kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | JOHANNESBURG | COUNTRY | South Africa |
| TIME / DATE | 13:23 Wed 1 Feb | PERSON RESPONSIBLE | |
| CUSTOMER | Yolanda Marais | View all reports by user |
 0
1
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| PROBLEM | CHECK IN SERVICE |
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| INCIDENT | Sat 21 Jan | ||
| HEADLINE | FAST BAG DROP OFF |
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| I was booked on a flight leaving OR Tambo on 21 January 2012 at 06:50. I did the self help check in, and was told to go to the 'FAST BAG DROP OFF'. The service in this line was non existing, with the staff member most of the time not behind the counter. When I went to the 2nd counter which was marked 'FAST BAG DROP OFF", I was rudely and impatiently told that I must go to the other counter and wait my turn, as she was helping the line which was not the fast bag drop off, despite the fact that her counter was marked as 'FAST BAG DROP OFF". The other line had 3 staff members helping, and the 'FAST BAG DROP OFF' had most of the time nobody behind the counter. Also, the 'FAST BAG DROP OFF' counter helped two elderly ladies that skipped the line. Could one of the other 3 counters in the other lane not help the elderly? This was really poor service, with rude staff members. I will definately look at other airlines in the future, before booking with Kulula again. | |||
| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 14:32:22 | Wed 1 Feb 12 |
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Hello Yolanda Marais, Thank you for getting in touch with us and sharing your concerns. We do sincerely apologise for the service you have received from our staff at O R Tambo International Airport. We expect all our staff to perform their duties in a friendly, professional and helpful manner at all times. The service you received is unacceptable and is not in line with our level of service we wish to provide. Excellent customer service is one of our company's top line principals. 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. The situation could have be handled in a far better manner, our airport Management team is aware of the problems you experienced when wanting to drop off your luggage at our fast bag drop counters. They will take immediate corrective action with the staff. We appreciate your feedback as this assists us to create a better service for all our customers. Thank you for bringing this urgent matter to our attention. Bye for now Bronwyn |
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