kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | accounts | COUNTRY | South Africa |
| TIME / DATE | 12:34 Mon 23 Jan | PERSON RESPONSIBLE | |
| CUSTOMER | liezp | View all reports by user |
 0
2
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Tue 17 Jan | ||
| HEADLINE | To refund or not to Refund? |
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| We booked an on-line ticket for one of our directors but the trip had to be cancelled. When our PA, Audrey, phoned to get a refund 2 call centre agents told her the we were in luck "It's a sale date and a full refund will be given" Not so, according to Arnold Vusumuzi Thobane Accounts Supervisor - He's still not sure if he's a manager ("according to the company policy") although he claims to be one ...? His English and tenses are awful for a "manager" and in his email he states "I won't tolerate such tones in future" - Not sure why he says this because Audrey only insisted on the full refund. Maybe Arnold would prefer our group rather flying Mango? We got the full credit but with a mouth full of attitude...... | |||
| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 13:34:52 | Mon 23 Jan 12 |
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Hello liezp, Thank you for getting in touch with us and sharing your concerns. We do sincerely apologise for the service you have received from Arnold. We expect our staff to perform their duties in a friendly, professional and helpful manner at all times. The service you received is unacceptable and is not in line with our level of service we wish to provide. All staff are aware excellent customer service is one of our company's top line principals. This is not the type of service we expect from any of our staff that are in contact with our customers. Our Aim has always been to make travelling with us as convenient and trouble free as possible and we are truly sorry we have failed to do so on this occasion. The situation could have be handled in a far better manner, immediate corrective action will be taken with Arnold. We appreciate your feedback as this assists us to create a better service for all our customers. Thank you for bringing this urgent matter to our attention. Bye for now Bronwyn |
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