I had very similar with BA 3-4 years back - our first ever Avios trip and indeed my first ever trip in long-haul business class (seems like a long time ago now!).


Mrs R was really quite ill when she woke up the morning of the trip - like, 39C fever, sweating, shaking....bad, bad case of flu or something. Called BA. They said because it was an Avios booking, we had to fly or lose the ticket: no option to re-book.


Travel insurance would have covered the lost taxes, but would not have got us another (cash) business-class flight...


So we just had to fly anyway. She felt dreadful and just slept the whole way to JFK - it was a pretty disappointing way to start our trip.


Wish I had known then what I know now and been firmer with the call centre...