complaint

Complaint

To whom it may concern,

I am writing this letter in order to state my great disappointment with how I have been treated in a discriminatory manner telephonically by Kulula call centre operator and supervisor . On the 19th of September 2017 I contacted the Kulula call centre to inform Kulula that I require assistance in embarking and disembarking the plane as I had a surgery recently and am temporarily wheelchair bound. Upon which the Kulula representatives informed me that I would require my surgeon to complete documentation that is to be provided by Kulula for allowance to embark onto the plane. If this document was not completed by my surgeon. The Kulula supervisor informed me if I did not produced the documentation prior to boarding I would be denied boarding the flight as I am in a wheelchair. I suggested to the Kulula supervisor that this exception had not been provided in the terms and conditions or prior to booking my flight. To which he kept repeating his statement that it is law to complete this documentation and that I would not be allowed to embark on the flight without providing the documentation as he has recorded my situation on his system. I informed the representative that I have flown on multiple occasions prior to this flight with Kulula being wheelchair bound and it had never before been an issue before. Once again the only answer I was provided with was repeating the “law” statement as before.

The fact that this was only communicated to me upon my good will of informing Kulula of my situation and subsequent to that information being told I would require my surgeon who is a specialist to complete the requested information a day before my flight is simple unachievable. My surgeon’s appointments are made at least a month prior to visit as to the nature of his practice and surgery schedule.

However I did everything in Power to get the Documentation completed by Surgeon and luckily succeeded at night before my flight at 19:30 , this I am also saying that in my situation that I had to arrange help with me being a wheelchair and for someone to assist me in actually going to my Dr and getting the documentation , only to find the next morning whilst booking in at the Kulula counter at O.R Tambo that they did not even ask for any documentation after I was told that I will not be able to embark unless I have this documentation.

Kululas conduct in this matter has been carried out in a condescending and un-accommodating way.

I was also forced into another position to pay double for a flight change as the call centre agent was so *********** and book the same flight twice and upon that of her mistake, was incredibly rude to me.

Urgent feedback is required to say the least. No one has contacted me thus far upon my request on that day for a representative call me first thing that next morning concerning the urgency of matter.

Regards,

Cherise Elphick