A Vistara flight from Delhi to Frankfurt experienced a distressing incident on Friday August 11
when a hot beverage spilled on a 10 year old passenger causing second degree burns to the
minor, highlighting negligence on part of the crew member. The incident was reported on
Vistara’s UK25 flying from New Delhi to Frankfurt.
The incident took place mid-flight when the cabin crew was serving beverages to the
passengers. According to the victim’s family, the incident happened when a cabin crew member
failed to secure the lid of the hot beverage causing the hot chocolate drink to fall on the thighs of
the victim who is identified as Tara, following which a paramedic on board provided her with first
aid immediately. The victim was later taken to Sanaa Clinicum Offenbach where 1 gram of
morphine was given to ease the pain and irritation on the victim’s thigh.
Vistara’s Response
Vistara has confirmed the incident where the child sustained injuries due to spillage of hot
beverage by a crew member, however in their statement they have put forth that the incident
happened when the child was being playful. On being requested by the parents to serve hot
chocolate to the child, the flight attendant was interrupted with the service as the child was
playful during its inception. The airline in its statement further added that according to the
Standard Operating Procedure, the victim was provided with immediate first aid and support
was provided until the flight landed in Frankfurt. Reimbursement of medical expenses was also
provided to the victim’s family on landing at the Frankfurt Airport.
The Demands of Victim’s Family
The victim’s family has demanded an apology from the airline and the cabin crew member who
had served the hot beverage. The family in its statement has conveyed complete ignorance on
part of the hostess as no effort was made for an apology. They further accused the authorities
of not helping with the baggage or rerouting, no stay was organised for the family at Frankfurt
following the incident that caused burns to their child.
The airline had said that they are in complete touch with the family and are assisting them with
the needful. They have arranged for an early return to India, facilitated them with ground
transportation facilities at Frankfurt and are helping them with other on-ground services ad they
complete their travel. Vistara’s spokesperson in a statement had said that safety and security of
their passengers is their first priority and hence they will look into this matter with utmost
scrutiny and will review and refine their processes they continue with their customer services.
