***r old mom placed on wrong flight by wheelchair staff

I would like to lodge a complaint regarding my 64 year old mom's first time experience flying with you. I do regret choosing you for her and her sister's first experience. My mother made use of your wheelchair service you offered her and ended up on a Johannesburg flight instead of her own whuch was flight 176 to Durban on Xmas day for 17:45. Luckily she was not traveling alone and asked the flight attendant why her sister hasn't boarded yet. She noticed that everyone was onboard except her sister and the flight attendant mentioned that they will be leaving soon. They then discovered their error and returned her to her correct flight. Had my mother flew alone she would have assumed that she was on the correct flight and would have landed in the wrong province that evening. What I struggle to understand is that she handed the wheelchair staff her boarding pass that clearly reflected her flight details, yet they managed to make this error. Surely somebody ( wheelchair staff, flight attendant, anybody) should have realised the error upon her boarding. Who was responsible for checking and verifying her boarding pass and failed to do their job effectively and efficiently? Who was in charge that should have managed all of this? Or rather failed to do so. This is truly poor customer service and your staff need to do and be better. The worst part is that I booked a return flight and she has so much anxiety about her trip home on the 16th Jan. It is even worse that I will not be with her to calm her during this experience. She is terrified. Her elderly sister who is accompanying her is also a first time flyer so they are currently both stressed about their next flight instead of enjoying this first time experience and holiday in Durban.

The fact that you did not even register an email address to manage these reviews says alot about how seriously you take your customer experience feedback which is really poor. Judging by the volume of poor reviews here there is definitely a need for you reconsider your approach to ensure you remain a profitable and successful business. I will await feedback to see how you respond to this review.