Veronica King and Sam Lee, the mother and closest friend of a woman given just days to live, have described their heartbreak after being prevented from boarding two flights to South Africa. They have called airline KLM's actions "unforgivable" after being put through further torment during an already "deeply distressing" time.
Their loved one, Donna Hadfield, has been battling cancer since November 2025, but her condition took a sudden and devastating turn. More than £9,000 was raised to help fly the 51-year-old Hartlepool native and her wife, Steph Berry, back to the UK so she could create lasting memories with her family in her hometown.
Tragically, however, Donna's condition deteriorated further and on Monday, October 12, family and friends were informed that she may have only days left to live. Best friend Sam, who organised the fundraising campaign, used the money collected to book flights for herself and Veronica to travel to Cape Town. Yet while desperately attempting to reach Donna, the pair were turned away from flights at Newcastle International Airport on two separate occasions on Wednesday, October 14 — first due to an overbooked aircraft, and then because they had not booked a return flight from South Africa.
"Every second counts"
Sam, who has been friends with Donna for nearly 40 years, said: "This has been deeply distressing for me and Donna's mam. To be turned away from a flight not once, but twice in one day was just awful", reports Teesside Live. "We have a few precious days left to spend with Donna and every second counts. The oncologist told us on Monday that Donna has only days left. For the airline to put us through this horrible heartache, after we spoke to them and explained it all, is unforgivable."
Donna's mam has had enough heartbreak. She just wants to get to see her daughter and hold her hand as quickly as possible. We were just sat in tears and disbelief in the airport twice."
A spokesperson for the airline says KLM 'apologises for the distress caused to Ms Lee and Ms King' adding that 'passengers are responsible for ensuring they have the correct travel documentation'.
"I explained it was vital we got on that flight"
Having booked the flights online, Sam recounts how she phoned KLM to outline the circumstances and enquired whether any specific requirements were necessary. The 50-year-old claims she was assured everything was in order and that they were confirmed on the 5.45am flight. Upon arriving in the early hours of the morning, Sam and Veronica were then informed they were unable to board the first of their two flights, as an aircraft change meant there were no longer sufficient seats available. Sam says KLM had emailed her regarding the overbooked flight just hours before they departed for the airport, but she had not seen the message and had received neither a phone call nor a text.
Heartbroken, the pair returned to Hartlepool after being rebooked onto a later flight that same afternoon. However, upon arriving back at the airport at 2.30pm, they faced a queue of over an hour just to check in their luggage. Upon reaching the front desk, they were informed they would be unable to board the aircraft until they could prove they had a return flight booked — a condition Sam claims had never been raised during any previous dealings with KLM.
Despite desperately attempting to secure a return flight, Sam says the gate shut before they had any chance to do so. The pair subsequently travelled to London by train to catch an alternative flight departing from Heathrow on Thursday, October 15, and have since been reunited with Donna.
Airline response
Sam added: "My main issue is that I called KLM customer service [on Tuesday] morning and explained the situation in detail and explained it was vital we got on that flight. I asked if there was anything else I needed to do to make sure we got there ok and was told 'no it was all fine' and we were definitely on the flight." Sam says that despite multiple conversations with airline staff, they were not informed of the return flight requirement until the second occasion they turned up at the airport. Sam says a refund request has been submitted, but they have been advised it could take up to 10 days to process.
A spokesperson for the airline said: "KLM apologises for the distress caused to Ms Lee and Ms King, who were denied boarding on 14 October. They were scheduled to travel from Newcastle to Amsterdam on flight KL952, connecting to KLM flight KL597 from Amsterdam to Cape Town. KLM rebooked them on flights from Newcastle via London Heathrow to Johannesburg, with onward travel to Cape Town. KLM paid both passengers denied-boarding compensation in accordance with UK261. The booking was purchased through and issued by Expedia for outbound travel to South Africa on KLM. The decision to deny boarding on the rebooked flight related to immigration requirements. Under KLM's Conditions of Carriage, passengers are responsible for ensuring they have the correct travel documentation."
Since November 2023, Donna has been battling metastatic small-cell lung cancer, which had advanced from her lungs to her liver and pancreas. Despite encouraging outcomes from initial chemotherapy and radiotherapy treatments, the cancer has continued to progress. In July this year, Donna and her wife Steph Berry were informed that the cancer had reached her brain, and the latest scans on 30 September reveal it has advanced further - having returned to her pancreas with new nodules detected around the inner lining of her abdomen.
Nine years ago, Donna and Steph relocated to South Africa and have established a 'wonderful life', yet Hartlepool has always remained home for the former Brierton School pupil. Within days, more than 200 people contributed over £9,000 to an online fundraiser to help bring Donna home. However, she has been too unwell to make the journey and on Monday was given the heartbreaking prognosis that she may only have days remaining. Speaking to Teesside Live previously, Sam said: "Donna is very kind and caring. She is always thinking of other people."
