kulula.com Complaint

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SUPPLIER	kulula.com	INDUSTRY	Air Travel
BRANCH / AREA	Durban	COUNTRY	South Africa
TIME / DATE	08:13 Mon 6 Feb	PERSON RESPONSIBLE
CUSTOMER	natashapapini	View all reports by user	0 2
PROBLEM	Baggage Issues	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Mon 6 Feb
HEADLINE	Lack of consistency!
My sister left for university this morning so, as expected, her bags were rather full - however she was able to stick to the 20kg limit but was slightly over with her hand luggage. She was forced to take out her necessities so that her luggage was within the weight restrictions. She later informed us, once she was on the flight, that another girl sitting next to her who was also going to university had her main bag weighing 29kg and hand luggage weighing 8kg? Where is the consistency?? If they are going to allow some students to carry extra weight then surely they should allow the others to do so as well - which should surely be understandable seeing as they are normally away from home for two to three months at a time. Otherwise they should have alternative options for students to consider if they know that they have a lot of luggage to take to varsity. Add a new kulula.com Report Inappropriate report?
SUPPLIER'S RESPONSE	kulula.com	Time and Date	10:38:51 \| Mon 6 Feb 12
Hello natashapapini, Thank you sharing your concerns with us. kulula.com has recently introduced a new baggage policy; our new baggage policy was released on the 11th Nov'11, tickets purchased after the 11th Nov'11 will be subject to the new piece and weight baggage policy. The policy had been brought about by the Piece and Weight concept that other global airlines are abiding by. You are allowed one piece of hand luggage at 7kgs as well one piece of check in luggage at 20kgs, any additional luggage weight will be charged for according to the new baggage rates. Our over head storage areas are specifically designed to hold a certain amount of weight, for the safety of the passengers on board the allowed limit is 7kgs. Any hand luggage over this limit will need to be checked in. We are rather concerned to learn of the inconsistency shown at Durban airport. We have brought this to the attention of our airport management team to take up with the staff. We thank you for bringing this matter to our attention and do apologise for any inconvenience and frustration caused by our new policy. Bye for now Bronwyn