NEVER FLY KULULA IF YOU'RE A MUSICIAN!

What a bad experience from start to finish. So I had to travel to Cape town from Jhb last week to attend a songwriters retreat. I had to also take along my instrument. After phoning the call centre and browsing your website I couldn't find any help or indication concerning my guitar and if I was going to have to pay a fee to take it along. When phoning the call center and staying on the line for close to 20 min the lady at the call centre couldn't give me an answer.

So I took on the journey on route to Cape Town. And so my guitar was checked in with my hand luggage free of charge (Which has always been the case as I have travelled with Kulula quite often in the past).

Returning on Sunday though was terrible. When I got to the check in counter the lady told me that I was going to have to pay for my guitar because of its size (Normal guitar size- which usually gets loaded with Prams, strollers etc). Explaining to her that I travelled with the guitar to Cape Town, called the call centre to confirm, looked at the website and found no real info concerning this, she called the supervisor and came back with the news that I still have to pay for my guitar.

I had to pay in R415 to bring my guitar back. I think this is disgraceful that you guys have no clear policy concerning your instrument regulations and that the musicians have to pay up because of your lack of policy info. Every kulula counter has a different take on instrument policies. Please can you be specific on your website and also then inform the airport staff of that policies. I can't believe that you guys aren't looking out for musicians. To top it all off, our flight was delayed by 1 hour and when we landed, about 30 people never got their luggage and had to fill in missing luggage forms.

Will definitely never fly Kulula again.