Injury abroad

[Momaof2]

Hi all

I had an injury abroad, basically within ten minutes of me entering the hotel room, I went to wash my hands and whole sink basin fell out along with the pipes onto my leg, leaving me with cuts, swelling and bruising, The hotel didn't do much except change us room and have us an extra night in a A La carte restaurant. I went to the rep from jet2 the following day and he said he would log it but didn't take my name or hotel room number, untill I stated to him "how do you know who I am".
My question is, can I take this further because it did ruin my holiday, as I was limping around, my leg look awful and people were just glaring and my kids were then petrified to even wash their hands.

Any advice would be appreciated

Start with your travel insurance company.

Make a formal complaint to Jet2 in writing. Include photos of the broken sink and injuries.

Did you visit a doctor? Include their details in a complaint to jet2. I assume you spoke to your insurers straight away?

Go onto the Jet2 app and log a complaint also state how the rep acted. What do you actually want to happen?

Are you home now?

The response of the Jet 2 rep is very strange. Normally there will be a clear process to follow and the incident would be automatically notified the their head office claims team, who would in turn notify their insurers.

What you need to do here is write out a full account of what happened, including your subsequent interactions with the staff of both the hotel and Jet 2. Email to their head office. Include photos of both the broken sink and the injury.

Keep it factual and measured. Don’t mention your kids being afraid to wash their hands, that will just make you look over-dramatic and silly.

Say clearly what you want - a partial refund, an apology for bad customer service, a voucher etc? Set a deadline for response- 2 weeks is reasonable.

If your injuries have no lasting effect (doesn’t sound like they do) then don’t make ridiculous demands. Explain how you felt your holiday was impacted but don’t exaggerate. You wouldn’t get much at all if you took it to court but they should be willing to offer something to offset the effect on your enjoyment.

Did you take photos?

What would the travel insurer be doing? Unless she had any immediate medical costs to pay they have no role here.

What do you expect to happen? My child had the tip of her finger sliced off by a metal door closing on it in a train - we had to go to hospital where she was operated on which incurred an overnight hotel plus we missed our connecting train ( it to mention her trauma at 5 years old). The next train (different operator) fortunately honoured our tickets the be t day. I spoke to our insurance company and they said the expenses incurred were under our excess and as there were no loss of earnings that was that.
The train operator sent her a stuffed teddy as an apology!
The hotel is arguably at fault (you’d have to show they could have predicted the sink falls, which I don’t see how they could) but they did move you and comp you a meal. Your injuries are not serious enough - you do not have to stay in hospital and they are not permanent injuries.

@HotCrossBunplease Tbf I did assume OP had visited a doctor. Maybe not!

You need to make a complaint and contact your travel insurers. Did you seek medical attention?

What do you think her travel insurers will do?

If the injury was so bad as to affect her enjoyment of the holiday or need for cancellation of pre-booked activities, some policies may offer compensation, assuming the TO or hotel won’t/don’t. It needs evidence of having sustained the injury, its assessment by hcp and following complaints processes.

Do you have an example of a policy wording that offers such cover?

i don’t have a live policy to check and it is moot since op has not confirmed if they may have travel insurance.

My policy covers pre-booked activities and travel amongst other things if I’ve had to seek medical treatment and can’t attend or travel.

Why do you need the exact policy wording? It won’t help the OP

Hi all

Thank you so much for your replies. I did take photos and lucky enough both myself and my sister who came with us work for the ambulance service, so we dealt with my injuries.
I don't even want compensating to be honest, I just want them to take it serious as the designs of them sink basins are clearly not safe and all I can think about is if another one comes out and it lands on a child.

I am asking because I think that it’s important to make sure that people understand that most standard travel insurance policies will not cover them in this situation. It’s a waste of time and energy taking this to a travel insurer when the correct course of action is to take it up with the package holiday provider.

The last policy I took out provided personal accident cover for permanent disablement only- the wording is attached. And even that is subject to a limit of £50k, which would not touch the sides in a full loss of earnings claim. The balance would have to be claimed from the holiday provider.

OP has said quite clearly that the effect of her injury was to diminish her enjoyment of her holiday. She has not mentioned any medical expenses or prepaid activities that she was unable to attend. That is not a loss that travel insurance generally covers.

I’m not saying that it’s not worth having a quick look at the travel insurance policy, but I’d be extremely surprised if it provided any sort of useful cover here.

Have a look at Package Holidays regulations. The seller of said package is liable for negligence throughout the supply chain.

Right 🤣 ok. No, jet2 are not going to make the hotel change them sinks

What's funny?

You would be better to ask Jet2 to inspect the accommodation to ensure the property is to a sufficient safety standards for their company to sell.

https://www.jet2holidays.com/essential-holiday-information#essential6

The reality is that they will not get the sinks changed out but they can check to see they are properly fixed in place.

I'd also leave a review on TripAdvisor etc with the specific issues so if there's a pattern of these safety issues then other travellers can spot it. Check what's already written on there too - it's how I found out the Hilton I was in had had several shower doors fall off and hit people when they tried to say I was the only one (and implying I'd done something wrong).

You started off by wanting to take it further because people were apparently glaring at you. Not sure why they would unless you were ruining their holiday? And you were limping around etc.

Suddenly you are only bothered about if another sink randomly falls on a child.

Come on love 🤣 you want a refund