Kulula.com
Ooking reference KCFFDS, HLA-DUR 22/9, DUR-HLA

I would like to inform you of the incredibly poor service I received during check-in to my DUR-HLA flight on 26 Sep. I was travelling with my 3 year old son, and am aware that the checked in baggage allowance is 20kgs per person. Between the two of us we only had 1 bag which was 24kg in total on check-in. However since I had actually paid for 40kgs checked in baggage, I did not forsee this to be the problem your customer service agents made out. My experience flying single handed with a small child was totally "un-child friendly". For an extra 4kgs I was told I had to re-pack the additional 4kgs in a separate bag. How do you expect anyone to walk around an airport, carrying a child and 2 suitcases plus hand luggage? I would like to understand what difference it makes to Kulula if the additional 4 kgs is in the original bag, or in a different bag?
I was spoken to in a very unsympathetic manner by the staff on duty and found this totally unreasonable considering it almost caused me to miss my flight, it upset me so much that I burst into tears, and made my son totally frantic that we were in trouble, all over 4kg, which I had actually paid for!!!

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

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