Kulula.com
Unethical recovery of costs from passenger!

I flew from CT to Jhb on business. I left CT on Fri 14th and returned via Lanseria on 18th June. When checking in at CT airport I had a carry-on bag, a camera bag and a very small handbag. My carry-on bag was not weighed and the number of bags were not queried at all. At Lanseria airport yesterday my carry-on bag was said to be overweight. After repacking both my bag and my suitcase, the carry-on bag was only 200g overweight yet I was forced to check in the carry-on bag as I was informed by the check-in clerk that I can only take my camera bag as hand luggage. The more I queried that a camera bag is not luggage, the more she told me I can only take one bag on board. The result was that I had to pay a R350-00 excess fee because I now had checked in 2 bags (which is not allowed). I had to carry my laptop in my hand, check in a bag that was only 200g overweight and forced to pay a R350 fine - all because there is no consistency in procedures and no understanding regarding the customer. I understand that policies are important but then they must be applied consistently. I feel that I was unfairly treated and the recovery of the R350 fee was unethical. I am disgusted at this treatment!

Company: Kulula.com
Country: South Africa
City: Lanseria

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