1 reviews | Active since Mar 2009
Bad Customer Service CPT International
Kulula employee ruined the end experience of my (and 3 other family members) long planned vacation that came to an end 21 November 2015.<br> <br> No additional items where purchased and transported back from CPT to JHB, this tells me that the scale that weighs the luggage in CPT international at counter 75 may need to be calibrated or it tells me that JHB allowed my baggage through on the weight of 21kgs.<br> <br> As a Kulula customer I wasn't given an options to either pay for the one bag that was over weigh or to remove items from my bag and pack it into a family members bag. I was instructed by the employee to remove items out my bag which left me violated and embarrassed having to open my luggage in a full airport displaying personal/ \lady"toiletries. After removing a pair of shoes"
Thank you for your post. I am sorry for the inconvenience caused to you whilst using our services.
Customers are allowed to check-in 1 piece at 20kg. Please be advised that the scales at all airports are calibrated and serviced on a regular basis. I cannot unfortunately confirm that the agent at ORT allowed you to travel with 21kg but will certainly address the inconsistency.
When baggage is overweight, our staff offer customers the option to either repack the bag or to pay for the extra weight. The option of repacking is offered first to avoid having the customer pay for the extra weight. I am sorry that these options were not made clear to you.
I am disappointed to learn of the manner in which this matter was handled. I will address it with the airport managers. Thank you for being in touch with us.
Kind Regards,
Nazley - CR
Thank you for your post. I am sorry for the inconvenience caused to you whilst using our services.
Customers are allowed to check-in 1 piece at 20kg. Please be advised that the scales at all airports are calibrated and serviced on a regular basis. I cannot unfortunately confirm that the agent at ORT allowed you to travel with 21kg but will certainly address the inconsistency.
When baggage is overweight, our staff offer customers the option to either repack the bag or to pay for the extra weight. The option of repacking is offered first to avoid having the customer pay for the extra weight. I am sorry that these options were not made clear to you.
I am disappointed to learn of the manner in which this matter was handled. I will address it with the airport managers. Thank you for being in touch with us.
Kind Regards,
Nazley - CR