kulula.com Complaint

SUPPLIER	kulula.com	INDUSTRY	Air Travel
BRANCH / AREA	South Africa	COUNTRY	South Africa
TIME / DATE	12:12 Fri 3 Feb	PERSON RESPONSIBLE
CUSTOMER	aby2000	View all reports by user	0 3
PROBLEM	Kulula has bad terms a...	Post this report to your Facebook page Post this report to your Twitter page
INCIDENT	Fri 3 Feb
HEADLINE	DON'T CANCEL TICKETS
I have a friend from India who was keen to travel to South Africa. He had made all his bookings and then some urgent business has come up and he needs to cancel his tickets. He informed me that Kulula refused to cancel his tickets and I decided to call and Kulula's policy is that they DON'T CANCEL because according to the the consultant THEY DIDN'T GET YOU TO BUY THE TICKET! Woah!!! So according to kulula you either fly or don't, your money is ours! Surely if a person's flight is more than 2 weeks away he could be refunded a portion of his money, surely that is possible, surely you allow your customer some leeway! I will NEVER fly kulula and would advise all that I know of this policy that kulula has to rob their flyers! Add a new kulula.com Report Inappropriate report?
SUPPLIER'S RESPONSE	kulula.com	Time and Date	12:50:25 \| Fri 3 Feb 12
Hello aby2000, Thank you for getting in touch with us. We would like to sincerely apologise for the service you have received from our call centre recently. 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 supervisor and requested for you to be contact urgently and assisted. We appreciate you bringing this to our attention as this assists us to create a better service for you and all our customers. We thank you for allowing us the opportunity of an explanation and apologise again for any frustration and inconvenience caused. Bye for now Bronwyn