Complaint

My daughter and I had the most horrific experience with Kulula on Sunday, 24th March 2019.

Upon our return from Israel, we checked in on Saturday afternoon, 23/03.19, for our flight back to East London on Sunday 24th March 2019 at 06:45. We got to the airport counter at 06:08 to drop off our bags. At the counter we were refused, said we missed our flight with 8 minutes and had to go to the Kulula counter to re-book for the afternoon flight. There we were told to wait for the boarding to be completed, so we could be removed from the flight and be re-booked. We had to pay R2 369 each for the new ticket. We then went to the check in counter to find out what time we could drop off our bags. We were told to come back at 12:00. We then went back at 12:00 where the lady at the counter shouted to the others why they told us to come back at 12:00 knowing we could only drop off the bags two hours prior to departure. We spent the day at the airport, starting at 04:15. It was the longest day of our lives. On our boarding passes it stated very clearly that the gates close 10 minutes prior to departure. So why were we refused, being checked-in and only needed to drop off the bags more than 45 minutes prior to departure? Despite Vitality rewards, we will never again use Kulula after the way we were treated at the airport at OR Tambo.