Hi,
I agree accidents happen.. As to the notion of sue or not, while it's pretty clear it was a QR employee who dropped the coffee, I'd wonder was there other mitigating factors in play at that time.. examples; turbulence, etc.
Again, the notion of 'to sue or not' is kind of complex and you'd need to know exactly what is and is not the applicable law and where or what courts would have jurisdiction.. and your costs to pursue it and probability of success and/or gains relative to the costs to pursue action.
that whole issue aside.. I do think that only from what you write the on-the-ground situation should have/could have been better managed.
You say that at the transit point QR brought a doctor.. If that was in fact what s/he was, a medically qualified and licensed practitioner, then I do think there's an issue of "Doctor's Orders" so to speak..
You don't say if you or your father asked the doctor for something else/more (and for arguments sake I will assume you DID ask) than what was done, but I do think that there is the possibility that in the doctor's medical opinion based on what s/he could see, it wasn't warranted, appropriate or the like.. and while you or your father may have wanted XX, the Doctor may not have felt it was appropriate..
Again, very situational and one where we'd have to see what was going on, etc..
Where I do see some pretty clear room for better handling on QR's part, is after he was seen by the doctor.. I would have expected that someone from QR to come over, apologize (this is different than admission of fault or liability) and more importantly, to assess the situation and see what he needed to continue to travel.. be that replacement clothes (the suit you mention I recall is QR's premium cabin sleep suit) or something..
From what you write, it sounds to me like not a whole lot was done after the Doctor's intervention, to help mitigate the discomfort from a non-medical perspective.
and, with no pun intended, to add insult to injury, they're not apparently being responsive to your communication.
This is a pet peeve of mine.. I DO think you have every right to have your issues acknowledged (i.e. we got your letter/email) in a timely fashion.. and.. that it be acted upon in some reasonable length of time.. Note that "acted upon" does not automatically mean 'get your way', only that they address your issues and get back to you with their reply, response, solution, offer, etc.. within a reasonable length of time..
and for me, unless it's something unique or requires an abnormally large amount of investigation, I think you should get your reply within 21 to 30 days tops.
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