Excessively long refund time & no email follow-up
I booked a flight on [URL Removed] today. I received an sms that my 1 flight was cancelled and I had been booked on another fight instead. However as I am unable to make this earlier flight, had to call the call centre to cancel my flight. When I booked my flight online earlier, it took kulula all of about 30 seconds to take my money. I am then advised that due to kulula cancelling my flight and my having to cancel it as a result, it will take 6 TO 8 WEEKS TO EFFECT A REFUND! This is excessively long and quite frankly, unacceptable. I could accept a week or 2 at max but 6 TO 8 WEEKS IS UNDULY EXCESSIVE for something that resulted from something they changed. Not only am I now unable to travel but I can now no longer afford to find an alternative as they are holding my money!! They were also unable to advise why this procedure took so long. It was just a \take it or leave it"attitude. Very poor"
Thank you for your post. I am terribly sorry for the inconvenience caused to you whilst using our services.
We try to avoid making any alterations to our published timetable although it is sometimes unavoidable in the airline industry. In the event of a schedule cancellation or time change, we will accommodate passengers on the next available flight. I can assure you that any flight schedule changes are a complex matter and any decision to alter them is taken only after several important issues are considered and resolved.
Unfortunately a refund may take between 6-8 weeks to be processed. I have however escalated this matter to the Contact Centre and hope that they are able to speed up the process.
Thank you for being in touch with us.
Yours Sincerely,
Nazley - CR
Thank you for your post. I am terribly sorry for the inconvenience caused to you whilst using our services.
We try to avoid making any alterations to our published timetable although it is sometimes unavoidable in the airline industry. In the event of a schedule cancellation or time change, we will accommodate passengers on the next available flight. I can assure you that any flight schedule changes are a complex matter and any decision to alter them is taken only after several important issues are considered and resolved.
Unfortunately a refund may take between 6-8 weeks to be processed. I have however escalated this matter to the Contact Centre and hope that they are able to speed up the process.
Thank you for being in touch with us.
Yours Sincerely,
Nazley - CR