Kulula.com the most inefficient airline, that exists in SA.

I am extremely disappointed at my most recent experience with Kulula.com. I had an evening flight on Saturday the 8th June 2019 MN635, flying from OR Tambo to Durban. It was my son who is the most frequent flyer and myself. I had checked in online the previous day before the flight. We had arrived 45 mins to departure, knowing the fact that the boarding gates are not closed, they were opened. To my astonishment there were no staff present at the counters to assist. The counters were all closed. I had to go the Kulula office and find a lady by the name of Joanne, situated adjacent to the Kulula counters, who was absolutely abrupt rude and disrespectful, she said that we can go through but without the bag, considering the fact that I checked in online ,the purpose of checking in is to ensure the system and staff awareness, that you are confirming your flight and selected your seats. Joanne had insisted that I was not able to take my bags through, only myself and my son was allowed to go through. She had mentioned that I was late, although advising her prior that there were no staff present. I also mentioned that I would pay for the bag to go on. She was adamant that she could not assist us in any way. I had to leave my sons bag behind, he is going to to be staying over in Durban for the next four weeks. I then went through the boarding gates, there were still a line of people boarding, got onto the plane we sat for another 45 mins on the plane, no staff, no one had informed that there is a delay. In the time that the flight had been delayed I could of got my bag onto the flight. I was informed that we could not take no bags onto the flight. I am disgusted with the manner in which my son and I have been treated by the staff of Kulula. Note. 1. No Staff present at the counters - If there is an emergency or inquiry , surely one person must be present before the flight takes off. This is given not a norm. 2. We were allowed through without bags, if we were late why did Joanne allow us through. 3.Got onto the flight there was a further 45min delay, my bag could of been on the flight in that time. 4. No one informed of a delay. 5. Kulula staff are not peoples persons, need to communicate and deliver professionally. 6. I had to incur further costs for my sons clothes and a result of not allowing my bag onto the flight. We sat on the flight disappointed and disgusted, with experienced, ********* professionalism of Kulula staff and knowing the fact that we do not have any bags to receive when we land. I hope that Kulula staff do not treat other people and have to experience what I have been through. My family and I would not be taking another Kulula flight again, due to bad experiences with this specific airline.

Germaine Michael Contact: ********** / **********