Kulula.com
Bad attitude and unreasonable policy

My family&I were checking-in at Lanseria when I was told that our suitcase was "overweight":my husband&I were sharing a suitcase to minimise luggage to carry. Although the case weighed 28kg, the combined weight allowed was 40kg. The argument that we were "overweight" made no sense. I was told that "it is policy-one bag of 20kg per person". When I questioned the logic behind the rule & requested some sort of explanation, I was told that there is nothing that they can do because it is "the rule". The attitude was stoic and unhelpful. We were advised to either pay the excess, buy another case or unpack into hand luggage. We then had to unpack our suitcase on the floor in full-view of all other passengers, in order to pack some of our luggage into plastic packets. We were left with even more hand-luggage, bearing in mind that we already had a pram, baby-bag, handbags, other hand luggage and a toddler to manage. It is concerning that where luggage is factually within the weight limitations, staff resort to strict&illogical adherence to a policy whereby I am now prejudiced because I have chosen to share a suitcase with my husband. I further have issue with the indifference shown by staff.

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

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