BEING IN-TIME AND BUMPTED FROM A FLIGHT - AND FORCED TO PAY FOR THE CHANGE!

Below is a copy of an e-mail sent to Kulula on 19 December already. They rep**** only on 8 January to ask what kind of clothing we had on. Since then nothing. We are certain that we got bumped off a flight to enable Kulula to accommodate delegates coming from the ANC Conference - what is worse we had to pay for the changes! REF: JRHZNL - SUNDAY 17 DEC 2017 Dear Kulula: With reference to this flight, I need to give you the following facts first: 1. I booked this flight in May 2017 already 2. During last week, Kulula made changes to my booking – changing the Kulula flight to a BA flight. 3. On Friday 15 December, Kulula sent confirmation of this flight (Sunday 17 December 2017 at 18:05 from ORT to CT) 4. On Sunday morning 17 December I checked in on line. I was able to select seats, but the system would not allow me to check in fully. 5. We arrived at OR Tambo and was at the Kulula counter at 17:15 and was told: “You are not on this flight, you need to proceed to the ticketing counter of Kulula”. 6. We did this and was told that the flight was amended and that we had to pay extra monies to get on this flight!!!!!!!!!! 7. I went back to the check-in counter and showed the attendant my e-mails of confirmation on this flight. She then sped off to somewhere and after 15 minutes returned to say sorry, but no-one can help me and that my only resolve was to go back to the ticket counter. 8. We were then put on the 20:00 flight and had to pay an additional amount of around R2300-00 to get on this flight 9. We had a very clear impression that instructions were given to check-in staff to ensure that the flight was overbooked and that a certain number of passengers needed to get bumped (ANC Conference). 10. I also need to state clearly that NOT ONCE DID ANY MEMBER FROM KULULA MENTION ANYTHING ABOUT A LATE CHECK-IN FROM OUR SIDE. The reason given was a change in flight details.

I challenge you to please do the following: 1. Go and check on your cameras for me & my wife to verify that we were in fact in time – we were. 2. Once you verified this, please reimburse me the money that you forced me to pay in addition to the booing I made in May already. 3. An apology for the frustration you put as through in having to make a bagful of new arrangements because of Kulula’s actions will be appreciated and accepted