'EasyJet stopped our son, 11, from flying back home leaving us stranded abroad'

27 July 2023 , 21:29

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Vinnie Kilburn, 11, and his family are stuck in Turkey after he broke his leg at the hotel swimming poo (Image: Tom Kilbur/LeicestershireLive)

A family have been left "anxious and scared" after a son, 11, who broke his leg on holiday was not allowed on an easyJet flight home - leaving them stranded in Turkey.

Julie Kilburn told how her son Vinnie broke his leg at the start of their week-long break in Antalya and since then it has been "an extraordinary roller coaster of emotions that none of us have ever experienced before and will never want to go through again".

The youngster slipped and fell by the hotel pool and was rushed to hospital for treatment for the broken leg but the mum then claimed they had problems over their travel insurance. And it only got worse when Vinnie was not allowed on the easyJet plane in a stretcher as it could only accommodate a wheelchair.

Julie, from Barlestone, Leicestershire, told The Mirror: "As parents you always want to take any pain away from your child and wish you could swap places with them. It was heart breaking to hear the ear piercing screams from our child who is usually so strong. "We just thought the insurance company would realise the severity of our situation and would sort out the payment quickly so Vinnie could get the treatment he needed."

Vinnie with his leg in plaster (Tom Kilbur/LeicestershireLive)

The family claim they had to wait for Vinnie to have treatment until it was approved by their insurance company, Mayday Assistance and Holiday Extras.

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"We were taken to the hospital by ambulance and he had an X-ray to confirm there was a fracture - but he didn't have pain relief the entire time," said Vinnie's dad Tom. "The hospital refused to give him pain relief until our insurance approved it."

Vinnie was then moved to another hospital by ambulance to undergo surgery.

Tom told LeicestershireLive.: "But even then, we were kept in the ambulance outside the second hospital for an hour while they were waiting for the insurance's approval to clear.

"He was kept in overnight to see if he needed surgery, but they decided against it and we were told he would be released. But we were told that would happen at 10am and we only ended up actually leaving and getting back to our hotel at 7pm."

The Kilburn family pictured (Facebook)

Vinnie's parents were told that their son would need to go to another hospital and get his cast reduced down for the flight home but when doctors checked Vinnie's leg, they decided surgery was needed immediately to correct his tibia, putting in metal splints and screws.

Vinnie was kept in the hospital for a few more days and the family made plans to fly back on July 23, but they were told at the airport that he couldn't travel on the plane.

"We feel like things could have and should have been handled a lot better," said Tom. "You take out travel insurance to ensure that if the worst happens you're covered and can depend on receiving the treatment and support you need. But we just feel failed by them.

"It's a miserable end to what was meant to be a relaxing time away. Not only that, but we're desperate to get Vinnie home to get checked over by NHS doctors and ensure his rehabilitation starts as soon as possible. He's a promising rugby and football player and I worry that the longer this drags on, the harder it will be for him to recover. But we've been left in limbo."

Vinnie is a talented football and rugby player (Facebook)

The dad added: "We just want to make people aware and be careful about the pitfalls of insurance as well as the delays and impact it can have on healthcare, especially in Turkey." A fundraising campaign page has since been set up to 'help bring Vinnie home'.

Finally the family have had some positive news that Vinnie can be flown home using an air ambulance. Julie told The Mirror: "After feeling totally let down by Mayday Assist, we have received some fantastic news this afternoon that Airlec Air Espace (air ambulance company) have collaborated with Hearts First Ground Ambulance and are repatriating us home in the air ambulance.

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"The director of aviation, Daniela Wilson of Airlec was approached by a mutual friend of ours and then saw our Facebook story. She said they are 'helping a child in an extraordinary situation to get back home in a safely manner and under no added stress'."

A spokesperson from Holiday Extras told LeicestershireLive: "Holiday Extras takes all claims of this nature extremely seriously and has been working with the underwriters of the family's policy and their medical assistance provider, Mayday Assistance, to find the appropriate solution for this complex case as quickly as possible."

A spokesperson for Mayday Assistance's underwriters reportedly said: "We can confirm that Mayday Assistance is in direct communication with the family and is assessing all options for them to return home safely as soon as possible."

An easyJet spokesperson confirmed that stretchers could not be allowed on flights. They said: "We are sorry that Vincent and his family were unable to travel on flight EZY2142 from Antalya to Manchester as we are unable to accept stretchers on board as stated in our medical policy and as was explained to the family's travel agent. The safety and wellbeing of our passengers is our highest priority and we always do everything we can to support passengers who may additional assistance when travelling.

"We made arrangements for Vincent to have special assistance throughout the airport and during boarding as we were advised by the family's travel agent that he was able to travel in a wheelchair, however as he would only travel in a stretcher, they were unfortunately unable to travel."

Monica Charsley