Pathetic service

Absolutely disgusted with the service from Kulula.

On Sunday, 26th May, I was due to travel to Durban on the 19:50 flight. I did my check in the night before, seat selected and had my boarding pass. Was in the queue before 7pm at OR Tambo to send my 1 bag through and I had another bag as carry on luggage. Only 2 counters were open, as a result the line was long.

Eventually got to Lesedi who was the most arrogant person I have ever had to deal with. She didn't speak to me after I gave her my ID but started conversing in vernac to the other check in lady. I asked her if there was a problem. She asked me to "just wait". Then she gets on the phone and after a lengthy conversation, tells me the baggage gate was closed and I need to go to ticket sales. I asked what for and was told that I would need to see if I can buy another ticket. I asked why do I need another ticket when I have 1 and was already checked in. She became even more arrogant and said there's nothing she can do.

Panicking, I go to ticket sales to be met with another arrogant staff member who said I need to buy another ticket or leave so she can attend to the next person. I had to give in and purchase another ticket for the next flight.

Now, my issue is, the boarding gates for the first flight only opened at 19:20. I had plenty of time to board but because the baggage gate was closed I had to pay for the next flight??? Mind you, I was on time but due to *********** staff, I was "late". All the lady had to do was allow me to take both bags as carry on OR send 1 bag on the next flight. This was an uncalled for expense. What if I didn't have the money on hand to pay? There were many others who experienced the same issue. This just seems like a money making scheme.

As a frequent flyer, I have never experienced this at any other airport nor with any other airline. Kulula has just lost yet another customer and I will make sure to let others know of my horrific experience.