1 reviews | Active since Jul 2015
Always late and No Service Ethic
Booking domestic flights with Kulula is becoming increasingly problematic where I am left with the clear impression that this company does not really care about their customers and having a rapidly waning service ethic. Here are my 2 experiences:<br> - Booked a flight for me and my 4 year old daughter. We were booked into separate seats and no accommodation is made for a young child travelling with an adult. I was told that I should have pre-booked by seats (revenue stream for Kulula). My child was scared and started crying in the aircraft...way to go Kulula!!<br> - Booked a flight for 18:25 JHB to DBN for the 8th of April 2016. Received a message saying that the flight has been delayed to 20:35. This is a common occurrence for Kulula. I requested to be moved to the 18:10 flight departing from OR Tambo. This can be done BUT I need to pay R1300.00. Surely, if an airline or any supplier breaches a contract with a client they should make every effort to remedy the situation to assist the client...NOT TRY AND MAKE MORE MONEY OUT OF THE SITUATION.<br> <br> Please be careful when booking Kulula. We are being forced into pre-booked seats, fully flex tickets (which cost). Whats next?
Thank you for your post. I am terribly sorry for the inconvenience caused whilst using our services.
Prepaid seating was introduced on our website which enables customers to pre-book and check-in for their flight 24hours prior to departure. If customers would like to book a specific seat, they are able to purchase it online. Advanced check-in is free of charge. With these facilities available online, unfortunately we cannot guarantee seats together on the day of departure at the check-in counters.
We try hard to keep to our published schedule as we understand the impact it has on our customers. Any delays to our schedule due to factors within our control are only imposed when absolutely necessary as it has a business impact on us as well. Your flight this evening has been delayed due to rotational reasons caused by technical problems.
When a flight is delayed for a certain time period, we will not charge customers the change fees. I am sorry about the incorrect information provided to you. I have requested a Contact Centre supervisor to contact you with regards to your flight change request.
Thank you for being in touch with us.
Kind Regards,
Nazley - CR
Thank you for your post. I am terribly sorry for the inconvenience caused whilst using our services.
Prepaid seating was introduced on our website which enables customers to pre-book and check-in for their flight 24hours prior to departure. If customers would like to book a specific seat, they are able to purchase it online. Advanced check-in is free of charge. With these facilities available online, unfortunately we cannot guarantee seats together on the day of departure at the check-in counters.
We try hard to keep to our published schedule as we understand the impact it has on our customers. Any delays to our schedule due to factors within our control are only imposed when absolutely necessary as it has a business impact on us as well. Your flight this evening has been delayed due to rotational reasons caused by technical problems.
When a flight is delayed for a certain time period, we will not charge customers the change fees. I am sorry about the incorrect information provided to you. I have requested a Contact Centre supervisor to contact you with regards to your flight change request.
Thank you for being in touch with us.
Kind Regards,
Nazley - CR