Kulula Dot Wrong

On 9th of May Wavescape tweeted "Kulula is charging R300 a board. Voice your objection. Email cr@ kulula.com #ripoff #activism". We also fired off an email to Kulula.com.

Due to my work in the recent months, I have flown more the last two months than in the previous two years. When I book my own tickets, I fly Kulula.com, since it´s normally the cheapest option. We all know Kulula.com for their low airfares, prompt service, quirky safety briefings and interesting paint jobs.

Great was my delight when I got the following personal reply from Kulula representative, Bronwyn Alexander :

Good Morning Mr van Jaarsveld,

Thank you for getting in touch with us.

kulula.com has recently introduced a new baggage policy; our new baggage policy was released on the 11th Nov'11. Tickets purchased after the 11th Nov'11 will be subject to the new piece and weight baggage policy. This new baggage policy had been brought about by the Piece and Weight concept that other global airlines are abiding by, meaning one bag per person at a certain weight. Our new baggage policy will bring us up to global standards. With increased fuel charges and associated costs in carriage of baggage it has been necessary for us to review how we best manage this in relation to how we improve efficiency in our business.

This policy is very new and only recently implemented. We do take customer feedback into consideration and have already made some amendments to the policy since it was launched due to factors brought to our attention. At this stage we will continue with the new policy however we do review policies and procedures every so often, we have a note of your feedback on our system.

The new policy allows for 20kgs to be given as your “free baggage allowance” if you are over this limit excess will be charged. Our new baggage allowance is 1 check in bag at 20kgs per person each and 1 piece of hand luggage bag each at 7kgs or less. There is no additional allowance for sporting equipment, but it can still be carried free of charge as part of your Free Checked Baggage Allowance of 1 bag.

We do value your feedback as we are always on the lookout for ways of improving our services to our passengers.

Kind regards

Bronwyn Alexander

When I read the email, I thought about myself and how many things I travel with. I always have at least a camera with me, and I always have my laptop with me. Sometimes I travel with the large 600mm lens as well, so I already have three hand luggage items. If I had to travel with a board on top of that, and I packed some warm clothes and a wetsuit, I would probably be very close or over the 20kg limit.

As I was visualizing myself standing at the check in counter with my luggage, I had an epiphany. What if the friendly lady handed me a green and white Kulula.com bumber sticker! What if Kulula.com had a deal for surfers? Kulula.com could be a little more lenient with surfers and their baggage allowance and in exchange surfer gets kulula.com stickers for their surfboards.

A permanent advert for Kulula.com whenever a photo is published. The person need not be a hot surfer, because he / she is going to sit in the back-line, waiting for the next wave and will talk to others.

Surfer 1 (paddling back with a big smile on his face after some tube time. Sits upright, pointing to another surfer´s board): “Hey bru, I check that sticker on your board? Are you actually sponsored by Kulula.com or what´s the deal here?”

Surfer 2: “Nooit bra, but you check how cool they are, they actually accommodate surfers by not charging them extra when they are a little overweight with boards. In exchange, you just have to put this sticker on your board as a way of saying thanks and punting them. It´s really a win win situation”

Surfer 3 (paddles closer and joins the conversation): “Is this for real? My mate from Durban paid R300 extra because he was over the limit and then he decided to ditch them and fly Mango. He will be super stoked to hear about this."

Could go viral. Before long, every surfer in South Africa and maybe around the world will know about this. Rise in ticket sales?

All from making your company surfer friendly.

After the article went live, Kulula sent this reply:

With hand luggage you are allowed 1 bag at 7kgs or less and a laptop bag. So you would not be charged for your hand luggage. The only charge would be for the Surf Board if it is over your 1 free check-in baggage allowance of 20kgs. Your hand luggage and check-in luggage is not weighed together.

Thank you for your below suggestion, I will forward this onto our Marketing and Policies team for their review.

Kudos to Kulula for actually interacting and responding to correspondence.