Insured Oxygen Machine Broken On Flight???

My 80 year old grandmother recently flew SaFair to Cape Town after surviving three weeks in ICU and clinically dying twice. She is now dependent on oxygen. Every day.

We bought the tickets. We purchased “Medical Assist” which makes provisions amongst other things for transporting medical equipment. We Also paid for insurance. We took EVERY MEASURE to get her (and her belongings) safely to Cape Town.

The oxygen concentrator was bubble wrapped and plastered with “fragile” stickers by airline.

Upon landing and receiving machine back, two wheels are missing, the regulator valve is stuck on a setting for oxygen flow and the machine hums. She has since needed to increase oxygen flow... but has been unable to. This is potentially lethal.

I have spent over a month begging Senzi Lilelo for contact details of th relevant contact person. Every time I am told “I will speak to the right department and revert back” I have NEVER GOTTEN ANY USEFULL FEEDBACK... ONLY EMPTY PROMISES.

Another family member had some luck with Khensani Khoza, as we are all frantic over her LACK OF OXYGEN. Firstly this individual switches job title between “Damaged Luggage Officer” and “customer service agent”

I finally retained outside council. Khensani immediately contacted me, told me the airline was SUPPOSED TO make my grandmother sign a waiver for transporting her machine, but the Airline failed to do this so THEY ARE LIABLE. He sent me forms and issued instructions.

I had my grandmother up from 5am to print and complete the forms. I submitted ALL DOCUMENTS and the requested photos and info and SIMPLY REQUESTED CONFIRMATION OF RECEIPT and that all was in order.

24 hours later, with no response,I resent ALL INFO to Khensani Khoza, Ellerser Malgas, Mblai Manana, Judy Meana and Zandile Mjuleni all from The airline. I requested ANYONE to confirm receipt and if all was in order. Another 24 hours later..... no response.

Chubb insurance (their insurer) voids responsibility. Airline sent us swissport forms.

Now I sit.... frustrated and scared for my grandmothers already poor health. With no choice but to go forward with legal council and probably ombudsmen as NO ONE COMMUNICATES FOR AMICABLE RESOLUTION...?????

After paying medical assistance and insurance and them failing to make her sign a waiver.... it should of been covered.

Be VERY CAREFUL WITH THIS AIRLINE.

They could be liable for my grandmothers death with a damaged oxygen machine and lack of ANY RESPONSE!!!!!!