1 reviews | Active since May 2016
DO NOT FLY WITH THEM IF YOU ARE PREGNANT!!!
I really am not one to lambaste companies on social media but the disappointment that i have toward British airways is huge and i will ensure that this is placed all over social media and everywhere else where people are able to see it. Our story goes as follows. We booked our flights through Kulula from Johannesburg to King Shaka leaving on the 28th of April and returning on the 3rd of May 2016. I am 32 weeks pregnant and called before our flight to ensure that i was able to fly and that nothing was needed. Our flight was scheduled to leave at 18;05 on 28 April, we were delayed for over an hour with official communication sent to us just before we were due to fly (no communication was received before that). We had been at the airport from 15:00pm with a toddler and by 19:10 we had, had it. Nevertheless, we boarded the plane with no questions asked regarding a note for my pregnancy as well as being pushed into the priority boarding queue do that i did not need to stand in the queue - which we appreciated, and we were on our way to King Shaka. Your lack of communication from your ground staff is shocking and unprofessional. On the 3rd of May we were due to fly back at 15:10. We again stood in the boarding queue, there was a delay and the ground staff came down the line to check boarding passes, at that stage the lady checking our boarding passes did not question my pregnancy. We proceeded to climb on the plane and was stopped again by the very lady that checked my boarding pass half an hour before that questioning whether or not i am expecting. When realising i am pregnant, they refused us (me, my husband and 2 year old toddler) entry onto the plane. I was forced to make a plan and get a note from my gynae which i could not get in time before the plane left as he was at a conference and we missed the flight. Whilst waiting to see if somebody was able to make a plan to get us to the plane - hoping we could come right - your crew was already offloading our luggage with absolutely no communication and leaving us on a string with our toddler. Eventually i had managed to get a gynae note stating all was fine and i could fly. We were then taken back to ticket sales for another flight and were accommodated with a flight at 16:10 - which again we appreciated - but when boarding this flight - NOBODY asked for the note from the gynae. The problem for me here is the inconsistency between your staff members. If the note was not required for the second flight then why could we not have gotten on the original flight we were booked for and better yet - WHY COULD WE NOT HAVE BEEN STOPPED IN JOHANNESBURG ALREADY. My husband is a frequent flyer and also works for a corporate company and we have made a point of advising people not to make use of British Airways. Your ground staff are unprofessional and inconsistency seems to be the order of the day for your company. Very very disappointing British Airways!
Thank you for taking the time to contact us and for sharing your concerns .
I have investigated extensively with regards to the requirements for pregnant passengers travelling on our services :
Our website does mention that : Women from 28 weeks pregnant will need a doctor's consent form to fly. We will require confirmation from the Doctor or midwife, confirming the approximate due date and that there are no complications with the pregnancy . Women who are 36 weeks pregnant with one child are not allowed to fly and women who are 32 weeks pregnant with more than one child are not allowed to fly . With the above being said , the reason we are strict in the carriage of expectant mothers is that we cannot take liability in the event that complications arises whilst the mom is in our care therefore a doctor’s note giving approval that it will be safe for the mom to travel . This communication would need to be on a letterhead with the official practice number indicated .
I do apologise for the conflicting information provided by the staff member , unfortunately I am not fami**** with other airline policies and procedures in this regard . I am aware that OR Tambo staff did assist you accordingly , however, I have been advised by the Customer Service manager at OR Tambo that this should not have been done as King Shaka airport staff did adhere to procedure . This will be taken up with the staff at OR Tambo airport for the inconsistency to the policy .
We work hard to provide consistently excellent service at Comair Limited, and this includes unfailingly helpful, friendly and competent staff. It is obvious from your correspondence; we definitely did not meet the high standards we set for ourselves on this occasion . Staff are trained to behave in a very professional , friendly and efficient manner when dealing with customers .
A customer’s journey should be a seamless and hassle free process from beginning to end . Our aim has always been to make travelling with us as convenient and trouble-free as possible for all our travelers, I am truly sorry we have failed to do so on this occasion. In today’s competitive airline industry, customers expect the best value and service for their money. I am very grateful you took the time and trouble to write to us as you have done, as it is in this way that we can ensure that the usually high standards we set for ourselves is maintained.
Thank you for allowing me the opportunity of a response . I do understand that this does not make up for the inconvenience and frustration caused, and I hope you will give us the earliest opportunity to welcome you on board again soon and provide you the positive Comair experience you have come to expect from us.
Kind regards
Fazila Khan
Customer Relations
Thank you for taking the time to contact us and for sharing your concerns .
I have investigated extensively with regards to the requirements for pregnant passengers travelling on our services :
Our website does mention that : Women from 28 weeks pregnant will need a doctor's consent form to fly. We will require confirmation from the Doctor or midwife, confirming the approximate due date and that there are no complications with the pregnancy . Women who are 36 weeks pregnant with one child are not allowed to fly and women who are 32 weeks pregnant with more than one child are not allowed to fly . With the above being said , the reason we are strict in the carriage of expectant mothers is that we cannot take liability in the event that complications arises whilst the mom is in our care therefore a doctor’s note giving approval that it will be safe for the mom to travel . This communication would need to be on a letterhead with the official practice number indicated .
I do apologise for the conflicting information provided by the staff member , unfortunately I am not fami**** with other airline policies and procedures in this regard . I am aware that OR Tambo staff did assist you accordingly , however, I have been advised by the Customer Service manager at OR Tambo that this should not have been done as King Shaka airport staff did adhere to procedure . This will be taken up with the staff at OR Tambo airport for the inconsistency to the policy .
We work hard to provide consistently excellent service at Comair Limited, and this includes unfailingly helpful, friendly and competent staff. It is obvious from your correspondence; we definitely did not meet the high standards we set for ourselves on this occasion . Staff are trained to behave in a very professional , friendly and efficient manner when dealing with customers .
A customer’s journey should be a seamless and hassle free process from beginning to end . Our aim has always been to make travelling with us as convenient and trouble-free as possible for all our travelers, I am truly sorry we have failed to do so on this occasion. In today’s competitive airline industry, customers expect the best value and service for their money. I am very grateful you took the time and trouble to write to us as you have done, as it is in this way that we can ensure that the usually high standards we set for ourselves is maintained.
Thank you for allowing me the opportunity of a response . I do understand that this does not make up for the inconvenience and frustration caused, and I hope you will give us the earliest opportunity to welcome you on board again soon and provide you the positive Comair experience you have come to expect from us.
Kind regards
Fazila Khan
Customer Relations