You can read the whole story here, but here’s the short version: A 22-year old booked a trip to Orlando on British Airways. He gets into a very serious car accident, forcing him into intensive care for weeks on end. He is bed-ridden and unable to speak. His parents call British Airways to cancel the flight and get a refund. The airline refuses, saying they need to speak with the passenger. The parents explain that the passenger is physically unable to speak. BA says they are sorry but they can’t refund the ticket without speaking to the man.
Blah blah blah, passenger privacy, blah blah blah now that the story is in the media we’ll probably refund.