1 reviews | Active since Aug 2015
Bad service and lack of consitancy
I booked a flight ticket for my Mother and daughter to East London from JHB OR Tambo airport the departure time was 06:45 and arrival time was 08:15 but unfortunately they got to the Airport at 06:20 and they where told that they were late by 5 min and that they could not be assisted of which it reminded me of time when i was going to East London earlier this year when i was early and while i was on a plane the was an announcement that said we apologize but we are still waiting for 2 people which are currently on their way as we speak. I later find out that it was two old white couple as i saw them boarding. My question is my Mom and Daughter checked in at @06:20 but they where told that they are late , so which people does Kulula wait for and which people does kulula not wait for, because what is see is ************** and that they were penalized because they are black because if kulula waits for someone way after the boarding time let alone the check-in time why could they not do the same for someone who is 5 minutes late (consistency).
Thank you for taking the time to contact us. I am sorry to hear about the problems encountered regarding a missed flight.
It is required from all passengers to be at the airport 90mins prior to departure time of your flight. This is so that there is no rush and all aspects are properly checked and advised. All our flights close 30 minutes prior and the boarding close 10mins prior because all the figures that needs to be finalized (weight and balance ) before the air craft is due to take off.
We may not re-open a flight once it has been closed as this cause's irregularities in the figures and the paperwork takes longer to finalise. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period. It is required from all customers to contact the call centre in advance should they not be able to make it for the booked flights.
Thank you for allowing us the opportunity of a response and do apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to contact us. I am sorry to hear about the problems encountered regarding a missed flight.
It is required from all passengers to be at the airport 90mins prior to departure time of your flight. This is so that there is no rush and all aspects are properly checked and advised. All our flights close 30 minutes prior and the boarding close 10mins prior because all the figures that needs to be finalized (weight and balance ) before the air craft is due to take off.
We may not re-open a flight once it has been closed as this cause's irregularities in the figures and the paperwork takes longer to finalise. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period. It is required from all customers to contact the call centre in advance should they not be able to make it for the booked flights.
Thank you for allowing us the opportunity of a response and do apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations