Kulula.com
CUSTOMER ABUSE

On a return flight from CPT to JNB today we were 'assisted' by check in staff member Amanda Bengston. We checked in 3 bags for a group of 3 travelling together. One bag was 16kgs, 1 was 24kgs and 1 was 27kgs. You are allowed 20kgs each. I requested that the16kg and 24kg bags balance each other out and said we'll pay for the 7kgs overweight on the 27kg bag. The bags were heavy with conference collateral. Not only did she say NO, she made us unpack our clothes and personal items into each others suitcases to make them weigh 20kgs each. We then had to take toiletry bags, hairdryers, clothes, etc on board with us meaning we each had about 6 pieces of hand luggage. When we asked her for a pair of scissors to cut the cable ties off our bags so that we could 'reload' them in front of everyone. She handed us a lighter and said "scissors are dangerous - burn them off" Having to burn off plastic in the airport to open your bags to pack some of your clothes in someone else's bag? I have no words to describe how embarrassing this whole experience was. Not one Kulula staff member assisted us to move the bags to weigh them and the supervisor did not want to get involved. Unacceptable!

Company: Kulula.com
Country: South Africa
City: Cape Town Airport

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