Kulula.com
Flight cancelled 3 hours after scheduled departure

This evening I was booked on the flight from Lanseria to Cape Town at 20:00. When I checked in online, the website stated that there was a delay to 22:30. Perfectly acceptable, as delays do build during the day.

Again checked the website at 21:30 (on which it states that it is updated every 5 minutes), and it still said 22:30. When I arrived at the airport, delay now 23:10. Checked the website and it still says 22:30.

The flight has now been cancelled, and the website still says 22:30...

The poor gentleman who appeared to be most senior, was not prepared to deal with the chaos that ensued when the flight was cancelled.

I suggest that in future, the respective manager needs to make an appearance when this type of thing happens, and not leave it to a junior member of staff.

I will lose business over this delay, but the response will no doubt be that Kulula cannot guarantee the weather. What Kulula can do though is deal with their clients better. And keep the website updated. That just makes you appear like a second rate service...

Company: Kulula.com
Country: South Africa
City: Head Office

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