kulula.com Complaint

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SUPPLIER	kulula.com	INDUSTRY	Air Travel
BRANCH / AREA	JHB	COUNTRY	South Africa
TIME / DATE	16:00 Mon 16 Jan	PERSON RESPONSIBLE	Ground Staff
CUSTOMER	dre84	View all reports by user	6 24
PROBLEM	Not Regulating PAX	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Mon 16 Jan
HEADLINE	Allowing flyers wiht up to 4 hand held bags
Hi, Why are you allowing ppl to take up to 4 bags as hand luggage? This is not on, i have photo's of these ppl that were allowed. Now the loading is delayed because this was not monitored at Check in. At some point bags had to be taken out of the air craft and loaded into the belly of the plane. This is not on , i mean really. One bag and one personal item, end of story. I"ve seen where Mango - SAA - Velvet - BA all show clients that this will not be tollerated and they tell the PAX to book it in and they get charged for over weight. The one so to say small back, the lady could hardly carry.... This is not on. No wonder flights are being delayed all the time. Add a new kulula.com Report Inappropriate report?
SUPPLIER'S RESPONSE	kulula.com	Time and Date	10:54:11 \| Tue 17 Jan 12
Hello dre84, Thank you for getting in touch with us. All our airport staff have been advised to be extra observant with checking customers and the amount of hand luggage that allowed into the cabin. Our hand luggage allowance is 7kgs, in addition you can take your laptop, ladies handbag, briefcase and extra small personal items. With our new on line check in and self-service check-in customers don't necessarily have to go to the check-in counters to collect their boarding passes. Our gate staff and cabin crew are then requested to check the amounts of hand luggage taken on board. If too much luggage is taken to the aircraft our cabin crew have to advise customers to hand in any additional luggage. Our airports are implementing the procedure that if passengers exceed their allowance they will be referred back to check-in to check this baggage in and will pay any applicable fees. This may result in the passenger being offloaded and any expenses incurred will be at the expense of the passenger. Our airport teams are trying to avoid any unnecessary delays. We thank you for allowing us the opportunity of a response and apologise for any frustration caused. Bye for now Bronwyn
CUSTOMER'S FEEDBACK	dre84	Time and Date	08:37:01 \| Mon 23 Jan 12
Utterly Disgusted: NO I DONT THINK SO... WAS YESTERDAY AT AIRPORT, DROPPED A FRIEND OFF, SAW THE 4 - 6 BAGS ON THE 8PM FLIGHT TO CPT AND HOW THE PPL JUST CHECKED IN 1 BAG AND WALKED OFF WITH THE OTHERS.... SO HOW ARE YOU CONTROLLING THIS?