[ravmistri]

On Sunday 16 September 2012, my family checked my Mum in to travel BA flight 54 from Johannesburg to London. My Mum had a recent knee operation, and thus we requested wheelchair service (to minimise the walking).

After arriving in London, my Mum informed us that the BA assistant pushing her wheelchair had very casually bumped her the wheelchair straight into a corner. My Mum says constantly throughout the service she was very casual in the way she way pushing the wheelchair and my Mum was concerned. The wheelchair hit the wall so hard that it jerked my Mum's foot and consequently her knee back causing my Mum to scream out loud. My Mum says she has never felt such pain post knee operation. Another BA assistant rushed immediately to my Mum's aid, and tried to calm her down, and massaged her knee getting her to breathe more slowly. The original BA assistant did not even apologise to my Mum, not a single word. She didn't even acknowledge the incident.

I am utterly disgusted and outraged at this event. It is absolutely incomprehensible that BA can allow such callous behavior. Is this how BA treats the elderly? Is this the standard behavior one should expect for a disabled traveller? I still cannot believe someone could treat my Mum this way. I am absolutely shattered my Mum had to experience this alone. Subsequent to this, my Mum's knee became very tight and swollen on board. The onboard air hostess's were very helpful and gave my Mum pain killers to ease the pain. Would offering my Mum a first class or business class seat to allow her to stretch her leg and massage it have helped? Probably, but I guess the health and wellbeing of a 64 year old lady is not a high priority on BA's list, nor making up for this most unpleasant experience.

Unfortunately my Mum was too traumatised to take note of the BA assistant's name. She was a young African lady working at the BA checkin at OR Tambo International Airport from 6 pm to 7pm at which point she proceeded to wheel my Mum through security. Despite not having her name, I trust there is sufficient information to track this person down, and I expect disciplinary procedures to be opened against her.

Shocked and disgusted. Not even an apology. Despicable.