SVdM
Suzanne Van der Merwe
1 reviews | Active since Jun 2015
11 Jun 2015, 17:04
Terrible Customer Service
First I flew from Durban to Lanseria, my bag was 4 g's overweight, the plane was NOT FULL, I had no hand luggage, and the lady refused to give me any grace, forcing me to pay R250 penalty. Going back to Durban from Lanseria, same story, empty plane, zero hand luggage, 2 kgs over, they force me to repack my bag. I completely understand the reasons for the rules, but that they refuse to make any exception when it is a quiet flight, is to me just terrible customer service. I am a very frequent traveller, and no other airline has ever treated me this way. I will definitely not fly Kulula again.
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Kulula.com's replyOfficial
15 Jun 2015, 10:46Hello saltrock123,
Thank you for your post. Historically the average cost that the airlines have to pay for handling baggage was included in every ticket, so effectively people with no baggage subsidized those with baggage. As ticket prices have risen with the fuel price and exchange rate we have had to find ways to keep cheap tickets in the market in order to try and stop the total market from shrinking.
Our current policy imposes a fee for an additional bag which at our counters is R350. If an extra bag is purchased online the cost is R250. If any one item of baggage exceeds 20kgs, a heavy bag fee of R250 is imposed on it as well. The heavy bags cannot be purchased online unfortunately, only at the airport after it has been weighed. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the per piece concept which is a global standard. As some of your bags were overweight, you were charged for the heavy pieces accordingly.
Yours Sincerely,
Nazley - CR
Thank you for your post. Historically the average cost that the airlines have to pay for handling baggage was included in every ticket, so effectively people with no baggage subsidized those with baggage. As ticket prices have risen with the fuel price and exchange rate we have had to find ways to keep cheap tickets in the market in order to try and stop the total market from shrinking.
Our current policy imposes a fee for an additional bag which at our counters is R350. If an extra bag is purchased online the cost is R250. If any one item of baggage exceeds 20kgs, a heavy bag fee of R250 is imposed on it as well. The heavy bags cannot be purchased online unfortunately, only at the airport after it has been weighed. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the per piece concept which is a global standard. As some of your bags were overweight, you were charged for the heavy pieces accordingly.
Yours Sincerely,
Nazley - CR
Kulula.com's reply15 Jun 2015, 10:46
Official
Hello saltrock123,
Thank you for your post. Historically the average cost that the airlines have to pay for handling baggage was included in every ticket, so effectively people with no baggage subsidized those with baggage. As ticket prices have risen with the fuel price and exchange rate we have had to find ways to keep cheap tickets in the market in order to try and stop the total market from shrinking.
Our current policy imposes a fee for an additional bag which at our counters is R350. If an extra bag is purchased online the cost is R250. If any one item of baggage exceeds 20kgs, a heavy bag fee of R250 is imposed on it as well. The heavy bags cannot be purchased online unfortunately, only at the airport after it has been weighed. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the per piece concept which is a global standard. As some of your bags were overweight, you were charged for the heavy pieces accordingly.
Yours Sincerely,
Nazley - CR
Thank you for your post. Historically the average cost that the airlines have to pay for handling baggage was included in every ticket, so effectively people with no baggage subsidized those with baggage. As ticket prices have risen with the fuel price and exchange rate we have had to find ways to keep cheap tickets in the market in order to try and stop the total market from shrinking.
Our current policy imposes a fee for an additional bag which at our counters is R350. If an extra bag is purchased online the cost is R250. If any one item of baggage exceeds 20kgs, a heavy bag fee of R250 is imposed on it as well. The heavy bags cannot be purchased online unfortunately, only at the airport after it has been weighed. Combined weight for families or customers travelling on the same booking is not considered as we have adopted the per piece concept which is a global standard. As some of your bags were overweight, you were charged for the heavy pieces accordingly.
Yours Sincerely,
Nazley - CR