Aside from seeking insurance assistance, what other advise can be given on action to take on getting assistance with getting a discount on re-booking air fare with BA? A client was given very unhelpful assistance with his young family on a return trip from Uganda on Monday 19th August 2013. Following several conflicting information from ground staff upon finding no one at the check-in desk at 8:30am, NO whereabouts of check-in staff and BA ground staff in their (airport) offices at the time, no contact telephone numbers for assistance were on display, the client and his whole family missed their flight. When client called the office number at Kampala office he was advised to call the office at the airport - where he was standing at the time of making the call! After failing to get assistance from the BA ground staff in Kampala office, he rung his travel agents. Following protracted discussions, client has been told he has to pay a full £3,000 to have his whole family return - irrespective. Reason given: he failed to notify BA ground staff in Ebb while the plane was still on ground - staff who magically were never visible. On behalf of the client and because I truly like to believe that BA has professional attitudes and has been very helpful to me on the occasion I've flown with them, I would be grateful to know if there is any one in BA that can help this family out.