Kulula.com
Kulula double standards

My girlfriend Yvette Lowe checked in with one duffle bag and one high pressure hose. Normally she would carry the duffel bag straight onto the plane, but due to injury to her right arm, it made it difficult for her to walk around the airport with this bag and carry it on the plane. So she checked it in. The total weight of both items was still under 20kg. She was then informed that she had to pay in R300 as it was 2 items. She then asked for her duffel bag back only to be told that it was too late as it was already checked in. At the same time in the counter next door a man checked in a large box and a suitcase with absolutely no problem. So not only is this double standards, zero consideration to the plight of an injured passenger, but to demand money after one cannot recall any luggage is wrong and contrary to the consumer act and this is holding someone to ransom for payment after denying their property. My wife flies every week cape town to Johannesburg and quite honestly can't wait for new carriers to arrive to provide the flyer better options then this. The flight was MN109 Jhb-cape town departing 19h25. This is very poor customer service kulula.

Company: Kulula.com
Country: South Africa
City: OR Thambo

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