1 reviews | Active since May 2012
Bad service from kulula
On the 27th Nov 2015, I booked with KULULA to fly to Durban for a cruise booked to Portugal island. My flight was at 06:30 am and I got to the airport at 05:45. I had checked in online. When I got to the counter I was told i've just missed my time to check in my bag.I freaked because the queues were so long and no one monitored to ensure no delays occur. Nevertheles I then requested for the bag to be sent through with the next flight if possible .the guy assisting me told me to go to another counter where I can request for that. I quickly went there and I was told to go back to the check in point. I freaked out and went back to the check in point and that guy didn't seem to care about my situation.The queuing and the going back and forth without anything being explained properly delayed everything. I eventually asked a friend to come collect my bag and ran off for the flight, I got there at exactly 06:25 and I was told flight just left.I know when one has checked in , flight can wait a bit for you and I found it unfair to not be waited for as I was delayed by the bad service I received. I ended up missing the cruise due to kulua emplyees who seem to not try assist as far as possibl
Thank you for taking the time to contact us.
I have liaised with the OR Tambo team and was advised that although the lines were long, it was manageable and there were staff going through the queues checking for outstanding passengers . It is stipulated on the kulula booking confirmation that check-in closes 30 minutes before a flight departs. I am aware that you had checked yourself in the day prior to your departure however with baggage you would need to be at the airport at least 40mins prior to departure to hand your bag in . Unfortunately, you did not comply with this requirement and were therefore not allowed to checkin the bag .
Due to security reasons an unaccompanied bag will not be carried on our aircrafts . Airlines similar to other businesses have rules that need to be adhered to, in order to operate safely and efficiently and any other airline would have dealt with this situation in exactly the same way as we have.
Thank you for allowing me the opportunity of a response .
Kind regards
Fazila Khan
Customer Relations
Thank you for taking the time to contact us.
I have liaised with the OR Tambo team and was advised that although the lines were long, it was manageable and there were staff going through the queues checking for outstanding passengers . It is stipulated on the kulula booking confirmation that check-in closes 30 minutes before a flight departs. I am aware that you had checked yourself in the day prior to your departure however with baggage you would need to be at the airport at least 40mins prior to departure to hand your bag in . Unfortunately, you did not comply with this requirement and were therefore not allowed to checkin the bag .
Due to security reasons an unaccompanied bag will not be carried on our aircrafts . Airlines similar to other businesses have rules that need to be adhered to, in order to operate safely and efficiently and any other airline would have dealt with this situation in exactly the same way as we have.
Thank you for allowing me the opportunity of a response .
Kind regards
Fazila Khan
Customer Relations