1 reviews | Active since Nov 2015
Flight missed due to slow service
My husband and I had a flight booked to Cape town from O R Tambo International Airport on Saturday morning. Originally it was for 08:10 but was delayed until 08:55. My husband and I arrived at the airport at 08:00, we waited in the queue from 08:10 till 08:35, when they refused for us to check in and board our flight. We were waiting in the queue for so long that we were forced to miss our flight and had to pay over R3200.00 for another flight. Not only is this a hell of a lot money, but the people at the ticket sales were openly mocking us by saying someone had to pay their christmas bonuses. THAT BEHAVIOR IS UNACCEPTABLE! I understand that we could have been earlier, but with traffic at month end its not so easy, regardless of that fact, the staff at Kulula were incredibly unhelpful and didn't even ATTEMPT to accommodate us, even though we were only 5 min late!
Thank you for taking the time to contact us. I am sorry to hear about the problems encountered regarding a missed flight.
It is required from all passengers to be at the airport 90mins prior to departure time of your flight. This is so that there is no rush and all aspects are properly checked and advised. All our flights close 30 minutes prior and the boarding close 10mins prior because all the figures that needs to be finalized (weight and balance ) before the air craft is due to take off.
We may not re-open a flight once it has been closed as this cause's irregularities in the figures and the paperwork takes longer to finalise. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period. It is required from all customers to contact the call centre in advance should they not be able to make it for the booked flights.
We will be in touch with you directly for more details and further investigations.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to contact us. I am sorry to hear about the problems encountered regarding a missed flight.
It is required from all passengers to be at the airport 90mins prior to departure time of your flight. This is so that there is no rush and all aspects are properly checked and advised. All our flights close 30 minutes prior and the boarding close 10mins prior because all the figures that needs to be finalized (weight and balance ) before the air craft is due to take off.
We may not re-open a flight once it has been closed as this cause's irregularities in the figures and the paperwork takes longer to finalise. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period. It is required from all customers to contact the call centre in advance should they not be able to make it for the booked flights.
We will be in touch with you directly for more details and further investigations.
Kind regards,
Thuli
Customer Relations