AH
Anton H
1 reviews | Active since Mar 2015
02 Mar 2015, 09:51
Overbooking of flights by Kulula
I was booked on flight MN 118 on 1/3/15 at 08h00 from Cape Town to JHB. The booking was done in advance. I arrived at the airport at 07h00. I travelled with my son. He was issued a boarding pass at one of self service kiosk. I was declined a boarding pass.<br> <br> I was sent to counter 106 where I learnt together with other that the flight is overbooked and was issued a R400 voucher plus a ticket for a delayed flight at 09h40.<br> <br> Evident hat Kulula sold \my"seat \""twice\"" (along with quite a number of other passengers)"
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Kulula.com's replyOfficial
16 Apr 2015, 11:15Hello an4onh@,
Thank you for taking the time tell us about your recent experience.
Please accept our apologies for the service failure you experienced when you were unable to travel on your booked flight.We do pride ourselves on being a leader in customer service and we are always disappointed when we have failed to meet our own high standards.
Overbooking is a common approach used by all airlines. The reason this is done is because we go according to previous years statistics on the no-show rate ( passengers who do no pitch for their flight). We will then overbook the flight by this percentage of expected no-shows. In most cases this works and no problems are experienced. However, on the rare occasions when there are more passengers arriving for check-in than expected they will be placed on standby until the flight is closed.
I will be in touch with you directly to advise further on this .
Bye for now.
Fazila Khan
Customer Relations
Thank you for taking the time tell us about your recent experience.
Please accept our apologies for the service failure you experienced when you were unable to travel on your booked flight.We do pride ourselves on being a leader in customer service and we are always disappointed when we have failed to meet our own high standards.
Overbooking is a common approach used by all airlines. The reason this is done is because we go according to previous years statistics on the no-show rate ( passengers who do no pitch for their flight). We will then overbook the flight by this percentage of expected no-shows. In most cases this works and no problems are experienced. However, on the rare occasions when there are more passengers arriving for check-in than expected they will be placed on standby until the flight is closed.
I will be in touch with you directly to advise further on this .
Bye for now.
Fazila Khan
Customer Relations
Kulula.com's reply16 Apr 2015, 11:15
Official
Hello an4onh@,
Thank you for taking the time tell us about your recent experience.
Please accept our apologies for the service failure you experienced when you were unable to travel on your booked flight.We do pride ourselves on being a leader in customer service and we are always disappointed when we have failed to meet our own high standards.
Overbooking is a common approach used by all airlines. The reason this is done is because we go according to previous years statistics on the no-show rate ( passengers who do no pitch for their flight). We will then overbook the flight by this percentage of expected no-shows. In most cases this works and no problems are experienced. However, on the rare occasions when there are more passengers arriving for check-in than expected they will be placed on standby until the flight is closed.
I will be in touch with you directly to advise further on this .
Bye for now.
Fazila Khan
Customer Relations
Thank you for taking the time tell us about your recent experience.
Please accept our apologies for the service failure you experienced when you were unable to travel on your booked flight.We do pride ourselves on being a leader in customer service and we are always disappointed when we have failed to meet our own high standards.
Overbooking is a common approach used by all airlines. The reason this is done is because we go according to previous years statistics on the no-show rate ( passengers who do no pitch for their flight). We will then overbook the flight by this percentage of expected no-shows. In most cases this works and no problems are experienced. However, on the rare occasions when there are more passengers arriving for check-in than expected they will be placed on standby until the flight is closed.
I will be in touch with you directly to advise further on this .
Bye for now.
Fazila Khan
Customer Relations