Kulula.com
Worst baggage policy ever and bad attitude

We flew from Durban to Joburg on Friday, 18/01/2013. To streamline our travels, we've learnt to pack only 1 bag between the 2 of us. We have been doing this for a few years and it worked wonderfully. When we arrived at check-in at Durban Airport, the check-in lady informed us that our bag (which weighed 26kg between the 2 of us) are not acceptable and that she has to charge us an overweight fee. We were of course utterly shocked as it was only 13kg pp and we now have to pay overweight charges. We requested to speak to the supervisor, Latoya Stainbale, who informed us that this is Kulula's policy to not allow one bag between 2 travellers and it was to bring it in line with other airlines. Now, my concerns are this. On Monday, 14/01/2013, we flew from Johannesburg to Durban with the same suitcase on Kulula & this ridiculous rule was not even mentioned. How can you be so inconsistent? She also had the audacity to tell me she will not charge me for Monday's flight!! She also said the baggage handlers wouldn't know that the bag is heavy. Why didn't she just put a heavy sticker on the bag? Would you really rather prefer 2 bags of 20kg each than 1 of 26kg? THINK before making stupid rules!!

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

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