Kulula .....WHAT IS GOING ON??
On the way to the airport we received an sms informing us of the flight being delayed, new departing time 13.25 for George instead of 11.10 as was booked. This was unfortunately too late as we had already left for OR Tambo airport due to the congested traffic to the airport.
At the airport we were informed by the gentleman checking our bags in that a ‘compensation’ would be offered and then declined by the supervisor as “the flight was not 3 hours late”. My husband commented discomfort in disorganisation whilst the booking bag agent looked at us in disbelief and embarrassment.
At the airport a further delay took place with Flight 925 departing at 14.40 and not 13.25!
This further delay, resulted in a whole day lost traveling, for a domestic flight. Arriving late in George and having to travel an hour to Plettenberg Bay where we were booked into the hotel and obviously as is customary when arriving so late in the evening at a hotel, the hotel assumes a “no show’ and gave away our requested sea view hotel room. So we were stuck with a ****ty room for the four days we had left on our trip – we lost a whole day traveling due to the delayed flight!!
Once we boarded flight 925, the usual light hearted atmosphere which we have come to love traveling with Kulula was replaced with a sour tense vibe. No smiles, no humour as if this unacceptable delay was the clients fault. The pilot went into a long explanation that the flight was delayed due to no oxygen and the person responsible was not available to refill the needed oxygen for the flight. AND went further to say, I quote: “ Please it is not the crews fault don’t take it out on them!”
One begs the question; is it the clients fault that the pilot and crew turn the experience into a sour tense atmosphere instead of making light of a bad situation after the client have been inconvenienced??
No further announcement re “on the right we are now flying over this mountain or that…….” Which enhances the wonderful experience, we as frequent Vitality Discovery flyers have always enjoyed over the years, except this time and not sure if this is now the new ‘normal’ with Kulula?
The whole day of our short break was lost due to mismanagement and incompetence. Furthermore on arrival at the car hire no car was available for an upgrade due to the late hour firstly and secondly due to the late hour, we had to wait a further 20 minutes for someone to inspect the badly dented and bumped vehicle as staff had already left for the day.
What an unpleasant experience – one goes away to destress and lands up being more stressed and furthermore inconvenienced by not having a choice in obtain the required vehicle to hire let alone the requested hotel room, due to no fault of ours – THANK YOU Kulula so much!
My husband suggested it was time to give other airliners our loyal business. Even with the Discovery Vitality discounts, it’s no longer worth the stress and valuable wasted precious time in using Kulula.