Terrible service

On the 25th of November 2019 we were (my husband, me, kids age 7 & age 4) supposed to travel with a 15H00 flight from Durban to JHB. We checked in and we were waiting for boarding to start. We stood in a long queue, after 15h00 we asked an official (it there was a problem) who was just standing and saying nothing. She told us that out flight has a technical problem, she does nt know when we will leave for JHB. Than at 15H25 we got an sms that our flight was delayed, it will leave at 17h00. While we were waiting we saw people in front moving, no one told the people at the back that we needed to go back to KULULA desk so that they can get alternative flights for us. We had to ask other passengers who were in front about the development. The alternative flight had 45 seats available, luckily we managed to get the seats and the alternative flight left at 18H00. KULULA was supposed to inform us before 15h00 that there was a problem, their behavior was unprofessional and disrespectful. They should have been sensitive (by communicating) and strategic in allocating the seats maybe starting with the most vulnerable people like children, pregnant and elderly. We had to wait hours with the children who were tired and hungry at the airport.