1 reviews | Active since Sept 2015
unacceptable service from Kulula
I booked on flight mn603 - ORT Johannesburg to Durban, 11 Sept. We were supposed to depart at 17.10. It was then delayed until 19.10. No, reason supp****. (Bad but almost acceptable). Then we we told it has again be delayed further to 20.10, we were moved to another gate, where another flight was boarding. There we were infomed that the flight has again be delayed until 20. 10, and then again to 20.45. Again we were moved to another gate until we eventually boarded at 21.10 and the flight lifted off about 20.35. MEANWHILE, no senior person spoke to us or apologised, until we called for a manager, who reluctantly spoke to me. I enquired why all of this had happened, and why other Kulula flight which was supposed to leave after us all left before us, ( all of them was also delayed for about an hour) so, we have been moved right to the back. His reply was that the plane already broke twice that day, abd when I expressed my surpise he turned and walked away in the middle of my sentence. No one offered a free cup of coffe or an apology...nothing. this is unacceptable.
Thanks very much for your time to get in touch with us. On the outset, please accept our most sincere apologies for the frustration caused to you whilst using our services.
We expect all our staff to be courteous, helpful and professional at all times especially to our customers. We regret the friendly, helpful attitude we expect of our staff, was lacking in this case. We pride ourselves with employing staff that will represent our brand in the best possible way. We escalated the matter to the airport manager to address with the staff to prevent a repeat and to ensure that service excellence is our first priority.
Any delays to our schedule due to factors within our control are only imposed when absolutely necessary as it has a business impact on us as well. Some occasions, we have no alternatives and in such cases, we do have to impose the delay.The manner in which the delay is handled is what sets each airline apart and I do apologise that we did not meet your expectations in this regard.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations
Thanks very much for your time to get in touch with us. On the outset, please accept our most sincere apologies for the frustration caused to you whilst using our services.
We expect all our staff to be courteous, helpful and professional at all times especially to our customers. We regret the friendly, helpful attitude we expect of our staff, was lacking in this case. We pride ourselves with employing staff that will represent our brand in the best possible way. We escalated the matter to the airport manager to address with the staff to prevent a repeat and to ensure that service excellence is our first priority.
Any delays to our schedule due to factors within our control are only imposed when absolutely necessary as it has a business impact on us as well. Some occasions, we have no alternatives and in such cases, we do have to impose the delay.The manner in which the delay is handled is what sets each airline apart and I do apologise that we did not meet your expectations in this regard.
Thank you for allowing us the opportunity of a response and do once again apologise for the inconvenience and frustration caused.
Kind regards,
Thuli
Customer Relations