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Kulula.com Discussion

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10 October 2016 09:10:00 ronald slabbert

Please Investigate urgently... I was on your flight from Oliver Tambo to Durban. Flight MN 633 which was delayed for 2 hours. Finally on my arrival back home I found that my bag had been tampered with. I did not have anything of value in it so they threw all my toiletry bag all over the case. I had a cable tie on the zipper handles so they must have just lifted the zip and then closed it again. There might be more complaints coming through as they had two whole ours to go through the luggage of this flight delay. My friend was trying to get to Hillcrest Hospital to see his daughter in Intensive care but no help was forth coming. A very disappointing flight indeed

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10 April 2016 03:04:00 Gaby Coode

I will not fly with this airline again. As Kulula's flight from Cape Town to J'burg was delayed because the aircraft could not be repaired within a short period of time - to assist passengers to catch their international connecting flights, after eventually finding alternate flights to J'burg - to : 1. Have escorts usher connecting passengers through the airport, to minimize time to find the international airline check in counters, as there were only 40 minutes left for departure 2. They did not advise these airlines, that some of Kulula's passengers were delayed and might need assistance by making an exception for time to close gate. 3. They did not give instructions, what would happen to he luggage, which would have to be collected first, before checking in again with the respective international airlines. On all the 3 above points they assured passengers, that all the above was organized. Kulula's senior staff was laying, by advising passengers on an Etihad flight, that this flight was delayed by one hour and those passengers did not have to worry. After cross checking this with Etihad - there was absolutely no truth to that claim. Kulula's did not respond to several emails, after arriving at Abu Dhabi, what was happening to my luggage and what plans had been made, to deliver this. Hence - I had to cancel my flight the next day to Munich. After returning to J,burg and now trying to lodge an official complaint, the manager advised, that this was not their responsibility, but that of Etihad. At that point my husband started to record and film the conversation, advising, at this would happen now, as it had taken an unacceptable stage. Manager now threatened to leave and not "help" further , if the recording was not deleted. She left... The remaining staff did not answer us, as we asked for the name of the manager, although repeatedly asked. After returning back in Cape Town - an email was sent to customer relations on the 3rd of April. Today - one week later, still no comments, other than they would respond shortly. Bye the way - the luggage arrived in Abu Dhabi with an expensive suitcase cover missing and variaous items from the outside pockets of the case. Anyone who knows the UAE knows, that this certainly did not happen in their country. I leave it up to the readers of this report, to decide, whether they would like to chose Kulula's for their next flight. I will ensure, that this will go to the highest level at Kulula, although I start to wonder, whether they really care. They did not assist any of the passengers, which had connecting flights, as their flight was delayed Elated Was

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30 November 2015 09:11:00 trusha

Pathetic service received highly disappointed This weekend that passed my family and I were livid at the poor level of service experienced with Kulula airlines due to an error initiated on a ticket by the sales consultant. A ticket was initially booked for return for the21/11/2015with flight centre, however due to my late grandmothers funeral there was a need to postpone the flight. The flight was planned for a later date which would enable me to stay in Durban for the ceremony that was scheduled for midday on Sunday the29/11/2015. This crucial information at the time was being discussed with my cousin and I at the ticket sales counter in the presence of the Sales consultant assisting with the postponement and we had adequately communicated this to Selena ( Sales consultant) whom had sub consciously acknowledged this, reason being she repeatedly mentioned Sunday and we repeatedly confirmed. My cousin and I distinctly advised the consultant that I will need to be flying on the Sunday29/11/2015. However, Selena appeared to be a trainee as she was unable to carry out her job functions efficiently and independently. On the day of the postponement the21/11/2015we were subjected to a long wait prior to finalisation of booking whereby the consultant experienced high levels of indecisiveness and uncertainty with the booking and continuously sought assistance from her colleague. The consultant had failed to call out all the information pertinent to the booking of the new flight once it was finalised on the system. Video footage from the surveillance cameras will prove all of the above. Due to abovementioned I was highly disappointed that I was further subjected to the booking of an entire new ticket at my expense in addition to having previously paid for a postponement fee. Kulula should pride itself on Service Excellence, and customer satisfaction. This predicament has unfortunately made me lose all faith in the organisation, and I urge that this be resolved immediately.

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04 December 2014 10:12:00 Cheryl Goulstone

I have just had the most awful experience with Kulula which ended up with my husband and I missing our flight to UK even though we should of had plenty of time 5 hours to be precise in joburg awaiting our flight, but the fact was not as it should have been. Kulula flight from George to Johannesburg delayed from 13.30 until 16.00 then to 16.30 and finally 17.00 . by which time it was too late as we took off 17.30 missing our check in by 10 minutes. I have emailed Kulula hopeful of compensation and maybe a sorry or something. Having just read these reviews it seems that my complaint might have fallen on deaf ears. Maybe people should complain on Facebook, Tripadvisor or any other media which might actually make them aware that without customers flying their airline they wouldn't be in business, so they should be more customer friendly and address complaints or risk the loss of their business

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27 January 2014 01:01:00 BENATTIA

I tried in vain several times to book un seat on Kulula the 1st of. March 2014 Cpt - Jnb one way at 8h10 . My valid CC with much more money than needed ( french visa gold ) is not accepted . What is the solution ?

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19 April 2013 10:04:00 E Nobrega

On Dec 15th 2012 I arrived at OR Tambo for my flight to George to find absolute mayhem at the Kulula check in counters. It was a very early flight and I was at the check in the required 2 hours prior to flight departure. When I eventually got to the check in clerk I was told that the the flight was full because Kulula had overbooked the flight. My ticket had been booked and confirmed in September! I was told that I would be on standby for the next flight to George and Kulula gave me a voucher for R400.00 to use against my next flight. Yesterday, 18th April I telephoned to book a flight to Durban and intended to redeem the voucher. The person at the Call Centre did not know what to do. I read every possible number on the voucher to him with no joy. I was called the following day to be told that I would have to go to Kulula at OR Tambo and book my flight there as the voucher was a "paper" voucher and could not be processed with a telephone booking. After being inconvenienced and having to wait for the next flight, reschedule my transport waiting at George, I now have to travel to OR Tambo to utilise the voucher! This is really not fair and I am wondering whether to chuck the voucher away and use a more efficient airline

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28 March 2013 08:03:00 leicester siljeur

Just plain bad...Made a cash payment to this airline on the same day for booking and the airline and management in cape town could not honour my booking! i was told the mistake was on their part, yet they comprehesively tried to shift the blame onto me even after i put across the proof of payment, twice! Then have the cheek to want to let me wait for my refund 6-8 wks...what a load of baloney...

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06 June 2012 04:06:00 Jose

It's a 737 they use, not the 767, which is a much larger aicrraft. But you are correct. The 737-800 was essentially designed for SW. It features a few improvements#1. longer body = more people#2. Wing canards, which increase lift at lower speeds = more fuel efficient, but limits top speeds. Since airlines no longer fly for time, but fuel efficiency, this is a big plus. Couldn't agree more with comment #1... fuel hedges, employee options etc all add in. Additionally, they refuel planes using an extremely complicated algorithim e.g. if a plane is heading from Love field to tulsa, then to phoenix, is it cheaper to fill up at Love for the entire trip, haul the fuel, or top off at each hop. It costs money to haul gas around, but the spot market for fuel might be cheap enough in Dallas that it justifies it... Stuff like that.Don't get to fly it much, but with how shitty the airlines treat people now, I am moving quickly in that direction

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