In a shocking aviation incident, a 10-year-old girl onboard a Vistara flight from Delhi to Frankfurt sustained second-degree burn injuries after a hot chocolate beverage spilt over her on August 11, said news agency PTI.
The girl’s family has alleged that the airline did not apologise or pay for the medical costs. However, Vistara has clarified that its teams have been in touch with the family throughout. The airlines said that their return to India has been facilitated and that all medical expenses will be borne by it.
Reportedly, Rancha Gupta, who was travelling to Frankfurt with her daughter Tara also claimed that they missed their connecting flight to Lisbon amid this incident. She said that while a paramedic administered immediate first aid to Tara and the airline arranged an ambulance for them, they didn’t get an apology and had to pay high medical costs.
Taking this incident to X (formerly known as Twitter), Rachna shared her ordeal, “@airvistara air hostess causes 2nd degree burns to 10 year old on a flight to Frankfurt. An unfortunate accident was poorly handled. Vistara hostess didn’t apologise, captain or crew members, didn’t apologise.”
“After basic first aid on the flight, my daughter and I were left in an ambulance to fend for ourselves (pay for an ambulance / navigate the German medical emergency services) in an unfamiliar environment. Our luggage had to be taken out by friend of a friend who made 3 trips to the airport and spent 4-5 hours pillar to post,” she added.
Rachna further said that she had to pay the ambulance bill of 503 Euros as well as the hospital bill. They missed their connecting flight and alleged that the airline did not make efforts to arrange an alternate flight for them, she said.
Moreover, she claimed that the airline did get in touch with her, but only after her post.
Responding to Rachna’s claims, Air Vistara clarified that they have already facilitated the mother and daughter’s return to India. Also, the airlines have reviewed their processes to ensure such situations are avoided in the future.
In an official statement, “We confirm an unfortunate incident occurred onboard UK25 flying from Delhi to Frankfurt on 11 August 2023, where a child sustained injuries due to spillage of hot beverage on the body. Our cabin crew had served hot chocolate to the child at the request of her parents, however, the hot water spilt on her since the child was playful during the service.”
The injured victim was given first-aid and support was sought from a paramedic onboard, who volunteered to assist until the flight landed in Frankfurt. Medical care was also ensured upon landing by arranging an ambulance for the child and sending her and her mother to a hospital, it said.
“Our teams have been in touch with the customer ever since. We have already facilitated their early return to India, arranged for ground transportation in Frankfurt, met them at the airport and extended extensive on-ground support. We have conveyed to the customer that all medical expenses arising from this incident will be reimbursed by us,” said the statement.
Air Vistara reiterated that it continues to be in touch with the family to provide any assistance that is needed.
“We are also reviewing and refining our processes, wherever required, to ensure such situations are avoided in the future. As always, the safety and comfort of our customers is of utmost importance to us,” it said.
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