Originally Posted by
benjai
1) Manager at the lounge didn’t seem to be very on the ball (very very slow to react) but at least was apologetic. He said that after we were done to call him directly and he will sort out transport back to the airport and flights and everything we need. Does this really mean what he says? I’m not sure how long we will need today, but I’m not entirely sure if we have time or the inclination to go to Amsterdam. Given that the exAMS flight loops back to LHR, would it be possible to just jump straight on that tomorrow with the managers blessing?
2) Our luggage is still in LHR or at least I hope, and not in AMS now. Will it be easily locatable and get where we need it to go?
3) I’m still fuming about the accident itself. I spoke with one of the caterers and she says that they have near missus or bumps all the time with customers as they can’t see around the corner. Plus the fact that no one came to help for ages. In hindsight I should have asked for help straightaway but we were busy panicking and trying to apply first aid. How to I convey these points and my anger to BA?
4) Is there anything I can do or advice that anyone can give please? I’d just like to know what our options are. Very upset.
I'm sorry to hear about this dreadful start to your trip, though it must be really worrying for you, nevertheless you are in the right hands now, and I've no doubt that the NHS will do all they can to sort out your son. I suspect most of us at some stage in growing up had some mishap of this sort, and usually there are few or no long term implications. Whatever it was that happened to him (which is unclear - collision with a cup of hot water maybe?), I'm sure he will do something different next time. All parents worry for their kids, mostly it works out fine in the end.
1) If it's the BA South lounge manager then yes he can resolve a suitable outcome, though it may be easier to resolve as and when you get back to T5. He is well known to many of the FT regulars here.
2) The luggage can be easily rerouted so long as you have the tags, they will be in a special limbo area. It's best if they stay there and then booked onto another flight, however realistically there is a risk they may not be at your final or intermediate arrival point.
3) Realistically the lounge staff would expect parents to look after their children, though basic human kindness comes in at some point, they probably come across a screaming child several times a day. I would read zero into the apparent lack of interest. I was once involved a dreadful incident that made the headlines in the UK for weeks on end, and I can tell you that trying to think clearly, rationally when the totally unexpected happens is not easy. Moreover your kid needed firstly you the parents, then professional medical help, more than assistance from catering staff. But it's a good reminder to all of us travellers that should we come across an incident of this sort that there is a bike based NHS paramedic service always on duty in T5 (and T3) so if this happens, get a BA staff member to page them. So in that respect maybe some good will come of your experience and your FT post.
4) Concentrate on the kid so that he is sorted out, then contact your insurers to have them on standby, then if you think you are able to travel, go to T5 and follow up with the lounge manager if needed. Best to be pragmatic with outcomes, and seek rather than demand compassion. Remember to bring any paperwork from the hospital just in case there is a "fitness to fly" question, though for burns I don't think that's much of an issue. Then keep calm, carry on and enjoy the trip.