gP
gareth P
1 reviews | Active since Nov 2014
02 Jan 2016, 21:42
Booking issue
I booked my original flight for Johannesburg for the 18th of December arriving back on the 2nd of January. I had to change my flight as I needed to be in Johannesburg a week earlier so I booked another flight for the 14th of December at my own expense. Kulula has a zero refund policy if you cancel your flight which I understand so I forfeited R1200. I arrived to check on in on the 2nd of January and was told since I did not inform them of my cancellation on the 18th that my return flight was cancelled! <br> This is disgraceful! I paid for both flights and it is at my discretion whether i should inform Kulula or not that I'm not taking the flight as i paid up front.The reason Kulula insists on a cancellation notice is so they can resell your ticket again and make more money!!<br> I was forced to pay a R170 penalty and forfeited my seat which I booked for approximately R100.<br> The attitude and your policy is disgraceful and goes against good business practice and I will never use your service again. <br> It's a shame as I have never had an issue in the past..<br>
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Kulula.com's replyOfficial
04 Jan 2016, 08:46Hello garethpin,
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.
A ticket is valid for 6mnts from the date of issue, however, a payable fee would still be charged for any changes made to your 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 have escalated this matter to the call centre supervisor to contact you.
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.
A ticket is valid for 6mnts from the date of issue, however, a payable fee would still be charged for any changes made to your 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 have escalated this matter to the call centre supervisor to contact you.
Kind regards,
Thuli
Customer Relations
Best regards,
Kulula.com's reply04 Jan 2016, 08:46
Official
Hello garethpin,
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.
A ticket is valid for 6mnts from the date of issue, however, a payable fee would still be charged for any changes made to your 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 have escalated this matter to the call centre supervisor to contact you.
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.
A ticket is valid for 6mnts from the date of issue, however, a payable fee would still be charged for any changes made to your 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 have escalated this matter to the call centre supervisor to contact you.
Kind regards,
Thuli
Customer Relations
Best regards,