Kulula.com
BAGGAGE ALLOWANCE

Good day, on a flight to Cape Town, my husband and I shared a suitcase which were 31kg in total. At the check in counter they told us it was overweight (only 20kg allowed per person) yet we only had one bag and not two. You are not allowed to share the weight. Although we were in total under weight by 9kg's the staff told us that is was NOT about the weight but about the rules (which is funny because on a plane it is all about the weight). We had to pay in R250 for the extra weight. When we got onto the plane the passengers who sat in front of us told us they had 4 suitcases each, of which 3 were overweight, yet they didn't get charged. They stood next to us when we checked in and heard us arguing with the staff. They were NOT charged for being overweight at all, if they were they would have paid in R750. I complained on email to the customer care line, which just keeps on referring to the 20kg baggage and the dimensions per person! They never refer to the fact that you can't combine the baggage between 2 people. The worst is most passengers have so much hand luggage it is ridiculous but they do not get penalised. The inconsistency make is unacceptable that I had to pay

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

  <     >