KO
Kash O
1 reviews | Active since Oct 2015
22 Dec 2015, 12:33
Kulula damaged my luggage & refuse responsibility
I flew Kulula on Friday 18th December 2015 from JNB to CPT (Flight MN109). Upon arrival in CPT, I found that my luggage was damaged. I reported this to Kulula ground handling team (The person didn't want to disclose their name , but I managed to establish that it was Elizabeth). I was informed by \Elizabeth"that this is not Kulula's responsibility as \""I signed the policy when I checked in\"". Surely this is not correct as I as a customer"
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Kulula.com's replyOfficial
23 Dec 2015, 07:51Hello KO14,
We were rather concerned to learn of the problems you experienced when you collected your luggage from your flight to Cape Town.
Every effort is made to overcome this type of problem, but despite the many precautions taken any system that involves both human and mechanical interaction can be prone to failure.
As mentioned in terms of General Conditions of Carriage for Passengers and Baggage, we do not accept liability for the loss of, or damage to fragile perishable articles as well as minor cuts, dents, scratches and damage to protruding items from passengers luggage such as handles, wheels, zips, locks and straps with or without the knowledge of kulula.com or Comair Ltd.
We can assure you that we are not complacent, and we are doing all we can to improve security and our baggage handling services where necessary.Our airport teams will be taking this up with our baggage handling company. As we expect all our customer luggage to be treated with care and not to be damaged.
We wish to thank you for bringing this matter to our attention, as customer feedback is essential in our efforts to uphold our standards of service excellence.
Kind regards,
Bronwyn
We were rather concerned to learn of the problems you experienced when you collected your luggage from your flight to Cape Town.
Every effort is made to overcome this type of problem, but despite the many precautions taken any system that involves both human and mechanical interaction can be prone to failure.
As mentioned in terms of General Conditions of Carriage for Passengers and Baggage, we do not accept liability for the loss of, or damage to fragile perishable articles as well as minor cuts, dents, scratches and damage to protruding items from passengers luggage such as handles, wheels, zips, locks and straps with or without the knowledge of kulula.com or Comair Ltd.
We can assure you that we are not complacent, and we are doing all we can to improve security and our baggage handling services where necessary.Our airport teams will be taking this up with our baggage handling company. As we expect all our customer luggage to be treated with care and not to be damaged.
We wish to thank you for bringing this matter to our attention, as customer feedback is essential in our efforts to uphold our standards of service excellence.
Kind regards,
Bronwyn
Kulula.com's reply23 Dec 2015, 07:51
Official
Hello KO14,
We were rather concerned to learn of the problems you experienced when you collected your luggage from your flight to Cape Town.
Every effort is made to overcome this type of problem, but despite the many precautions taken any system that involves both human and mechanical interaction can be prone to failure.
As mentioned in terms of General Conditions of Carriage for Passengers and Baggage, we do not accept liability for the loss of, or damage to fragile perishable articles as well as minor cuts, dents, scratches and damage to protruding items from passengers luggage such as handles, wheels, zips, locks and straps with or without the knowledge of kulula.com or Comair Ltd.
We can assure you that we are not complacent, and we are doing all we can to improve security and our baggage handling services where necessary.Our airport teams will be taking this up with our baggage handling company. As we expect all our customer luggage to be treated with care and not to be damaged.
We wish to thank you for bringing this matter to our attention, as customer feedback is essential in our efforts to uphold our standards of service excellence.
Kind regards,
Bronwyn
We were rather concerned to learn of the problems you experienced when you collected your luggage from your flight to Cape Town.
Every effort is made to overcome this type of problem, but despite the many precautions taken any system that involves both human and mechanical interaction can be prone to failure.
As mentioned in terms of General Conditions of Carriage for Passengers and Baggage, we do not accept liability for the loss of, or damage to fragile perishable articles as well as minor cuts, dents, scratches and damage to protruding items from passengers luggage such as handles, wheels, zips, locks and straps with or without the knowledge of kulula.com or Comair Ltd.
We can assure you that we are not complacent, and we are doing all we can to improve security and our baggage handling services where necessary.Our airport teams will be taking this up with our baggage handling company. As we expect all our customer luggage to be treated with care and not to be damaged.
We wish to thank you for bringing this matter to our attention, as customer feedback is essential in our efforts to uphold our standards of service excellence.
Kind regards,
Bronwyn