aK
abie K
1 reviews | Active since Jan 2016
03 Apr 2016, 14:10
penalty fees
on 2/04/2016 we missed boarding time by 5 minutes, without any sympathy my daughter was told to go to office where we meet this unfriendly ,unsympathetic lady at desk ,we were told will be charged R300 penalty and total amount is R1527.60 YET previously I merely spent R900 for the ticket , to me kulula ,you chased one regular customer for penalising me for losing a flight, should I had time and energy it was cheaper to go to youre competitor may I would have spend only R1000, I have already lost why crucify me further
Helpful (0)
Replies (1)0
Replies (1)
Kulula.com's replyOfficial
04 Apr 2016, 11:31Hello kopong,
Thank you for taking the time to contact us.
We certainly understand your frustration when Ms. Penelope missed her flight ex Lanseria airport on the 02 Apr'16 . All our flights close 30 minutes prior to departure and the boarding gates close 10mins prior to departure. This is all done in this way because of all the figures that need to be finalised (weight and balance) before the air craft is due to take off.
In addition to having to pay a change fee for a change of reservation, you would have to pay any difference between the fare and taxes on the original flight booked and the available fare and taxes (if applicable) on the new flight requested.
Once a boarding pass has been given to a passenger , the onus lies with the passenger to ensure that they board through the gate at the stipulated time . The airline cannot be held liable for any lapses in this regard .
Thank you for allowing me the opportunity of a response .
Bye for now.
Fazila Khan
Customer Relations
Thank you for taking the time to contact us.
We certainly understand your frustration when Ms. Penelope missed her flight ex Lanseria airport on the 02 Apr'16 . All our flights close 30 minutes prior to departure and the boarding gates close 10mins prior to departure. This is all done in this way because of all the figures that need to be finalised (weight and balance) before the air craft is due to take off.
In addition to having to pay a change fee for a change of reservation, you would have to pay any difference between the fare and taxes on the original flight booked and the available fare and taxes (if applicable) on the new flight requested.
Once a boarding pass has been given to a passenger , the onus lies with the passenger to ensure that they board through the gate at the stipulated time . The airline cannot be held liable for any lapses in this regard .
Thank you for allowing me the opportunity of a response .
Bye for now.
Fazila Khan
Customer Relations
Best regards,
Kulula.com's reply04 Apr 2016, 11:31
Official
Hello kopong,
Thank you for taking the time to contact us.
We certainly understand your frustration when Ms. Penelope missed her flight ex Lanseria airport on the 02 Apr'16 . All our flights close 30 minutes prior to departure and the boarding gates close 10mins prior to departure. This is all done in this way because of all the figures that need to be finalised (weight and balance) before the air craft is due to take off.
In addition to having to pay a change fee for a change of reservation, you would have to pay any difference between the fare and taxes on the original flight booked and the available fare and taxes (if applicable) on the new flight requested.
Once a boarding pass has been given to a passenger , the onus lies with the passenger to ensure that they board through the gate at the stipulated time . The airline cannot be held liable for any lapses in this regard .
Thank you for allowing me the opportunity of a response .
Bye for now.
Fazila Khan
Customer Relations
Thank you for taking the time to contact us.
We certainly understand your frustration when Ms. Penelope missed her flight ex Lanseria airport on the 02 Apr'16 . All our flights close 30 minutes prior to departure and the boarding gates close 10mins prior to departure. This is all done in this way because of all the figures that need to be finalised (weight and balance) before the air craft is due to take off.
In addition to having to pay a change fee for a change of reservation, you would have to pay any difference between the fare and taxes on the original flight booked and the available fare and taxes (if applicable) on the new flight requested.
Once a boarding pass has been given to a passenger , the onus lies with the passenger to ensure that they board through the gate at the stipulated time . The airline cannot be held liable for any lapses in this regard .
Thank you for allowing me the opportunity of a response .
Bye for now.
Fazila Khan
Customer Relations
Best regards,