Thomas Cook apologises to PHA UK member over lost oxygen


Thomas Cook has apologised to PHA UK member Jean Knapp after she had to abandon her dream holiday.

Jean, who has lived with PH for 11 years, had planned to travel to Kefalonia, Greece, with her husband Raymond from London Gatwick for a holiday to celebrate her 70th birthday and had received clearance from Hammersmith Hospital to fly with oxygen.

In the weeks leading up to the trip, planned for 27th June, Jean travelled from her home in Andover, Hampshire, to the hospital to ensure she had all the necessary medical forms and had arranged for an oxygen tank to be provided by the airline well in advance.

However, despite receiving confirmation from Thomas Cook that an oxygen tank would be made available, the pair were unable to fly and were forced to abandon their holiday.

Jean said: “I wanted to share my story so other PH patients are aware of what I went through and to raise awareness of oxygen policies on airlines. I followed all the correct procedures, but still my oxygen was not made available.”

Shaun Clayton, director of membership support at PHA UK, said: “We are aware that a number of airlines, including British Airways, have now cancelled all oxygen on short-haul flights (usually under three hours), but allow oxygen on board for long-haul flights (usually classed between six to 12 hours).

“We are urging PHA UK members to check the oxygen policies of all airlines they wish to travel on before booking their flights.”

Read the full article in the Autumn issue of Emphasis Magazine.

Information correct at the time of publishing.

Jean Knapp and husband - Copy (2)

Last medically reviewed: August, 2017 • August, 2020