kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | Cape Town International | COUNTRY | South Africa |
| TIME / DATE | 11:09 Sat 21 Jan | PERSON RESPONSIBLE | |
| CUSTOMER | Disgruntle-d | View all reports by user |
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2
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Sat 21 Jan | ||
| HEADLINE | New luggage policy costs clients! |
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We purchased a ticket in November for a return flight from Lanseria to Cape Town International. We were pleased with the service up until the departure date. We arrived at the luggage counter and were promptly told that between the time from arrival in Cape Town till the departure date the luggage policy had changed and we were now expected to pay an additional R 300 per suitcase! Should that not have been conveyed upon purchasing the ticket? After explaining that we purchased the ticket prior to their OWN cut off date, we were told that we would only have to pay for the excess kilogrammes. We went the desk that we were referred to and were told that we would indeed have to pay the R300 for the additional luggage and that the previous lady had stipulated that?!?!?! After explaining the situation once again, she went to confer with her colleague and returned with the same conclusion that the additional suitcase would have to be payed for! So, EXACTLY HOW MUCH MONEY DID YOU MAKE WITH THE "CHANGE IN POLICY"? |
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| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 09:56:05 | Mon 23 Jan 12 |
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Hello Disgruntle-d, Thank you getting in touch with us. kulula.com has recently introduced a new baggage policy; our new 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, meaning one bag per person at a certain weight. You are allowed one piece of hand luggage each at 7kgs as well one piece of check in luggage each at 20kgs, any additional luggage pieces (accept for certain items) will be charged for according to the new baggage rates. We would like to apologise for the manner in which you concerns were handled by our staff. All our airport teams have been made aware of our new policy and to advise our customer. Notification has been posted on our website to advise customer on the new baggage policy. In cases of tickets being purchased before 11th Nov'11 our old policy would apply and you would be charged according to the additional weight at R25 per kilogram. We thank you for bringing this matter to our attention and do apologise for any frustration caused. Bye for now Bronwyn |
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