Kulula.com
Kulula's Durban Airport Supervior - Denise Mooney

I understand that things do go wrong but it's how you handle the scenario. I booked two seats on Kulula from Durban to Jhb. When i booked the flight via my ipad it asked for my credit card details then jumped to a screen for me to select the seats which i did and then i got confirmation. On my arrival at the airport im told there is a problem as i now need to pay for the seats i selected (R35 x2) I then inform her that when i booked the flight it didn't give me an option to select to pay for pre selection and secondly the screen popped up and i had to select a seats to move on. After a while I get sent to the ticket desk and repeat my story. Out of principle i then told her that i will not be paying for something that was not my fault. She then calls her manager Denise Mooney. The manner in which Denise started raising her voice at me implying that it was my fault and then threatened to offload us off the flight was unacceptable. Even the other passengers around us couldn't believe how she handled the situation and was clearly on a power trip threatening to offload us. Even the staff members mentioned that if you think that's bad and you a passenger imagine how she treats us as staff

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

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