10-year-old suffers burn injuries on flight as crew member spills hot chocolate

PTC News Desk: A 10-year-old girl flying from Delhi to Frankfurt sustained burn injuries when a crew member accidentally spilt a hot beverage. The incident took place on a Vistara flight last week.

The girl has reportedly suffered second-degree burns on her left leg.

The incident occurred on an Air Vistara flight from Delhi to Frankfurt on August 11, and the family claims that the airline did not apologize or pay for the medical expenses. The airline has stressed, however, that its employees have been in contact with the family throughout, that their return to India has been facilitated, and that it will cover all medical bills.

Rachna Gupta, who was on a flight to Frankfurt with her daughter Tara, said the incident caused them to miss their connecting flight to Lisbon. Gupta stated that while a paramedic provided Tara with swift first aid and the airline arranged for an ambulance, they did not receive an apology and had to foot the high medical costs. 

"@airvistara air hostess causes 2nd degree burn to 10 year old on flight to Frankfurt. An unfortunate accident poorly handled. Vistara hostess didn't apologize, captain or crew members didn't apologize," Gupta posted on X.

"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. 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 further said.

Gupta stated that she had to pay both the ambulance and hospital bills totalling 503 Euros. She claimed they missed their connecting flight and that the airline made no effort to find them an alternate flight. She stated that the airline did contact her, but only after she posted.

Air Vistara confirmed in a detailed statement that they have already assisted the mother and daughter's return to India and are reviewing their processes to guarantee instances like this do not occur in the future.

"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 airline stated.

"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," the statement further read.

Air Vistara stated that it is still in contact with family members in order to provide any assistance that is required.

"We are also reviewing and refining our processes, wherever required, to ensure such situations are avoided in the future. As always, safety and comfort of our customers is of utmost importance to us."