1 reviews | Active since Mar 2009
Damaged Goods - unnecessary inconvenience
Is this the manner in which Kulula aim to address customer's concerns? I had lodged an initial complaint on the 9th May. On the 11th Mr Nolan Pillay responded from the Arrrivals Dbn division. I sent through pictures detailing the damage. He responded on the 13th and then again only on the 18th. I find it totally unacceptable that now I am expected to send the bag (without any guarantee of it being restored to original use or repair) to the nearest airport to see if there is any chance that it may be repaired. The bag is so badly damaged due to negligence that it has been ripped at the seam, the mechanism for the trolley lever doesn't work, as it is jammed. As mentioned previously the bag was brand new and this was the first time that I had used it. It is a Travelite bag so it is a highly reputable brand that is high quality. I shudder to think the way it was handled that resulted in this significant extent of damage to be caused. I expect a concrete solution. I am not going to be further inconvenienced. I have an upcoming planned trip in 2 weeks time and expect to have this luggage in original working condition. [URL Removed]
Thank you for your email. I am sorry for the inconvenience caused to you whilst using our services.
Every effort is made to overcome this type of problem, but despite the many precautions taken any system that involves both human and mechanical interaction can be prone to failure.
Unfortunately, we do not accept liability for the loss, delay or damage to baggage is limited by international convention unless you have declared a higher value to us in advance and paid additional charges. We also do not accept liability for the loss of, or damage to fragile or perishable articles, electronic equipment which are included in the passengers checked or unchecked baggage. This is whether with or without the knowledge of the airline. We do normally recommend customers to settle claims such as this with their personal property insurers, however in this instance we will try our best to repair your bag.
You will be pleased to know that we are not complacent about this incident. I will be escalating this matter to the airport managers. We do value you as our customer and whilst we are sorry we failed to meet your expectations on this occasion.
Yours Sincerely
Nazley - CR
Thank you for your email. I am sorry for the inconvenience caused to you whilst using our services.
Every effort is made to overcome this type of problem, but despite the many precautions taken any system that involves both human and mechanical interaction can be prone to failure.
Unfortunately, we do not accept liability for the loss, delay or damage to baggage is limited by international convention unless you have declared a higher value to us in advance and paid additional charges. We also do not accept liability for the loss of, or damage to fragile or perishable articles, electronic equipment which are included in the passengers checked or unchecked baggage. This is whether with or without the knowledge of the airline. We do normally recommend customers to settle claims such as this with their personal property insurers, however in this instance we will try our best to repair your bag.
You will be pleased to know that we are not complacent about this incident. I will be escalating this matter to the airport managers. We do value you as our customer and whilst we are sorry we failed to meet your expectations on this occasion.
Yours Sincerely
Nazley - CR