kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | Durban | COUNTRY | South Africa |
| TIME / DATE | 16:34 Tue 7 Feb | PERSON RESPONSIBLE | Lula |
| CUSTOMER | Joythi | View all reports by user |
 0
1
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| PROBLEM | Bad Attitude |
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| INCIDENT | Fri 20 Jan | ||
| HEADLINE | Disgusted and Dissapointed |
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| I am so disgusted with the service I have receviced from your staff. My bag was damaged when I flew to Durban on the 20/01/2012. When I called your customer service they told to me the baggage office. The customer service lady was very rude on the phone as well. I called the Baggage Office I spoke to Shareen, I dont remember her name a 100% but it did start with an S. She told me that they would give me a replacement bag when I would be travelling back to Johannesburg on the 23/01/12 and once my bag was replaced they would send it back to Johannesburg and deliver it at home. I was quite happy wih that. When I got to the airport on the Monday, Shareen was not there as she has promise to handle my case personally. A lady by the name of Lula was there and she was extremely rude and ill mannered. She spoke to he people that were ahead of me so rudely it was unbelievable. She was also rude to me as well. I told her what Shareen had told me and she said that she had log my claim and she could not do anything else. She gave me my reference number and asked me to leave the counter. The reference number is DurMN18008. They are refusing to deliver my bag to my home when it was promised it wi | |||
| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 10:20:10 | Wed 8 Feb 12 |
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Hello Joythi, Thank you for getting in touch with us. We do sincerely apologise for the service you have received from our airport staff regarding your damaged bag. Your comments make disappointing reading as we expect all our staff to perform their duties in a friendly, professional, helpful and efficient manner. This is not the type of service we expect from our front line staff that are in constant contact with our customers. Our Aim has always been to make travelling with us as convenient and trouble free as possible and we are truly sorry we have failed to do so on this occasion. We have brought your concerns regarding the delivery of your damaged bag to the attention of our airport Management team. We have been advised that they will be in touch with you. We appreciate you bringing this to our attention as this assists us to create a better service for you and all our customers. Bye for now Bronwyn |
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