Kulula.com
Sent an email with my concerns but no reponse

Tried sending an email about my experience but due to no response i am using hellopeter

I was under the impression that when you fly you are each allowed 20kgs of luggage and an infant is allowed 10kgs. At check in at lanseria we were told that the infant was actually allowed 20kgs. This was not a problem as between the 3 of us we only had 40kgs.

Then when we returned we only had 48kgs between the 3 of us so AGAIN we were well within our limits. The problem then came in where we only had 2 suitcases. The one bag was 20kgs and the second bag was 28kgs. I understand that it is more than 20kgs but we were allowed an extra 10 for the infant and she didn't have a suitcase. I was under the impression that like other airlines the max weight of any 1 bag is 32kgs.

So in summary between the 3 of us we were allowed 50kgs and we had 48kgs. None of our bags were above 32kgs. However the lady that checked us in said it could not be over 23kgs and we had to pay R250 for the extra 5kgs in the 1 suitcase. I checked online now on your website and it doesn't say what tthe max weight of any 1 bag can be it just says what each person is allowed

Company: Kulula.com
Country: South Africa
City: Check In

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