PN
Pieter N
1 reviews | Active since Dec 2015
20 Dec 2015, 19:13
Disregard for customer needs
When booking a flight for my 95 year old mother we were told that we could only apply for wheelchair assist 24 hours before the flight on Tuesday (22 /12) We contacted them today only to be told there is no wheelchair assistance available. We then suggested that she brings her own wheelchair to the airport but were told that there would be no staff to push her to the aircraft. I find this lack of trying to find a solution and cooperaion totally unacceptable.
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Kulula.com's replyOfficial
21 Dec 2015, 08:38Hello Pcnel4,
I am sorry to learn of the inconvenience caused to you and your mother whilst using our service.
All special needs requests must be made at least 24 hours prior to flight departure and passengers with special needs need to check-in 90 minutes prior to departure. We are only allowed to assist a certain amount of special needs passengers onboard our flights due to operational reasons. By the time you called to request the wheelchair assistance for your mother, we had already reached our limit and unfortunately could not assist your mother with wheelchair assistance.
Taking care of our special needs customers is important to us and we take this matter seriously by investigating every event to improve our services. I am sorry that you were given the incorrect information. For more information, please check the kulula.com website.
Thank you for allowing me this opportunity to explain.
Yours Sincerely,
Nazley -CR
I am sorry to learn of the inconvenience caused to you and your mother whilst using our service.
All special needs requests must be made at least 24 hours prior to flight departure and passengers with special needs need to check-in 90 minutes prior to departure. We are only allowed to assist a certain amount of special needs passengers onboard our flights due to operational reasons. By the time you called to request the wheelchair assistance for your mother, we had already reached our limit and unfortunately could not assist your mother with wheelchair assistance.
Taking care of our special needs customers is important to us and we take this matter seriously by investigating every event to improve our services. I am sorry that you were given the incorrect information. For more information, please check the kulula.com website.
Thank you for allowing me this opportunity to explain.
Yours Sincerely,
Nazley -CR
Best regards,
Kulula.com's reply21 Dec 2015, 08:38
Official
Hello Pcnel4,
I am sorry to learn of the inconvenience caused to you and your mother whilst using our service.
All special needs requests must be made at least 24 hours prior to flight departure and passengers with special needs need to check-in 90 minutes prior to departure. We are only allowed to assist a certain amount of special needs passengers onboard our flights due to operational reasons. By the time you called to request the wheelchair assistance for your mother, we had already reached our limit and unfortunately could not assist your mother with wheelchair assistance.
Taking care of our special needs customers is important to us and we take this matter seriously by investigating every event to improve our services. I am sorry that you were given the incorrect information. For more information, please check the kulula.com website.
Thank you for allowing me this opportunity to explain.
Yours Sincerely,
Nazley -CR
I am sorry to learn of the inconvenience caused to you and your mother whilst using our service.
All special needs requests must be made at least 24 hours prior to flight departure and passengers with special needs need to check-in 90 minutes prior to departure. We are only allowed to assist a certain amount of special needs passengers onboard our flights due to operational reasons. By the time you called to request the wheelchair assistance for your mother, we had already reached our limit and unfortunately could not assist your mother with wheelchair assistance.
Taking care of our special needs customers is important to us and we take this matter seriously by investigating every event to improve our services. I am sorry that you were given the incorrect information. For more information, please check the kulula.com website.
Thank you for allowing me this opportunity to explain.
Yours Sincerely,
Nazley -CR
Best regards,