In a previous post, I gave 1 Time airline an orchid for their excellent service on our flight to East London. Well, our flight down was not pleasant at all. This is because the airline, in their wisdom, seated us almost in the very back row, with the window looking straight into an engine (it was an old aircraft with the engines sticking out of the body at the back). This meant that the flight was vary noisy, which I can copy with, but Eccles the Guide Dog struggled a huge amount with the noise.

So, 1 Time had earned a very large onion for doing that. However, it is cancelled out by the orchid that they earned, simply because when I emailed them to complain, I received a very detailed and comprehensive answer, as well as a direct line that I can call next time we fly. They did slightly miss the point (not that we had to be in the front row, but that we didn’t want to be by the engine – for the dog’s sake), but they did reply. So 1 Time, please keep up the correspondence with your clients, but please read the original complaint.

I have included both my original email, as well as the reply below.

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Original Email

Dear Sir / Madam

Last weekend, my wife, her guide dog and I flew for the first time on 1time airline (booking details at bottom). For the first time ever, the check in staff had already pre-booked seats for us, and they had a separate seat blocked off for the guide dog. We sat in the first row, which gave us plenty of space. The check in procedure was efficient, friendly and professional.

We have flown domestically with the dog (on other airlines) on many occasions, and this is the first time that it was automatically done. The flight up was exceptional.

When we returned, the check in staff booked off the first row for us (with a bit of a passenger re-shuffle). However when we boarded, we had been re-allocated to a row about 3rd from the back. The aircraft was one of the old DC9’s, with the engine mounted directly outside the window on the fuselage, as opposed to wing-mounted as per the Boeings.

This caused a great deal of discomfort for the guide dog (who has very sensitive hearing). We had to spend the entire flight comforting the dog (remember that this dog is used to flying). On other airlines, they always try to put us further forward where it is a bit quieter.

While it was not comfortable for the dog, it can be more serious. That level of discomfort can cause the dog to have a phobia to flying, making it far more difficult to travel.

I would like to STRONGLY encourage you ensure that you staff are more aware of the needs of guide dogs, and of the fact that you CANNOT put them so near to an engine.

I look forward to hearing your response.

Regards

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Response

Dear Craig

RE: Complaint about treatment towards guide dog.

Please accept our sincere apology and regret for the inconvenience caused to you whilst in our care.

We have logged your complaint with all departments involved and received the following feedback,

On your first flight from Cape Town to East London we used a DC-9 aircraft which allowed the crew to seat you in front as it would be more comfortable for the dog, when you returned from East London to Cape Town we used a MD 80 type aircraft which did not allow the crew to seat you in row 1, as indicated by CAA (Civil Aviation Authority) rules and regulations.

“CAA regulation and safety stipulates that no spat (special attendant pax) being obese, pregnant, children under the age of 16, wheel chair or any passenger with mental or physical disabilities are allowed to sit in emergency exits”

We do understand the discomfort of being seated right at the back and would like to offer that you contact me directly when traveling with us again. I will deal with the airport directly and arrange your seating beforehand. You can contact me on ——-@1time.co.za or 011 —–.

We look forward to welcoming you onboard our flights again, and hope your next experience with 1time will be a more pleasant one.

Thanking you