LM
Luke M
1 reviews | Active since Jul 2015
26 Jul 2015, 17:33
Costly delay
I booked on MN926 a 13:30 flight from George to Johannesburg. As I sit the flight being continually delayed and is now scheduled to depart at 19:20, nearly six hours late. This delay is substantially compounded by the fact that I am traveling with my 9 month old daughter for whom I have no dinner and will be an hour past her bedtime when the plane takes off and will be repeatedly woken up before she gets home. It gets worse in that we will obviously not be able to make the last Gautrain so we will have to now find a taxi home and will not be able to access my car until tomorrow morning. So with taxi from airport, plus non rail user parking at Guatrain, plus taxi to Gautrain tomorrow morning this is going to cost me R1000 or more, which the very polite lady at the Kulula call centre tells me 'they cannot help me with'. Lovely
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Kulula.com's replyOfficial
27 Jul 2015, 12:01Hello Mclachlan.luke,
Thanks for taking the time to share your experience with us. I am truly sorry for the frustration caused due to the delay experienced.
We try hard to keep to our published schedule as we understand the impact it has on our customers. Any delays to our schedule due to factors within our control are only imposed when absolutely necessary as it has a business impact on us as well. I have been advised by Operations that due to the aircraft experiencing a technical problem earlier in the day ex OR Tambo airport an aircraft change was done . As the same aircraft was scheduled to operate your flight ex George , thus this rotational delay impacted on you . It is never our wish to disappoint our customers , however in the airline industry nothing is set in stone due to the nature of our business.
On time performance is a prime area of focus for us and we always review any disruption we have imposed and what alternatives we can use for future. Unfortunately with the delay experienced on Sunday no alternatives were available at the time. I will be contacting you offline in this regard.
Bye for now .
Fazila Khan
Customer Relations
Thanks for taking the time to share your experience with us. I am truly sorry for the frustration caused due to the delay experienced.
We try hard to keep to our published schedule as we understand the impact it has on our customers. Any delays to our schedule due to factors within our control are only imposed when absolutely necessary as it has a business impact on us as well. I have been advised by Operations that due to the aircraft experiencing a technical problem earlier in the day ex OR Tambo airport an aircraft change was done . As the same aircraft was scheduled to operate your flight ex George , thus this rotational delay impacted on you . It is never our wish to disappoint our customers , however in the airline industry nothing is set in stone due to the nature of our business.
On time performance is a prime area of focus for us and we always review any disruption we have imposed and what alternatives we can use for future. Unfortunately with the delay experienced on Sunday no alternatives were available at the time. I will be contacting you offline in this regard.
Bye for now .
Fazila Khan
Customer Relations
Best regards,
Kulula.com's reply27 Jul 2015, 12:01
Official
Hello Mclachlan.luke,
Thanks for taking the time to share your experience with us. I am truly sorry for the frustration caused due to the delay experienced.
We try hard to keep to our published schedule as we understand the impact it has on our customers. Any delays to our schedule due to factors within our control are only imposed when absolutely necessary as it has a business impact on us as well. I have been advised by Operations that due to the aircraft experiencing a technical problem earlier in the day ex OR Tambo airport an aircraft change was done . As the same aircraft was scheduled to operate your flight ex George , thus this rotational delay impacted on you . It is never our wish to disappoint our customers , however in the airline industry nothing is set in stone due to the nature of our business.
On time performance is a prime area of focus for us and we always review any disruption we have imposed and what alternatives we can use for future. Unfortunately with the delay experienced on Sunday no alternatives were available at the time. I will be contacting you offline in this regard.
Bye for now .
Fazila Khan
Customer Relations
Thanks for taking the time to share your experience with us. I am truly sorry for the frustration caused due to the delay experienced.
We try hard to keep to our published schedule as we understand the impact it has on our customers. Any delays to our schedule due to factors within our control are only imposed when absolutely necessary as it has a business impact on us as well. I have been advised by Operations that due to the aircraft experiencing a technical problem earlier in the day ex OR Tambo airport an aircraft change was done . As the same aircraft was scheduled to operate your flight ex George , thus this rotational delay impacted on you . It is never our wish to disappoint our customers , however in the airline industry nothing is set in stone due to the nature of our business.
On time performance is a prime area of focus for us and we always review any disruption we have imposed and what alternatives we can use for future. Unfortunately with the delay experienced on Sunday no alternatives were available at the time. I will be contacting you offline in this regard.
Bye for now .
Fazila Khan
Customer Relations
Best regards,