NE
Neil E
1 reviews | Active since Jul 2014
19 Jun 2015, 16:14
100% cancellation fee
I booked a flight 8 months ago for me and my wife. the flight is on the 30th July. I cannot make the trip due injury (the flight was for a running race) i tried to cancel the flight which is a 6 weeks away and they refuse to do any sort of refund. they even request that i cancel the flight so they can book out the seats again and notified me if i don't make the first flight the second gets automatically cancelled. <br> Surely making R4000 off people who have given lots of notice and kulula should be able to fill the seats anyway is just *******.<br> The answers you get is just that this is policy. I cannot see or they cannot give me any justification for this.<br> Never fly kulula!
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Kulula.com's replyOfficial
19 Jun 2015, 16:39Hello Neilevans001,
Thank you for taking the time tell us about your recent experience.
There is a 100% cancellation fee to cancel a flight booking (subject to the ticket type you purchased). We only refund due to hospitalisation and death (Proof must be supp****)
It is required from all customers to contact the call centre in advance or our ticket desk should they not be able to make it for the booked flights. Customers need to call in at least 2hrs before the scheduled time of departure in order to cancel the booking and change the flight to another time or day.
When a customer misses a booked flight, that ticket is then forfeited as stated in our terms and conditions of general carriage of baggage and passengers. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period.
The call centre supervisor will be in touch with you directly for more information.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time tell us about your recent experience.
There is a 100% cancellation fee to cancel a flight booking (subject to the ticket type you purchased). We only refund due to hospitalisation and death (Proof must be supp****)
It is required from all customers to contact the call centre in advance or our ticket desk should they not be able to make it for the booked flights. Customers need to call in at least 2hrs before the scheduled time of departure in order to cancel the booking and change the flight to another time or day.
When a customer misses a booked flight, that ticket is then forfeited as stated in our terms and conditions of general carriage of baggage and passengers. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period.
The call centre supervisor will be in touch with you directly for more information.
Kind regards,
Thuli
Customer Relations
Best regards,
Kulula.com's reply19 Jun 2015, 16:39
Official
Hello Neilevans001,
Thank you for taking the time tell us about your recent experience.
There is a 100% cancellation fee to cancel a flight booking (subject to the ticket type you purchased). We only refund due to hospitalisation and death (Proof must be supp****)
It is required from all customers to contact the call centre in advance or our ticket desk should they not be able to make it for the booked flights. Customers need to call in at least 2hrs before the scheduled time of departure in order to cancel the booking and change the flight to another time or day.
When a customer misses a booked flight, that ticket is then forfeited as stated in our terms and conditions of general carriage of baggage and passengers. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period.
The call centre supervisor will be in touch with you directly for more information.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time tell us about your recent experience.
There is a 100% cancellation fee to cancel a flight booking (subject to the ticket type you purchased). We only refund due to hospitalisation and death (Proof must be supp****)
It is required from all customers to contact the call centre in advance or our ticket desk should they not be able to make it for the booked flights. Customers need to call in at least 2hrs before the scheduled time of departure in order to cancel the booking and change the flight to another time or day.
When a customer misses a booked flight, that ticket is then forfeited as stated in our terms and conditions of general carriage of baggage and passengers. Missing your flight also means your return flight and any onward flights become automatically cancelled. In the case that you do miss your flight, the staff will assist by placing you on the next flight, but you will have to pay the difference in fares if you within 30min grace period.
The call centre supervisor will be in touch with you directly for more information.
Kind regards,
Thuli
Customer Relations
Best regards,