Horrible Service/ Booking reference: UWRDHE

Dear Kulula CR Team

Complaint - Booking reference: UWRDHE

I am writing this email through to you regarding the horrible service we received relating to booking reference: UWRDHE.

We called the call centre to make arrangements for special assistance on the 28th of December. I spoke to an individual by the name of Nandipha at 16:23m the call was about 12minutes long. The individual was rude and unhelpful, when I asked to speak to a manager, she instead went silent and then informed me that she would help me. I then proceeded to provide answers to her questions. She then confirmed that she had processed the special assist request and all was in order for the passenger.

When we arrived at the airport, we where total by the ticket counter assistant that there was no special assist service requested for the passenger and they would see what they could do. The ticket counter assistant was able to arrange for someone to fetch the passenger and move him to the special assist waiting area. I had paid for both travelers to be seated in row 3 – I verified at the ticket counter that the seats have been allocated accordingly – she checked and validated with me. Following this – the flight was delayed, when the passenger was loaded onto the plane, he was asked to move to row 15 (by himself) – bare in mind the individual is disabled, and that we paid for him to be seated in row 3.

In addition, he was separated from his partner, who was asked to sit elsewhere, hence she was not able to assist him.

This is horrible service from Kulula, and not the first time this very same passenger is experiencing this kind of service.

I would like feedback, in addition, I want to understand why I was charged an additional R75 per passenger for seats if we are not getting the seat we paid for.

Kind Regards Candis