Kulula.com
Kulula discriminates against parents

I booked a flight from George to JHB for myself and my 2 year old daughter. Because we'd be travelling without my husband, I packed all our stuff into one suitcase. I was aware that we had 20kg each for luggage, and that the car seat was free, so it made more sense for me to have just the one suitcase. There was no way I could handle the car seat, two cases and my daughter in her pram without help.

I read the conditions on the website and understood that the 20kg per bag weight limit would apply, x 2. So I budgeted on 40kg of luggage.

When I got to check-in, I was told to pay R250 'overweight', despite the case being 32kg: 8kg lighter than the 40kg to which we were entitled. I tried to explain why I'd used only one bag, but the check-in person was uninterested.

I went to Ticket Sales to pay the R250, and tried to explain to Liezel and Elricon why the new policy was problematic. Neither one was able to give me a convincing explanation for the policy, nor for why it discriminates against mothers flying solo, with toddlers/babies. They were rude, badly informed and completely unable to provide insights. Shoddy policy, Kulula, and poor service all round.

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

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