1 reviews | Active since Sept 2015
Poor treatment for elderly passenger
I am writing on behalf of my mum who travelled with Kulula on the 11th and 16th of September from Dbn to Jhb. I arranged for a wheelchair for her as she cannot walk properly. Upon arrival at the cabin, the attendant asked her to sit on the isle seat towards the middle of the plane. My mum explained that it would be difficult to walk to the middle, as she would have to let other passengers in, and it would be hard for her to get on/ of the plane. She has travelled with Mango before and they always let her sit in the front row as she has a disability. Nonetheless the attendant refused to listen to my mum's plight and my mum had no other choice but to sit down the middle, during which time she had to get up and down twice to let other passengers in. In the process she was in pain as her knee, which is the area that she has a problem with, had bumped against the seats and against people and was quite sore.<br> I am very disappointed with this type of treatment and must say that Kulula should re-look at their treatment of elderly disabled passengers.<br> I will not be using Kulula again for my mum's flights.<br> Disgusted!
Thank you for your post .
Please accept my apologies for the less than satisfactory experience your mum received whilst in our care . Customer satisfaction is important to us and your feedback plays a vital role in highlighting developmental areas within our operation. The cabin crew are unable to change seats once a passenger has come on board as the passenger manifest has already printed with the seat that the passenger had . According to IATA , this would be ******* as in the event of an emergency , this would create problems trying to find the passenger . The seat change would need to be done by the ground staff on the system prior to the flight being finalised and the load sheet being printed . The front row of the aircraft is considered an emergency exit , and passengers seated here must meet the Civil Aviation safety requirements . They would need to be able bodied adult , they must be willing and able to assist in an unlikely event of an emergency evacuation .
We do appreciate that you have a choice when it comes to who you book your flights with and do hope that you will be able to feel that you can travel with Comair again in the future.
Regards
Fazila
Thank you for your post .
Please accept my apologies for the less than satisfactory experience your mum received whilst in our care . Customer satisfaction is important to us and your feedback plays a vital role in highlighting developmental areas within our operation. The cabin crew are unable to change seats once a passenger has come on board as the passenger manifest has already printed with the seat that the passenger had . According to IATA , this would be ******* as in the event of an emergency , this would create problems trying to find the passenger . The seat change would need to be done by the ground staff on the system prior to the flight being finalised and the load sheet being printed . The front row of the aircraft is considered an emergency exit , and passengers seated here must meet the Civil Aviation safety requirements . They would need to be able bodied adult , they must be willing and able to assist in an unlikely event of an emergency evacuation .
We do appreciate that you have a choice when it comes to who you book your flights with and do hope that you will be able to feel that you can travel with Comair again in the future.
Regards
Fazila