Woman called British Airways after her grandmother died, expecting to lose $800 on her flight — the response she got was nothing like she expected
Grief rarely comes at a convenient time, and it can force people to reconsider plans they had been looking forward to. Losing a loved one is hard enough, and cancellation fees and lost money can add to the stress. Instagram user Karlen Lamp, who goes by @ikarlymoves, was supposed to fly from New Orleans to London, and then Paris, but her grandmother passed away just days before the trip. In a video she posted on Wednesday, October 28, 2026, she shared that she called British Airways expecting to lose some of the money she'd paid, but the airline's response was far from what she expected.
With the funeral falling on her departure day, Lamp decided to cancel, expecting to lose the $700–$800 fare and pay a $200 cancellation fee. Then she found British Airways’ bereavement helpline and decided to call. Although she wasn't expecting much, a woman answered almost immediately, and Lamp was struck by how warm she sounded. "The most welcoming, happy voice I've ever heard in my life," she said. The woman offered her condolences and explained that, although the airline usually required a death certificate, she understood those documents could take weeks. She arranged a full refund for both Lamp and her travel companion, who wasn't a family member, and the confirmation email arrived while they were still on the phone.
Lamp was so grateful for how the woman handled everything, even breaking down every part of the refund, including the extras she'd paid for. She thanked British Airways for having this policy and showing her such kindness when she really needed it. While she still has plans to visit Paris and see all the places her grandmother told her about, she's made up her mind about which airline she'll be flying with. "And I will be flying British, baby," she said.
Viewers found it amazing too. @social.sarah.co sent her love and added a suggestion, writing, “Sending you comfort. People reading this—always get travel insurance for international trips!" @klintlandry reacted with, "Insane!" while @emmabree33 called it "so amazing to see" and shared that another airline did not let her change her travel dates when her grandfather passed away.
A little kindness can go a long way, especially when someone is grieving. In another story, a woman named Karoline had to fly home after her dad passed away and asked airline staff if she could sit beside her boyfriend so she wouldn't have to cry next to a stranger. The staff upgraded them to first class. When the woman requested a chamomile tea, and there was none on the flight, a flight attendant even tracked down a chamomile tea bag from another passenger and left her a handwritten note, too. It was a reminder that thoughtful gestures can mean the world when someone is going through one of life's hardest moments.
For more of her stories, you can follow @ikarlymoves on Instagram.