Ridiculous systems with the horribly service to match!

<p>To be honest I feel like the one star I had to award to this review is still to generous after the service we had. </p> <p> </p> <p>Now to the review... Where to start? </p> <p> </p> <p>We were dropped of at OR Tambo by the administrator that booked our tickets and after getting to the counter we were informed we needed to be at Lanseria. I'm the first to admit this was our mistake BUT we then continued to Lanseria knowing that we can get there in time seeing that it was before 05:00 in the morning and no traffic. When trying to call the airline to inform them that we are on our way(since we travel often enough to know Lanseria fligjts tend to take off a little early every now and then) our trip from hell with Kulula.com began. </p> <p> </p> <p>The only available number on the website informed is that they are in their PJ's and cannot help us at the time. An airline that have flights around the country, around the clock but they cannot provide an emergency number to paying customers.</p> <p>We then continued to try call Lanseria the 'INTERNATIONAL AIRPORT' with no answer for over 30 minutes, even thought they provide an emergency contact, the phone was answered by a rude lady that asked us to call the airport (which failed to answer their calls) </p> <p> </p> <p>We got to the airport 20 minutes before our flights and were informed that the plane was already getting ready to take off (off course, since they had no idea they had paying customers on their way).</p> <p>We were also greeted by an unhelpful lady telling me that it was impossible for me to have called and gotten no answer (even after I showed her that it was indeed very possible).</p> <p>The manager continued to go find out what the situation was. He came back, pulled one of the ladies working with him aside, whispered to her and then everyone went about their ways with us standing there waiting to find out what happened? </p> <p> </p> <p>After asking he informed us that cables were ****** (and off course no one thought to inform their emergency contact of this situation).</p> <p> </p> <p>Then off course we needed to get to Durban and continued to ticket sales to find out we can fly out at 9am for an additional R1500, PER TICKET, which was about what we paid for our tickets to start with. </p> <p>Other option was to fly Mango(which will from now on become my first choice unless I have a change of heart for some reason) for R1400 for both the ticketa together... BUT with Kulula.com it couldn't be as simple as that.</p> <p> </p> <p>THE CHERRY ON TOP OF THE WONDERFUL BLISS THAT IS CUSTOMERS SERVICE AT KULULA.COM </p> <p>We were told that we need to be aware that if we fly Mango we will have to pay R350 per ticket to get BACK after the weekend. Tickets that didn't need to be changed... But they ASSUME if we miss our flight that we have no other means to get to our destination (it is a RIDICULOUS system to be honest) </p> <p>And that was just to get to Durban. </p> <p> </p> <p>On our way back we were greeted with bad service and long cues once again. Self check in ran out off paper and when asking the ACSA staff to assist they directed us to the check in counter(yes, the one you avoid by SELF check-in). They didn't put up an out of order sign, replace the paper or even call for technicians to have a look... So they to will also get a review of their own.</p> <p> </p> <p>Then we continued to stand in a cue for 40 minutes on Sunday, but it was alright since they apologized without any explanation. Once again greeted by long faces I am convinced that Kulula.com have an utter disregard for customer service or they just don't care. As a frequent flyer you'll be losing some business from myself and my colleagues. </p> <p> </p> <p>I would in all honesty be suprised to get a response none the less any form of making up for this very costly, ridiculous service that Kulula.com offers.</p> <p>I would also like to inform you that I will be sharing my review on my blog and social media to save others from this horrible experience. </p> <p> </p> <p>I would like to end off with the fact that I see the best in everyone and every situation and that it really takes a lot to get me this frustrated.</p>