KS
Karen S

1 reviews | Active since Jan 2011

14 Apr 2015, 21:40

Boarding Gate Confusion

Sunday 5th April checked in to board 655am Lanseria-CPT. Unaware another Kulula flight departing 730am & boarding through same gate as 655am flight. My daughter & I would have been last to board as we checked in around 630am. Went to boarding gate, saw plane parked outside door, a lot of passengers seated waiting to board. Assuming passengers were waiting for same flight as us, we sat down & waited as well. After 15 to 20 minutes waiting, saw the plane push back. Went to boarding gate staff and asked which flight it was that was departing as I was expecting that plane to be called for boarding still. was informed it was indeed our flight and that announcements had been made. I told the lady we had been sitting at the gate for 15-20 minutes and no announcements had been made down at the gate for sure. Rushed upstairs to buy 2 tickets for the flight which was then boarding, at a cost of R2100. Unhappy at the lack of clarity on 2 flights going through the same gate within 30 minutes of each other, and why there were no announcements at the gate to alert me. I travel extensively internationally for business, am very fami**** with air travel process. Would like my R2100 back please.

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Replies (1)
Kulula.com
Kulula.com's reply15 Apr 2015, 10:50
Official
Hello KarenGina,

Thank you for taking the time to contact us.

We understand your frustration when you missed flight MN481 on the 05th Apr'15 . All our flights close 30 minutes prior to departure and the boarding gates close 10mins prior to departure. This is all done in this way because of all the figures that need to be finalised (weight and balance) before the air craft is due to take off. I have liaised extensively with the supervisor as well as the staff who were rostered at the boarding gates on the day , and I have been advised that boarding calls as well as name calls were definitely made . I have received screenshots of this information from the Lanseria airport team . Once a boarding pass has been given to a passenger , the onus lies with the passenger to ensure that they board through the correct gate . The airline cannot be held liable for any lapses in this regard . Unfortunately a refund cannot be processed as the airline was not at fault in this regard .

Thank you for allowing me the opportunity of a response .

Bye for now.

Fazila Khan
Customer Relations