kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | JNB | COUNTRY | South Africa |
| TIME / DATE | 10:32 Wed 25 Jan | PERSON RESPONSIBLE | Constance Mphakathi |
| CUSTOMER | Max Frehse | View all reports by user |
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Wed 25 Jan | ||
| HEADLINE | Refund/Credit for air ticket |
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On 2. Jul 2011 I tried to make a booking to George on my IPad. The next morning I received a message that the transaction wasn't completed. I tried to make a new booking but found no flights were available. I checked my Diners Card and found no debit from Kulula. As I didn't receive any flight confirmation I made other arrangements to get to George. On receipt of my monthly statements from Diners Card I noted that the full amount of R9716.00 for the return flights for me and my wife was debited. On 17 Aug I left an enquiry on Kulula's website but only got an automated answer. I phoned Kulula and spoke to Constance Mphakathi, followed by an e-mail on 26 Oct. I received an answer requesting my proof of payment which I forwarded immediately. My e-mails requesting a reply on 31 Oct and 30 Nov haven't been answered. |
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| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 12:04:25 | Wed 25 Jan 12 |
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Hello Max Frehse, Thank you for getting in touch with us. We would like to sincerely apologise for the service you have received from our call centre agent Constance. 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 are rather concerned to learn that you have not been assisted since being in contact with Constance in October. We have brought this to the attention of our call centre supervisors 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 |
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| CUSTOMER'S FEEDBACK | Max Frehse | Time and Date | 16:20:42 | Tue 7 Feb 12 |
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Indifferent:
On 27 Jan I received a call from Kulula advising that they would refund me and requested my card details which I supplied. To date 7 Feb I didn't receive anything, nor was anybody in touch with me. As I am still travel frequently with Kulula a credit would also be acceptable. |
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