1 reviews | Active since Jan 2016
Refused to board a flight,that I was on time for.
I booked an emergency flight to Durban this morning for 13:20. I arrived at the check in counter at 12:45 to which the lady at the desk asked me for my information and told me that the plane was leaving and that I had missed my flight, after which I told her the flight was scheduled for 13:20 and that I would still be able to board if she would phone them and tell them that I was on time. To which she took her time to phone the gate to inquire and then arrogantly told me that they were refusing to let me board and that I should \take my things and leave". After which I went to the self service counter and spoke to the manager who was extremely rude when she told me that there was nothing I could do and I had to book another ticket which cost R1200. Kulula gave no valid explanation as to why I could not board the flight or get a refund for a flight that I did not miss. Kulula's policy is that passengers need to check-in 30 mins before the flight - to which I obeyed these rules. I was not given a reason as to why I could not board (I was not the only passenger who had this problem with the same flight) then I can assume that the flight was overbooked and Kulula stole my money."""
Thank you for taking the time to tell us about your recent experience with us.
All staff whom are employed by Comair, are always expected to perform their duties in a friendly and efficient manner at all times. From what you have said, the service displayed by our staff was not very professional. There is no excuse for this type of service and under no circumstances will it be tolerated.
It is required from all passengers to be at the airport 90mins prior to departure time of your flight. All our flights close 30 minutes prior and the boarding close 10mins prior.
We may not re-open a flight once it has been closed and this cause's irregularities in the figures and the paperwork takes longer to finalise and also takes longer to get the aircraft. All figures and settings influence the flight for take-off and landing. When a customer misses a booked flight, that ticket is then forfeited as stated in our terms and conditions of general carriage of baggage and passengers. A payable fee would still be charged for any changes made to your reservation.
Thank you for allowing us the opportunity of a response and apologise for the frustration caused.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to tell us about your recent experience with us.
All staff whom are employed by Comair, are always expected to perform their duties in a friendly and efficient manner at all times. From what you have said, the service displayed by our staff was not very professional. There is no excuse for this type of service and under no circumstances will it be tolerated.
It is required from all passengers to be at the airport 90mins prior to departure time of your flight. All our flights close 30 minutes prior and the boarding close 10mins prior.
We may not re-open a flight once it has been closed and this cause's irregularities in the figures and the paperwork takes longer to finalise and also takes longer to get the aircraft. All figures and settings influence the flight for take-off and landing. When a customer misses a booked flight, that ticket is then forfeited as stated in our terms and conditions of general carriage of baggage and passengers. A payable fee would still be charged for any changes made to your reservation.
Thank you for allowing us the opportunity of a response and apologise for the frustration caused.
Kind regards,
Thuli
Customer Relations