In an unfortunate turn of events, a 10-year-old passenger experienced an upsetting incident while ordering a cup of hot chocolate aboard an Air Vistara flight. The beverage was accidentally spilt on the child by a cabin crew member, which reportedly resulted in second-degree burns on her left leg.
The incident occurred on August 11 during an Air Vistara flight from Delhi to Frankfurt. The family of the affected child has come forward with their perspective, alleging that the airline did not offer an apology or cover the ensuing medical expenses. However, Air Vistara has clarified its stance, asserting that they have maintained continuous communication with the family, supported their return to India, and committed to covering all incurred medical costs.
Rachna Gupta, who was travelling with her daughter Tara on the aforementioned flight to Frankfurt, shared her account of the incident. Gupta expressed disappointment that despite immediate first aid being administered by a paramedic onboard, and arrangements for medical assistance made, the family did not receive an apology from the airline. Additionally, they faced the burden of significant medical expenses.
In the midst of the incident, Ms Gupta took to X (formerly known as Twitter) to share her frustration: “@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 apologize, captain or crew members didn’t apologize.”
She continued, “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 a friend of a friend who made 3 trips to the airport and spent 4-5 hours going through various procedures.”
Furthermore, Gupta highlighted that she was personally responsible for covering the ambulance bill of 503 Euros, as well as the hospital bill. She emphasized that the family’s connecting flight was missed, and accused the airline of not making sufficient efforts to arrange an alternative option. According to Gupta, the airline only reached out to her after her public post on social media.
In a comprehensive response, Air Vistara offered its version of the events. The airline confirmed that the incident transpired on flight UK25 from Delhi to Frankfurt on August 11, 2023. The unfortunate occurrence took place when a child received hot chocolate upon the request of her parents, and playful behavior during the service led to the accidental spillage of hot water.
The airline affirmed that immediate first-aid was administered, and a paramedic onboard volunteered to provide assistance until the flight landed in Frankfurt. Upon arrival, an ambulance was promptly arranged to transport the child and her mother to a medical facility.
“We have maintained constant communication with the customer since the incident occurred. We have arranged for their swift return to India, offered ground transportation in Frankfurt, met them at the airport, and provided extensive on-ground support. We have assured the customer that all medical expenses resulting from this unfortunate incident will be fully reimbursed by us,” the airline’s statement conveyed.
Air Vistara reiterated its commitment to remain in contact with the family and extend any required assistance. Additionally, the airline expressed its dedication to reviewing and refining its operational procedures to prevent similar incidents from happening in the future.
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