Hello,

my family wanted me to help write a complaint letter but I don't know who to direct it to, since I don't know who dropped the ball so I was hoping for some advice. My grandma is paralyzed on one side of her body and when she was flying Scoot from Sydney to Changi they assured her that a wheelchair would be waiting for her when she landed. It took nearly an hour after landing for someone to bring a wheelchair to her, and supposedly Scoot's crew did try calling for someone to bring one.

My questions are:

• Is this a normal wait time for a wheelchair?
• Is this normal for Scoot? (never flown with them before)
• Can Scoot arrange for a wheelchair while she was in Sydney? Or did they have to wait until she touched down in Changi first?
• Do I address to Scoot, Changi or both?

Don't know where to start, can someone point me in the right direction please?