poorly treated elderly/ill

Item: Kulula.com
Rating: 1

Good Day Kulula I am extremely disappointed and frustrated as a loyal customer to both Kulula/BA . Two weeks ago I book my mum , and my brother on a flight from Durban to Lanseria ( 15.30 – 16.40 ) I made all the arrangements – including wheelchair assistance Let me give you a bit of background , My mother is 62 years old , she has Parkinson’s , and has had previous hip replacements My brother , was born with mild disabilities , he cannot walk long distances I called and requested for wheel chair assistance for both of them , my mum requires some assistance with walking , as she uses a walking aid , she also takes medication at a certain time ( I was asked if she would need medication during her flight – to which my response was no – as the assumption was that the flight would be at 15.30 and then she would not require it for the hour ) ,my brother also cannot walk long distances I am really appalled at the manner in which my mother and brother were treated yesterday . They were told to be at the airport 90 minutes before departure – which was at 2pm – which they did , I had already received the first notification about the delayed flight , and had called kulula , and asked if there was anyway to move or change their flights ( Even if it meant that that was changed to OR TAMBO ) – the response I got was “ no – as we cannot guarantee that we can get you wheelchair “ – please mind me for being ******** – but A huge International airport might not have 2 wheelchairs that could be used ..???? So no assistance ….. Now , my mother and brother , were both seated in the “ special assistance “ corner for the next few hours , and no one was around to help or inform them on what was going on . My mum is on chronic medication for Parkinson disease , my brother is not always able and capable to help her , hence we request special assistance , and she needed someone to help her to get water- and no one was around ….. eventually , my mum had to flag someone down – to which a request was made??? What would have happened if she didn’t get help ??? what kind of special assistance is this ????? It is now almost 5.30 pm , you have a physically challenged and ill/elderly lady , as well as disabled man – who have been sitting at the airport for the last 3 hours - who should have actually been home in jhb . Both My Brother and myself – had got into contact with people in Durban to request assistance and only after throwing a huge fuss – did someone make the arrangement to try and get them on another flight to Johannesburg . KULULA - MY QUESTIONS TO YOU – IF WE DID NOT MAKE A NOISE , IF WE DID NOT FUSS , WOULD YOU HAVE ARRANGE THOSE FLIGHTS , WOULD HAVE MADE THOSE CHANGES ? No you would not have , if we did not contact you and demand that you make the arrangements , my mum and brother , would have only arrived in JHB , at 10 pm last night . WOULD YOU HAVE EXPECTED 2 PHYSICALLY CHALLENGED PEOPLE TO SIT THERE TILL 9 PM – FOR THE NEXT FLIGHT ? IS THIS HOW YOU TREAT PHYSICALLY CHALLENGED , ELDERLY AND ILL PEOPLE ? I am honestly really upset , frustrated and angry with the way my mum and brother were treated , and I will be very reluctant to let them fly on kulula again .

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