Kulula Lanseria staff - the worst!

i sent this message to Kulula on the 10th of January, still no response.

Hi there, I’m so angry I had to advise of the shocking service I received while checking in for my flight this morning.

I arrived at Lanseria at about 4:15 this morning. I went to the Kulula desk to check in and was half greeted by a lady who was mid conversation with her colleagues. she was so busy chatting to her mates I was barely greeted. I handed over my ID and before looking up my details she yelled out to her friend beside her to hang in because she wanted to hear the rest of her story. another one of her colleagues then approached the desk and they were giggling, while talking to her friend she asked if I would like to check in my bag, said yes and then she carried on talking to her friend while issuing my boarding pass. This whole time I waited for her instruction to put my bag on the scale to weigh and check in, when she gave me my boarding pass I asked about checking in my bag. She abruptly responded that she thought I didn’t want to check it in.

At this point I’m annoyed so I calmly said, had you not been talking to your friends and paying attention, you would have heard me say yes when you asked me if I wanted to check it in. She then started yelling at the top of her voice , mam there is no need to be rude at this time I’m trying to help you and you are being rude!! As I tried to recollect my experience to her she kept repeating you are rude, you are rude, she then went on to say that she wasn’t gossiping with her friends, they were discussing the flight schedule to make sure I get on my flight ( I didn’t know a discussion about the flight schedule was so funny). This staff member assumed I didn’t speak an African language and in Zulu, while I was standing there proceeded to tell her colleagues that, I’m annoying and she didn’t know what my problem is so early in the morning.

Before this staff member gave me my boarding pass she snapped at me again saying that when you check in a bag I’m supposed to put it on the scale without having to be asked to do it and it’s standard practice and I should know this. Now the thing is I’m from New Zealand, and standard practice when you check in a bag is to wait for the person assisting you to instruct you to put your bag on, to be weighed and checked in and this is what I was doing. OR Tambo does the same thing. A second point is this was the first time I had ever flown out of Lanseria and my first flight with Kulula.

Whilst I managed to check my bag in in the end, I was so upset at the utter disrespect and appalling service I received. I’m a paying customer and whilst I don’t expect the red carpet, I do expect common decency.

I’m not too sure of the name of the woman that checked me in but I felt it important that you are aware as I do not believe flying should be such an unpleasant experience.

Regards Dunniella