kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | Durban | COUNTRY | South Africa |
| TIME / DATE | 11:23 Tue 17 Jan | PERSON RESPONSIBLE | Vicky THE BOSS Smith |
| CUSTOMER | GPEEL | View all reports by user |
 0
2
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| PROBLEM | Bad Attitude |
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| INCIDENT | Mon 16 Jan | ||
| HEADLINE | “If u dont like our attitude u r welcome to leave" |
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| This was the response from "VICKY THE BOSS" on flight MN516 at 2005 (seat 10E and F) last night after she insisted that we tell her of a comment we made to ourselves over her bad attitude. It really seemed that Vicky Smith was "looking for a fight" last night when my partner and I were pointing out that boarding the back rows of the plane first didnt work because the aisles in the plane were still congested, after we had been made to get out from the front of the queue to make way for these passengers. All because Kulula was 15 minutes late in boarding procedures (the plane was already there and all passengers on the previous flight had already disembarked), mayhem was caused in the queue at Gate 8 at the DBN airport. Her response when we finally said that she had a bad attitude towards us, her paying clients, was "If you dont like our attitude you are more than welcome to leave". I was so shocked, I couldnt believe that a representative of this airline was allowed to talk to their clients in this manner. Im also not quite sure what she thought her "scare tactics" would achieve by demanding to see our boarding passes so that she could "file a report". What shocking service! | |||
| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 12:23:35 | Tue 17 Jan 12 |
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Hello GPEEL, Thank you for getting in touch with us. We do sincerely apologise for the service you have received from Vicky on your recent fly with us. We are disappointed to learn how you and your partner were treated by our staff. We expect our staff to perform their duties in a friendly, professional and helpful manner, but sadly on this occasion we let you down. The service you received is unacceptable and is not in line with our level of service we wish to provide to our customers. All staff are aware excellent customer service is one of our company's top line principals. The selection and training of all our staff is of great importance and a huge amount of emphasis is placed on service towards our customers. This is not the type of service we expect from our front line staff that are in constant contact with our valued customers. The situation could have be handled in a far better manner, our Cabin crew management team has been made aware of the service you received. 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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(( • )) Supplier's response | ||
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