Revengeful Kulula staff make wreckless life threatening decisions

Item: Kulula.com
Rating: 1
Author: bp B

I wish to tell you my story and would like you to confirm to me if this is acceptable behaviour, norms and customer service. On 9 October 2016, I had a flight from King Shaka to Johannesburg, booked for departure17h55. I decided to check in online at 8h57 on the morning of 9 October and managed to get a digital boarding pass. On my way there (I was early) , I received an sms advising that my flight was delayed until 20h15. I accepted it and decided to go to a restaurant whilst waiting for the later flight. At 19h00, I decided to print my boarding pass. I was given an error message. I went to the staff member at check in. Within moments, I was advised that my flight has now been changed to 21h30. I lost my temper as a similar incident happened exactly one week ago at Lanseria air port on 2 October. What are the chances.....? With the same Air lines? I demanded to fly as I am in posession of a boarding pass and I dont know how this can be possible and/or acceptable.I asked to speak to a manager -Coleen was her name. Immediately I noticed she is not in the mood for a complaint. I started talking out loud asking for an explanation as this is not acceptable to me. She decided within minutes that she will not put up with my loudness and called the police. Call the police!!!! How arrogant! I am not a ********! When I have a legitimate complaint! Police came, upon her instruction, and asked me to calm down and not speak so loud. I told them that if they feel they must arrest me, then they must do just that as I have a legitimate complaint and have the right to be upset and demand answers. There were only about 5 people waiting to be served. And it all played out in front of these few people. I was very upset! I still am very traumatised and distraught. She said the only solution is to go on the 21h30 flight and was pretty emotionless, and disinterested in my problem and my opinion. Police took me to their offices to "calm down". Within a short while two representatives from Kulula appeared to talk to me (Trevor and Mohammed). I explained to them how upset I was and they just said that there was a "technical problem"with the 17h55 aeroplane and they had to get me on the 20h15 flight...... Then there was a " technical" problem with this aeroplane....... and had to get me on the 21h30 one. I did not want to accept it as I had my boarding pass. Since early that morning!- Soon thereafter Mohammed confirmed he is cancelling my ticket! He knew it was the last flight out and he knew all other air lines were closed. The expression he had on his face was the face of a vendictive, revengeful person. As if he had pleasure in telling me that he is cancelling my ticket and he had the power to decide my "fate". He lit a cigaret and walked off with Trevor. Far, far ahead of me. I was following behind like an obedient little nothing. At his mercy. I am the "******** or trash" and they have the power. That is how they made me feel. Total discontent and/or lack of understanding. Upon arriving back at the Kulula kiosk, with a grin on his face, he told me he will refund my ticket and I have no more the option to get on the 21h30 flight, even if I decided to. I told him he does realise by cancelling this ticket, I will be stranded at the air port until the next day. And I will have to sleep on one of the chairs. He nodded smilingly and confirmed my suspicion. He knew exactly the consequences of his decision as this was his intention. To punish me. I was crying and very emotional. It was very traumatic for me and my family that were now aware of what happened. I refused to wait for my refund as I did not agree to a cancellation. He saw me walk off. All other staff watching this play out. I walked off. I phoned the hotel at King Shaka and they were fully booked. I phoned all the bus touring services, eg Greyhound, Citiliner, City to City, Intercape, Eldo coaches, etc, etc, etc. All of them. They were fully booked!!!!! All of them. I then decided to book for the morning flight and that was also fully booked! After phoning around for a very long time, I decided to hire a car and drive the 6 hours to Jhb. At a huge expense. Luckily I had the financial means that enabled me to hire a car. Alone and that time of the night!! . I arrived at 4h00 am at home. Totally exhausted and falling asleep behind the wheel quite a few times for brief seconds. He put my life in danger with his wreckless decision to cancel my booking! He humiliated me. He refused to understand my frustration and even confirmed to me that he himself amended the client list at about 17 h00 that same day. My whole family was worried and could not sleep all night worrying about me! All because he needed to proof his power. By me screaming he told me that I was a security risk. His excuse to justify his decision. He knew I was no security risk. A 47 year old woman, mother of two. Owning successful businesses over the past 16 years. Involved with many charities. He used that as an excuse to really get back at me and showing me, he is in power to make the decision and I am just a woman complaining and "over reacting". He believed that I had no right to be upset and have no right to complain. It was raining in parts and a there were a lot of busses and trucks on the road. His decision was reckless and unacceptable in any terms. I can only come to the conclusion, bearing in mind that it happened to me twice in one week ... That when Kulula realise they dont have enough passengers for a flight, in an effort to save on costs, get a smaller plane to save money. At the expense of the client/ traveller. I noticed from hello peter.com that this is a regular occurence... I will make this public as much as I can and expose this. I am hoping that Kuluka will be investigated soon for this. I want you to take further action against these staff members. For putting my life at risk and treating me in such a disgusting manner. I want you to get Senior Management involved in investigating the matter and decisions that were made. If I did die that night, this would have had dire consequences for your reputation. Not to mention how tragic and unnecessary it could have ended.... In order to prevent this from happening to anybody else, serious action must be taken with regards to the intention, power and choices your staff is making... I have sent this e mail to Kulula's complaints line more than once and regret that I have not had the courtesy of a reply/investigation nor did I get my refund.... I asked for the e mail addres of the C.E.O to report the incident to him directly but his staff blocks complaints from reaching him... or perhaps he is just not interested in his clients..... Whatever you do, dont use this Air line... you will regret it.....

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