The Big Green Late Machine

Kulula.com doesn’t need a slow lounge - because they’re just slow in general.

As a semi frequent flyer - this is the third time my flight is delayed with Kulula.

Normally the **** is at Lanseria. Icing was the issue the first time, and apparently the plane was an issue the second time.

Now the issue is a delayed inbound flight. How ? When we can see the plane from the windows at the boarding gate.

Early warning - what is that ?

An sms when you’re already at the airport and have checked in your bag “apologies your flight is delayed”

Waking up at 4am to be on time isn’t great - but there is hope especially when you trust your airline to get you to work in another region before 8am.

Now, the trust is gone and regret has arrived.

Regret for booking another Kulula flight in advance. Hopefully this one isn’t delayed.

Ooh and there is another issue. Refunds...

Due to errors on the Kulula website, payment was made twice for a single flight - which was one of the delayed ones in the past - surprise.

All good and well, it’s easy to get a refund in 2018, so I thought.

I call up the call center 0860 Kulula - remember this because you’ll be calling them often - and tell them the situation.

No problem they say - we will cancel the second booking and refer to our refunds department for your refund. *THE PROCESS WILL TAKE 8 WEEKS*

8 weeks to get my own money back - ridiculous right.

Anyway - looking back to my delayed flights with Kulula, I came to realize only one thing.

Kulula can have their flights delayed by one hour or more, ruin all your meeting for the day, ruin your travel arrangements, which cost a hell of a ton, and lose you 2 hours of pay because you’re not at work by 8am and simply apologize over sms.

Not a single in flight service for free nor a refund.

Imagine if you were one hour late for your flight - the plane would be at the destination already.

Now, what do I want?

Whoever came about with the report that Kulula is South Africa’s choice of airline should be fired.

Kulula is now my last choice of airline...

So Kulula, I expect my refund before close of business 1 October 2018, to give you ample time.

Failure to do this, I will escalate this matter in terms of the Consumer Protection Act. (I can give you a page number too)

Secondly, I think a managers call is appropriate as this is not how you treat customers.

Ever heard the term customer is king ?

I think my frustration speaks for itself, and this is what I have to say. What about the other 300 or so passengers ?

I will never recommend Kulula to anyone I know ever again. Thanks ?

Mango, Safair etc. look forward to new customers.