“I received another email from Volotéa on Monday evening asking me to send documents for their insurance which I have provided four times, I am being driven while my daughter needs this stroller for daily living. » Sandy Rodriguez is desperate. The mother who lives in Mazamet (Tarn) has been fighting for two months with the Spanish low-cost airline to get a replacement for her daughter Victoria’s medical stroller, which was badly damaged during a flight between Rennes and Toulouse.
This 2 year old girl has suffered from motor defects since birth at six years of pregnancy. The theft occurred after undergoing intensive treatment in Saint-Malo. To finance the special stroller, worth 7,400 euros because it was custom made, the family founded the association Les Petits pas de Victoria and organized garage sales, pétanque tournaments, lotteries and other raffles for a year and a half.
The gurney was in the trunk, well packed and declared medical equipment. “Before boarding the plane, I completed all necessary medical clearances,” said Sandy Rodriguez. Arriving in Toulouse, I saw a wheel on the carpet and saw that the stroller was broken. According to experts, there were 18 points of damage, including twisted wheels, broken footrests, torn rear blocks, 37% bent chassis, and lost tablets used for eating or doing activities. Considering the amount of time we spend stating everything, that’s absurd! »
The company expressed its sympathy
Despite numerous calls, photos and emails, Volotea refused to reimburse the cost of the stroller. Without him, Victoria’s daily life, punctuated by physiotherapist, orthoptist and speech therapy sessions, has become an obstacle course. While waiting for their request for reimbursement to be processed by the company, her family rented a similar stroller, which was less adapted to her disability. After three weeks of use, Victoria began to develop scoliosis, requiring weekly follow-up with a chiropractor.
On Thursday, Victoria and her family had to fly again, forcing them to rent a regular pram and incur additional expenses. Her mother was also concerned about the three to six month waiting period after which a new medical gurney could be ordered. On Tuesday evening, Volotea told her that rental of a replacement stroller would be covered. The company expresses its full sympathy to Victoria and her family for the situation they are experiencing and ensures that it is fully committed to providing the best service to all its customers and especially to those who have special needs.
“We fully understand the emotions and challenges Victoria and her family are facing and we sincerely regret the distress this situation may have caused,” he said. As soon as the incident was notified, the file was handed over to the authorized insurance company, which is currently processing it according to planned procedures. This file is classified as a priority and must be monitored closely by our team, in close coordination with the insurance company, to move it forward with the greatest possible diligence.”
After receiving an official response from the insurance company, applicable reimbursement terms will be determined and the family will be notified, the company continued. Volotea claims it will be closely monitoring the matter and will keep passengers informed of any developments.
