TM
Thabo M
1 reviews | Active since Dec 2014
11 Sept 2015, 19:43
Delay after delay!!
My flight was initially supposed to leave JHB at 17:15 and three delays later it is now leaving at 20:45. Now this is unacceptable as these delays are not explained and to make matters worse when I called their call centre to ask them to move me to an earlier flight the consultant said I would be charged a fee which is more than what I paid for the ticket. I don't care about this voucher that Kulula gives out as a result of the delay, they must give me explanations when sending these delay sms's and make plans to move me as they are the ones inconvinoencing me. I am fed up! Almost 4 hours delay is just not on! There's a reason why I booked the time I booked!
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Kulula.com's replyOfficial
14 Sept 2015, 11:09Hello thabomalope1,
Thanks for sharing your recent experience with us. I do apologise for the inconvenience caused due to the delay of your flight.
Various reasons can affect a flights scheduled time of departure; some are within our control while others may not be. The manner in which the delay is handled is what sets each airline apart and I do apologise that we did not meet your expectations in this regard.
In the event of changes, customers will be charged our standard admin fee as well as a possible upgrade fee depending on fare availability. When a flight is delayed for more than 4hours, customers opting not to travel may request a refund. If the customers opts to travel on a different day, the normal change rules apply. When experiencing flight delays, we will try our best to accommodate customers on earlier or later flights on the same day but customers will need to make this request at the airport.
Your feedback has been sent to our management team to address the communication failure during the disruption to monitor this issue going forward.
We appreciate your feedback as we are always on the look-out for ways of improving our service to our passengers.
Kind regards,
Thuli
Customer
Thanks for sharing your recent experience with us. I do apologise for the inconvenience caused due to the delay of your flight.
Various reasons can affect a flights scheduled time of departure; some are within our control while others may not be. The manner in which the delay is handled is what sets each airline apart and I do apologise that we did not meet your expectations in this regard.
In the event of changes, customers will be charged our standard admin fee as well as a possible upgrade fee depending on fare availability. When a flight is delayed for more than 4hours, customers opting not to travel may request a refund. If the customers opts to travel on a different day, the normal change rules apply. When experiencing flight delays, we will try our best to accommodate customers on earlier or later flights on the same day but customers will need to make this request at the airport.
Your feedback has been sent to our management team to address the communication failure during the disruption to monitor this issue going forward.
We appreciate your feedback as we are always on the look-out for ways of improving our service to our passengers.
Kind regards,
Thuli
Customer
Best regards,
Kulula.com's reply14 Sept 2015, 11:09
Official
Hello thabomalope1,
Thanks for sharing your recent experience with us. I do apologise for the inconvenience caused due to the delay of your flight.
Various reasons can affect a flights scheduled time of departure; some are within our control while others may not be. The manner in which the delay is handled is what sets each airline apart and I do apologise that we did not meet your expectations in this regard.
In the event of changes, customers will be charged our standard admin fee as well as a possible upgrade fee depending on fare availability. When a flight is delayed for more than 4hours, customers opting not to travel may request a refund. If the customers opts to travel on a different day, the normal change rules apply. When experiencing flight delays, we will try our best to accommodate customers on earlier or later flights on the same day but customers will need to make this request at the airport.
Your feedback has been sent to our management team to address the communication failure during the disruption to monitor this issue going forward.
We appreciate your feedback as we are always on the look-out for ways of improving our service to our passengers.
Kind regards,
Thuli
Customer
Thanks for sharing your recent experience with us. I do apologise for the inconvenience caused due to the delay of your flight.
Various reasons can affect a flights scheduled time of departure; some are within our control while others may not be. The manner in which the delay is handled is what sets each airline apart and I do apologise that we did not meet your expectations in this regard.
In the event of changes, customers will be charged our standard admin fee as well as a possible upgrade fee depending on fare availability. When a flight is delayed for more than 4hours, customers opting not to travel may request a refund. If the customers opts to travel on a different day, the normal change rules apply. When experiencing flight delays, we will try our best to accommodate customers on earlier or later flights on the same day but customers will need to make this request at the airport.
Your feedback has been sent to our management team to address the communication failure during the disruption to monitor this issue going forward.
We appreciate your feedback as we are always on the look-out for ways of improving our service to our passengers.
Kind regards,
Thuli
Customer
Best regards,