British Airways has apologized to a Canadian family who reported being feasted upon by a pack of bedbugs during an overnight flight from Vancouver to London earlier this month, CTV Vancouver reported.

Passenger Heather Szilagyi was flying with her fiancé and eight-year-old daughter when she says she spotted several of the bugs on the seat in front of her. Szilagyi said that as someone who had worked in the hotel industry, she was primed to identify them. But when she flagged the flight attendant and asked to be moved, she got no help.

“She was like, 'Oh ok, sorry about that. We're sold out. We don't have anywhere to move you,'” Szilagyi told CTV.

After the nine-hour flight, she said she and her daughter were covered with bug bites.

Szilagyi said she tried contacting customer service about the problem, but after many attempts, she only got a recorded message saying that the line was busy. So she took to Twitter to post pictures of the bites.

British Airways reached out a few days later, offering an apology and an upgraded return flight.

In a statement, the airline said:

We have been in touch with our customer to apologize and investigate further. British Airways operates more than 280,000 flights every year, and reports of bedbugs on board are extremely rare. Nevertheless, we are vigilant and continually monitor our aircraft.

Szilagyi said that wasn’t exactly what she was after. “All we were asking for was a flight on a different plane, to make sure it was a different plane [and] to make sure that the plane that was infested with bedbugs was taken care of,” she said.