Trusted advisor failed to provide all critical information that lead to an unexpected expenditure of R36 350
<p>My dad had a stroke in January this year and this has left him wheelchair bound. After months of physio and OT (occupational therapy), he has regained a lot of movement in his arms and legs, but still requires assistance.</p>
<p>My brother is getting married beginning of July in Shanghai. We consulted the doctors, physio and other medical staff, and my dad was cleared for travel.<br />Tues, 31 May, I went to the Canal Walk Flight Centre to purchase tickets for my parents' travel to the wedding. Both my parents were present and I explained the situation to the agent, Vicky Pingo. In the end , we bought my dad a business class ticket and my mom and sister economy class , but booked the seats so that my dad was one row ahead of my mom and sister, so that in case he needs assistance my mom and sister are close enough to be on stand by. All payments were done on the day, tickets confirmed and we purchased travel insurance. Travel date is Mon, 13 June.</p>
<p>A week goes by without any extra communication from Flight Centre (FC), makes me believe that all is well as planned. Tues, 7 June, I receive email from FC saying that because dad is in wheelchair, we need a doctor to fill in a medical assessment. I was never told about this when I bought the tickets, but I understand why this may be required, and booked the next available appointment for Thurs morning, 9 June. The medical assessment forms were sent to them right after the appointment. This costed R450, which is unexpected to the original budget. That same afternoon, FC requested that we send blood test results. Despite the fact we really think it is unnecessary for blood tests won't explain any additional information to dad's wheelchair bound condition, FC said they need to see O2 saturation in the blood and see whether my dad needs oxygen on board, we went back to have blood tests done and sent result again that afternoon. Another unexpected expenditure of R350 for the blood test.</p>
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<p>That evening, I get call from FC saying that we need to go back for a full medical report the next morning because it is airline requirement. As it is already Friday and my dad is supposed to fly on the Monday afternoon, we had no choice but to go back to the doctor for the THIRD time and sent in the report that Friday morning. Yet another unplanned expenditure of R450. Then we heard nothing else from FC and thought that everything is now sorted.</p>
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<p><br />At 9pm on the Sunday evening, less than a day before my parents and sister's scheduled flight, FC called. Based on doctor’s report that says my dad cannot attend to his own needs, the airline decided he cannot travel alone and would need a travel companion in the same cabin class. Even though he is not travelling alone, and that my mom and sister were advised to be strategically seated just one row away, we are now told that one of them need to be in business class too.</p>
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<p>All this, after our keen effort to seek and trust FC's advice and only to be told on the eve of boarding a flight. Now we are at the critical hour of no re-planning. The choices are either:</p>
<p>·         To upgrade to business class, which is R25,000 in addition to the R10k economy ticket already paid (that's R4k extra, i.e. R35k instead of R31k if we bought business class from the start); or</p>
<p>·         To postpone flying the next day and miss all the plans we've already made, but gain time to reason this out and make an alternative plan</p>
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<p>What would you do if you were faced with these choices on the eve of your flight to an important family wedding?<br />In the end, I upgraded my mom to business class and my family travelled as per planned. But of course, not without feeling hostaged and begrudged because of the unpleasant circumstances.</p>
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<p>Now, my questions are: </p>
<p>1.       Why were we never informed of the possible scenario that we would need someone to travel with my dad in the same class?<br />2.       Why were we not given the medical assessment forms and told about the medical reports and the airline's requirements from the start?</p>
<p>If we had been properly advised, we would have done the prep work before and not have to scramble last minute with all those doctor’s appointments. Instead, FC kept adding requirements that meant we incurred unnecessary medical costs as well as time away from work for me.</p>
<p>If we were informed that we might need to buy TWO business class tickets at the start, we could have saved R4000 on the second ticket (R31k instead of R10k+R25k upgrade).</p>
<p> If we were informed that the airline could declare my dad unfit to fly because he could not attend to his own needs, we might have considered not flying until this was changed.</p>
<p>But we were not.</p>
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<p>I contacted FC and spoke to the branch manager, Jacques Krause, and received no insightful explanation and no accountability after the transaction is done. </p>
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<p>I feel that it was gross incompetence on FC part for not properly advising us on the scenarios, and then holding us “hostage” to pay for an expensive upgrade the night before my parents were due to travel.<br />As a consumer I feel highly disappointed by this service provider for which I had so much trust and hope. From a business prospective I truly wonder how they build up a positive word of mouth and stay relevant to consumers in this day and age where one can easily do everything oneself online.</p>