Worst experience and service with an airline ever!

How disappointing to be treated with so much disrespect, after making use of the airline for many years, and also being loyal Discovery clients. On 7 December 2017 we were two minutes late for boarding at O.R. Tambo International. None of the escalators or elevators were working, and there was also no trolleys available for luggage. We parked at -R2 and were four adults and one toddler who had to race through many levels manually due to the above. We were offered no assistance at O.R. The Kulula check in lady offered no help and did not make it a secret that she is not planning to accommodate us, despite us pleading with her. She simply pointed to the bookings desk and told us to explain our story to them. After standing in line for our turn (there was a group of us affected, not associated with each other) we explained our story yet again. No compassion, no sympathy and no luck being assisted. We were informed that we can still use the tickets within six months, but that there currently is no tickets available to George, the first availability was for 11 December. We tried to explain that we had timeshare, but obviously that was of no interest to the Kulula employee. She just said to make a booking within six months.

I must admit, I did hope for a better attitude or outcome when I phoned the call centre today to try and make a reservation with our tickets that was supposedly valid for six months... The operator told me that we were a no show repeatedly. And that there is no way for her to check on her system that we actually did show up and try to make a booking at the time. So now, we loose more money. It might not mean much to you, but you have lost loyal customers today. Bad, bad customer service. I will never ever make use of Kulula again and will definitely motivate my friends, family and clients to do the same.