kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | Gauteng | COUNTRY | South Africa |
| TIME / DATE | 17:23 Mon 30 Jan | PERSON RESPONSIBLE | |
| CUSTOMER | kamaldhiya | View all reports by user |
 0
1
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| PROBLEM | Booking Query |
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| INCIDENT | Mon 30 Jan | ||
| HEADLINE | Kulula - Error on website costed me R540 |
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To whom it may concern I am disgusted by the lack of professionalism by both your call centre and your management. I made a booking on the website to Durban Flight MN 503 Ref No:Fiiztz. I made the booking in the morning due to a death in my family. I confirmed to leave on the 30th at 18:25 and return on the 31st at 20:05. The confirmation i received stated that i was departing and returning on the 30th. That would mean i reached Durban at 19:30 and hop staright onto a flight back to JHB. I called to query this as i confirmed the dates on nearly every screen before paying. I use this airline at least 7 times a month for work. NOT once had i made this mistake. Anyway, i had to pay R540 for this and i dont believe this was my mistake. Then your manager says to me that i needed to provide a screenshot of the dates i put in. Idiotic dont you think? I paid for the changes however i want my money back. Speaking to numerous people, they said that they had same problems on occasions. No investigation from your side is ridiculous. You give cheap flights but charge a fourtune for changes. I expect a phone call in this regard with positive feedback or i go to the papers. Regards Kamal |
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| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 08:55:22 | Tue 31 Jan 12 |
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Hello kamaldhiya, 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 supervisors, who have advised that they have been in contact with you to assist. We appreciate you bringing this to our attention as this assists us to create a better service for you and all our customers. We apologise again for any frustration and inconvenience caused. Bye for now Bronwyn |
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| CUSTOMER'S FEEDBACK | kamaldhiya | Time and Date | 08:32:32 | Wed 8 Feb 12 |
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Utterly Disgusted:
I am happy that i received a response and i was told that a refund will be given to me. This was on the 31st of January. to date, no refund has been processed at all. So when can i expect my money? anytime this year? I tell you what, i want my money back, into my credit card by 2012\02\09 or else i will take this much further and contact the Ombudsman for leagal advice. You have a last chance before i take this further. I will also report this to Discovery Vitality as putrid service. 0716873857 |
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