kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | Online | COUNTRY | South Africa |
| TIME / DATE | 13:39 Mon 16 Jan | PERSON RESPONSIBLE | |
| CUSTOMER | Petri1 | View all reports by user |
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1
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| PROBLEM | Incompetence |
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| INCIDENT | Sat 24 Dec | ||
| HEADLINE | Bad business practices or incompetent staff |
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I have sent [URL Removed] a complaint letter through their website. After the second try I received a response (9 January) that the matter were forwarded to the relevant department. I am still waiting for their reply. This is the complaint I wrote: After consulting the [URL Removed] website, indicating a change from 10 to 20kg for an infant, I packed accordingly. Whilst checking in at OR on the 24'th, I were told to pay R150 for the excess. I queried this at the Kulula counter, but were told that my booking were made before the policy became effective. I were referred to a printout of the policy change indicating that the new policy will be effective from 1 November. Nowhere is it indicating what the effective date exactly mean (booking date or check-in date). On the website, NOTHING is mentioned regarding effective date. I feel CHEATED, and hope this is only miss communication. Kulula's whole "no thrill's plain and clear' business practises is tarnished by this. It is only good practice to give the customer the benefit of doubt when there is any disputes. |
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| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 15:14:16 | Mon 16 Jan 12 |
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Hello Petri1, Thank you for getting in touch with us. Our new baggage policy was released on the 11th Nov'11, tickets purchase after the 11th Nov'11 will be subject to the new piece and weight policy. Tickets purchased before the 11th Nov'11 will still follow our old policy. The policy had been brought about by the Piece and Weight concept that other global airlines are abiding by. We do understand there is a great deal of confusion regarding our new baggage policy. We thank you for bringing this to our attention. Kindly refer to your personal emails for further details. We do apologise for any frustration caused. Bye for now Bronwyn |
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| CUSTOMER'S FEEDBACK | Petri1 | Time and Date | 07:32:10 | Tue 27 Mar 12 |
| Indifferent: Only after complaining on hellopeter were my complaint promptly handled. That surely tells a story by itself. | |||
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