SD
Suzette D
1 reviews | Active since Dec 2015
29 Dec 2015, 16:34
Booking disappointment
I made a booking on my name Suzette Dornbrack in August so that i could start saving money for my holiday in December. My booking ref was ZICLKA. When i arrived at the Airport they did not accept my booking and i had to buy a NEW ticket because my NAME on my id book did not match my name i go by... But all the orher info matches with my booking like my ID NUMBER AND SURNAME.... So yeah all the money i did save had to go for my new flight ticket!!! Never again will i set foot on your aircraft!!!! Very very disappointed!!!
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Kulula.com's replyOfficial
29 Dec 2015, 16:57Hello LimpopoS,
Thank you for taking the time to share your concerns with us.
I do understand your frustration when you booked an incorrect name. We do have a page on our website whereby the name change policy is explained. You have also agreed to these terms and conditions, once the booking was confirmed. This policy was effective since March 2012.
We know mistakes can happen but please make sure that the traveller details (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
Spelling changes/spelling error corrections, Changes to last name due to marriage/divorce (Proof must be supp****), Changes to prefixes (Mr. ? Dr.), Changes to suffixes (add MSTR), Swapping last name and first name around.
We will be in touch with you directly to advice on your concerns.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to share your concerns with us.
I do understand your frustration when you booked an incorrect name. We do have a page on our website whereby the name change policy is explained. You have also agreed to these terms and conditions, once the booking was confirmed. This policy was effective since March 2012.
We know mistakes can happen but please make sure that the traveller details (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
Spelling changes/spelling error corrections, Changes to last name due to marriage/divorce (Proof must be supp****), Changes to prefixes (Mr. ? Dr.), Changes to suffixes (add MSTR), Swapping last name and first name around.
We will be in touch with you directly to advice on your concerns.
Kind regards,
Thuli
Customer Relations
Best regards,
Kulula.com's reply29 Dec 2015, 16:57
Official
Hello LimpopoS,
Thank you for taking the time to share your concerns with us.
I do understand your frustration when you booked an incorrect name. We do have a page on our website whereby the name change policy is explained. You have also agreed to these terms and conditions, once the booking was confirmed. This policy was effective since March 2012.
We know mistakes can happen but please make sure that the traveller details (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
Spelling changes/spelling error corrections, Changes to last name due to marriage/divorce (Proof must be supp****), Changes to prefixes (Mr. ? Dr.), Changes to suffixes (add MSTR), Swapping last name and first name around.
We will be in touch with you directly to advice on your concerns.
Kind regards,
Thuli
Customer Relations
Thank you for taking the time to share your concerns with us.
I do understand your frustration when you booked an incorrect name. We do have a page on our website whereby the name change policy is explained. You have also agreed to these terms and conditions, once the booking was confirmed. This policy was effective since March 2012.
We know mistakes can happen but please make sure that the traveller details (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
Spelling changes/spelling error corrections, Changes to last name due to marriage/divorce (Proof must be supp****), Changes to prefixes (Mr. ? Dr.), Changes to suffixes (add MSTR), Swapping last name and first name around.
We will be in touch with you directly to advice on your concerns.
Kind regards,
Thuli
Customer Relations
Best regards,