1 reviews | Active since Jun 2016
Inflexible, rude, arrogant and with zero compassion
<p>After dealing with an incredibly rude representative of BA/Comair this morning at OR Tambo, I was forced to buy a very expensive new ticket as apparently nobody in customer relations at the airport is able to show any flexibility whatsoever when it comes to name issues with tickets booked online. I booked for myself and my partner back in May and the booking mistakenly took her middle name for her surname. It was a simple mistake and one that a customer rep could have obviously resolved, either by amending the booking or by simply writing off the erroneous ticket and issuing a new one, but no, that wouldn't earn BA as much money as forcing people to buy new tickets under duress every single time there's an honest and clearly discernible error with booked names. This obviously happens often - there were two other people with similar issues at the counter when I was there - and an airline with a little humanity would have someone on call with the authority to resolve such issues compassionately and with customer care front and center. Instead, they just hire arrogant, confrontational individuals who defer to smug chiding and aggressive debate in lieu of actual service.</p> <p> </p> <p>I will never fly with BA/Comair again and I am disheartened by the basic lack of dignity and care with which I was treated by this soulless company. I look forward to more nastiness when I try to request a refund...</p>
Thank you for taking the time to contact us and also for raising your concerns . I am sorry to learn of your disappointment when you last used our services.
A bit of background information with regards to the terms and conditions of carriage . In terms of applicable South African aviation law and the IATA ruling , it is imperative we have the correct name of the passenger displayed on the ticket which has to be cross checked with the particulars displayed in that person’s identity document. First and last names must match the passport or ID, however some airlines will permit a letter incorrect in name . Airlines merely follow regulations as set out in the Warsaw Conventions Act. These laws are designed to ensure that airline security is not compromised and that airlines have accurate passenger records in the event of an accident or incident. Airlines are not under any circumstances allowed to deviate from this requirement. At the time of travel, the passenger’s passport/government issued ID must match the name on your ticket.
I certainly can understand the frustration in this regard . A payable fee would still be charged for any changes made to any reservation, in addition to having to pay a change fee, passengers would have to pay any difference between the fare and taxes on the original flight booked and the available fare and taxes (if applicable) on the new flight requested.
Our name change policy was implemented from the 23rd March’12 and due to the cutover to the new system , name changes are not permitted at all . As per our terms and conditions, sections 3.4, name changes are not permitted on Domestic or International flights, name changes from one person to the next is not permitted as well . Kindly note on the day bookings are more expensive as in this case . The staff at the airport were following procedures required by the company to maintain Revenue Integrity and to ensure good business practice .
Thank you for allowing me the opportunity to respond.
Kind regards
Fazila Khan
Customer Relations
Thank you for taking the time to contact us and also for raising your concerns . I am sorry to learn of your disappointment when you last used our services.
A bit of background information with regards to the terms and conditions of carriage . In terms of applicable South African aviation law and the IATA ruling , it is imperative we have the correct name of the passenger displayed on the ticket which has to be cross checked with the particulars displayed in that person’s identity document. First and last names must match the passport or ID, however some airlines will permit a letter incorrect in name . Airlines merely follow regulations as set out in the Warsaw Conventions Act. These laws are designed to ensure that airline security is not compromised and that airlines have accurate passenger records in the event of an accident or incident. Airlines are not under any circumstances allowed to deviate from this requirement. At the time of travel, the passenger’s passport/government issued ID must match the name on your ticket.
I certainly can understand the frustration in this regard . A payable fee would still be charged for any changes made to any reservation, in addition to having to pay a change fee, passengers would have to pay any difference between the fare and taxes on the original flight booked and the available fare and taxes (if applicable) on the new flight requested.
Our name change policy was implemented from the 23rd March’12 and due to the cutover to the new system , name changes are not permitted at all . As per our terms and conditions, sections 3.4, name changes are not permitted on Domestic or International flights, name changes from one person to the next is not permitted as well . Kindly note on the day bookings are more expensive as in this case . The staff at the airport were following procedures required by the company to maintain Revenue Integrity and to ensure good business practice .
Thank you for allowing me the opportunity to respond.
Kind regards
Fazila Khan
Customer Relations
Dear Fazila,
The booking reference is MCQJEK.
As a show of good faith on Kulula's part, I would like to request one of the following:
A) a full refund of the overpriced replacement ticket for Dr Chantelle Gray van Heerden (FRKPNL) plus an amendment of the return ticket of her original booking (MCQJEK) for our flight back on the 30th. This seems to be the fairest option given that it results in us paying our original booking fees instead of the much higher last minute replacement fees.
OR
B) If this is not in order, a full refund of the MCQJEK ticket as well as a replacement ticket for Dr Chantelle Gray van Heerden's return flight to Joburg on the 30th.
Either way, I do hope that the refund will be executed post-haste. We have just moved cities this month and our funds and nerves are stretched incredibly tight already. I cannot wait 6-8 weeks for a refund.
Sincere thanks,
Aragorn
Dear Fazila,
The booking reference is MCQJEK.
As a show of good faith on Kulula's part, I would like to request one of the following:
A) a full refund of the overpriced replacement ticket for Dr Chantelle Gray van Heerden (FRKPNL) plus an amendment of the return ticket of her original booking (MCQJEK) for our flight back on the 30th. This seems to be the fairest option given that it results in us paying our original booking fees instead of the much higher last minute replacement fees.
OR
B) If this is not in order, a full refund of the MCQJEK ticket as well as a replacement ticket for Dr Chantelle Gray van Heerden's return flight to Joburg on the 30th.
Either way, I do hope that the refund will be executed post-haste. We have just moved cities this month and our funds and nerves are stretched incredibly tight already. I cannot wait 6-8 weeks for a refund.
Sincere thanks,
Aragorn
Hi Fazila,
Can you clarify exactly what will be refunded and can you confirm that there is a replacement ticket for Chantelle's return flight?
Hi Fazila,
Can you clarify exactly what will be refunded and can you confirm that there is a replacement ticket for Chantelle's return flight?
Can you also clarify how long the refund will take?
Can you also clarify how long the refund will take?
Hi again Fazila,
Can you advise on what's happening with my refund? I have received an email saying I have a travelbank ticket purchase, but there isn't any information (booking code, etc.) in the email. Please clarify what's going on. I'm asking here as you have no phone number (which is a pretty interesting approach for a customer relations department to take!)
I would like to underscore that even though you've now arranged for my partner's return flight, I'm still almost R2 000 down and I don't feel that a R230 'inconvenience payment' comes anywhere near addressing my grievance. It's deeply disappointing that this is the best Kulula can do (essentially all you've done is not ****** another R2 000 from me for another return flight) and I stand by my earlier statement that I will not be flying with your airline again.
Hi again Fazila,
Can you advise on what's happening with my refund? I have received an email saying I have a travelbank ticket purchase, but there isn't any information (booking code, etc.) in the email. Please clarify what's going on. I'm asking here as you have no phone number (which is a pretty interesting approach for a customer relations department to take!)
I would like to underscore that even though you've now arranged for my partner's return flight, I'm still almost R2 000 down and I don't feel that a R230 'inconvenience payment' comes anywhere near addressing my grievance. It's deeply disappointing that this is the best Kulula can do (essentially all you've done is not ****** another R2 000 from me for another return flight) and I stand by my earlier statement that I will not be flying with your airline again.
I've been thinking a little about the economic benefit Kulula derives from their inflexibility in dealing with small mistakes on tickets that they could - I guarantee - easily rectify if they chose to and the numbers are quite fascinating...
During the 20 or so minutes I was at the Kulula counter at O.R. Tambo, two other people were also dealing with the same issue. Given that they all obviously had their IDs on them, Kulula could have easily just cancelled the original tickets and reissued new ones then and there with the correct names. Hell, perhaps there's even a small knock from non-refundable airport taxes, but it's a small PR knock Kulula could easily afford given that all it really means is slightly less profit from an already-booked flight.
However, it's clearly far more lucrative to claim powerlessness in the situation and coerce people into buying new tickets. Calculating conservatively, but extrapolating from the fact that at least three people had a similar issue to mine in the space of 20 minutes at a single airport, let's say that around 20 Kulula customers are forced to buy expensive last-minute replacement tickets every day and that very few of them receive proper refunds/compensation (it's incredibly stressful to deal with these kinds of things and most people I know would rather just resign themselves to their losses). At an average of let's say R1 500 a local ticket (same-day flights around SA being more expensive than booking in advance because hey, what-the-market-will-bear and all that) that's around R30 000, or R900 000 every month. In other words, and factoring in airport taxes, etc., it's likely that Kulula makes as much as several million additional rands every year from customer mistakes that they could address but have chosen not to, instead placing people under duress and coercing them into, in essence, double-paying for a seat they have already booked and paid for.
I find this all very fascinating and would LOVE to see the real numbers. I'm almost convinced that some ****bag accountant somewhere in Kulula has determined that *****ing people over like this is far more lucrative than applying even the most rudimentary ethics.
Again, these are clearly situations that Kulula could develop humane policies to deal with but have instead elected to milk for every additional cent they can.
I've been thinking a little about the economic benefit Kulula derives from their inflexibility in dealing with small mistakes on tickets that they could - I guarantee - easily rectify if they chose to and the numbers are quite fascinating...
During the 20 or so minutes I was at the Kulula counter at O.R. Tambo, two other people were also dealing with the same issue. Given that they all obviously had their IDs on them, Kulula could have easily just cancelled the original tickets and reissued new ones then and there with the correct names. Hell, perhaps there's even a small knock from non-refundable airport taxes, but it's a small PR knock Kulula could easily afford given that all it really means is slightly less profit from an already-booked flight.
However, it's clearly far more lucrative to claim powerlessness in the situation and coerce people into buying new tickets. Calculating conservatively, but extrapolating from the fact that at least three people had a similar issue to mine in the space of 20 minutes at a single airport, let's say that around 20 Kulula customers are forced to buy expensive last-minute replacement tickets every day and that very few of them receive proper refunds/compensation (it's incredibly stressful to deal with these kinds of things and most people I know would rather just resign themselves to their losses). At an average of let's say R1 500 a local ticket (same-day flights around SA being more expensive than booking in advance because hey, what-the-market-will-bear and all that) that's around R30 000, or R900 000 every month. In other words, and factoring in airport taxes, etc., it's likely that Kulula makes as much as several million additional rands every year from customer mistakes that they could address but have chosen not to, instead placing people under duress and coercing them into, in essence, double-paying for a seat they have already booked and paid for.
I find this all very fascinating and would LOVE to see the real numbers. I'm almost convinced that some ****bag accountant somewhere in Kulula has determined that *****ing people over like this is far more lucrative than applying even the most rudimentary ethics.
Again, these are clearly situations that Kulula could develop humane policies to deal with but have instead elected to milk for every additional cent they can.
18 hours later and no clarification on the booking code, etc. for my replacement ticket...This is not good customer relations...
18 hours later and no clarification on the booking code, etc. for my replacement ticket...This is not good customer relations...
Two days later and still no clarification of how my refund has been processed, what the booking code is for the replacement flight, etc... I think I need to open another review.
Two days later and still no clarification of how my refund has been processed, what the booking code is for the replacement flight, etc... I think I need to open another review.