Elderly Passenger Left Stranded – Missed Flight Due to No Wheelchair Assistance

I am deeply disappointed with FlySafair and the experience we had at OR Tambo. My elderly mother, who has mobility and cognitive challenges, was left stranded because the airline insists that passengers must check in first before receiving a wheelchair. This makes absolutely no sense for elderly people who cannot stand in long queues or be left alone.

Because of this failure, we missed our flight to East London.

When we tried to explain the situation, the staff were rude, dismissive, and showed no empathy. They did not consider my mother’s mobility issues, her knee problems, or her cognitive limitations. There was no urgency, no support, and no understanding.

We were forced to take a long‑distance bus instead. My mother had to sit for 15 painful hours, something that could have been avoided if FlySafair had proper systems and compassion for elderly passengers.

This experience caused us emotional distress and physical discomfort. It is unacceptable that an airline operating in a major airport cannot provide basic wheelchair assistance before check‑in.

I am requesting accountability, a review of this process, and corrective action to ensure elderly passengers are treated with dignity and care.