1 reviews | Active since Jul 2013
Overweight for pasanger with infant
I would like to express my absolute disappointment and anger at the way Kulula treated my wife and my 11 week old baby girl.<br> <br> She was charged overweight on both flights going down to Cape Town as well as her return, and that for being overweight by no more than 8kg on her way down and 2kg on her way back with only one suitcase.<br> <br> She was traveling with an infant and at no time was any consideration given towards her handling the baby as well as the luggage. The only comment received was that the baby was entitled to her own bag with a weight limit of 20kg<br> <br> How do you expect a woman with an infant managing two suitcases and her baby. In total she was still underweight but a simple no was the answer from your staff.<br> <br> She had to pay an additional R300 per flight for this. I find this absolutely shocking and unacceptable. I will definitely reconsider all my options before booking another flight with your airline. This is absolutely the worst service one can imagine, and this coming from a low cost carrier that has a pretty good name in South Africa.<br> <br> Absolutely pathetic<br>
Thanks for taking the time to contact us. I do apologise for the manner in which your situation was handled.
With increased fuel charges and costs in carriage of baggage it has been necessary for us to review how we best manage this in relation to how we improve efficiency in our business and provide a good customer proposition at the same time . When customers purchase a flight , the ticket includes a seat plus the 'free checked baggage' allowance 1 bag @ 20kg and hand baggage allowance 1 bag @ 7kg per person. Any additional value that the customer prefers in addition to this has a cost association which must be borne by the customer. In the long term we believe that managing cost in our business and improving efficiency will allow us to pass benefit on to our passengers by maintaining and even possibly reducing airfares.
Your comments regarding the manner in which Marlene was addressed has been brought to the attention of our station managers so that it can be addressed with the staff member .
We appreciate your feedback as we are always on the lookout for ways of improving our service to our passengers.
Bye for now
Fazila Khan
Customer Relations
Thanks for taking the time to contact us. I do apologise for the manner in which your situation was handled.
With increased fuel charges and costs in carriage of baggage it has been necessary for us to review how we best manage this in relation to how we improve efficiency in our business and provide a good customer proposition at the same time . When customers purchase a flight , the ticket includes a seat plus the 'free checked baggage' allowance 1 bag @ 20kg and hand baggage allowance 1 bag @ 7kg per person. Any additional value that the customer prefers in addition to this has a cost association which must be borne by the customer. In the long term we believe that managing cost in our business and improving efficiency will allow us to pass benefit on to our passengers by maintaining and even possibly reducing airfares.
Your comments regarding the manner in which Marlene was addressed has been brought to the attention of our station managers so that it can be addressed with the staff member .
We appreciate your feedback as we are always on the lookout for ways of improving our service to our passengers.
Bye for now
Fazila Khan
Customer Relations