Mango Airlines
Booking for Wheelchair, Lost?

On the 31st December 2012, my mother faxed in a copy of the filled out forms requesting wheelchair assistance for her mother to the door of the plane. My grandmother is 76 years old, she is elderly and has had 4 hip replacements as well as a back operation, she cannot walk long distances and relies heavily on her crutches. We arrive at the check-in counter and query where she should wait for the assistance and the woman behind the counter looks confused and double checks the booking as we don't have the code on the boarding pass. My mom produces a hardcopy of the filled out forms as well as proof that the fax went through, the woman behind the counter speaks to her supvervisor and informs us that although we have proof that the fax went through, there is no record of it on the system and there are already the maximum amount of wheelchairs on board the flight, so the alternative is to wait until the plane arrives to ask the captain if another wheelchair can fit onboard. I don't think it is fair to make an elderly couple wait outside the departure lounge to ask if, maybe, my grandmother can receive the wheelchair she applied for. Do you think this is fair?

Company: Mango Airlines
Country: South Africa
City: Durban

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