A mother and her daughter's best friend were denied boarding on two KLM flights to South Africa, where the daughter has only days to live, causing what they described as "unforgivable" distress.
Veronica King and Sam Lee were trying to reach Donna Hadfield, a 51-year-old from Hartlepool who has been fighting cancer since November 2023. Her health recently deteriorated, and on Monday, October 12, family and friends were told she may only have days left to live.
Sam, who has been friends with Donna for nearly four decades, organised a fundraising campaign that raised more than £9,000. The money was used to book flights for herself and Veronica to travel to Cape Town, South Africa, where Donna lives with her wife, Steph Berry.
Denied boarding twice in one day
On Wednesday, October 14, at Newcastle International Airport, the pair were denied boarding on two separate occasions. The first time was due to an overbooked plane, and the second because they had not booked a return flight from South Africa.
Sam 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."
"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."
Airline response
A representative for KLM apologised for the distress caused to Ms Lee and Ms King. The airline said passengers are responsible for ensuring they have the correct travel documentation.
After booking the flights online, Sam phoned KLM to explain the situation and asked if there were any specific requirements needed. The 50-year-old alleges she was reassured everything was sorted and that they were confirmed on the 5.45am flight.
Upon arriving in the early hours, they were told they couldn't board the first flight due to a change in aircraft meaning there weren't enough seats. Sam claims KLM had emailed her about the overbooked flight just hours before, but she had not seen the message and had received neither a phone call nor a text.
The spokesperson added: "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."
"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."
"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."
Donna's battle
Donna has been fighting metastatic small-cell lung cancer, which had spread from her lungs to her liver and pancreas. Despite promising results from initial chemotherapy and radiotherapy, the cancer has continued to advance. In July this year, she and Steph were told the cancer had spread to her brain.
Donna and Steph moved to South Africa nine years ago and have built a 'wonderful life', but Hartlepool has always stayed close to the heart for the former Brierton School student. Within days, over 200 people donated more than £9,000 to an online fundraiser to help bring Donna home. However, she has been too ill to undertake the journey, and on Monday was given the prognosis that she may only have days left.
