EP
Elizabeth P
1 reviews | Active since Jun 2015
13 Jun 2015, 20:28
Kulula complaint
We were on a flight from Lanseria to Cape Town on Friday 12/06 at 14.55, two adults and a baby. The baggage allowance that is allowed for check in is 3 suitcases, baby car seat, and 2 hand luggage and a bag for the baby. We had 2 cases, 22 & 23kg respectively and a folded up and bubble wrapped baby camping cot and we had one small back pack and a bag for the baby. We had a lot less than what was allowed but the lady (P-----e) informed us we had to pay R 250.00 per case overweight (R 500.)!!! We have flown with Kulula on numerous occasions to Cape Town and Durban and have never had a problem but at this stage will not be flying Kulula again only if we are really desperate. will fly Mango from now on
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Kulula.com's replyOfficial
15 Jun 2015, 10:09Hello Arinapetit,
Thank you for your post. Historically the average cost that the airlines have to pay for handling baggage was included in every ticket, so effectively people with no baggage subsidized those with baggage. As ticket prices have risen with the fuel price and exchange rate we have had to find ways to keep cheap tickets in the market in order to try and stop the total market from shrinking.
Our current policy imposes a fee for an additional bag which at our counters is R350. If an extra bag is purchased online the cost is R250. If any one item of baggage exceeds 20kgs, a heavy bag fee of R250 is imposed on it as well. The heavy bags cannot be purchased online unfortunately, only at the airport after it has been weighed. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the per piece concept which is a global standard. As some of your bags were overweight, you were charged for the heavy pieces accordingly.
Yours Sincerely,
Nazley - CR
Thank you for your post. Historically the average cost that the airlines have to pay for handling baggage was included in every ticket, so effectively people with no baggage subsidized those with baggage. As ticket prices have risen with the fuel price and exchange rate we have had to find ways to keep cheap tickets in the market in order to try and stop the total market from shrinking.
Our current policy imposes a fee for an additional bag which at our counters is R350. If an extra bag is purchased online the cost is R250. If any one item of baggage exceeds 20kgs, a heavy bag fee of R250 is imposed on it as well. The heavy bags cannot be purchased online unfortunately, only at the airport after it has been weighed. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the per piece concept which is a global standard. As some of your bags were overweight, you were charged for the heavy pieces accordingly.
Yours Sincerely,
Nazley - CR
Best regards,
Kulula.com's reply15 Jun 2015, 10:09
Official
Hello Arinapetit,
Thank you for your post. Historically the average cost that the airlines have to pay for handling baggage was included in every ticket, so effectively people with no baggage subsidized those with baggage. As ticket prices have risen with the fuel price and exchange rate we have had to find ways to keep cheap tickets in the market in order to try and stop the total market from shrinking.
Our current policy imposes a fee for an additional bag which at our counters is R350. If an extra bag is purchased online the cost is R250. If any one item of baggage exceeds 20kgs, a heavy bag fee of R250 is imposed on it as well. The heavy bags cannot be purchased online unfortunately, only at the airport after it has been weighed. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the per piece concept which is a global standard. As some of your bags were overweight, you were charged for the heavy pieces accordingly.
Yours Sincerely,
Nazley - CR
Thank you for your post. Historically the average cost that the airlines have to pay for handling baggage was included in every ticket, so effectively people with no baggage subsidized those with baggage. As ticket prices have risen with the fuel price and exchange rate we have had to find ways to keep cheap tickets in the market in order to try and stop the total market from shrinking.
Our current policy imposes a fee for an additional bag which at our counters is R350. If an extra bag is purchased online the cost is R250. If any one item of baggage exceeds 20kgs, a heavy bag fee of R250 is imposed on it as well. The heavy bags cannot be purchased online unfortunately, only at the airport after it has been weighed. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the per piece concept which is a global standard. As some of your bags were overweight, you were charged for the heavy pieces accordingly.
Yours Sincerely,
Nazley - CR
Best regards,