kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | Customer (Dis)Service | COUNTRY | South Africa |
| TIME / DATE | 14:49 Fri 3 Feb | PERSON RESPONSIBLE | Bronwyn |
| CUSTOMER | ct101 | View all reports by user |
 0
3
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| PROBLEM | Bad Attitude |
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| INCIDENT | Fri 3 Feb | ||
| HEADLINE | READ the complaint before you respond |
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I submitted a complaint earlier, not so much about the fact that the Nelspruit Johannesburg route was cancelled, but rather the way it was handled. The complaint is actually about the fact that this was done at very short notice without any communication and the fact that those hard-done by this now has to contact you for refunds instead of the other way around. Instead of apologising for the pathetic handling of the cancellation, you go of on a tangent justifying the cancellation of the route. There are those of us that do understand business and the necessity to change things, but what I don't understand is how a company that actually only delivers a service can deliver such a poor service. It would appear that you just pump out responses to every complaint in the most diplomatic manner without proper consideration or any intent to make amends. Or maybe you think that the public is stupid? Maybe you should consider politics? P.S The previous complaint was submitted against BA Comair, but while hellopeter only allows me to place 1 complaint per company in 5 days and it was booked via Kulula for a BA flight I, thought it I'll submit this one against Kulula |
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| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 15:56:35 | Fri 3 Feb 12 |
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Hello ct101, Thank you for getting in touch with us. We would like to sincerely apologise for the service you have received and for the manner in which your concerns have been handled. We do understand that the notification to close this route was given at rather short notice. Our call centre staff are currently in process with contacting all our customers in regards to the closure of our Nelspruit route to see how they are able to assist. We have brought your concerns to the attention of our call centre supervisors and requested that you be contacted and assisted. We apologise again for any frustration and inconvenience caused by our closure of this route. Bye for now Bronwyn |
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