3,500 refund despite submitting her father's death certificate multiple times.

Home / Business and Economy / BA Demands Death Certificate for Live Passenger

BA Demands Death Certificate for Live Passenger

29 Jan

•

Summary

Woman told to provide father's death certificate for refund, though he was alive.
British Airways refused refund for £3,500 tickets without proof of death.
Customer experienced insensitivity and bureaucracy during difficult time.

BA Demands Death Certificate for Live Passenger

A British woman, Liz Horne, faced a distressing situation when British Airways initially refused to process a refund for her £3,500 business-class tickets. While on holiday in Thailand, she received news that her father was gravely ill and needed to return home immediately.

Ms. Horne contacted British Airways to change her return flight dates. She claims the airline advised her to book new tickets and then submit her father's death certificate to claim a refund. This request was particularly shocking as her father was still alive at the time, though he later passed away on December 1 after a six-year battle with dementia.

She ultimately purchased two new tickets for £2,500 to return to the UK and say goodbye to her father. Since his death, Ms. Horne has reportedly submitted her father's death certificate four times to British Airways but is still awaiting the £3,500 refund. She described the experience as insensitive and bureaucratic, adding unnecessary stress during her bereavement.