******ion when checking in luggage

<p>I am extremely disappointed at the service I received when traveling with my family from Durban to Johannesburg on Sunday 30 July 2017 at 7:10am. Flight 636</p> <p>I was travelling with my wife and 4-year-old daughter. We had checked in online followed the day before. We arrived at the airport and proceeded to the baggage drop off que to drop off our 3 bags and a pram that I had bought in KZN which was still boxed.</p> <p>We followed the que and there was an entire rugby team in fornt of us which we didn’t mind. There were also two Kulula senior people at the front of the line guiding passengers.</p> <p>Then another line opened but the two Kulula employees guiding passengers were standing at the front of the line as opposed to the back to inform passengers as they arrive.</p> <p>We were only informed after standing for 25 minutes that the line next to us was for passengers who checked in online. Then you had people in the que who get to the front and are told that this line is only for passengers who checked in online, and they had to move. Clearly the employees should stand at the back of the line as passengers arrive. Just makes common sense.</p> <p>Finally, we get to check our baggage in and the lady assisting us insists that I must pay for the box the pram is in as it’s a forth item and we are three passengers. Firstly, our baggage collectively weighed 33kg yet we are collectively allocated 60kg and secondly the T&C’s state that when travelling with a child between the age of 2 – 12 you are allowed a car seat and Pram. After wasting time in the disorganised line and now debating with the lady checking us in our flight was about to depart. I was forced to pay R380 for a piece of luggage that should have been allowed on the flight. This service is terrible and as a person who fly’s weekly with various airlines the experience was shocking. I would like my R380 to please be refunded.</p> <p> </p>