I flew BMI from London to Berlin this morning with a colleague. We have both been vomiting all day, and have not eaten/stayed together at any stage during the past week.
I called BMI and asked them to change our return flights from 9:20pm to 5:30pm (as we're currently lying on the floor in quite a lot of pain, being sick etc. Not at all pretty) and they said that, as they could only take our word for us being unwell rather than having any proof, they would have to charge us £260 to change the flights EVEN THOUGH THE EARLIER FLIGHT IS HALF THE PRICE OF OUR CURRENT TICKETS.
Any advice here? Who can we complain to? They suggested we email their complaints dept, but I have rather lost faith in their integrity and understanding. Any advice would be greatly appreciated.
Alternatively, I do have a bag of 'evidence' I'd be happy to post them.
I'd imagine the low-level booking phonedesk person you spoke to indeed wouldn't be able to do anything outside of their script without proof (and even then they'd probably need to go ask a supervisor) - you could've tried escalating it ("can I talk to your manager"), but yeah filing a complaint should also get things looked at from a higher level. Might also be worth to visit a doctor; both to get 'evidence' of actual food poisoning, and to see if you can get something to make it better sooner.
The trouble with such airlines is if everything goes OK you got a cheap flight and if not, then they don't give a damn.
They will say you contracted food poisoning elsewhere (even if everyone else on the flight got the same) and unless you have samples of the food you ate and wrappings which could be tested, you cannot prove otherwise.
Changing tickets is often so expensive it is sometimes cheaper to buy new tickets (I do with Ryanair), even maybe on another airline.
Have you been to a doctor or at least a pharmacy? Sometimes a spoonful of salt washed down by a sugary drink works. You have to replace water you have lost.