BN
Bonita N
1 reviews | Active since May 2012
26 Mar 2015, 12:20
Technical problem with Kulula plane - flight delay
We booked a flight for one of our staff members to fly from Durban to JHB last night 25/3/2015. She is advised on wanting to board, the Kulula plane has a technical problem, and a part has to be flown in from Jhb. Flight delay approx 3-4 hours. Kulula didn't want to give an option of taking the next flight out to JHB, because people flying to get a international flight or people meeting with famliy gets preferance. We phoned Kulula customer care to find out what are our other options, they refused to assist us because we booked through Travelstart. We contacted Travelstart, they were also unable to assist because this was not a booking change or cancellation, this was a Kulula airline problem. So this was a nice case of Kulula just passing the buck not wanting to assist. Our passanger eventually after being back and fort arrived in JHB at 21h20. She was suppose to fly out at 15h00. 6 HOURS DELAY . I've been a loyal Kulula customer for almost 7 years now. And use them because I have vitality points to use. After this experience I will NEVER make use of Kulula again. Business or personal travel bookings
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Kulula.com's replyOfficial
26 Mar 2015, 13:27Hello Bonitavdm,
Thank you for taking the time to contact us .
I have enquired with Operations and was advised that due to the aircraft experiencing a technical problem, this resulted in an aircraft change that needed to be done. It is never our wish to disappoint our customers , however in the airline industry nothing is set in stone due to the nature of our business. While various factors can influence our on-time departure, we are working really hard to minimize delays which are within our control. Your disappointment is understandable and is entirely contrary to the level of service we want you to receive as a customer. Our aim is to make travelling with us as convenient and trouble-free as possible for all our travellers, I am truly sorry we have failed to do so on this occasion.
Rest assured we will look into the events that had taken place and hopefully , going forward we can implement a more streamlined process.Thank you for this opportunity of a response.
Bye for now .
Fazila Khan
Thank you for taking the time to contact us .
I have enquired with Operations and was advised that due to the aircraft experiencing a technical problem, this resulted in an aircraft change that needed to be done. It is never our wish to disappoint our customers , however in the airline industry nothing is set in stone due to the nature of our business. While various factors can influence our on-time departure, we are working really hard to minimize delays which are within our control. Your disappointment is understandable and is entirely contrary to the level of service we want you to receive as a customer. Our aim is to make travelling with us as convenient and trouble-free as possible for all our travellers, I am truly sorry we have failed to do so on this occasion.
Rest assured we will look into the events that had taken place and hopefully , going forward we can implement a more streamlined process.Thank you for this opportunity of a response.
Bye for now .
Fazila Khan
Best regards,
Kulula.com's reply26 Mar 2015, 13:27
Official
Hello Bonitavdm,
Thank you for taking the time to contact us .
I have enquired with Operations and was advised that due to the aircraft experiencing a technical problem, this resulted in an aircraft change that needed to be done. It is never our wish to disappoint our customers , however in the airline industry nothing is set in stone due to the nature of our business. While various factors can influence our on-time departure, we are working really hard to minimize delays which are within our control. Your disappointment is understandable and is entirely contrary to the level of service we want you to receive as a customer. Our aim is to make travelling with us as convenient and trouble-free as possible for all our travellers, I am truly sorry we have failed to do so on this occasion.
Rest assured we will look into the events that had taken place and hopefully , going forward we can implement a more streamlined process.Thank you for this opportunity of a response.
Bye for now .
Fazila Khan
Thank you for taking the time to contact us .
I have enquired with Operations and was advised that due to the aircraft experiencing a technical problem, this resulted in an aircraft change that needed to be done. It is never our wish to disappoint our customers , however in the airline industry nothing is set in stone due to the nature of our business. While various factors can influence our on-time departure, we are working really hard to minimize delays which are within our control. Your disappointment is understandable and is entirely contrary to the level of service we want you to receive as a customer. Our aim is to make travelling with us as convenient and trouble-free as possible for all our travellers, I am truly sorry we have failed to do so on this occasion.
Rest assured we will look into the events that had taken place and hopefully , going forward we can implement a more streamlined process.Thank you for this opportunity of a response.
Bye for now .
Fazila Khan
Best regards,