Plymouth mum appalled as British Airways refuse her EpiPens in hand luggage

A Plymouth mum has spoken of her “extreme stress and anxiety” after being told her medical bag containing vital supplies would have to go into the hold on a British Airways (BA) flight from Heathrow to Paris.

Despite Charlotte Donovan having a GP letter stating that the essential health items remained with her during the flight, BA staff at the gate insisted they had to be put in the hold.

The same issue occurred on the return flight from Charles de Gaulle Airport in Paris to Heathrow last month (October 2024). Charlotte, aged 30, and her husband Nathan Donovan, 31, had taken their young son to visit Disneyland Paris.

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Before they flew, Nathan contacted British Airways and explained that his wife needed access to EpiPens, stoma supplies and medication at all times.

In a statement BA have said they are “extremely sorry” for the incident, adding that they “got it wrong” on the occasion that Charlotte and her family flew with them. Charlotte described the experience as “horrendous”.

She said: “Prior to our flight to Paris, my husband had explained that I had a stoma and other medical conditions requiring access to stoma supplies and medication that included EpiPens at all times.

"We were informed that I could have one extra cabin bag for my medication and stoma supplies. A travel certificate and GP letter were provided stating my requirement to have the above items on me.

“During our outbound flight at Heathrow airport, I was told at the gate (before boarding the plane)that my medical bag would have to go into the hold, meaning I would have no access to stoma supplies or medication until we touched down in Paris.

"Despite me explaining that I needed these items during the flight itself, I was denied access to my medical supplies and they were checked into the hold.”

Charlotte said she’d made sure her medical bag conformed to the size and weight restrictions set out by BA. The couple tried to transfer some stoma supplies into Charlotte’s backpack in an attempt to have at least one bag change accessible on the flight, but this was also denied.

Despite telling a BA staff member about the importance of her EpiPens being with her, Charlotte was also denied these on board. BA have apologised for the distress this caused the family, on both the inbound and outbound flights.

Charlotte said: “During our return flight at Charles de Gaulle Airport, when checking in my normal suitcases into the hold, I was (again) told my medical bag containing my stoma supplies, EpiPens and other medication would also need to go into the hold where I would have no access to them until we touched down in Heathrow.

“The entire situation resulted in extreme stress and anxiety and I was reluctant to eat properly in case my bag got too full knowing I would be unable to change it if necessary, or empty it effectively.”

Charlotte was diagnosed with Ehlers-Danlos syndrome (EDS) as a young adult, EDS describes a group of disorders which affect connective tissues supporting the skin, bones, blood vessels and many other tissues and organs. She has tackled the stigma of having an ileostomy stoma, as well as bravely sharing her journey through pregnancy.

In a statement regarding Charlotte’s “upsetting” flight experience, BA said: “We’re extremely sorry for our customer’s experience and the distress caused.

"We clearly got it wrong on this occasion and this is not the level of service they should expect from us. We’re in contact with our customer to make things right.”

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