Kulula Hidden costs and Terrible travelling experience.

When I booked my family holiday on the Kulula website, I indicated all the particulars of my family and who will be traveling. After seeing the final value on the website we made the payment and we got confirmation that our seats have been reserved. We when to get boarded for our flight to our destination we had no issues. When coming back from our destination, they told us we cant book in and needed to go to the info desk. We were then told we needed to pay an additinal amount before we can board the plane. They could not prove to us that we had made any short payments, and after an hour of troubles i paid the amount so we could get to our flight. What a way to end a family vacation. Why are their always hidden costs and ways to make your clients end their holidays on a bad note.