PL
Pieter L
1 reviews | Active since Mar 2015
08 Mar 2015, 15:56
********** by unreasonable application of weight
Travelling as a family of 3 we had 2 bags one of 22 kg and one of 7 kg had to pay R250 for the 2 kg over on the big bag although in total we were entitled to 60 kg Total ripoff Kulula won't see me again!
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Kulula.com's replyOfficial
09 Mar 2015, 07:14Hello Chris.lab,
Thank you for getting in touch with us. We were extremely disappointed to hear about the problems encountered whilst using our services.
Customers are allowed 1 item to be checked in and the weight not exceeding 20kgs and hand luggage not exceeding 7kgs. If an item is over this limit we charge a flat rate of R250 for heavy bag and R350 for extra piece. This policy does not take bag pooling into consideration, meaning each customer is only allowed 1 bag at 20kg or less for each sector you travelling. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the piece concept which is a global standard.
Your feedback will allow us to improve on our service in the future for you and all our customers.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Thank you for getting in touch with us. We were extremely disappointed to hear about the problems encountered whilst using our services.
Customers are allowed 1 item to be checked in and the weight not exceeding 20kgs and hand luggage not exceeding 7kgs. If an item is over this limit we charge a flat rate of R250 for heavy bag and R350 for extra piece. This policy does not take bag pooling into consideration, meaning each customer is only allowed 1 bag at 20kg or less for each sector you travelling. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the piece concept which is a global standard.
Your feedback will allow us to improve on our service in the future for you and all our customers.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Kulula.com's reply09 Mar 2015, 07:14
Official
Hello Chris.lab,
Thank you for getting in touch with us. We were extremely disappointed to hear about the problems encountered whilst using our services.
Customers are allowed 1 item to be checked in and the weight not exceeding 20kgs and hand luggage not exceeding 7kgs. If an item is over this limit we charge a flat rate of R250 for heavy bag and R350 for extra piece. This policy does not take bag pooling into consideration, meaning each customer is only allowed 1 bag at 20kg or less for each sector you travelling. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the piece concept which is a global standard.
Your feedback will allow us to improve on our service in the future for you and all our customers.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Thank you for getting in touch with us. We were extremely disappointed to hear about the problems encountered whilst using our services.
Customers are allowed 1 item to be checked in and the weight not exceeding 20kgs and hand luggage not exceeding 7kgs. If an item is over this limit we charge a flat rate of R250 for heavy bag and R350 for extra piece. This policy does not take bag pooling into consideration, meaning each customer is only allowed 1 bag at 20kg or less for each sector you travelling. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the piece concept which is a global standard.
Your feedback will allow us to improve on our service in the future for you and all our customers.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations