kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | OR Tambo | COUNTRY | South Africa |
| TIME / DATE | 09:39 Thu 2 Feb | PERSON RESPONSIBLE | |
| CUSTOMER | rachelle.brasler | View all reports by user |
 0
1
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| PROBLEM | Bad Attitude |
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| INCIDENT | Thu 2 Feb | ||
| HEADLINE | 1 Bag per check in policy |
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| This morning I had the misfortune of checking in for a Kulula flight. I had uphill from check in staff due to having more than one item to check in. Having read the bagage section of the "Important Travel Info" the following is stated: "Take the one bag challende of 1 free bag weighing up to 20kg at check-in. Any bag with a weight over 20kg will be charged a "heavy bag" fee at the airport." In my ...interpretation this means that should your bag weigh over 20kg you will need to pay extra. The two items I was checking in did definately not weigh more that 20 kg. I suggest making a stronger point of stating that you are only allowed to check in one item as I am cofident that I am not the only person who fell fictim to this. The check in assistant was not helpful but rather defensive in explaining this point resulting in me feeling violated as a customer #disgusted | |||
| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 11:52:12 | Thu 2 Feb 12 |
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Hello rachelle.brasler, Thank you sharing your concerns with us. kulula.com has recently introduced a new baggage policy; our new baggage policy was released on the 11th Nov'11, tickets purchased after the 11th Nov'11 will be subject to the new piece and weight baggage policy. The policy had been brought about by the Piece and Weight concept that other global airlines are abiding by. You are allowed one piece of hand luggage at 7kgs as well one piece of check in luggage at 20kgs, any additional luggage pieces will be charged for according to the new baggage rates. We would like to apologise for the manner in which you concerns were handled by our staff. When a lapse such as this occurs, the Customer Services Manager will be informed of your experience and will address this with the staff that were in duty and the necessary remedial actions will be taken. Our marketing team will relooked at the new baggage policy wording on our website as well as our important travel info section. The necessary changes will be made if required. We thank you for bringing this matter to our attention and do apologise for any inconvenience and frustration caused by our new policy. Bye for now Bronwyn |
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