1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.
  2. Get the Diabetes Forum App for your phone - available on iOS and Android.
    Dismiss Notice
  3. Guest, we'd love to know what you think about the forum! Take the Diabetes Forum Survey 2019 »
    Dismiss Notice
  4. Diabetes Forum should not be used in an emergency and does not replace your healthcare professional relationship. Posts can be seen by the public.
    Dismiss Notice
Dismiss Notice
Find support, ask questions and share your experiences. Join the community »

Refused extra hand luggage for insulin and pump supplies

Discussion in 'Ask A Question' started by potlots, Sep 8, 2019.

  1. potlots

    potlots Type 1 · Member

    Messages:
    8
    Likes Received:
    4
    Trophy Points:
    23
    Hi all, I am flying alone with my (will then be) 18 month old to Australia next June. I have called Singapore Airlines to check that I can have additional hand baggage allowance for pump supplies I will need for the 2 months I will be away and they have said categorically not! Has anyone else experienced this and is there anything I can do to fight it? Between my baby and I and all my pump supplies we have a 7kg allowance and that is not going to cut it! Any help would be greatly appreciated. Thanks :)
     
    • Hug Hug x 2
    • Like Like x 1
  2. KK123

    KK123 Type 1 · Well-Known Member

    Messages:
    1,526
    Likes Received:
    1,066
    Trophy Points:
    198
    That sounds disgraceful to me and I am sure it's against the Law in the UK but of course you are talking about Singapore airlines. Even so, if they are flying in and out of the UK, I wonder how they could get away with this? It's like expecting a person in a wheel chair or with a walking stick to pay extra for those items they CANNOT do without, it comes under the disability act as I'm sure you know. I would kick up a massive fuss, read all the small print on their website about disabilities etc so that you know whether what they have said is true and not the interpretation of a jobsworth, then complain to their highest authority. A bit dramatic I know but to charge you for having to take your diabetic gear on the plane with you?, it's not as if it can go in the hold. x
     
    • Like Like x 3
    • Agree Agree x 1
  3. potlots

    potlots Type 1 · Member

    Messages:
    8
    Likes Received:
    4
    Trophy Points:
    23
    Thanks KK123, that is kind of what I had in mind but didn't want to go in all guns blazing if it was just me overreacting :facepalm:

    I have seen on a post of someone having an issue with Singapore and a response came with the email address of the UK CEO so I can go down that route if needs be, someone high up needs to be made aware of the stress that puts people like us (just trying to stay alive :banghead:) under!
     
    • Agree Agree x 1
  4. Route 66

    Route 66 Type 2 · Well-Known Member

    Messages:
    146
    Likes Received:
    147
    Trophy Points:
    63
    I have sent you a private message with the name and email address of the Singapore Airlines CEO and for the UK General Manager.

    Not sure you will get anywhere with them though.

    Good L:uck
     
    • Like Like x 1
    • Winner Winner x 1
    • Informative Informative x 1
    #4 Route 66, Sep 8, 2019 at 7:35 PM
    Last edited: Sep 8, 2019
  5. DCUKMod

    DCUKMod I reversed my Type 2 · Expert
    Staff Member Administrator

    Messages:
    9,406
    Likes Received:
    5,653
    Trophy Points:
    198
    • Informative Informative x 1
  6. Emile_the_rat

    Emile_the_rat Type 1.5 · Well-Known Member

    Messages:
    227
    Likes Received:
    66
    Trophy Points:
    68
    Never heard of this, or any problems with having addition hand baggage for diabetes supplies.

    Is there any possibility to flight with a different airline? I would have switched airline if possible. Such bad service are outrageos, never heard of anything like this.
     
    • Like Like x 1
  7. Walking Girl

    Walking Girl Type 2 · Well-Known Member

    Messages:
    167
    Likes Received:
    131
    Trophy Points:
    63
    Well I know carry-ones are limited per FAA regulation in the US, but I certainly assume there are exemptions for medical necessities. Ask them if a note from your doctor is helpful maybe? Neither insulin, most pump supplies nor baby supplies should be stored in a hold. Good luck. Red tape is the worst.
     
    • Like Like x 2
  8. Mike D

    Mike D Type 2 · Expert

    Messages:
    7,349
    Likes Received:
    11,044
    Trophy Points:
    198
    This is simply a matter of dispensation from SQ @Walking Girl .... nothing more. The FAA is as much governed by its own regs as it's by the outbound airlines' policies and the arrival / departure port in question.
     
    #8 Mike D, Sep 9, 2019 at 1:38 AM
    Last edited: Sep 9, 2019
  9. Tipetoo

    Tipetoo Type 2 · Expert

    Messages:
    7,273
    Likes Received:
    10,802
    Trophy Points:
    198
    It may be possible to put some of the insulin in another bag as per the list in the quote, most of the pump bits and pieces can go in to the checked in baggage.

    https://www.singaporeair.com/en_UK/us/travel-info/baggage/cabin-baggage/
     
  10. jjraak

    jjraak Type 2 · Well-Known Member

    Messages:
    1,895
    Likes Received:
    4,684
    Trophy Points:
    178
    Am told Twitter is really set up for companies to respond to customers.

    Might be worthwhile getting on there, perhaps.
    with a small baby the mum angle would engage many as well

    Good luck finding resolution, not what you need ahead of a stressful enough journey single handed
     
    • Agree Agree x 1
  11. KK123

    KK123 Type 1 · Well-Known Member

    Messages:
    1,526
    Likes Received:
    1,066
    Trophy Points:
    198
    But it's a bit risky to separate the pump bits from the rest? Checked luggage sometimes goes missing, not often probably but it can get delayed for hours as well. I would not be happy not being able to carry all the equipment & insulin together.
     
    • Agree Agree x 5
  12. Daphne917

    Daphne917 Type 2 (in remission!) · Well-Known Member

    Messages:
    2,413
    Likes Received:
    7,278
    Trophy Points:
    198
    I agree - it’s safer that all medical supplies are kept with the passenger - therefore if there is any delay, change of flight, loss of luggage etc at least their health isn’t compromised due to not having the right medicines etc. Even when we go on the ferry to The CIsles or on a c4uise from Southampton our pills are with us in the rucksack. My friend was stuck at Schipol airport during the hot weather for 3 days on her way to South Africa and she put most of her pills in the hold - she gave up and came home after 2 cancelled connection flights but her luggage hasn’t turned up yet!
     
    • Informative Informative x 2
    • Agree Agree x 1
  13. potlots

    potlots Type 1 · Member

    Messages:
    8
    Likes Received:
    4
    Trophy Points:
    23
    This is something that terrifies me because I am visiting my Dad for 2 months and need a lot of supplies plus it's not like I can say oh well better go home and hop on a flight :bigtears:
     
  14. HSSS

    HSSS Type 2 (in remission!) · Well-Known Member

    Messages:
    2,379
    Likes Received:
    1,361
    Trophy Points:
    198
    As a UK citizen you can been seen in Australia under a reciprocal health scheme for medically necessary things if anything unexpected occurs. Take your passport to the dr/hospital. You may need to register with Medicare. All reasonable size towns have a Medicare office you can visit to do so. Bulk billing drs shouldn’t charge you anything. Others may do so which you can reclaim at least part of the cost. It’s been a while since I left Australia but your dad or maybe someone in here living there. can direct you to more details. @Tipetoo maybe?
     
    • Informative Informative x 1
  15. TriciaWs

    TriciaWs Type 2 (in remission!) · Well-Known Member

    Messages:
    239
    Likes Received:
    159
    Trophy Points:
    83
    I have flown with several airlines and have never been refused extra hand luggage for my extensive lsit of prescription items. I do have a copy of my prescription and a generic GP letter packed with them.
    They also have to take my mobility scooter.
    This is covered under EU law, so added into UK law.

    The only exceptions I have ever heard of were to do with prescribed oxygen, and I believe even that was successfully challenged as a breach of the EU regulation.

    I cannot find anything about additional allowances for disabled passengers on their own site but:
    In addition to the 7kg bag you are allowed either a handbag or 'infant’s amenities and food for consumption on board. The total weight of these items should not exceed 6kg'
    https://www.singaporeair.com/en_UK/gb/travel-info/baggage/cabin-baggage/
     
    • Informative Informative x 2
  16. Flora123

    Flora123 Type 2 · Well-Known Member

    Messages:
    729
    Likes Received:
    496
    Trophy Points:
    123
    Two month trip is a long one but do you absolutely need everything with you on that flight? Could you carry half, and half in the hold luggage? Your infant should get some allowance for luggage and you should be allowed a handbag and one piece of hand luggage. How much do you need to carry in terms of approx size?

    They are in a tricky position as everyone tries to carry too much so you don’t want it to be offloaded. I’m surprised you actually asked. I was on a BA flight recently and everyone was asked to check in wheelie bags as the flight was rammed. One lady said she couldn’t as she had her medical supplies. They didn’t bat an eyelid and let her on with it. It was a 1hr flight!! I wouldn’t worry. You sound like you’ll be on a large aircraft so hand luggage isn’t such a problem. It was probably some office person ob the phone stating the company rules. Most crew are really really flexible. Have a great trip x
     
    • Like Like x 1
    • Agree Agree x 1
  17. TriciaWs

    TriciaWs Type 2 (in remission!) · Well-Known Member

    Messages:
    239
    Likes Received:
    159
    Trophy Points:
    83
    I checked this via google and found: "SIA wheelchair agents will exercise the Singapore Airlines baggage policy where required. In economy class, customers are able to carry 1 piece of hand luggage at a weight of no more than 7kgs. Medications and other assistive items are excluded from this limit."
    http://www.reducedmobility.eu/20140...nes-disabled-passengers-assistance-guide.html

    I think the easiest way to tap into disabled support is to actually request assistance to get from the entrance of the airport to the plane? If you are escorted through security and handed over to the cabin crew it would smooth the way past any staff who do not know their own rules.
     
    • Like Like x 3
    • Winner Winner x 1
    • Informative Informative x 1
  18. Lynne C J

    Lynne C J Type 1 · Well-Known Member

    Messages:
    74
    Likes Received:
    50
    Trophy Points:
    38
    Do you have to fly Singapore Airlines? Try Quantas or other airlines, they may be more helpful. I love Quantas, they're brilliant. Good luck
     
    • Informative Informative x 1
  19. celticwoman

    celticwoman Type 2 · Newbie

    Messages:
    4
    Likes Received:
    2
    Trophy Points:
    23
    Hi, Have you sent an email to their Special Assistance Dept, I am flying to USA (with Virgin) & they are allowing me another carry on bag for all my medication including my insulin free of charge :).

    Hope you get a satisfactory response to your query.
     
    • Like Like x 2
  20. Tipetoo

    Tipetoo Type 2 · Expert

    Messages:
    7,273
    Likes Received:
    10,802
    Trophy Points:
    198
    @Lynne C J: There is no U in QANTAS the name comes from "QANTAS", an acronym for its original name, "Queensland and Northern Territory Aerial Services".

    I believe QANTAS only have a 7kg carry on bag limit as well, before they charge excess fees.
     
    • Agree Agree x 1
  • Meet the Community

    Find support, connect with others, ask questions and share your experiences with people with diabetes, their carers and family.

    Did you know: 7 out of 10 people improve their understanding of diabetes within 6 months of being a Diabetes Forum member. Get the Diabetes Forum App and stay connected on iOS and Android

    Grab the app!
  • Tweet with us

  • Like us on Facebook