Mobility Wheel Chair Booking Issue

[Water]

Hi on Sunday I called Velocity Platinum to make a redemption booking Hobart - Melboure for myself and my 90 yr old Grandmother to bring her up for xmas with us, its her first trip out of the state so dedcided to treat her to business class as she is busting to spend xmas with our 1 yr old. Anyway called up to make the booking via phone due to requiring wheel chair and uplift assistance as she cant cliam the stairs in Hobart, was told that systems are down and can't make booking via phone but can make booking online then call back Monday to add the assistance.
I called today as requested and got the same person, tried to add the wheel chair assistance but was unable to, placed me on hold spoke to supervisor come back to me couldnt explain the issue but all was okay, will add as meet meet and assist and make note that wheel chair required and we will also be checking in her own chair. Got revised ticket showing meet and assistance. Just worried we will turn up at Hobart and have issues in that the her chair can be transported or something, (chair is a folding manual type). Anyone have any ideas as to why it coudnt be added, if we can expexct issues etc or what to do as want all to go smooth for her.

Thanks heaps

 

[Rhiannon]

A lovely thought to bring your grandmother in J. I am sure she will enjoy it. I travel with a (folding) walking frame and have had mostly ok experiences with assistance. I do try and get the word "wheelchair" included, rather than just "meet and assist", as that sometimes means the buggy which cannot take you all the way to your own wheelchair at the oversize luggage area. It is particularly important that they know she will require the uplift for the aircraft stairs, so I would ring again to ask for that to be noted. I always check in early to allow time for my request to be met, and generally the check in staff are helpful (at least, in SYD, my home airport, but usually elsewhere as well). I have never had a problem checking in my walking frame or wheelchair as checked luggage, but sometimes I have not been permitted to take my walking frame to the airbridge (where I surrender it to be placed in the hold). When I board, I always tell the CSM about needing assistance on arrival, and sometimes I even check shortly before landing so they can radio ahead. I am always asked to disembark last, even when in J . If there is no wheelchair to meet her on arrival, which has happened several times for me, I simply sit on board and wait. I am able to walk with my cane, but once I am off the plane, I have been forgotten, and then found there is no one close by to ask to check on the status of my wheelchair. Since she is travelling with you, however, you can chase down a passing staff member to ask for the assistance. I don't want to make it sound that bad, but I would say I have glitches about 30% of the time. Hence my strategy of ring them, ring back to check, check it is on the boarding pass, tell the CSM etc. I wish you both a smooth trip and a lovely family Christmas.

 

[KCMil]

magnum, your idea to book her into business class is excellent, I do the same with my mum and she is fully mobile, just more comfortable for her and better individualised attention.
First of all, on Sunday there was a breakdown in the IT systems at VA, not the Navitaire system fortunately, but the background systems that run the catering systems and special requests such as assistance requirements.
So they would have had troubles booking that for you. It is another reason why they are making the switch to a GDS system where one system does all.
Rhiannon's suggestions are spot on. Ring back a day or two before, and check that the wheelchair requirements are on your booking. And PLEASE, above all else, check in nice and early, means a slightly longer airport sit but with enough time any issue can be resolved. HBA I find to be a good crew and fairly attentive to more senior guests needs. And again, once on board make sure you tell your CS, as she/he will look after you in J of your requirements upon arrival into MEL.
Hope you both enjoy it, a lovely way to introduce your mum to flying interstate.

 

[Water]

Thanks for the advice, will call back a ciuple of days prior to reconfirm, thought it was odd could put meet and assist on booking but not wheel chair! had a thought is there a max mumber of wheel chair assist passengers allowed per flight and this is why the optin wasn't showing for them to add especially since Hobary requires uplift assitance, I hope to god they dont dent us boarding!!!!