kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | king shaka airport | COUNTRY | South Africa |
| TIME / DATE | 15:45 Thu 12 Jan | PERSON RESPONSIBLE | |
| CUSTOMER | queenkbee | View all reports by user |
 1
2
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| PROBLEM | Bad Attitude |
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| INCIDENT | Sat 24 Dec | ||
| HEADLINE | Non willing to assist consultants |
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| We had booked a honeymoon package with kulula via comair. Upon arriving at king shaka aiport we went straight to the check in tills. We were still in the time duration of check in, however upon arriving at the till the lady sends us to the kulula sales counter as she said she could not assist us. At the sales counter we were told that we can not be checked in. The sales lady and her manager were very rude. They refused to provide us with a valid reason and just kept telling us that check in closed. During this time of going back and forth we had lost so much time and we were still not assisted. When asked to see someone senior they refused and said that they were the most seniors. This is not the client care we wanted. I am very disappointed that the consultants were not willing to assist us. Other airline consultants are ever so willing to assist were possible to always ensure that the client is happy and accommdated for. We had missed our flight and kulula refused to assist us. Being so upset we had to go to Mango who was very accommdating and assisted us.The day of return kulula was delayed for 2hrs, we dnt get a compensation of the delay yet they not willing to assist. | |||
| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 16:37:55 | Thu 12 Jan 12 |
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Hello queenkbee, 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 King Shaka International Airport. We are disappointed to learn how you were treated. We expect 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. All staff are aware 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 are aware of this and 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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