Khulula's ****er Customer Service!

I had the Misfortune of using Khulula again. After the last poor experience and their prompt response and support, i have been recommending them to friends and family alike.

On 24 August 2018, I booked for my Fiance and I to fly from Lanseria at 21h30 in Gauteng to arrive at King Shaka at 22h35 in Durban to celebrate my birthday. We parked at the airport. At The check in at the Airport I was impressed with the friendly staff and service. I requested a window and middle seat and was informed that all window seats were taken.

We got to the gate an hour early. and stood in the queue that was already building up. After an hour of standing (and sometimes sitting )and waiting, we were informed that the flight will be delayed by 30 minutes.

We saw the Aircraft in question taxi in and An hour later we could still see passengers and crew milling around.We eventually boarded around 22h45

The people picking me up at King Shaka were expecting to just pick up and go , only to discover they would now have to pay for parking and sit around waiting which in turn delayed our departure to our party destination.

Needless to say we had an awesome weekend of celebration.

On sunday night I was booked on the last flight back (21h50)from King Shaka to Lanseria.

I received a polite sms, advising that the flight will be delayed until 22h25.

On arrival at the Check In, i met with a surly and unfriendly representative who wanted to know why we had hand luggage and a bag . (These allowance are made known to passengers).

I was then advised that if I wanted 2 seats , I Needed to book and check in online or I must take what she offers.

My fiance and I were allocated centre seats behind each other in 2 seperate rows. I was the told that if I didnt take those it would be centre seats 7 rows apart.

To aggravate matters, a trainee at the service desk again informed me that Passengers need to check in online if they had seat preferences. (Seems to be a policy )What happens to potential passengers that dont have access to the internet?

We get to the gate and get informed that The flight was further delayed until 22h55 We eventually boarded around 23h15.

Again the arrival was after midnight on monday morning, (and resulted in further parking costs.)

I have made it my mission to Let it be known that this will be the last time I or anyone I know fly Khulula, and if anyone expects a airline to deliver efficient friendly service, to consider any other airline.

For all their allegedly acclaimed innovation and progress, Khulula needs to spend some time and money on their customer service and people development, keep their focus on Flying and get their scheduling and turnaround right.

If you are fortunate enough to read this, DO NOT FLY KHULULA!