1 reviews | Active since Oct 2015
Bad Service
My father passed away on the 8th of October 2015. My Aunt from Cape Town requested me to please book her a flight, as I was not in the right frame of mind I mistakenly did the booking under my name. On the day of her flight I phoned Kulula to change the name into hers which I was told I could not do, and had to cancel that flight and dates as I was told I could not cancel the flight or get a refund. After making another booking, we phoned Kulula again and was told we could have changed the name but at a cost. I have now changed the flight for January but at a extra cost of 684. Now I ask where is the compassion or understanding???? My father had passed away and I had made a mistake, all I wanted was to cancel that flight and get my money back.... they didn't loose anything as I had already booked another flight at the same cost??
Thank you for taking the time to contact us and raising your concerns.
Our name change policy was implemented from the 23rd March 2012 as we have changed over to a new system and name changes are not permitted on this system.
We only allow name corrections in terms of spelling mistakes. We also can assist with surname changes in terms of marriage and divorce of which proof must be supp****. The change in policy was extensively advertised on our website and through various different channels. Name changes from one person to the next is no longer allowed .
I have had a look at the rservation and I am aware that the agent had also explained the process to you , and the cooling off period was also explained . A payable fee would still be charged for any changes made to a reservation. In addition to having to pay a change fee for a change of reservation, you 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.
I will be in contact with you directly to advise further .
Bye for now .
Fazila Khan
Customer Relations
Best regards,
Thank you for taking the time to contact us and raising your concerns.
Our name change policy was implemented from the 23rd March 2012 as we have changed over to a new system and name changes are not permitted on this system.
We only allow name corrections in terms of spelling mistakes. We also can assist with surname changes in terms of marriage and divorce of which proof must be supp****. The change in policy was extensively advertised on our website and through various different channels. Name changes from one person to the next is no longer allowed .
I have had a look at the rservation and I am aware that the agent had also explained the process to you , and the cooling off period was also explained . A payable fee would still be charged for any changes made to a reservation. In addition to having to pay a change fee for a change of reservation, you 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.
I will be in contact with you directly to advise further .
Bye for now .
Fazila Khan
Customer Relations
Best regards,