Kulula.com
Bad management of delay notification

I was on a flight from OR Tambo to King Shaka yesterday evening. This was a British Airways flight however some Kulula staff were handling the gate control. The flight was delayed 2.5 hours. I approached Khethani Masithi, a Kulula employee at the gate, for assistance in suggestions and feedback. He walked away from my questioning. Once I asked him again, he spoke to me in an unhelpful, condescending and unapologetic tone. He couldn't direct me to the help desk and repeated the same response instead of assisting with a solution or conclusive feedback. He said he was too busy and he needs to do his work, after which he began consuming refreshments left out for passengers on the delayed flight. His response to my agitation was "the lady already apologised".

I am irritated by his unhelpful and rude behavior, as well as all round bad attitude and poor management of delay notification. I believe he is incompetent. Please provide me feedback on this. As an ambassador of Kulula, he is bringing down your image. I would like to never see him again on another journey and would like to be reassured that disciplinary measures are taken against Khethani.

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

  <     >