Unacceptable treatment of injured passenger

<p>Yesterday I arrived at Cape Town International Airport an hour and a half before my scheduled flight. I was met by a ridiculously long queue at check in which must have been at least 100m long. I joined the line, however after a few minutes called one of your staff members over and informed them that I was on crutches due to two significant injuries and that I was unable to stand for a considerable amount of time as I experienced pain. I then asked whether they could assist me in any way. The staff member asked what flight I was checking in for and then informed me that they were unable to assist me as they were busy with the earlier flight at present and that I should therefore continue standing in line.</p> <p>After a while I called another airport employee and informed them that I was in pain and therefore unable to continue standing. They asked whether I had booked special assistance for my flight and when I informed them that I had not I was told that Kulula would then be unable to assist me. This was even after I made it extremely clear that my health had taken a turn for the worst between booking for my flight and actually flying. I continued to stand in line. When I finally reached the check in counter (45 minutes later and in a great amount of pain) I was expected to place my own luggage on the conveyor belt. After having been checked in, and not once offered assistance, I inquired as to where I could report the treatment I had received up until this point. An email address was scrawled on a piece of paper and I was dismissed. I then asked if it was possible to receive assistance onto the plane and a wheelchair was organised for me.</p> <p>After having been fetched I was wheeled to the gate where boarding for my flight would begin. I waited a great deal of time with another passenger who also required assistance- so much so that we eventually had to ask a staff member whether they had actually remembered us. Soon afterwards we were taken out to the plane and boarded. All other passengers had boarded before we had and the logistics of boarding a full flight as an individual who requires assistance was an absolute nightmare. Once seated we were informed that there was no fuel in the plane and we were required to wait 2 hours on board before we were able to take off- a situation beyond Kulula's control but a cherry on top of my day nonetheless. </p> <p>Once I had landed at OR Tambo I asked to speak to someone from Kulula who would be able to assist me with my complaint. I was once again given an email address.</p> <p>This morning I began to write my email only to realise that Kulula's staff members had given me two completely different variations of the same email address. I was therefore left with no choice but to phone the company only to be told that they could not deal with my complaint and that I must write an email. A completely different email address was then given to me, making me question whether their staff are in any way equipped to deal with complaints of any nature. An internet search also revealed that I am not the first to complain about unacceptable treatment of assisted passengers. Extremely disappointed in this airline. </p> <p> </p>