MM
Maurice M
1 reviews | Active since Jan 2014
27 Dec 2015, 13:28
Damaged Bag
I boarded a flight from OR Tambo to Cape Town Airport. When I arrived at the Cape Town airport, my bag wheels were removed.I then went to Kulula helpdesk to complain it. They told me Kulula doesn't cover for anything happening outside our luggage. I dont understand why because oncr we board it should be responsibility of the carrier as we boarded with our bags in good condition.other carriers do cover for such. Now my bag is useless and became a burden to me because of Kulula. I am really disappointed.
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Kulula.com's replyOfficial
28 Dec 2015, 09:13Hello mauricedavid,
Thank you for your post.
We were very disappointed to hear about the problems you encountered with your baggage on your recent flight with us. We apologize for the inconvenience caused to you. Good service is very important to us and we aim to transport all our customers and their belongings safely to their destination. We wish to thank you for bringing this matter to our attention.
However, the conditions of Carriage for Passengers and Baggage, consistent with industry standards, limit the airline's liability for compensation for the loss of, or damage to baggage. We do not accept liability for the damage such as scratches, scuff, stains, dents, cuts and dirt resulting from normal wear and tear or water damage to non-waterproof baggage, damages or loss of protruding parts such as wheels, straps, pull handles or other items that are attached to baggage or items lost as a result of badly packed luggage.
We do value you as our customer and whilst I am sorry we failed to meet your expectations on this occasion I do assure you of our continued attention and co-operation.
Yours sincerely
Fazila Khan
Customer Relations
Thank you for your post.
We were very disappointed to hear about the problems you encountered with your baggage on your recent flight with us. We apologize for the inconvenience caused to you. Good service is very important to us and we aim to transport all our customers and their belongings safely to their destination. We wish to thank you for bringing this matter to our attention.
However, the conditions of Carriage for Passengers and Baggage, consistent with industry standards, limit the airline's liability for compensation for the loss of, or damage to baggage. We do not accept liability for the damage such as scratches, scuff, stains, dents, cuts and dirt resulting from normal wear and tear or water damage to non-waterproof baggage, damages or loss of protruding parts such as wheels, straps, pull handles or other items that are attached to baggage or items lost as a result of badly packed luggage.
We do value you as our customer and whilst I am sorry we failed to meet your expectations on this occasion I do assure you of our continued attention and co-operation.
Yours sincerely
Fazila Khan
Customer Relations
Best regards,
Kulula.com's reply28 Dec 2015, 09:13
Official
Hello mauricedavid,
Thank you for your post.
We were very disappointed to hear about the problems you encountered with your baggage on your recent flight with us. We apologize for the inconvenience caused to you. Good service is very important to us and we aim to transport all our customers and their belongings safely to their destination. We wish to thank you for bringing this matter to our attention.
However, the conditions of Carriage for Passengers and Baggage, consistent with industry standards, limit the airline's liability for compensation for the loss of, or damage to baggage. We do not accept liability for the damage such as scratches, scuff, stains, dents, cuts and dirt resulting from normal wear and tear or water damage to non-waterproof baggage, damages or loss of protruding parts such as wheels, straps, pull handles or other items that are attached to baggage or items lost as a result of badly packed luggage.
We do value you as our customer and whilst I am sorry we failed to meet your expectations on this occasion I do assure you of our continued attention and co-operation.
Yours sincerely
Fazila Khan
Customer Relations
Thank you for your post.
We were very disappointed to hear about the problems you encountered with your baggage on your recent flight with us. We apologize for the inconvenience caused to you. Good service is very important to us and we aim to transport all our customers and their belongings safely to their destination. We wish to thank you for bringing this matter to our attention.
However, the conditions of Carriage for Passengers and Baggage, consistent with industry standards, limit the airline's liability for compensation for the loss of, or damage to baggage. We do not accept liability for the damage such as scratches, scuff, stains, dents, cuts and dirt resulting from normal wear and tear or water damage to non-waterproof baggage, damages or loss of protruding parts such as wheels, straps, pull handles or other items that are attached to baggage or items lost as a result of badly packed luggage.
We do value you as our customer and whilst I am sorry we failed to meet your expectations on this occasion I do assure you of our continued attention and co-operation.
Yours sincerely
Fazila Khan
Customer Relations
Best regards,