Booking - STRJAWF

Dear Kulula <br> <br> Please explain to me your booking policy, why do you allow a flight dates to be changed but not the name on the ticket, surely if you change the Identity number and send through a signed letter stating the name change this will help evade *****. I had to book for company staff member but the employee was rushed to hospital and another employee went in his place, instead of accommodating the customer you make me book and pay again and I have to wait 6 - 8 WEEKS for a refund that is ridiculously long time for a refund. <br> <br> The agent I spoke to on Saturday evening 15th August around 17:00-17:30 was not helpful at all, cheekily back chatting to each query I had, she was just plain RUDE, whatever happened to customer service, It was a very stressful day with the employee being rushed to hospital and having to rebook quickly again, your agent needs training on empathy and means of talking to a customer you can clearly hear is in distress. <br> <br> I trust you will look into this matter. <br> <br> Kind regards<br> <br> Charlene Gomes<br>