Flight over booked, bad attitude from staff, I have to pay

<p>I am really at my wits end with Kulula. Their staff have the worst attitudes imaginable and they are not interested in your situation and trying to rectify their mistakes. on the 20/04/2016 I was on a flight from ORT to CPT at 10am and the flight was overbooked. I got there 18 minutes before the flight closed for check-in but was told that I needed to be there 90 mins before because my deat has now been given to someone else! The lady behind the counter refused to put me onto the next flight without my paying the difference which I then had no choice but to do as I needed to be in CPT on that day for work. To my horror, I had to pay R1660. Booking Reference: XHNGGD. I complained to everyone in sight but no-one seemed to be able to assist me. There was only 1 lady who said that there were no supervisers on the floor but that I should take it up with head office because she could see the bad service that I had received from the ground hostess at the check-in counter. I then arrived in Cpt and became so consumed in work and started to travel once a week that I did not have the time to report what had happened to me and how unfair this was of Kulula. On the 11/12/2016, I arrived at the airport with 3 other travellers, 1 of which was 13 at the time for whom I had booked a pre-paid seat on the flight for in the Emergency Exit area. I was not aware of the restriction that only passengers over the age of 18 may sit in this area and neither was I alerted on the website when making the booking. I was charged R120 for the seats. As the 13years could not sit in that, both him and his sister, who I had also paid R120 for a seat for were moved to seats other seats at the back of the plane which they had no choice in selecting and were not happy with. I was NOT refunded the R240.00, Booking Code: SFSRXE, Ticket Numbers: ********** 488877 and ********** 488876. On the 29/01/2017 to my complete regret I yet again tried to restore my faith in Kulula and travelled from Lanseria to CPT. I was on the 13:45 flight. I had checked in online and had the bag that I had carried onboard with me 2 days before with an intention to again carry this bag on board. On checking in online, I was not e-mailed my boarding pass by the airline and therefore needed to go to the check-in counter at Lanseria to have them print my boarding pass. Unfortunately for me, I was met there by a group of the most unhappiest, miserable, life heating woman I had ever seen. Their attitude on my arrival already alerted me of the poor service that they would give me and of their sense of 'they are doing me a favor' attitudes that they had. One of the ladies printed my boarding pass and handed to me and as I turned around and walked away, the supervisor(Mammelo) called me back and asked me to weigh my hand luggage bag which was 1.8 kg over the limit. I had advised her that I cam to Jhb for the weekend and travelled with the same back 2 days prior and had reassured her that there was nothing additional put in the bag since then. She insisted that I could not take the bag onto the plane and needed to check the bag in. I then agreed to check the bag in however on saying that the lady sitting at the check in counter advised me that the flight has just closed for check in. They both then advised, that I would need to go to the ticket sales counter and have them change my ticket and put me onto the next flight(16:10) and be liaible for any additional fees. I was horrified. The lady behind the checkin counter saw my Mom who had a little suit case next to her(who was also travelling but on a different flight to a different city), standing next to me and asked me if that was my bag as well, I rep**** no it's not, her response was,"THEN WHOSE BAG IS IT?" Both my mother and I were astounded at her tone and so were the other passengers that were standing around in the queues etc. I told her that it didn't matter and walked over to ticket sales where I was advised that I needed to pay R992.00 to get onto the 16:10 flight. I need to report to work the next day and had no choice however asked to speak to a Supervisor to try to seek some assistance in firstly the terrible service that I had received from the companys staff and secondly in trying to get onto the next flight without ME having to incur any additional costs. Well well, it was my luck that the ONLY supervisor on duty was Mammelo who had a smerk on her face the entire time that my brother and I asked her to assist us, she was adamant and persistent, she never apologised once for the bad service or the inconvenience that I was now faced in. That I had to re-arrange transport for myself, incur additional costs or that herstaff was so blatently rude to me. She was of no help and there were other people that I had met in the boarding line that also complained about her. She was terrible. A bad face for the company, not a peoples person, very arrogant and exceptionally rude. She spoke over us, her body language and facial expression continuously showed us that she was not interested in what we had to say and that her decision was final. I am now at a point where I am disgusted to say in the least! I want to be refunded ALL my money (R1660 + R240 + R992) for all the times that I have been done in by Kulula. If you honour this, I will consider giving you guys another chance to redeem yourselves. I am extremely disappointed and feel that as I paying customer I deserve to be treated better than this. I travel locally approx 10-12 times a year and know many people who travel alot more than that. With every year that is passing, the service that we are experiencing at Kulula is becoming worse and worse. No-one considers the client, there is no element of soft s****s, empathy or understanding. Looking forward to hearing from someone that can change my perception 180 degrees around.</p>