Complaints process not willing to assist

Item: Kulula.com
Rating: 1
Author: Renette J

Good day Is this the case even whilst the flight is actually still boarding? How did i affect the the flight taking off when passengers were walking passed me to board,? I will pull a report on my vehicle to show you the actual time that I was there. I could have been accommodated for. I was not the only passenger who was also refused to be let on. Me being 2 minutes late would not delay the flight given the fact that whilst I was still arguing passengers were walking past me to board. I am not accepting this response and I would like to take this further Kind Regards Renette Johnson From: Nazley Samuels ********** Sent: Monday, March 06, 2017 11:59 AM To: ********** /> Subject: RE: Complaint olkxiz Good Morning Renette Thank you for taking the time to share your concerns with us. I do understand your frustration when you arrived at the check-in counters late and had to rebook your flight. All kulula flights close 30 minutes prior to departure. Our check in system will prompt a response to close our flights. Our procedure is to make an announcement, check the queues and then finalise the flight. We would like to accept customers who are running late, but it isn’t as straight forward as that as we risk losing our take off slot with Air Traffic Control and this will affect the later flights which the aircraft is scheduled to operate. We do try and accommodate customers who arrive late for check-in whenever possible and when we are sure it will not delay the flight. However on this occasion it was not possible to re-open the flight to accept you as pre departure formalities (manifest and paperwork) had already been completed. I am sorry if you feel the staff did not handle this matter professionally. I will address this matter with the airport managers. Unfortunately we will not be able to refund you, as you were late for the flight and had to rebook to the next flight. Thank you for being in touch with us. Kind Regards, Nazley Samuels Comair Customer Relations T: +27 21 ********** F: +27 21 ********** e: ********** /> From: Renette Johnson ********** /> Sent: 06 March 2017 07:26 AM To: Kulula CR Subject: Complaint olkxiz Good day This is my third email on the same issue. I am extremely angry with service received. My flight was at 6.15 I was literally 3 minutes late. I am sure you have camera footage that can confirm this. I was then refused to be helped by the supervisor there who had no Manager I could talk to. I was told they were at work on time so it was basically not their problem. The announcer was given out boarding announcements and again I was told it is not for me because I don't have my ticket. I asked them to please contact my agent and they refused. They told me I must sort it out and pay in. I have had to pay 500 to uber to or Tambo and as we speak I am standing and waiting to see what I need to pay in. I want my money refunded for what I had to pay in. I also want footage reviewed because I want Kulula to see the attitude of their staff and to see what time I got in

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