The Manager,

On January 12, 2010, I used Ethiopian Airlines to travel back to Bombay, India. My Mother, Sister and I were booked on the flights ET873 to Addis Ababa and ET610 to Bombay, India.

I had booked my tickets in Bombay via an agent and requested for a wheel chair for my mother during transits, since she is a patient of pulmonary hypertension and cannot walk much (Not even on boarding and off boarding from the plane).

Upon arrival at the Addis Ababa airport at approximately 8:25PM on January 12, 2010, we were supposed to take the connecting flight to Bombay (ET610), we discovered that the personnel refused to give us a wheel chair. He asked me for medical papers and wanted a proof for requesting the wheel chair. Is the Ethiopian crew so dumb, that they ask for a Medical Proofs? Even after the same is clearly mentioned on the boarding pass? My Mother’s boarding pass clearly mentioned “VGML WCHRE” and the same was shown to the crew member. Are ill passengers required to carry medical papers on vacation?

Sadly, my mother had to walk the entire route and board the ET610 Airplane. I tried approaching the ground staff of Cloud 9 as well, after I had been waiting for several minutes, I had to explain my problem to her several times because she did not seem to be listening and therefore asked me the same questions repeatedly, however she offered us no further explanations and stated “All I can do is let you in first”. Is this the kind of customer service your staff provides? How will it help an ill person if you let her in first? The problem here was not getting in first, but walking to the plane. Needless to say, I was quite frustrated.

From our experience, this situation was a dramatic letdown from the superlative service that we usually receive from Ethiopian Airlines.

I expected a much higher level of service from your Airlines, and I am very disappointed. I will be informing my friends and family about this experience and even post it on some blogs.

If I don't hear from you, I will report you to the appropriate regulatory agencies.

Sincerely,
Ayoob Bhiwandiwala.