NO communication and bad service

I have had a very unpleasant encounter with the staff of Kulula at OR Tambo international, especially the ground staff manning the ticket office as well as the Checkin Clerk at the queue on the 12th of December 2015. <br> I can't find any proof that Kulula has communicated to their customers the new pet handling policy and yet they treated me as if I was the one at fault.<br> I have been travelling with my pet (a cat) for the past 10 years, taking him on holidays with me. Apart from the first trip I have always made use of the same method in ensuring he travels with us as a family. That being checking him in with our baggage and then paying for excess at the ticket counter at the respective airport. Our December holiday tickets have been booked in August 2015 and no specific mention was made of specific arrangements required should you be travelling with pets based on the policy that changed. Neither on the booking reference confirmation was any mention made regarding a policy change to inform customers that additional arrangements needs to be made when travelling with pets.<br> I have raised this with the official [Email Removed] email but the response I received is so unprofessional.<br>