Worst experience ever!

Dear kulula. I was on your flight MN461 from Lanseria to Cape Town yesterday afternoon. I work in the travel industry myself and because of this, I know how important customer satisfaction is.

First, our flight got delayed. After we finally got onto the plane, it was extremely hot. Not stuffy, HOT. After take-off, someone asked the crew when the aircon will be turned on. They **** and said it will be turned on soon. After another 30 minutes with the cabin still picking up temperature, children crying, people complaining of nausea and headaches, they finally told us the truth - the aircon wasn’t working at all and the air circulation was struggling. Now, we left JHB in almost 40 degree weather, so you can imagine how hot the cabin was with more than 120 passengers. We suspect that this is why the plane was delayed in the first place. If so, why would you knowingly let 120+ passengers board a plane in these inhumane conditions.

The cabin crew then proceeded to start the in-flight service, but suspended it after 5 min and they disappeared behind the gully’s curtain, leaving the trolly in the middle of the isle unattended (it was not because of turbulence).

After passengers started pressing their service buttons, they eventually (after more than 30min later) restarted the service. Honestly, the least they could do was offer everyone a cold bottle of water since we literally had trouble breathing and people started to panic.

The pilot never gave updates on what was going on and the communication we received from the cabin crew were extremely bad as well.

I travel very often, but this experience really changed my perception of Kulula and I will try to avoid your airline as far as possible from now on. I really hope you step up your service a lot and as quick as possible