kulula.com Conversion
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | website | COUNTRY | South Africa |
| TIME / DATE | 12:36 Fri 27 Jan | PERSON RESPONSIBLE | Website |
| CUSTOMER | Shaun Wewe | View all reports by user |
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| PROBLEM | Booking Query |
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| INCIDENT | Fri 27 Jan | ||
| HEADLINE | Website flaws |
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I booked and paid for a flight early in January. I never received a flight confirmation email but did notice that payment had gone through when I checked my card statement. I'm sure it's a minor email glitch, but isn't it a bit silly that in order for me to go online and check my flight details without having to go to the hassle of bothering the call centre, I have to supply a booking code that I was never sent? Why is not possible for clients to use a combination of ID number/email etc to view details? I can't use the site to find out what the booking code is without the booking code. I filled in a form and selected "did not receive my booking confirmation" and instead of a resolution was sent an automated response saying that the delay may be due to high volumes of site traffic, an argument I could accept if I hadn't been without confirmation for three weeks. Why is not possible for clients to select an option to re-send an email? It would save me the hassle of phoning the call centre and save call centre staff and the Kulula community manager time by not having to resolve an issue that could easily be fixed through an automated process. |
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| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 13:12:44 | Fri 27 Jan 12 |
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Hello Shaun Wewe, Thank you for getting in touch with us and sharing your concerns. We are rather concerned to learn that you did not receive your booking confirmation in January when making your booking. We have brought this to the attention of out IT development team to look into, as this email glitch should have not happened. We will be changing over to a new system from May 2012, we are confident that with the change in systems our service provided will be greatly improved. We would like to apologise for any inconvenience and frustration caused. Bye for now Bronwyn |
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| CUSTOMER'S FEEDBACK | Shaun Wewe | Time and Date | 15:12:28 | Mon 6 Feb 12 |
| Quite Impressed: Impressed that Kulula resolved my issue speedily. Hope they manage to sort out the bugs when they launch their new site. | |||
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