Long time luker here, signed up to vent unfortunately. Hopefully I'll get more involved with the community now I'm a member!

Just looking for some advice...

I booked a BA holiday package months ago, Heathrow to Dubai in First over the New Year period. Total amount for the trip was £25,000. I paid a deposit of £4,500 and the remaining balance was due by the 14th November. Unfortunately I was in hospital last week when the balance was due, a medical emergency with unplanned surgery. Once I got home and got myself back together, I checked my emails and realised the due date was 4 days over. I went online to pay but my booking was no longer there.

I called BA holidays and explained the situation. They advised they could re-book the same package but it would be £5,000 more expensive. I was annoyed with BA that no exception could be made and then angry with myself. My medical issue was going to cost £5,000 more for the same trip! I had no option but to bite the bullet, assuming my deposit would be transferred over. "Unfortunately not, that's lost" I was then told. The same trip is not only going to cost £5,000 more but the deposit of £4,500 could not be rolled over and had also been lost.

Am I being entitled and ignorant? I know rules are rules and Tc's and C's are in place for a reason but I mean c'mon.

Gold Member status, looking to rebook the same trip and begrudgingly willing to pay the extra £5,000. All for a 4 DAY LATE PAYMENT.
To then be told the deposit won't go against the new booking. I have all my medical records and paperwork to prove the dates I was in hospital.

I have used BA for 10 years but really considering dropping them at this point. Switching over to Virgin and Star Alliance. I've spend over £120k with them this year alone and they won't roll over a £4k deposit. It's not even about the money at this point, it's the fact I've been such a loyal customer all these years. One slight mistake on my behalf (with a good reason) and no exceptions. Am I the one out of order?

No empathy, no willing to look into anything or help. Literally just "NO, you where aware of the terms and conditions. There isn't anything I can do for you". I know BA is a business and the goal is to make money but you'd imagine they'd want to keep customers with a good track record. I feel my business would be appreciated much more elsewhere.

I'm so frustrated and upset, any advice would be appreciated.