TERRIBLE SERVICE FROM KULULA.COM

Kulula airline started operating again on the 1st September since it’s close during covid 19. I thought let’s support them although I’ve never flew with them. I checked in online and received my boarding pass which states I’m entitled to a free checked in bag provided it was below 20KG. My bag weighed a light 12KG’s. Upon checking in I was told by that I had to pay R499 because the policies had changed at Kulula. I consider this tremendously bad service. It was terrible there were many passengers shocked by the news. I checked my boarding pass to make sure and went over to one of their employees and showed proof of this written in black and white. The staff member told me, and I quote “no ma’am that is just Incase you do have a bag” I did have a bag. And it was refused although it was below 29KGs. I am stunned by the service I received from Kulula and I personally will never ever make use of their services again. These new policies should be stated with all communication that goes out to customers. This is unacceptable!!!!