Kulula.com
Bad Service - had to pay for guitar for first time

Our third year Theology-student-son came to visit us for the weekend. He flew Thursday night with Kulula from Cape Town to Lanseria. He brought his guitar with him - as he had done the previous two years on flights with Kulula. He played in our church band at Sunday service. He had no problems to bring the guitar on the airplane from Cape Town, but flying back Sunday evening from Lanseria he had to pay R350 to take the guitar with him back to Cape Town. The Kulula personnel was very adamant that he had to pay and that the company policy changed a year ago and that he was lucky that they did not charge him extra in Cape Town. The lady said he had to read his ticket information, because all the info about that is on the ticket. I checked his electronic ticket and and also on your website and did not find any information on your policy about a guitar. This was very bad customer service from unhelpful Kulula personnel. IF he was informed in Cape Town about the change in policy then he never would have brought his guitar with him. Sunday night he had to get the guitar back to Stellenbosch because he plays in a band and also help lead worship in the hostel so we had to

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

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