Kulula.com
Lack of Empowerment of Kulula Staff

Me and my fiance traveled together on a flight from Lanseria, yesterday to Cape Town. We shared a single suitcase and when we checked in this case was found to be overweight by 2 kilo's and we were asked to pay R250 penalty. The limit per person is 20 kg but we were traveling together so on average we were within the weight allowance.
I understand that there are rules regarding this and reasons for it. That is not the issue. The issue is that the staff on hand did not have the discretion to waive the penalty as we were obviously traveling together. In the end I removed some items from he bag and took this on as hand luggage.

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

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