flyslow

My sympathies to OP
It's comforting to read your experience as I am in a situation I might have to travel soon with very short notice for less than a pleasant reason. Of course I wouldn't bank on BA to open up last minute reward availability or be lenient with changes but it's good to know that it is indeed possible in those difficult circumstances.

Will100

NickB

While not universal, many airlines will show compassion when you are unable to travel due to the death or serious ill-health of a close relative. When my mother died, both AA and CX were very gracious in letting me cancel forthcoming flights without penalty.

Blueboys999

Lefly

For the little I know, many restricted fare have written in the rules something on the line "waived for death of passenger, companion or relative" when it comes to cancellations.

Unfortunately I just had to use that waiver a couple of months ago with SN. The weird part is after sending the e-mail with the request and related documents I never had a single communication from any airline representative, not even a "we've received your query and will look into it". Not even a message for sending the refund. I just found the tickets refund when checking the CC statement.
I'm not complaining, the outcome was favorable and they were also quick enough... but tasted weird not having any mail from them.

brunos

I twice had family/health issues in my BA life. Once within the 24h no-change period before the flight on award. Each time the call agent accommodated me without having to show any proof. Maybe Gold status helped. But it is clearly BA policy (not the agent initiative) to show kindness in those cases.
I had a very different experience on AF.

flatlander

Fortunately less seriously than death or hospitalisation, but still had an urgent personal crisis at home that meant I had to get home ASAP a few years ago.

I got the company travel agents to rebook my return to, I thought, the same day. However, under stress I got the dates wrong and it was actually the next day. The BA staff at SFO took mercy on me and put me on standby on the next flight when I arrived at the airport. Now, it may have helped that I was on a (discount) F ticket at the time and I said I would happily accept Club or even Traveller, but I still feel like quite some ticket rules were overridden to get me onto that flight in the last available Club seat.

Since I'm still in the same domestic relationship some years later, having got over that crisis, I do feel a distinct gratitude towards BA and particularly the staff in SFO even now.

I was deep in the s*** and they got me out of it and they didn't have to do it. I don't forget things like that too quickly.

( I did send in a non-specific "great job by your SFO crew" to BA, not wanting to draw too much attention to a possible breach of rules, and if BA does the right thing for you then you should also send in as detailed a compliments form as possible. BA doesn't know the positive customer impact and only the negative costs unless you use their feedback system to tell them this, as well as the Internet discussion forum.)

malcolmcampbell

I had a similar experience when I sustained a fractured femur in Antigua a year ago. BA changed my flight date and organised wheelchair assistance without any hassle or proof being required, earning my lifetime loyalty.

IanFromHKG

And yet when my father had a fall, causing a brain haemorrhage, and his death a couple of days later, CX were wonderful and managed to get me a seat on a fully booked flight less than three hours after I heard the news that he was not expected to recover (literally three hours, in which time, after getting the call from my family, I had to change and get clothes together, go from my home to my office to get my passport as I had been expecting to go on a work trip a couple of days later, get to the airport and get on the plane). Sadly I didn't make it in time, but CX couldn't have been more helpful.

When my mother went into hospital for cancer surgery a few years later, I had arranged to fly over for a week to care for her after she came out (on the basis I couldn't help much while she was in hospital, so it was more useful for me to stay with her when she returned home), but when complications set in and it became apparent she would die too, CX again managed to get me on a flight the same night. On that occasion, thanks to heroic efforts from the car transfer company who got me from Heathrow to the hospital in what must surely be a record time, I was able to give my farewells.

None of this detracts from OP's support from BA in difficult circumstances - good for them. However, as others have said, they are not the only airline to be supportive. I hope frandrake's disappointment with CX didn't arise in similar circumstances to those of OP's, but if it did I have two examples to counter it.

Nonetheless, these are always incredibly difficult and stressful situations and I am glad that BA were able to support OP, and it is good to hear of cases of this sort of help being offered to others.

My condolences to all who have suffered from this sort of loss, and my thanks to the staff of all kinds - airlines, car transfer companies, or whoever, who go out of their way to help people (like me, OP and others) who are rushing to be at the bedsides of their loved ones.

no longer atc

My mother was visiting her brother in the US, when he committed suicide. She tried to change the flights home as the Police wanted to interview her , she had to arrange funeral etc... BA couldn't have cared less. Made her buy a new,one way full fare ticket- very disappointing.

Shingi

HighwayToHEL

People knock BA, but we all have a choice of airlines. But I still prefer BA because I genuinely believe they attract more "human" staff than the low-cost carriers. Ryanair and Easyjet have little leeway; BA seem to give their staff discretion, and I think that counts for a lot. I have not (yet) been in the same circumstances as the OP, but when my brother died when I was mid-flight somewhere (he was on the ground!) they were very helpful with travel plans.

Ancient Observer

My sympathies to the OP.
BA are not always so sensitive.
When SWMBO was diagnosed with Breast cancer, I had to cancel a family trip to Florida, which was 4 returns in Avios.
Rang BA who would cancel, but who had no interest in returning the Avios. I was Gold at the time.
Had to write snail mail to then CEO to get them back.
Eventually we got them back, but no thanks to the phone based CS.

HIDDY

Indeed...except those who are forever moaning about BA it would seem.

Nephoi