New Delhi: A 10-year-old girl flying from Delhi to Frankfurt by Vistara airline last week suffered burns when she was being served hot chocolate, after which her mother tweeted that the crew "poorly" handled the matter.
Vistara said that the airline and the crew followed all the norms.
Rachna Gupta, the girl's mother, wrote on her handle @GuptaRachna76 that the "Vistara air hostess cause(d) second degree burn to 10 year old on flight to Frankfurt. An unfortunate accident poorly handled. (Air) hostess, captain or crew members didn't apologise. After basic first aid on flight, my daughter and I were left in an ambulance to fend for ourselves (pay for ambulance/navigate the German medical emergency services) in an unfamiliar environment."
A Vistara spokesperson said the incident onboard the UK25 flight from Delhi to Frankfurt on August 11, 2023, was "unfortunate". The airline said, "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 spilled on her since the child was playful during the service."
Vistara said the airline had reached out to the mother on the microblogging site and assured her of all possible assistance.
"In line with the standard operating procedures, our crew immediately provided first aid as warranted for the spill, and sought support from a paramedic onboard, who volunteered to assist until the flight landed in Frankfurt. We also ensured medical care immediately upon landing by arranging (for) an ambulance, and the child, along with her mother, was sent to the hospital. Our teams have been in touch with the customer ever since. We have already facilitated their early return to India... and extended extensive on-ground support," the airline spokesperson said.
However, the mother's tweet said: "Our luggage had to be taken out by friend of a friend who made three trips to the airport and spent 4-5 hours... Vistara refuses to help us come back to India. Vistara hasn't called even once to check on the child or me....."
The airline spokesperson added: "We have conveyed to the customer that all medical expenses... will be reimbursed by us."
17/08/2023 Times of India
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