kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | johannesburg | COUNTRY | South Africa |
| TIME / DATE | 23:01 Thu 12 Jan | PERSON RESPONSIBLE | Customer relations |
| CUSTOMER | Naz127 | View all reports by user |
 0
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| PROBLEM | Feedback / Response |
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| INCIDENT | Thu 5 Jan | ||
| HEADLINE | Bad service |
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| On the 5th of December 2011 i arrived at 4.30 on an international flight in jhb and had a connecting flight for 8.50 to Durban.My flight was first delayed to 9.50 then to 11.30.The kulula ground staff had no answers as to the delay and when we will leave jhb.I was stranded with my wife and 2 kids (a 9 month old child) and no help or assistance from clueless kulula staff.We were then given a A MAKE IT UP TO YOU COUPON,and was told we would be contacted by kulula in 2 days with some kind of benefit for the inconvenience.I called them on Wednesday and was told customer services lines are down and I should email and they would reply in minutes.No reply.Emailed them on Thursday again.No reply.I guess the coupons just a joke to keep a plane full of angry passengers quiet and there's no such thing as customer services at [URL Removed] last trip ever on kulula and every passenger on that flight on the 5th of January voiced the same words. | |||
| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 09:55:16 | Fri 13 Jan 12 |
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Hello Naz127, Thank you for taking the time to share your concerns with us. We are terribly sorry for the inconvenience caused to you and your family by our flight delay. Our Mission is to fly our customers and crew safely and on time, but sometimes we have to deal with factors that make us unable to deliver the service in the way in which we plan. We aim to make travelling with us as convenient and trouble-free as possible for our passengers. Your flight MN619 was delayed due to a technical problem being found on the aircraft earlier. A decision was made to proceed with the a change in aircrafts as our engineering team were unsure on how long the repair would take. Delays in the airline industry do occur, we realise it's how the delay is handled that makes all the difference. The service you received is not in line with our level of service we wish to provide. Steps will be taken to reduce the delays our customers have been experiencing. We have checked and we have received your email, our Customer Relations team will be in contact with you. We thank you for allowing us the opportunity of an explanation and apologise for any discomfort caused. Bye for now Bronwyn |
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