Sad and Pathetic

MENU Terrible Service A review of Kulula.com by Devan*** on 12 Jan 2018 Like Share Comment Report Supercharge Convert Terrible Service We arrived 38 minutes before the flight at Lanseria Airport. The flight was at 13h50 Durban bound. Ground staff informed us that there was new rules and that check in closed 45 minutes before the flight. I respect your rules but seeing that we don't fly every month we were not aware of the new rules. I see now that it is in fine print on the sms confirmation. But these changes have a huge impact for us as passengers. It should advertised in bold upfront that check ins close 45 minutes before the flight. As a result I had to pay an extra R549.00 to book for a later flight. This R549.00 is over and above the initial fee paid. This is a huge inconvenience of time and money. I have been a loyal customer of your company for many years but this has got me thinking. Bear in mind very often your flights are delayed and the travellers and their families must just accept it. Like the flight that came from Durban on the 22nd of December was delayed for 90 minutes. This is pathetic service - for your company to make changes but don't create huge awareness. Everyone knows that for local flights you got check in 30 minutes before the flight. Your staff were in the least bit helpful. Your company has put me out of pocket and to make matters worse the lady at check ins double debited me causing me further stress. She conveniently mentioned that it would reverse over night which did not happen. I now got to make unnecessary calls from my private cellular phone for my monies. You do not care about your customers and I will not support your company again

Response from your company Mr. Tebogo Marakalala

Dear Mr Pillay,

Thank you for sharing your disappointment.

Customer satisfaction is important to us and constructive feedback plays a vital role in highlighting developmental areas within our operation. I am truly sorry that you and your family missed a flight due to late arrival at the counter. All customers are required to be at the airport at least 90mins before the scheduled departure time of the flight for check in and at least 20minutes prior to departure at the gates. This is to ensure sufficient time to check-in as well as any baggage should there be any. Once the flight or the gate has been closed, it cannot be reopened. Customers whom have bags to check in even when checked in online or the self-service kiosk, must still check their baggage in on time.

We work hard to provide consistently excellent service and I understand the frustration that can be caused as a result of poor service. Our aim has always been to make travelling with us as convenient and trouble-free as possible for all our travelers. We understand that it seemed like the staff was not willing to help however, we have to close strictly at 45 minutes in order to have sufficient time to do the final weight calculations and fuel uplift without delaying the departure time. Our flight has been closing 45 minutes prior since August last year. The campaign has been on our website as well as on our travelling documents.

When a customer misses a flight, they have to make changes to their ticket and this means there will be charged change of booking fee and difference in fare if any. Missing your flight also means your booking becomes automatically cancelled, this include your return sector if any. The type of ticket purchased provides no flexibility with change of flight and only 100% cancellation penalty before departure.

While I sincerely regret the circumstances associated with your travel, we would like to move forward in our business relationship with you. Please know your business and goodwill are never taken for granted. Your loyalty to the brand is invaluable to us and I do appreciate that you have a choice when it comes to who you book your flights with and thank you for raising your concerns and allowing me this opportunity to respond. The growth we’ve experienced over the years is solely because of customers like you, who have faithfully supported our business, and we wholeheartedly appreciate you.

Kind regards,

Tebogo Marakalala

Description: **********

Response from me based on Tebogo's email

Hello

Thank you for your response, going in detail to explain certain points is not necessary. When you say that check ins close strictly 45 minutes before the flight, what about the times when your flights to Lanseria Airport is delayed most of the time. Like I said we don't fly every month and you admitted this change came about only in August last year. The very first time I heard about this change is when we were refused the flight. Besides I hate repeating myself to make a point. I asked for response from the CEO'S office and I am not sure if my request has been met. Besides paying a penalty of R549.50 which is day light ******* you mention nothing about the fact that your company double debited me. The check in lady just brushed it off saying it will reverse overnight. Your company are ******* and have not returned my monies. And you lie when you say that your company values their customers because you should have taken more time to read my initial complaint to realise that your company has double debited me leaving me in poor financial situation. You haven't apologised for that. So please don't patronise me with all the nonsense and sort my problem out. I will not support your company ever again and I will post on all social media forums . I am in a very influential platform and I will express my views and experience to as many people as possible. It's a pity that your company spends so much on advertising for new clients when you can not look after your old once loyal client. You have not even requested my number to have the decency to apologise. I wonder if Mr. Erik Venter knows what service his people deliver even after complaining. Please take this complaint seriously and likewise when your company responds.

Regards

Devan Pillay

Today I call your office and speak to Seth Sobekwa - she does not know who the CEO is because I asked for the office number and name. And also the Supervisors are all busy to attend to me.???