1 reviews | Active since Mar 2014
Overbooking on Kulula
I booked tickets online at [URL Removed] on 18/02/2015 for my sons to fly back to varsity on Mon 13 April 2015 (BA6300 Dbn to Cape Town). The flight departed at 06.25 and we got them to the airport at 05.25. They went to book in and were told that the flight was overbooked and that there were no more seats and that they would have to fly to Cape Town via Jhb on a later flight. They eventually arrived in Cape Town at 11.15 (instead of 08.35) and then found that their baggage was \lost". An hour later the baggage \""appeared\"". They eventually got to varsity at 13.30pm. I had to pay for a taxi from CT airport to Stellenbosch as they had missed their lift. My son had an engineering project to hand in \""in person\"" at 10.30 by the latest and has now not been given a mark of 0% for the project as he did not hand it in in time - this may cost him dearly in that course. I would appreciate some feedback from either Kulula or British Airways. OVERBOOKING IS NOT AN EXCUSE."""
Thank you for taking the time tell us about your recent experience.
Please accept our apologies for the service failure experienced when Anton was unable to travel on his booked flight. We do prides 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 despite being booked). 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 in this regard .
Kind regards.
Fazila Khan
Customer Relations
Best regards,
Thank you for taking the time tell us about your recent experience.
Please accept our apologies for the service failure experienced when Anton was unable to travel on his booked flight. We do prides 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 despite being booked). 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 in this regard .
Kind regards.
Fazila Khan
Customer Relations
Best regards,