Can anyone help? Im not sure who to write to or where to start with my complaint.
We returned from Zante on Tuesday, we stayed at the Louis Zante beach and booked with first choice.
We checked in and went to find our room, my 7 year old daughter asked if she could look out at the balcony, 'of course' was followed by SMASH! she walked straight through the glass patio doors. Literally. Straight through them. One moment she was in the room next moment shes on the balcony surrounded by huge shards of glass with blood everywhere. The entire pane just shattered.
To be fair the hotel staff were fantastic in getting her to hospital (she had stitches on her legs and feet, luckily she escaped without a mark on her face) they moved us rooms and we had to fill out an accident report with the first choice rep.
I told the rep that no warning signs on the doors were visable as they had placed the bunkbeds across the glass doors obscuring the stickers, and that why on earth is a 7 year old child able to walk through saftey glass? surley she should have just bounced straight off it?
I have a copy of the accident report and the recipts from the hospital for prescription charges etc, but who on earth do I write to about this?
Thanks.
Horrible!, but could have been so much worse 
Silly question but did you photograph the door & glass spread pattern etc., if you'd brought a piece of the glass back with you it would certainly help any claim as it does not sound like any safety glass I've ever come accross.
As an example I did a similar thing in Florida last year, walking towards an outdoor swimming pool there was (what looked like) an opening onto the pool area, of course it wasn't!. I bounced off quite niceley and apart from the embarrassment, a sore nose & lumpy forehead all was well, but I'm 6'6" and 20stone, there is no way a 7 year old could just walk through safety glass.
Silly question but did you photograph the door & glass spread pattern etc., if you'd brought a piece of the glass back with you it would certainly help any claim as it does not sound like any safety glass I've ever come accross.
As an example I did a similar thing in Florida last year, walking towards an outdoor swimming pool there was (what looked like) an opening onto the pool area, of course it wasn't!. I bounced off quite niceley and apart from the embarrassment, a sore nose & lumpy forehead all was well, but I'm 6'6" and 20stone, there is no way a 7 year old could just walk through safety glass.
I definately would seek legal advise here. Speak to a solicitor first thing Monday morning.
Mark
Mark
Sorry that I can't give you any advice. Just wanted to say how sorry I am for you. It must have been absolutely terrifying for you. This is one occasion where no matter how nice the hotel staff were, it should not have happened. You really must get legal advice. Good luck!
i also hope your daughter has recovered from this horrendous incident, my daughter is a similar age 6 and i would have been mortified if this had happened, this definitely doesnt sound like safety glass, my father in law did a similar thing in turkey last summer and because the glass didnt break he actually cut his eyebrow open as he bounced off it. i hope you got photos of the glass broken and of your daughters injuries any evidence helps, good luck with this and definitely speak to ros tomorros
You should contact Ros Fernihough first thing Monday morning. Ros is a travel law solicitor and assists our members. She will give you free legal advice.
You shouldn't try to tackle this one on your own as it's a health and saftey issue.
Ros can be reached on 01922 621114
You shouldn't try to tackle this one on your own as it's a health and saftey issue.
Ros can be reached on 01922 621114
surrounded by huge shards of glass with blood everywhere.
why on earth is a 7 year old child able to walk through saftey glass?
If the glass panel broke into "huge shards of glass" then it was most definately not "safety glass". The whole purpose of safety glass is to to shatter into millions of tiny (not huge) pieces, almost like a powder. And the stickers should of been placed on the glass panels at such a height where they can be veiwed by everyone.
I think you should pursue this matter as I would say you have a very strong case.
Thank you for all your reply's. I have sent an email to first choice telling them what has happened and that I am looking into taking this futher. I will give Roz a ring on Monday as I know she has helped other HTers in the past.
Thanks once again
Sam x
Thanks once again
Sam x
No advice to add but just wanted to say I was horrified to hear what happened to your daughter.
Definitely take it further - no way should safety glass have shards. I know she escaped without too serious an injury (altho' bad enough) but as someone else said it COULD have been worse - a lot worse! The next person might not be so lucky!
Good luck with your complaint - hopefully Ros will be able to give you advice.
Definitely take it further - no way should safety glass have shards. I know she escaped without too serious an injury (altho' bad enough) but as someone else said it COULD have been worse - a lot worse! The next person might not be so lucky!
Good luck with your complaint - hopefully Ros will be able to give you advice.
hate to have to tell you but under Greek building and safety legislation the use of toughened or laminated safety glass is not compulsory.. that is why you usually find stickers at about 2 Mt's above the floor level on patio doors and French windows
wizard
wizard
Wizard, thanks for that info.
Gixer, glad your daughter's not too injured - it could have been worse.
I think First Choice should have a safety inspector on site at this hotel within 48 hours of your first report. The likelihood is that each patio window in every room is of the same (poor) standard and the same problem may occur again - today.
British Tour Operators operate under British Law and they have a duty to their clients to provide a safe environment. They are fully responsible for the actions of their suppliers. Your complaint therefore must be directed at First Choice.
Ros is the best person to help with this but it would be nice to think First Choice react positively to the ongoing safety issue immediately.
Mike
Gixer, glad your daughter's not too injured - it could have been worse.
I think First Choice should have a safety inspector on site at this hotel within 48 hours of your first report. The likelihood is that each patio window in every room is of the same (poor) standard and the same problem may occur again - today.
British Tour Operators operate under British Law and they have a duty to their clients to provide a safe environment. They are fully responsible for the actions of their suppliers. Your complaint therefore must be directed at First Choice.
Ros is the best person to help with this but it would be nice to think First Choice react positively to the ongoing safety issue immediately.
Mike
Hi
Safety glass or not, the stickers should have been visible not hidden behind bunkbeds.
Hope your daughter is OK and not too traumatised by the accident and I hope you get the result you/your daughter deserve.
Good Luck
Regards Jackie
Safety glass or not, the stickers should have been visible not hidden behind bunkbeds.
Hope your daughter is OK and not too traumatised by the accident and I hope you get the result you/your daughter deserve.
Good Luck
Regards Jackie
*Safety* Glass does not smash into "huge shards". There are two main types of safety glass:-
(1) Laminated Safety Glass. if someone runs into this type of glass, then the panel will crack, and you will see all the cracks, but sue to the way in which laminated glass is manuafactured, the glass is held together by a thin layer of plastic built into the panel. This is how car windscreens are constructed now. Almost all UK patio doors will now be made using laminated glass.
Click Here For More Information on Laminated Glass
have a look at this sitehere
(2) Toughened Glass. This type of glass will shatter into extremely tiny pieces, almost to a powder
Click Here For more Information on Safety Glass
And some more interesting information can be found here and also here
All Public places have a duty of care to ensure that large areas of glass are clearly identified by use of stickers which in their simplest form might be in the form of a red circle. They should NOT be hidden or even partially obscured.
There is no way a child of that age would cause a pain of *safety* glass to break into large shards, no way. I used to work for a Glass & Galzing Company so I do know what I am talking about.
You have a very strong case which you should pursue.
(1) Laminated Safety Glass. if someone runs into this type of glass, then the panel will crack, and you will see all the cracks, but sue to the way in which laminated glass is manuafactured, the glass is held together by a thin layer of plastic built into the panel. This is how car windscreens are constructed now. Almost all UK patio doors will now be made using laminated glass.
Click Here For More Information on Laminated Glass
have a look at this sitehere
(2) Toughened Glass. This type of glass will shatter into extremely tiny pieces, almost to a powder
Click Here For more Information on Safety Glass
And some more interesting information can be found here and also here
All Public places have a duty of care to ensure that large areas of glass are clearly identified by use of stickers which in their simplest form might be in the form of a red circle. They should NOT be hidden or even partially obscured.
There is no way a child of that age would cause a pain of *safety* glass to break into large shards, no way. I used to work for a Glass & Galzing Company so I do know what I am talking about.
You have a very strong case which you should pursue.
bdhic
you may have missed the point.. safety glass is not compulsory in Greece
you may have missed the point.. safety glass is not compulsory in Greece
Firstly i would like to say how glad i am your daughters ok.
Safety glass or not, i think any hotel that is being booked through a British travel firm needs checking & this could happen again & again with not such a lucky escape next time.
Surely there must be standards which any British agent would insist on or at least ask for the safety film to be applied with stickering to make it obvious its a window & not an open door.
Children are excited when they first arrive at any resort (i know my own 11 year old is) but this could happen to an elderly person too with there site having deteriorated.
Please take up this case, not for compensation particularly but more to protect any other person from having a spoilt holiday/future disabilities.
Once again im so glad there was no long term damage.
Safety glass or not, i think any hotel that is being booked through a British travel firm needs checking & this could happen again & again with not such a lucky escape next time.
Surely there must be standards which any British agent would insist on or at least ask for the safety film to be applied with stickering to make it obvious its a window & not an open door.
Children are excited when they first arrive at any resort (i know my own 11 year old is) but this could happen to an elderly person too with there site having deteriorated.
Please take up this case, not for compensation particularly but more to protect any other person from having a spoilt holiday/future disabilities.
Once again im so glad there was no long term damage.
you may have missed the point.. safety glass is not compulsory in Greece
Hi, no I understand the point. I am *googling* at the moment so see if I can get anymore information on the use of safety glass in Greece. But as another HT Member has pointed out, the Tour Operator might still be held accountable as they have a duty of care to inspect their accomodation and if they had then they would not be allowing their guests into buildings where safety stickers for large areas of glass are not clearly visable. It would not be allowed in the UK. Tour Operators have *duty of care* towards their guests and I believe that the Tour Operator in this case has failed in that care.
-- pictured removed by MarkJ due to potential bandwith theft --
As you can see, definately not huge shards of glass.
As you can see, definately not huge shards of glass.
Now we have established what safety glass is, can we please get back on topic and advise/support the member who asked the question.
Thanks
MarkJ HT Mod
Thanks
MarkJ HT Mod
I have spoken to Pam from Ros Fernihough's office and she has advised that you contact Nick Harris (He's a personal injury specialist) on 0161 909 4349
Tell him you are from Holidaytruths and he will know who you are.
Tell him you are from Holidaytruths and he will know who you are.
Hi,
I work as a rep for a British TO in Cyprus and we do Health & Safety checks in all our accomodations regularly. I don't know about Greece but here in Cyprus the hoteliers are not legally obliged to fit safety glass however they must put stickers on ALL patio doors at child and adult head height to ensure that this doesn't happen. We have a duty of care to ensure that they adhere to this.
Loubychew
I work as a rep for a British TO in Cyprus and we do Health & Safety checks in all our accomodations regularly. I don't know about Greece but here in Cyprus the hoteliers are not legally obliged to fit safety glass however they must put stickers on ALL patio doors at child and adult head height to ensure that this doesn't happen. We have a duty of care to ensure that they adhere to this.
Loubychew
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