My 12 year old daughter left in tears...

This is the first time I have ever felt compelled to write a review of any kind. My daughter (12) was forced to leave her cello behind at a storage facility at OR Tambo. Kulula policy states they should be informed 48h prior about cellos. According to policy, I tried to contact Kulula customer care several times, holding for more than 10 min respectively, with no avail. I sent an email, but have up to this day, not received any confirmation. My daughter was left in tears, begging the rude check-in lady to please help. She was even sarcastically told that she could wait at the airport for 48h for the next flight to take the cello. No empathy was shown. She was treated with disrespect and contempt. Their incompetence caused so much unnecessary stress, wasted time and money, which I do not have! It cost me R1600 (which was meant for Apr school fees) for a courier to safely get the cello back to the Western Cape. My daughter (inseparable from her cello) was severely traumatized by this. Fearing that her cello will get damaged/******. Her cello is the one object she loves dearly, just as someone else feels about their car, phone or laptop. I will never ever make use of this airline again and will never recommend Kulula to anyone.