BD
Bronwyn D
1 reviews | Active since Mar 2011
06 Mar 2015, 14:46
Charged R250 for an extra 2kg
My husband and I decided to pack all our things into one bag to fly to Cape Town. When we checked in, the bag weighed 22kg. Now considering each person is allocated 20kg we thought 22kg for two people was a saving of 18kg for the airline. However, they charged us R250 for our extra 2kilos. I probably weigh less than half the average person on the flight and I never had any luggage, surely R250 is a bit of an excessive charge under the circumstances??
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Kulula.com's replyOfficial
06 Mar 2015, 15:13Hello bdurston,
Thank you for getting in touch with us. We were extremely disappointed to hear about the problems encountered whilst using our services.
Customers are allowed 1 item to be checked in and the weight not exceeding 20kgs and hand luggage not exceeding 7kgs. If an item is over this limit we charge a flat rate of R250 for heavy bag and R350 for extra piece. This policy does not take bag pooling into consideration, meaning each customer is only allowed 1 bag at 20kg or less for each sector you travelling. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the piece concept which is a global standard.
Your feedback will allow us to improve on our service in the future for you and all our customers.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Thank you for getting in touch with us. We were extremely disappointed to hear about the problems encountered whilst using our services.
Customers are allowed 1 item to be checked in and the weight not exceeding 20kgs and hand luggage not exceeding 7kgs. If an item is over this limit we charge a flat rate of R250 for heavy bag and R350 for extra piece. This policy does not take bag pooling into consideration, meaning each customer is only allowed 1 bag at 20kg or less for each sector you travelling. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the piece concept which is a global standard.
Your feedback will allow us to improve on our service in the future for you and all our customers.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Kulula.com's reply06 Mar 2015, 15:13
Official
Hello bdurston,
Thank you for getting in touch with us. We were extremely disappointed to hear about the problems encountered whilst using our services.
Customers are allowed 1 item to be checked in and the weight not exceeding 20kgs and hand luggage not exceeding 7kgs. If an item is over this limit we charge a flat rate of R250 for heavy bag and R350 for extra piece. This policy does not take bag pooling into consideration, meaning each customer is only allowed 1 bag at 20kg or less for each sector you travelling. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the piece concept which is a global standard.
Your feedback will allow us to improve on our service in the future for you and all our customers.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Thank you for getting in touch with us. We were extremely disappointed to hear about the problems encountered whilst using our services.
Customers are allowed 1 item to be checked in and the weight not exceeding 20kgs and hand luggage not exceeding 7kgs. If an item is over this limit we charge a flat rate of R250 for heavy bag and R350 for extra piece. This policy does not take bag pooling into consideration, meaning each customer is only allowed 1 bag at 20kg or less for each sector you travelling. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the piece concept which is a global standard.
Your feedback will allow us to improve on our service in the future for you and all our customers.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations