kulula SHOCKING. kulula BRILLIANT.

i’m @ the airport waiting for my flight to JHB. hopefully i’ll see tons of you at the 27 meet up tomorrow night.

anyway, a few months back my kulula flight was delayed by a few hours, so i was given a R400 voucher.

it expired a few days ago, as every time i book they don’t ask for the voucher number, and when i called up the call center the one time, they told me they’d get back to me and it didn’t happen.

anyway, i went to kulula at the airport – unfriendly staff who weren’t helpful. i wanted to use my voucher after getting my discovery voucher online, but the lady behind the counter, told me curtly it wasn’t possible.

the other lady contradicted her and said the rules had been changed, it was possible, but i had to come to the airport after paying within 24 hours to hand in the discount.

they said i couldn’t help, that i must call the call center. and no, i couldn’t use their phone – but they kindly gave me the number…

SHOCKING SERVICE!!!!!!!!

when i spoke to Juanita in the call center, i got the opposite – friendly, helpful, and efficient.

within 3 minutes, she had spoken to the ticket guys, had got a 2 month extension, and explained to me that i could book online, tick the “pay later” box, and only pay when i came to the airport for the flight – even if it was months in advance.

i asked surprisingly how this was possible. She said Kulula trusted the passengers. I’m not 100% sure about this, but my voucher has been extended so i’m in a good mood.

BRILLIANT SERVICE!!!!

so in the space of 5 minutes, the same company gave off a shocking impression and then a brilliant impression – don’t they realise that the little things they do have lasting impacts on the minds of the consumers.

LIGHTS OFF!
all the lights at Cape Town international have suddently gone OFF. I have no idea what’s happening…hope it’s just a tripped light switch….ahhhhh……they’ve just come back on, and people are clapping. Can’t travel ever be uneventful?