“They showed no humanity”. Stéphane (not his real name) passionately recounts the ordeal he faced during his vacation in Egypt. After suffering an accident, he felt abandoned and cheated by his hotel. What should one do in the event of illness or an accident while abroad? How can one prepare before leaving, who should be contacted in case of need, and how should one react?
Stéphane (not his real name) chose to go on vacation at the end of May, wanting to enjoy the sun and the sea. He selected Hurghada, a seaside resort in Egypt.
The four-star hotel he stayed at offered various activities for its guests. He opted to book one activity each day to fully experience what the location had to offer. The first was an equestrian activity: a horseback ride.
When the entertainment manager assigned him a horse, Stéphane felt uneasy. He sensed the horse’s nervousness and noticed it was injured. He requested a different horse, but the manager refused.
After a few minutes of walking, the organizer of the activity suggested that Stéphane gallop with the horse. Stéphane, unwilling to do so, declined the offer. “The terrain was not suitable for galloping,” he explained.
However, his assistant disagreed and ordered the horse to start running. During the gallop, one of the stirrups tore, causing Stéphane to be thrown off the horse. He fainted upon hitting the ground.
“The person in charge of the activity left me for dead on the ground. According to witnesses who helped me, I was shaking, unconscious, and bleeding on the sand.” When he regained consciousness, a taxi driver offered him something to drink and took him back to the hotel.
Upon his return, Stéphane hoped to receive help. However, the reality was starkly different: “They took me to a hospital that demanded 50 euros for a bandage and 1,000 euros for an X-ray while I was barely conscious.” He was indignant.
Feeling dejected, he returned to his hotel room. “I was left to fend for myself; no hotel staff came to check on me. Even the manager admitted he saw me leave in good health and return bleeding,” he noted.
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In the two days following his accident, other tourists cared for him and brought food to his room. When he was preparing to leave, no employee offered assistance; on the contrary, “I could barely walk, and the staff mocked me,” Stéphane reported.
When he shared his experience with the hotel manager, the response was dismissive. “He tried to evade any responsibility by urging me to sign a document in English, even though I don’t understand the language. They wanted my insurance to cover the costs, not the hotel’s.”
Upon returning to Belgium, Stéphane visited the emergency room. After thorough evaluations, doctors informed him that he had an infection, multiple rib lesions, inflammation in his left ankle, and required a splint on his right foot. He also needed a full-body MRI to identify any additional issues that had not yet been diagnosed.
Disappointed, Stéphane hopes that this unfortunate incident does not befall other tourists. “They tried to extract money from me for treatment. The hotel was eager to evade responsibility; they displayed no compassion,” he concluded.
What to do in case of an incident abroad?
To prevent potential complications while traveling abroad, it is essential to thoroughly prepare for your stay.
Before departing, in addition to confirming that your identity card is valid, it is crucial to review the conditions of the health insurance applicable in the countries you will visit.
Generally, Belgian insurers are active in Europe. The European Health Insurance Card covers medical expenses within the European Union.
If the destination lies outside Europe, it is advisable to purchase travel insurance to ensure that incurred costs are reimbursed later.
In the event of an incident once you arrive, the first step is to contact emergency services, the police, the fire department, or local emergency responders. They will assist you and document the incident. Some insurers also provide emergency medical assistance numbers for use abroad.
Regardless of the situation, it is advisable to keep your travel insurance provider informed. Nevert Degirmenci, spokesperson for Assuralia (the professional insurance industry federation), explains: “The insurer has contacts worldwide and can guide individuals from Belgium to a hospital or suitable doctor for treatment.” She emphasizes that insurance coverage does not apply if the injured person opts for a private clinic.
After the incident, it is vital to gather as much information as possible regarding the accident and retain invoices, prescriptions, and proof of payment for later submission. “It is crucial to collect evidence promptly and to establish negligence on the part of the hotel, alongside documenting the damage and the cause-and-effect relationship,” advises Lisa Mailleux, spokesperson for Test-Achats.
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Lisa Mailleux emphasizes that this is “a classic liability case not connected to the travel contract” signed with the agency through which Stéphane booked his stay. She also noted that she had not received any similar complaints about the company.
In a response to our inquiry, the agency that Stéphane used provided details regarding the protocol for incidents: “If issues arise on site, customers can fill out an online complaint form. The local agent can intervene directly. If travelers have already returned, they can inform us of the situation so that the local agent can investigate and ensure it does not recur.” Stéphane is now aware of what steps to take to warn future travelers.
Upon returning to Belgium, all documents related to the accident must be sent to the insurance company to obtain reimbursement for expenses incurred abroad.
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What to Do in Case of Illness or Accident While Traveling Abroad
“They showed no humanism”. Stéphane (not his real name) furiously recounts the ordeal he experienced during his vacation in Egypt. Victim of an accident, he felt abandoned and ripped off by his hotel. Understanding what steps to take in case of illness or accident abroad can make a significant difference. Below, we discuss how to prepare before leaving, who to call in case of need, and how to react during an emergency situation.
The Experience of Stéphane: A Cautionary Tale
Stéphane decided to go on holiday at the end of May, hoping to enjoy the sun and the sea in Hurghada, a seaside resort in Egypt. He chose a four-star hotel that offered various activities. He planned to participate in one each day to maximize his experience.
His first activity was an equestrian ride, but Stéphane immediately felt unease when he was assigned a nervous and injured horse. Despite requesting a different horse, his concerns were dismissed by the entertainment manager. Shortly into the ride, the attendant insisted they gallop, an idea Stéphane rejected due to safety concerns about the terrain.
Despite his protests, the horse was urged to gallop, resulting in Stéphane being thrown off and losing consciousness upon impact with the ground.
The Aftermath of the Accident
“The person in charge of the activity left me for dead on the ground,” Stéphane recalls. He was found by a taxi driver who offered assistance and took him back to the hotel. There, he hoped for medical support but faced indifference instead: “They took me to a hospital that asked me for 50 euros for a bandage and 1,000 euros for an X-ray while I was barely conscious.”
Feeling abandoned, Stéphane received care from other tourists for the following two days as hotel staff continued to ignore his situation. “I could hardly walk, and I was mocked by the staff,” he testified. This raised serious concerns about the hotel’s lack of responsibility and care.
What Steps to Take After an Incident Abroad
1. Prepare Before You Leave
To minimize potential difficulties while traveling, adequate preparation is crucial:
- Ensure your passport and any required documents are up to date.
- Review your health insurance policy to confirm coverage details, especially outside your home country.
- Consider obtaining travel insurance that includes medical assistance.
2. In Case of an Emergency
When an incident occurs abroad, follow these steps:
- Immediately call local emergency services, whether it’s the ambulance, police, or fire brigade.
- Gather as much information as possible about the incident.
- Contact your travel insurance provider for guidance.
Understanding Healthcare Systems Abroad
It’s essential to familiarize yourself with the local healthcare system:
- In many European countries, the European Health Insurance Card (EHIC) can be used to access healthcare services.
- In other continents, private health providers may require immediate payment, so having travel insurance can relieve financial stress.
The Role of Travel Insurance
Insurance companies can assist travelers in emergencies, providing access to local hospitals and medical services:
Nevert Degirmenci, spokesperson for Assuralia states: “The insurer has contacts worldwide and can guide travelers to appropriate medical facilities.”
Collecting Evidence and Reporting the Incident
Documenting Your Experience
After an incident, it’s imperative to:
- Document the situation by taking photos of injuries and the scene of the accident.
- Keep all invoices, medical prescriptions, and proof of payment.
- Gather witness statements to corroborate your account of events.
Contacting Your Insurance and Relevant Authorities
Communicate with your insurance company as soon as possible. They can assist with filing claims and understanding the protocol:
Lisa Mailleux, spokesperson for Test-Achats, emphasizes that documenting negligence and injuries is crucial for a successful claim.
Case Studies and First-Hand Experiences
Lessons from Stéphane’s Experience
After returning to Belgium, Stéphane visited the emergency room, where he learned he had an infection and various injuries. This experience left him both physically and financially drained:
“The hotel wanted to avoid any responsibility; they showed no humanity,” he concluded, highlighting a significant failure in customer care.
Practical Tips for Travelers
To ensure safety and well-being during your travels, consider these tips:
- Check travel advisories for your destination.
- Research local emergency numbers and contact information for your country’s embassy.
- Always keep a copy of your insurance policy and important contact numbers accessible while traveling.
- Engage with travel forums and communities to learn from others’ experiences and recommendations.
What to Do After Returning Home
Once you are home, it’s critical to:
- File a claim with your travel insurance, providing all documentation collected during your trip.
- Notify the travel agency you booked through about the incident, as they may offer support or compensation options.
- Consider leaving a review of your experience to inform other travelers.
