Poor poor poor poor service from Kulula

We booked a flight from OR Tambo to Cape town via Kulula.com on Thursday the 13 @ 17H15.

I checked in the night before, and the ticked did not indicate which gate the flight was to depart from. We were at the airport at 12H00 already as my wife had to do a conference call for her work. We checked in our luggage, and sat in the lounge working. The whole time while we were in the lounge not one of the flight indicator screens showed which gate we were supposed to board from. At around 16H30, we went outside and walked along the floor trying to find which gate our flight was departing from. Eventually we asked somebody, and they told us that the flight is departing from Gate D which was one floor down. When we got to the gate, we were told that the bus already left and we missed our flight. The guy at the gate told us that they tried to call us twice, and we did not respond. They then offloaded our luggage. We then went to the reservation desk explaining our predicament and circumstances, however nobody was prepared to listen to us and we had to pay an additional R3950 for 2 one-way tickets to get onto a subsequent British Airways flight. We had 3 options with varying prices, however we chose the more expensive flight because it was supposed to leave the earliest. I paid and we went back to the lounge. After a while, the lady that did the booking phoned us saying that she only charged us for one flight, and she will come to the lounge to collect the money for the 02nd booking. She and her supervisor came to the lounge and said that they will cancel one ticket if I was not prepared to pay immediately. I paid for the 02nd ticket and we went to the boarding gate waiting for our flight. We were supposed start boarding @ 18H40 however we only started boarding **********

1. Our boarding passes did not show which gate to board from 2. We were at the airport waiting for our flight @ 12H00 3. None of the displays showed which gate we were supposed to board from 4. We walked the whole floor looking for any indication which gate we were to board form. 5. We missed our Kulula flight due to circumstances outside of our control. 6. Kulula do not look for or phone late Passengers, so the guy that told us they tried to call was lying. 7. The Kulula supervisor threatened me saying that he will cancel one ticket if we do not pay the ticked immediately although it was due to their mistake. 8. Although we paid for the more expensive flight, we arrived later than the cheaper Kulula flight due to delays.

This is unacceptable, and I will never fly Kulula or British Airways again.