Additional Baggage Costs

<p><br /> I flew from Cape Town to Durban mid -December and then returned to Cape Town from Durban in early January with the same luggage and number of bags (only lighter on return as I did not have to transport Christmas presents) and I was charged extra for the bag that carried the surfboard on the return. I protested this at the counter and the airline informed me that I could get the additional fee refunded through Customer Services.</p> <p> </p> <p>I requested through their customer services that Kulula kindly refund the money that is owed to me (that was assured to me from the airline’s representative’s), for a mistake that was caused by the airline. However when I did so I was fed volumes of information from their travel policy. It seemed as though Kulula copied and pasted their entire travel policy and sent it to me in the hope that I would forget the matter and go away, without looking at the details of their error contained in my complaint.</p> <p> </p> <p>The misrepresentation was made by the airline and I had to pay for it. The mistake was made by the airline and that is who must be held accountable.</p> <p> </p> <p>If I had known that I was to pay for the “additional luggage” I would have made alternative arrangements for its transport.</p> <p> </p> <p>Terrible customer service from this air line</p> <p> </p>