Kulula.com
OVERCHARGING AND TERRIBLE SERVICE

On Thursday 4 July 2013, we checked in at OR Tambo Airport to board our flight to George. We checked in two bags onto the flight - one bag each. One of the bags weighed in at 21.4kgs (1.4 kgs over the allowed 20kgs per person). We were advised that we needed to pay for the overweight bag which we were happy to do.
On the paper provided, it recorded that we were paying for one extra bag and were asked to pay R350.00. I advised the lady at the counter that it was not one extra bag but rather one overweight bag and we should not be charged R350.00 but R250.00 as per the website which states "Bags weighing more than the 20kg allowance will be charged a 'heavy bag' fee of R250 per bag at the airport"
My submission was dismissed & when I asked to see a manager was told to go back to the check in counter to "find one". The "manager" told me it was not her problem and told me to deal with the lady who checked is in. She was not interested in what I had to say and instead dismissed me. The lady at check in insisted she was right and refused to hear my complaint. We had to pay the R350 so as to not miss our flight.
If you want to be overcharged and treated like rubbish, fly Kulula.

Company: Kulula.com
Country: South Africa
City: OR Tambo International A

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