EXCLUSIVE: After Sarah-Jane Doherty found out she had a brain tumour the size of a golf ball in her brain, she got in touch with loveholidays to cancel a £1,100 upcoming trip – but claims they initially ‘didn’t want to know’
A young woman who is awaiting brain surgery for a tumour the size of a golf ball watched her mum sob while fighting for her holiday to be refunded after being told she was unfit to fly. Sarah-Jane Doherty, 24, from Doncaster in Yorkshire, was told she had a brain tumour in June 2026 after one year of being misdiagnosed.
She first noticed she was ill in July 2025 when she found herself being overly exhausted, to the point where she could not stand up for long periods of time. Other symptoms included depressive episodes, psychosis, hallucinations, manic episodes, and issues with her mood being up and down, which led professionals to believe she was displaying symptoms of bipolar disorder.
This meant she was put onto anti-psychotic medications which masked what would have been one of her major symptoms, seizures, as an electric shock-type of feeling down her left side. She also suffered issues with her vision before being rushed to A&E after having a severe headache that caused her so much pain that she sobbed on her bed.
After having a CT scan at Doncaster Royal Infirmary, Sarah-Jane was told doctors thought she had a bleed on her brain, and that she would need to be admitted and have an MRI scan. The next morning, Sarah-Jane’s life changed forever after being told she had a brain tumour around the size of a golf ball.
Medication masked a golf ball-sized brain tumour
She said: “They told me in a bay of four people by myself that I had a brain tumour, and that they think is a glioma. I was just distraught, I was absolutely hysterical.
“I rang my mum straight away, and she came into the hospital. She rang my dad and he came home from work to see me. I feel a bit like I’m in an episode of Grey’s Anatomy, like it just doesn’t feel like it’s actually me.
“I was upset, I was stressed thinking, ‘what if it’s not removable?’ I didn’t know what grade it was. What if it’s spread somewhere else in my body? And I just had so many what-ifs in my mind that I just kept crying.”
Before being diagnosed with a suspected grade 2 glioma, Sarah-Jane had booked a £1,100 holiday to Ayia Napa with one of her friends through loveholidays, with flight bookings through British Airways.
Loveholidays booking dispute after Sarah-Jane’s cancer diagnosis
Sarah-Jane said: “I went to Ayia Napa last year and it was really good so we were set on [going] there. But it was last minute because it’s just finding time for us to be together and book holiday.
“I hadn’t been on holiday this year yet, we just wanted to get away so I’d not really had any annual leave or anything like that.
“Just wanted a break and plus because I would be starting a new training programme in September. I wanted to find a decompress before that.”
The day Sarah-Jane was diagnosed with cancer, she contacted loveholidays to make them aware and asked for a refund of her package. At the same time she realised her yearly travel insurance cover had not renewed as she thought it had.
She said: “The first time that we called they didn’t want to know at all. They didn’t even express empathy or anything like that. And then I got an email just saying I can get £62 back.”
Sarah-Jane then sent two letters from medical professionals, one from a consultant at the hospital, and a second from her GP, which were both rejected by loveholidays due to her first letter being a “statement for fitness for Work (SSP)” and the second being a letter that “outlined that it had been issued to support a travel insurance claim”.
Sarah-Jane’s TikTok video prompts action from loveholidays CEO office
After receiving pushback from loveholidays the 24-year-old made a video about her experience on TikTok, with a member of the CEO office at the company reaching out shortly after.
Sarah-Jane continued: “So it was just calls back and forth. They said you need to get in touch with British Airways. British Airways said it has to all be done through loveholidays.
“I asked them to speak to my mum, I just couldn’t deal with speaking to them. I couldn’t keep hearing no and saying, ‘there’s nothing we can do’.
“Then the person from the CEO office said ‘we wish Sarah the best and stuff’ which just shows that there’s no compassion.”
The company then offered Sarah-Jane a £300 refund, which her mum refused, before offering £600, which they also rejected. The following day, however, the loveholiday’s team confirmed they would offer Sarah-Jane a full refund.
She said: “She spent over eight hours on the phone, backwards and forwards, to loveholidays and British Airways because they just kept sending each other to each other. She started crying on the phone because the way people were speaking to her was just… It’s not what she needed to hear.
“She was unnecessarily sent between two different companies that both didn’t want to know. I think that just shows that more protection is needed in the event of major health diagnoses, because if it wasn’t for the TikTok then nothing would have been done.”
Loveholidays and British Airways issue official statements
A loveholidays spokesperson said: “We are deeply sorry to hear about Sarah’s diagnosis and the difficult circumstances she is facing. We wish her all the very best with her treatment and recovery.
“To support Sarah during this difficult time, we have refunded her in full for her holiday, and we have also explained how she can request a refund for the seat purchase she made directly with her airline.
“While we always do everything we can to support customers in difficult circumstances, as a travel agent we are bound by the cancellation policies of our airline and hotel partners, many of which do not provide refunds when customers are unable to travel due to illness.
“For this reason, we always strongly recommend that customers take out travel insurance to help protect them if unforeseen circumstances prevent them from travelling.”
A spokesperson from British Airways said: “We’re very sorry to hear of our customer’s experience and our teams have been in touch.”
The spokesperson also said that the airline had “resolved this matter”, however Sarah-Jane told us that she has yet to receive the refund or, indeed, any further communication from British Airways customer service.



















