kulula.com Conversion
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | Call Centre | COUNTRY | South Africa |
| TIME / DATE | 11:07 Mon 30 Jan | PERSON RESPONSIBLE | |
| CUSTOMER | kuda | View all reports by user |
 2
 0
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Mon 30 Jan | ||
| HEADLINE | Rip off refund policy |
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| I booked a return flight for the end of March and i have to cancel one leg of the ticket. First i spoke to a guy called Ayanda who told me i could not cancel as it is against their policy to do so. Interestingly i never saw anything of this policy during the whole booking process or on the itinerary that they sent me but there is plenty information on changing the booking. I got transferred to a guy called Lucas who tells me that i can not cancel one leg and i forfeit 50% of the ticket price minus airport taxes which comes to over R1000, now 50% cancellation for a flight that is most probably overbooked anyway is exorbitant and pure daylight robbery. There is still plenty of time to get a replacement for the seat so i don't see how Kulula would be disadvantaged by a cancellation 2 months in advance. I am very disappointed in your practices as i now have to take a flight that leaves me at a great disadvantage. | |||
| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 13:28:38 | Mon 30 Jan 12 |
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Hello kuda, Thank you for getting in touch with us. On behalf of kulula.com we would like to sincerely apologise for the service you have received from our call centre recently. Thank you for bringing this urgent matter to our attention. Your comments make disappointing reading as we expect all our staff to perform their duties in a friendly, professional, helpful and efficient manner, but sadly on this occasion we have let you down. All kulula.com staff are aware excellent customer service is one of our company's top line principals. We have brought this to the attention of our call centre manager to look into with the staff. We appreciate you bringing this to our attention as this assists us to create a better service for you and all our customers. Kindly refer to your personal emails for further details. We thank you for allowing us the opportunity of an explanation and apologise again for any frustration and inconvenience caused. Bye for now Bronwyn |
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| CUSTOMER'S FEEDBACK | kuda | Time and Date | 09:57:09 | Thu 2 Feb 12 |
| Over the Moon: Very well handled by Bronwyn. Thanks for the quick response and amicable resolution. | |||
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