Kulula Complaints - Kulula

My grandmother who is 80 booked a ticket from JHB to East London, she asked the lady if there were any special requirement she needs to know as she is diabetic and needs a wheel chair to help her get booked in. they said no nothing is required and that she will be helped at the airport. She arrived at the Airport just after 2pm and her flight was scheduled for 15:55 but when she arrived she was told that she has missed the flight please can you tell me how's this possible. she has to rebook and paid an additional R1500 on top of the R950 already paid.

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