kulula.com Complaint
 SUPPLIER |
kulula.com |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | Call Centre | COUNTRY | South Africa |
| TIME / DATE | 15:46 Thu 26 Jan | PERSON RESPONSIBLE | Thoko Tshili and call... |
| CUSTOMER | loshnee | View all reports by user |
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| PROBLEM | Call Centre!! |
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| INCIDENT | Thu 26 Jan | ||
| HEADLINE | Useless call centre cancelled flite incorrectly |
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| My husbands dad had a heart attack and we needed to cancel one leg of a return flight.The call centre agent cancelled both.When I called the manager she said that I needed to explain that it was just the one leg of the flite. I specifically said that I needed to cancel todays flight. To re-book exactly the same flight that was incorrectly cancelled,it cost me the total amount of the return flight cost!I asked them to re-instate and was told that its my fault for not clarifying! Surely as an agent they should double check knowing that I asked for cancellation of today only!I lose out anyway and the refund I get covers the re-booking of a flight incorrectly cancelled!Its already a traumatic time and speaking to ppl that have no compassion and just pass blame doesnt help.The manager was very blunt and the agent was just being defended by her manger. Surely the customer and their circumstances come first!Kulula defintely lost a frequent flyer,have a look at the flights per year and you will see how often both my husband and I use the airline. The "cancelled" flight reference is DEISNA. My flite had to be refunded by 1time and it was such a pleasure dealing with their efficient staff. | |||
| SUPPLIER'S RESPONSE | kulula.com | Time and Date | 16:24:18 | Thu 26 Jan 12 |
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Hello loshnee, 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. Thank you for bringing this urgent matter to our attention. Under the circumstances this is most certainly not the standard of service we wish our call centre staff to provide to any of our customers. We have brought this to the attention of our call centre Supervisors and Managers and requested for you to be contact urgently. 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 | loshnee | Time and Date | 10:49:06 | Tue 31 Jan 12 |
| Not Impressed: Got a call on Friday and it cut off, they have'nt tried calling back!!!! We didnt even go into the call detail, was just told that they were calling from kulula re. the query and it cut-off. Feels like I'm dealing with a government department. | |||
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